It sounds like you’ve begun the necessary process but as a public forum, no one here can access your account so you will need to await/confirm via customer support and the connections team

Here's a similar situation 

Apparently my request was rejected but OVO didn’t have the decency to inform me.

The person from the new connections team I spoke to just now was incredibly rude, apparently OVO are incapable of helping me, which I find bizarre.

Because I have a existing account with them they can’t install a new meter for me on this new feed, I asked if they could create a new account for me for this connection and was told “no”.

I am at a loss as to why this is so difficult to achieve, I want to give OVO business but they don’t seem to want it?

Do any staff lurk here at all or is this purely customers.

Hi @lookeh ,

Bear with me. I will escalate this to Forum Moderators - this may take a little time so please hang in there.

Got a second @Bradley_OVO @Chris_OVO @Emmanuelle_OVO ?

Thank you very much.

Hey @lookeh 

I’m sorry your request for a new connection was rejected, I can understand how frustrating this must be. I'm not an expert in this field I would advise finding out more from the team why you having a current account would affect your ability to proceed with this. I imagine there’s some technicality attached to this scenario. You can contact the team on 0330 303 5063. 

Please keep us posted with how you get on.

Hi @Emmanuelle_OVO 

The automated tools to allow me to process a new connection do not work, because this is a new supply at my garage (doesn’t have it’s own registered address) when I select my address from the list it tells me I’m not eligible - because as far as the system is concerned I already have a meter at this address.

The call centre also had the same issues so resorted to filling out the form to send to the operations team who apparently rejected it, I found this out when I called back to check progress after 6 days (I did not receive any email or phone contact from OVO to declare this).

The agent I spoke to from New Connections on the second occasion told me “I can submit this form again but there is no point as it will get rejected again”. He submitted it anyway.

I’d suggest this is because my request has been associated with an existing account which is flagged as already having an electric meter?

As I wrote in my original post, none of the guides on the OVO website for creating second accounts and associating them with a main account using the same email address work, maybe they are historical articles that used to work but currently all they do is reset my password for my existing account.

I asked the second new connection agent about the reason for the rejection and if there was a way he could speak to the operations team or add some notes to the order. He claimed he has no contact with them and all he can do is submit forms.

I have spoken to the customer care team again today, I’m waiting a few days for the result of this second new connection form, I’m not sure how much of this is automated but I feel this could quite easily be resolved with manual intervention.

I’m wondering if that may be part of the stumbling block?

As this is a seperate garage that we are talking about then you will not be ‘living at the property’.

Good spot, I can see how it could read that way.

I’d be more inclined to think it’s a landlord disclaimer so ensure it is the end user who owns the service and not a landlord marking up the cost of the bill (amongst other issues this could cause).

The garage is noted on the deeds and land registry as being a part of the same plot/address despite the distance between the two locations.

Based off conversations I’ve had with OVO I’m still leaning towards their automated systems seeing that the main house already has an electric smart meter so further requests to install another meter at the same “address” are just auto rejected.

It sounds like a very frustrating experience. If you’re unhappy with the explanation you’ve been given by the team, there is always the option of raising a complaint. 

Hey @lookeh,

I have a member of our engineering team who wants to take a look at your account/case so we can get a steer from new connections why this can’t be done. I sent you a private message so we can take a few details to look into this further. If you get the chance to drop me a message back we’ll do some digging 

Thank you @Chris_OVO I have messaged you back.

To update the thread, I took your advice @Emmanuelle_OVO and raised a complaint regarding the way I was spoken to by the new connection agent. The person from the customer support team behaved in a far more appropriate way.

I was told during the course of that process to expect contact regarding the outcome of the second request in a few days, we're heading into the 5th day now and haven't received an email or call (excuse my skepticism but I'm not holding my breath).

Hoping Chris and his contact can pull something out of the bag.

Just coming back here so others can maybe benefit from my experience.

Chris_OVO reached out via this forum and took some personal contact info.

A couple of days later I had an OVO engineering team member ring me, I didn't answer so he text me. We were back and forth over text for a couple of days, I re-provided the details of the new feed, MPAN etc.

He told me that the new connections people I'd spoken to on the previous two occasions had flagged the connection as a business connection (no idea why) and that is why it was rejected. He went off to do his thing. A week or so later he messaged me that he'd corrected something and updated notes and told me to ring the new connections team again.

I spoke to the NC team, referenced the conversation I'd had and had a new form submitted.

Not wholly convinced I messaged Chris' contact again saying such, he got in touch with them and came back to me with a confirmation of service start date.

I then had several welcome emails, got a new account number (which is associated with my main email) so I now choose which account I want to look at when I log in to the website or the app.

Something worth mentioning is that the address for each meter/account is now different both on the DNO records, which was the case at the start of this saga but more importantly now with OVO too. I have "123 Any Street" and "Garage, 123 Any Street" I believe this is how they got around the duplicate service at the same address problem and is how this has been able to progress.

3rd application made 21/11/24

Service start date 29/11/24

Meter install (hopefully) 13/12/24

Thank you very much ​@Chris_OVO without you taking this on and your contact taking an interest I don't think this would have been possible.

​@lookeh glad things seem to be moving forward for you.

With personal experience, having 3 meters, has in the past caused a tirade of issues.

My current setup with ovo is 2 separate accounts, each with its own email associated for account logins. 2 meters on one account & 1 meter on the second.

Having 3 meters on one account when I first joined ovo, confused the hell out of the automated billing system, but i hear things have moved forward over the years & run more smoothly now.

Do note: I can testify that having a re-configured address for the extra meter no guarantee of a smooth change if you ever move suppliers.

But I have found it to be a requisite for any energy supplier.

Hope things run smoothly moving forward for you.

Tom…