No adjustment to my Fixed Price- What about the Energy Price Guarantee?

Hi,

Your best option for this is https://ovoenergy.com/feedback . We can’t access your account from here so this can’t be fixed by a forum volunteer.

I’ve had to report your post because it contains personal info. Please be careful about posting an MPAN because it leaks your address instantly.

I am on a fixed deal for electric and gas. I haven’t heard from Ovo about the energy price guarantee and if I would be better to change to the standard variable rates. I have tried support via the online messaging system and a phone all but am not getting clear advice or potentially inaccurate advice. 

I have asked if I would be better off changing to the standard variable rate but have just been told generically most people will be better off but not if I would be specifically. I have asked what the standard variable rates for me would be but was only given electric rates not gas ones and I’m not sure if they were for my area or generic. 
I have also asked if I would have to pay the exit fees if I switch and if so can change back to my fixed deal later and was told by a service operator today that I would have to pay £60 penalty per fuel for exiting and can’t go back to my deal later. 
 

This doesn’t agree with the information on the Ovo website about the energy price guarantee so I asked that be checked and she came back to say that was the case. 

I am now very confused as I have not received any emails from Ovo and conflicting or unclear information from their support teams.  Does this mean I am not better off on standard variable even though the electric rates seem lower than my current deal,  so would have to pay exit fees to switch (which would wipe out any saving). Or am I being misadvised by  Ovo support? 

I am based in the South East.
My current deal rates are:

electric:

Day 40.16

night 27.33

Standing charge 45.97

gas:

unit rate 10.31

Standing charge 26.21

Thank you for any help.

Hey @gyd1,

Sorry for the issues you’re having,

Support should be able to tell you the current variable rates in your region, so you can compare. You can choose to go onto the variable tariff without incurring exit fees.

It’s possible you’re in a small cohort of customers who are yet to be contacted in regards to the Energy Price Guarantee.

Have you recently migrated from SSE? When does your current tariff come to an end? Are you able to send a screenshot of your Online Account where it gives your plan details? 

Please make sure not to include any personal details in the screenshot 🙂

Thank you Emmanuelle. 
I’m afraid I don’t have much confidence in support having called this morning and been told I have to pay exit charges and cannot transfer back again.  And that was after I asked the support adviser to check as it says differently in Ovo’s website, and she queries it and said I would have to pay. 
 

I will try again and hope for someone more knowledgeable. 

I accept I may be in the cohort who haven’t been contacted yet, but would suggest if this is the case, Ovo update their website as this currently says all customers have been contacted by the end of October. This makes me, and probably others, assume we should have heard something by now. 

No I haven’t come from SSE, I have been with Ovo for about 7 or 8 years. 
My contract ends June 2024. My plan details are:

*Edited by Mod*

Hello @gyd1,

I’ve edited your post to remove your screenshots as they contained your meter details.

But I’m surprised you haven’t already been contacted, given when your contract comes to an end and the duration of time you’ve been with OVO.

I’d advise calling Support about this on 0330 303 5063. If you don’t get the help you need, you can request to raise a Complaint. They should be able to A) tell you what the variable rates would be B) switch you onto a variable tariff without incurring exit fees.

Yes this was flagged by another Community Member. I’ve raised it internally, the issue with the misadvise on the website. There is a small number of customers yet to be contacted about the EPG and re-priced. 

Hope this helps. 

Thank you very much, I will

follow your advice. 

Thank you. Just wanted to say I have spoken to support again and this time got  very helpful information that provided everything I needed to make a decision. 

After trying since October to get a response from Ovo about my Fixed Plan, I gave up. Despite what the website said about them getting in touch I received nothing from Ovo.  2 online chats were completely useless,  2 phone calls, with the problem apparently having been reported to the billing team who would contact me, and still nothing heard. Third phone call offered a switch to the variable rate plan, backdated to October, so I decided to give up and make this switch. At least that happened perfectly. The switch has resulted in a much lower monthly charge at the moment. We’ll have to see what happens in April ...

Hey @HexhamUser,

Sorry for the issues you’ve been having,

I’m glad to hear it’s now been resolved, but I’m sorry it took so long. If a case has been raised to our billing team they should backdate your billing to the Energy Price Guarantee (EPG) from the 1st of October.

For some customers their prices will be rising in January due to the Price Cap increase and the government is increasing the EPG from £2,500 (for a typical household) to £3000 from the 1st of April 2023.