Just to pre warn others about my situation so it doesn’t happen to them…

my prices were fixed in July and are therefore higher than price cap. 
I awaited for Ovo to discount rates as their website stated they would. This did not happen, I called up on 3rd October to request I be put on standard variable rate as when I talked to them about discounted rates they had no idea what or how to do this. I had to insist that they move to standard variable as I was entitled to.

However after confirming it was all done I checked my on line account and they had infact renewed my current contract at the higher rates and implemented a new contract starting July 2023 ! 
I am currently being charged 50.06 kwp and 51.26 std chg and this has remained the same.

I had to call back again and have issued a complaint. It’s now 5th October I’m told it’ll be at least Friday 7th before they can look at it. It’s their error! Not mine. It could take up to 4-6 weeks to resolve???? 

Its been a poor show everytime I’ve called as no one can help.

I have no idea why it’s so hard to just get this resolved and put me on a standard variable. ? 

I have asked for standard variable rates to be back dated also as why on earth should I foot the bill for their errors?

please don’t wait for ovo to discount your rates or transfer you and double check you are on the right rates before coming off the phone. 
my account was £460 in credit and the direct debit was about £60 this month more than it needed to be due to them not implementing new prices online with EPG. Then I had to call up to get the £66 transferred back to my bank account as they had credited my already hugely in credit ovo account

Its been poor all round. I’m giving them till Friday to resolve but it is very frustrating that I have to own this and continue to call and resolve. It takes hours out if your day. 
I have little faith at this point that it’ll be sorted by Friday but I will get escalating further if not. 

Sounds like it would have been simpler to wait for the rush to die down and let OVO take it’s planned course to transfer high fixed rate customers to the new gov rate. It all takes time!

OVO have a system and plan that will work for all customers.  But if customers try to pull OVO in thousands of different directions to get the changes presented as they want, it’ll just completely break down.

Take a deep breath, Chill and be patient.

When I called I was told that wasn’t the case my account had been missed? It wasn’t about them catching up. 

When you say chill and let ovo get round to it. I’m the one paying a  bill in the meantime. 
 At additional cost if £60-£70 a month by the way. 
they aren’t promising they can back date either. 

If I had been advised it was in hand I would have felt confident but this is not the case. 

If there was some meaningful information on their website it would be useful. If they were advising people they were getting round to it it might be useful. Saying one thing and doing another, crediting direct debit customer accounts instead of refunding is another example.

@Dalvid 

Prices this winter are almost double those of last winter., and prices from October are up circa 27% from the rates April to September. Also, the price cap and the EPG do not cap your bill just the prices.  So, if you use more then your bill goes up and vice versa. The devil is in the detail and your 220% figure may be entirely accurate and reasonable.

But equally it might not be - only by checking the detail will the truth emerge.

Its right I've worked it out now I've got my head around it, thanks for you replys.

Best wishes 

Thanks for flagging this, @Amthomas.

My understanding is that accounts on a fixed tariff that are more expensive than the Energy Price Guarantee (EPG) will be moved to Simpler, from when the EPG came into place. We’re making the changes to accounts this month. I’m sorry if you were advised your account was missed. 

Likewise, with the Energy Bills Support Scheme, for Direct Debit customers this is paid into the OVO account, before being refunded to the bank account. 

Tim_Ovo, given that Ovo are not perfect (I had several problems when I switched to you in late June this year, all now resolved) at what point should someone start to worry that they have been overlooked? It is six days into the capped prices and one piece of Ovo advice mentioned contacting people over several weeks.

Hi. Yes my plan is still saying I’m paying 37p/kw rather than the max of 34p/kw. I presume if I do a meter reading now, the bill will correct itself and only charge me 34p/kw from 1st October? I’ve read I don’t need to do anything but would like to see confirmation that I’ve been moved to the discounted tariff. Thanks 

Definitely send in a meter reading now. Won’t do any harm!

Hey @amandap and @Electric_Twit,

OVO will contact you directly if you’re account is affected by the Energy Price Guarantee. 

Please see my recent advice in this similar thread (it’s on page 3):

You should definitely submit a meter reading, we have an article on this topic with more information:

Hope this helps. 

When is OVO going to inform existing customers what the new unit prices will be for those of us on 2-year fixed plans? The web pages say we will be contacted, but I’ve heard nothing, and the Ovo phone lines basically seem to be for “vunerable” customers only (understandably) but the lack of current tariff prices on the website is extremely frustrating.

Hi @HexhamUser ,

OVO is still working out some of the finer details and will be in touch soon. A lot of people have already been contacted, but it’s the edge cases that still need to be worked out.

Well I know for a fact that my account is affected as I’m on a fix of 37 and it should be being reduced to 34 … but I haven’t heard yet. I did a reading on the 31st September so that’s all covered so any future readings should be at nee rate: will be interesting to see if that’s correct when I submit new reading later …

I am having a similar problem. On a 2year fix tariff and the rates have not changed in line with EPG. They are much higher. But OVO say they will not reduce rate or transfer me to variable tariff unless I pay £120 fee because My rates are already lower than EPG and they simply are not!!
Here is their reply:

“I have listed below your current charges as of 1st October 2022,

Electricity - Unit Rate (anytime):

39.06p per kWh (ex. VAT)

Standing Charge:

46.44p a day (ex. VAT)

Gas - Unit Rate (anytime):

10.38p per kWh (ex. VAT)

Standing Charge:

26.21p a day (ex. VAT)

The reason that you have not been transferred over to our variable tariff is because your 2 year fixed tariff is no currently cheaper than our variable. If you decided to transfer over to our variable you would be charged the £120 exit fee because of this”.

What are OVO up to? Seem to be just ignoring the EPG for fixed price customers. Have received no info from them. Will certainly be moving off OVO unless they honour the EPG. 

Not happy at all!!

I’m similar 39p kWh electric 39p standing charge.

10p gas kWh 27p standing charge. 
Don’t know if this is cheaper or not? 
Not had any info.

Unless I’ve missed something OVO shouldn’t charge the exit fees if you choose to move. When did you receive this email @baz999 ? Does the email actually mention the Energy Price Guarantee by name? Whereabouts in the country are you, as prices vary by region?

Have a look at this thread and vote for it - OVO really ought to have been able to publish their rates by now.

Meanwhile this is edf’s chart thanks to @meldrewreborn prices include VAT

https://www.edfenergy.com/sites/default/files/government_energy_price_guarantee_prices._standard_variable_deemed_and_welcome._credit_meters.pdf

Hi juliamc

I received the email on. 6 October after I contacted them as have had no info from them. They didn’t mention EPG just referred to their “variable tariff”. I am in North West region. 

OVO seem to be making up their own rules re EPG and fixed rate users?

@baz999 I would recommend contacting OVO and asking for the EPG rates for you region ex VAT. 

Alternatively do this but just be careful as the rates include VAT

Then calculating the annual costs using the rates above and the EPG rates for your region.

Use the annual consumption figures from this page on the website not the app as that is what OVO will use. 

https://account.ovoenergy.com/plan

It is the Future Annual Consumption figures in kWh.

To calculate the two totals:

Electricity 

A. 365 x standing change

B. Unit rate x Future Annual Consumption

Gas

C. 365  x standing charge 

D. Unit rate x Future Annual Consumption

So

A + B + C + D = E

This is your annual cost excluding VAT. 

Then add VAT

E x 1.05 = F

Let us know which one works out cheaper. 

First off, my back is playing up so started the day somewhat grumpy and then I tried to speak to Ovo!

I wanted to reduce my direct debit because I had solar and a battery installed, so I tried the online chat. That did not go well as you can see:

What can I say, but who trains their staff?

We agreed the best way forward was to talk and he phoned me. I got my Direct Debit reduced then raised the thorny subject of the EPG tariff.

No, he said, your fix is cheaper. Not according to everything I have read online, so what is your tariff for deepest darkest Norfolk. After a long wait I was told, VAT inclusive:

Gas: S/C 29.904p  Unit 10.815p

Electric: S/C 40.877p Unit 38.803

Both have a bit of rounding because Excel added the 5%.

Excel also told me immediately that this was 2.57% cheaper for both utilities so I opted to switch, no charge being levied. However, they could not backdate the change!

Call me a wimp, but I had had enough at this point, and agreed to the change being implemented from tomorrow, I have only lost 11 days of marginal savings.

What does concern me is that I was on hold for a while he got the new tariff information (I would have it to hand) and he started by thinking I would save nothing. If you are on a Fix call them, because I sense they do not have a clue!

Grump over.

First off, my back is playing up so started the day somewhat grumpy and then I tried to speak to Ovo!

I wanted to reduce my direct debit because I had solar and a battery installed, so I tried the online chat. That did not go well as you can see:

What can I say, but who trains their staff?

We agreed the best way forward was to talk and he phoned me. I got my Direct Debit reduced then raised the thorny subject of the EPG tariff.

No, he said, your fix is cheaper. Not according to everything I have read online, so what is your tariff for deepest darkest Norfolk. After a long wait I was told, VAT inclusive:

Gas: S/C 29.904p  Unit 10.815p

Electric: S/C 40.877p Unit 38.803

Both have a bit of rounding because Excel added the 5%.

Excel also told me immediately that this was 2.57% cheaper for both utilities so I opted to switch, no charge being levied. However, they could not backdate the change!

Call me a wimp, but I had had enough at this point, and agreed to the change being implemented from tomorrow, I have only lost 11 days of marginal savings.

What does concern me is that I was on hold for a while he got the new tariff information (I would have it to hand) and he started by thinking I would save nothing. If you are on a Fix call them, because I sense they do not have a clue!

Grump over.

@Electric_Twit

Personally i would log a complaint and let the process run in the background even though it is a small amount. You have all the info so it is a simple cut/paste. Then just wait and see what happens. 

https://www.ovoenergy.com/feedback

Do you mind me asking what the saving % comes out as if you use the Future Annual Consumption figures on this page on the website not the app in your spreadsheet? 

https://account.ovoenergy.com/plan

Is it 2.57%?

Also what happens if you use the ofgem tdcv of 2900kWh electricity and 12000 kwh gas?

I am curious to know how their decision making process is working 

Thanks for advice got through to chat help straight away . Was told if I come off my fix is very slightly cheaper. So am going on a variable .  With the price guarantee in place. And there are no exit fees to be charged.

Hey @Jacko6625 and @Electric_Twit,

With groups where the price difference is marginal, a lot of customers are yet to be contacted. This is because OVO will be working out if you’d be better off going onto variable or staying fixed. 

So it may be that you were yet to have been contacted. 

@Electric_Twit I’m not sure initially why the agent thought you’d be better off staying on that fixed tariff. 

If you’re on a fixed and will benefit from switching to the variable plan you can do so with no exit fees. 

Jeffus, I hope this answers your question. Ignoring my recent Solar install my planning was based on 13,000 Gas and 4,000 Electric which cost me £268 per month.

Using the EPG tariff 12,000 and 2,900 is circa £218 versus £224 using my old Fix.

The estimated figures on my Plan are 10,395 and 2,456 and work out at circa £190 on EPG and £195 on my Fix.

In each case the EPG tariff is 2.7%(ish) cheaper. Factoring in the saving from the Solar the EPG is still 2.57% based on my new Electric usage of 1,771kW.

To be fair to Ovo I have only been a customer since late June 22 so they have little data to base a predicted usage on. I think part of the problem is that they have literally dozens of legacy tariffs to compare, then again surely that is what a computer is for!

Did I mention, I love my Excel spreadsheet! For those wanting to do some estimating or recording usage there are several Open Source (aka Free) spreadsheets as good as Excel to download.