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

Hey @Amthomas,

Sorry to hear this.

You can ask for your rates to be backdated from the 3rd of October. I’m unsure how they renewed the contract as we’re only offering variable contracts currently. It sounds like it may be a tech issue. 

You’ve contacted the team already so I'd advise waiting for it to be sorted. Once your rates are updated you’ll be able to see them on your Online Account. 

An Update

Just letting you know that I am still waiting to hear from OVO although I was promised this by last Thursday (13 Oct). 

They told me that their Complaints Department have to respond within 48 hours and that was last Thursday!

I am still being charged at the higher Fixed tariff rates which no doubt suits OVO but not me and I would have thought is against the EPG rules?

Reminded their Complaints Department on Thursday.

Will keep on at them until I get a satisfactory response and will post any updates to help other users in the same position as me.

Hi amandap 

I have been using emails rather than holding on phone and you have a record of the discussions. I agree they should backdate savings - watch this space!!

Can you post any updates on your situation please so we can keep an eye on OVO.

Thanks.

After a number of unsatisfactory contacts with Ovo regarding whether or not we should move to the standard variable rate from our fixed rate, where I'd been cut off, yelled at because the Ovo advisor couldn't hear me, told to wait & they'd contact us etc etc, I finally got to speak to someone a few days ago. This person quoted some figures to me, but said that the standard variable rate could change as Ofgem are reviewing in 3 & 6 mths.

I queried the info given, as I had thought the government had guaranteed the energy price for 2 years, so it could not increase after 3 months. However, the lady I spoke to reiterated that it could be increased by Ofgem after 3, and again after 6, months.

The prices she gave us for the standard variable rate were very marginally less than our current fixed rate, but the standing charges were higher than our current ones. As it was impossible to work out in our heads, while on the phone, the effect these amendments would have to our account, and with the threat of it all being increased in 3 and again 6 months anyway, we decided to stay on our fixed rate. 

We really are not sure that this is the right thing to do, but felt that the threat of further increases would make the situation too uncertain. Is it correct that Ofgem will be reviewing/increasing prices in 3 & 6 months time, or is it, as I believe, that we have been given incorrect information by this Ovo advisor?

It was the unit rate that she said could increase. I was under the impression that this had been set for 2 years. 

She did not advise either way, said we could decide. As I said, it's quite difficult for two 70+ pensioners, albeit still pretty savvy, to make a decision when figures are given in a phone conversation. An email would have given us more time to give it proper consideration.

You’re probably right on the edge case where there’s no benefit. It’s also worth noting that if you’re in a more expensive area, EPG will be higher for you to allow for it.

Also, price increases are never instant. You always get at least 10 days notice.

This morning’s announcement has thrown another spanner in the works.

EPG to end next April.

Maybe my fixed deal until 2024 was a good call after all (even better if they can sort my unit rates from 1st Oct until then) - assuming existing fixed deals will remain despite yet another government policy change!

Hi @MrsSB I agree it’s a bit confusing and tricky sometimes. It sounds like your fixed rates are about the same as the variable rates when combined with the energy price guarantee. Working out the exact difference is tricky if the standing charge of one is higher and the unit of the other is higher. See our guide to the energy price guarantee (EPG), here. 

By the sounds of it, there won’t be much difference either way, and when the fixed tariff comes to an end, it will be the best option to roll onto the variable rate combined with the EPG. You’re able to request to be moved to the variable at any time without exit fees. Do this with our Support team.

Hey @Corgimajor,

Did you get through to customer support? Is this now sorted?

@Electric_Twit, sorry for the issues you’re having. If you haven’t been contacted by OVO but are sure your rates are higher than the Simpler Variable Tariff I'd advise contacting Support. They’ll be able to confirm the rates in your region and if they are indeed lower than your current rates. If your on a fixed tariff you can choose to go onto the variable without incurring exit fees.

If your prices are higher than the Energy Price Guarantee this’ll happen automictically but if this is causing you concern contact Support directly. 

Hope this helps. 

Yep I’m staying put, regardless of whether they do get around to adjusting my fixed rates in line with current EPG.

Also had a very helpful call from the OVO service desk after my web chat connection dropped half way through the smart meter health check questions to finish off the remaining questions to troubleshoot why my meter stopped sending readings!

No quick answer to that other than it might just start working again of it’s own accord (as has been mentioned on the forum many times), but they are going to try and force request a reading from the meter, failing that, 17 days before an engineer will come out I believe they said!

If only I could just switch it off and back on again. A good old reboot usually solves most things 🤔

Just had email from OVO which lays out in detail my options and costs associated with the optional tariffs.

I will be staying on my Fixed rate as it will be as cheap as Variable tariff from 1 October until 30 April 2023 (EPG rates) and then will carry on at the same fixed rate as pre October until the end of my 2 year Fix unless there are any further Government changes!

Anyway, thank you OVO for doing the right thing. I had been sceptical but credit where credits due,  Well done.

Hey @PalsyP,

Could that mean the Variable Plan is 35.05p and you’ve been moved to it, so it’s now your ‘current plan’?

Hey @PalsyP,

It sounds like you may have been moved to the Energy Price Guarantee if your rates were significantly higher. That would be why your rate has reduced. You should have received a communication about this, if you haven’t you can contact Support to confirm.