Set-up my OVO account a month ago - Why have I not received my Welcome pack and can't login to my online account?

Quick question (to an otherwise VERY long saga): I have received a welcome to OVO email but what is the Welcome pack? Can’t activate my account (invalid links), been told I don’t have a Gas contract yet they are taking the direct debit amount, was told I do have an Electric contract but there is no direct debit set up. This entire switch has been a nightmare and all I really want is to get the account activated so I can see what is going on before I moved to another provider who hopefully will know how to run a business.

That may be your welcome pack containing your meter numbers and some attachments with your tariff details and some terms and conditions

You can check at any time who is officially registered as your supplier of gas and electricity

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator

Agreed it sounds like that welcome email should contain the info you need, @Poppyscot. The online account should allow you login access now that you have the email, use the OVO ID the email specifies. The details available will be limited until after your supply start date when we’ve received the details like your opening meter reading. 

Any issues, see this guide:

Thanks for the reply @Tim_OVO 

The supply has been switched over and I have the OVO ID. However, it still won't allow me to activate an account. As others have said, the activation link takes you to a password reset link which gets emailed and then you get the 'link is invalid or has expired' message.

Hey @Poppyscot,

Sorry for the issues you’re having.

If you’ve followed the advice in this guide and are still having issues, I’d advise contacting Support. They should be able to send you a link manually.

Hope this helps. 

Anyone else having problems contacting OVO. Rang last month when we got the keys to our property to set gas and electric up they didn’t set me an account up. A month later after getting cut off 7 times wondering were my welcome pack/bill is they didn’t even set us up. A week later still no welcome pack or any idea if the account has been set up! Now we are going to received 12 weeks worth of bills because of these. First time setting this up and what a terrible experience!!

Hi @Nvardy

Welcome to the customer forum, i am just a customer like you. 

You could see if your email is registered with an ovo account. 

https://account-activation.ovoenergy.com/confirm-email

You can check who is registered as the supplier for your address

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/find-out-who-your-gas-or-electricity-supplier-is/

Hi, 

I’m not receiving the email once sent. I try to call the number and get ‘sorry there’s an error’

Hey @Nvardy,

Sorry for the issues you’re having,

If your account still hasn’t been set up, Instead of calling you can sign up here to set up your new account. Once you put in your new address details the website will recognise we already supply your new home and give you a quote based on the usage figures we have for the property. This guide might be helpful:

Hi.

I don’t need a quote- I want my account setting up which should have been done a month ago? Now I’m going to be billed on 12 weeks worth?? 
I’m looking at switching anyway the service is horrendous and I can’t even get through to speak to someone 

Just tried to follow the link and says there’s a problem give you a call but I can’t even get through? 

Also can’t set my account up online because I haven’t got an account number which was meant to be sent within 24/48 hrs?

Hello, looking for some help, I am having real trouble getting my account setup with Ovo and getting any updates on it’s progress. 

I signed up on 4th April, I created an online account (works for App and via browser logons) which showed progress of stages.

On the 11th April i got an email to say switch was successful and to provide meter readings. I provided meter readings on the 11th and both the app and browser logins showed green ticks for all stages saying switch completed, sit back and relax, account is being setup. A DD has been setup I can see on my bank account but no value set yet and nothing taken. 

Yet 3 weeks later and still no further progress, existing supplier is saying there is no record of a change request and the same screens show when logging into Ovo account with no confirmation of account number.

Over the last week or so I have attempted to contact Ovo, after giving up on phone queues my first 4 or 5 attempts at chat resulted in either being disconnected or an advisor saying they needed an account number to look into it - despite me confirming that one of the problems is that i dont have an account number.

I managed to get my account number recently from an advisor on chat but that chat ended and still no progress.  When putting my account number in chat now it automatically ends so I rang today to ask what is going on, spoke to someone and explained and when they put me on hold to get more info, after about 2 mins it cut me off.

To summarise:

• Online (via app or browser) when I login it says switch was sucessful on 11th April and says “You’re officially on supply”
• Current provider says no changes though and no switch request
• When logging in to app or browser says just finishing setting up account - has done for over 3 weeks and no change

Hi @Nvardy 

Sorry to hear about the trouble you’ve been having getting your account set up.

While I understand it’s been a while now since you moved in, we can still get the meter readings updated as they should be through the Support Team, you can contact them on 0330 303 5063. We’d recommend giving the above link a try again and see if it’ll work for you this time, if it still has the errors then you will need to call the support number provided when you receive the error message.

Hey @jimmyca69 

Sorry to hear of the trouble you’ve had recently trying to get your account set up correctly.

We know that it can be stressful when making these switches, and we would always want them to go smoothly.

We’d recommend that you get in touch with our Support Team to have them look into it for you, as we can’t access account details from the Forum, you will need to get in touch.

You can see all open contact channels via our Help Centre

This topic page on What to expect when switching to OVO, may also be of use to you in seeing where you should be within your switching journey.

Just an update on this, been in contact with support via phone a couple of times since.

First agent finally understood issue and raised a case number and said someone would be in touch within 3 working days. 

Chased as wasn’t called back and then another agent said switch has in fact taken place on 11th and I was now supplied via Ovo and I just needed to wait for account to be fully setup as that can take a while...

Checked back with current provider and they say same as before, no change still with them.

So I contacted support today as Ovo took DD payment yesterday, agent confirmed that although on their system it says change happened, on the main database it says still with current supplier and on their system usage is 0 so clearly not moved. I have another case number that will investigate the issue with my DD refunded.

These are the legal time limits in the new regulations that are now law

A switch needs to be completed within 15 working days from the date the new supplier receives sufficient information to ensure that a contract has been entered into by the consumer and to identify the relevant meter point or meter points to which the supplier transfer request relates, unless there are valid reasons for delay to switch.

Who pays' Gaining supplier

Amount £30

If these regulations are not met,  then the  gaining supplier, OVO would need to  automatically pay the customer £30 within 10 days of the breach of the law. 

If not paid within 10 days, another £30 compensation must be paid. 

https://www.ofgem.gov.uk/publications/supplier-guaranteed-standards-performance-switching-second-phase-final-decision-and-statutory-instrument

I am sure @Abby_OVO can advise the best way of putting in a claim.

Hey @jimmyca69 

Jeffus is correct here, and the best way to contact the Support Team to raise this will be via Webchat.

You can alternatively call the team on 0330 303 5063, 9am to 5pm Monday to Friday. 

Keep us updated with how you get in with this, as it may be helpful for other community members in the future.

Ok thanks for info (especially Jeffus) - can i ask though Abby why my post has been moved into this thread which is not related, confusing and not ideal for those trying to follow such issues?

As an update I got this from Ovo via email today which I find amazing really:

My name is ********, a Transfers Agent here at OVO Energy.

I am getting in touch today in relation to the failed switch attempt to OVO Energy.

I have investigated this today and cannot see any obvious reason for why the switch did not go through. However, the account has been set up as though we have your supplies, which is incorrect. I have requested that these are removed, this process can take between 2-4 weeks. Once the this timeframe has passed, you can re-apply to switch to OVO Energy again, if you choose to.

I apologise for any inconvenience caused.

• If there's anything else we can help with, we're here to support you. Remember that you can always: Visit our Help Centre you'll find lots of handy answers quickly in there)
• Contact us via our online chat (Mon-Fri 9am-5pm) or call our Customer Services on 0330 303 5063.
• Or pick the brains of our OVO community

Kind regards,

Been a terrible experience so far and now I have to wait potentially 4 weeks to re-apply. 

Hi @jimmyca69 

I’m sorry about the experience you’ve had with the switch.

Hopefully seen as they’ve said there isn’t any obvious blocking issue, it’ll go through without a problem if you go ahead with re-applying for the switch.

Regarding the post being moved, we often move topics we feel will do better in different locations, so I’d suspect this is what happened. It may be moved again during the next review.

I moved into my flat with my partner four months ago and signed up to Ovo with Tili Home Move Assistant. However i have still not received an email or letter of any kind from Ovo, and there are no email addresses for me to contact, have tried calling and using chat function too. I emailed Tili and they said Ovo are experiencing a back log of 3 weeks but it has been four months, this is ridiculous… Please someone from Ovo see this and help me. 

Hey @Anna Whittaker 

Sorry to hear about the experience you’ve been having.

We don’t have access to accounts here at the Forum, so you’ll need to get through to the Support Team to discuss this and they’ll be able to help get this sorted.

My electricity and gas accounts were moved to OVO in May and I still haven’t been provided any OVO account details. I have had zero communication. My direct debits have stopped being taken after May, my final bill from the previous supplier does not state my new OVO account number.

I have been on the phone with support for hours on end. I have asked on the chat service. Everyone keeps saying my account will be setup and they will be in touch - but nothing. If I try to create and OVO account by clicking on the link provided it’s a dead end because they ask for an OVO account number as part of the setup and I HAVEN’T BEEN GIVEN ONE.

It’s like being in a Kafka novel - no one, anywhere in this company seems to have a clue what’s actually going on. All the while I keep using electricity and gas without OVO taking money for my usage and at some point, one day, they will ask for a large sum months down the line. Ridiculously poor customer service, the absolute worst.

Has anyone else experienced this? Can anyone help me here without pointing me to the usual ineffective links to support, phone number or chat which I have already spent days wasting my time on because no one there has any clue what they are doing?

Hi @thephantom , not sure what the forum can offer you as no one has access to your account and it’s mainly other customers responding, trying to help. 
Presumably you realised you were switched after a final bill was sent .. OVO usually send a welcome pack but it sounds like you don’t have that. 
If you’ve followed the various routes already then you may have seen this but just in case.