I joined OVO a month ago by phone call. Since then, I haven't received any welcome email or confirmation.
I have attempted to contact helpdesk through phone call many times and succeeded couple of times and got my OVO ID. However using OVO ID I am not able to register my OVO account on either online or mobile app.
I am looking to get account created and give Gas/Electric meter reading for this month
Hi @selvendran - Welcome to OVO and to our online community here!
See you’ve already met one of our Plan Zero Legends round here, @Blastoise186 who’s given some great advice into what might be causing your login issues:
Blastoise186 wrote:
It sounds like OVO might not have the right email address on file for your account, but this should be an easy fix. Please give the Support Team a shout via live chat or phone and they’ll get the records updated. If you’re going in by phone and get stuck at any prompts, pressing the # key will get you through them.
Once the email address is updated, please try my first link again and it should work fine after that. Make sure to check your spam/junk folders too!
If you’ve joined us through a switch, or set-up an account after moving into a house we already supply we’d expect you to receive your welcome email within an hour of getting things set-up. It could be we’ve made a slight typo with your email address when setting up the account, which would also explain the login issues you’ve been having.
Hope the Support Team have already managed to get things sorted - do pop back and let us know how you get on.
Bear with me! I need to go backstage for this one. You ok to hang in there for a bit while I talk about this one with the other forum volunteers and moderators?
Blastoise has got me on stage from behind the curtain and I’m here to support.
We’ve moved everyone to OVO Energy by now. Your OVO account may need some work doing to it to get it fully live. It’s tricky to say for sure without having account access.
My advice at this point is to sit tight, and wait for OVO to get you set up with your OVO account. Hopefully it’s all sorted before your November move date. Either way, make sure to make a note of the meter reading on the day you move, and we’ll be able to charge you for your usage up to that reading after your move out. You can get your new place signed up to OVO here.
Ok, so after a lot of searching and from help on here I finally know what numbers I need to send to OVO for the payments for solar panels (I think)
Ive just called on the number given to be told I have not been switched yet from SSSE to OVO and I can’t do anything without a welcome pack. Is there anyway I can speed up this process. Since moving into this house with solar panels a year and a half ago we have only received 1 payment back in January.
You will be on supply with OVO now. Perhaps there’s a delay with setting up your account but we can’t offer any specific advice here on the forum as we don’t have your details.
One thing to bear in mind is that your feed in tariff or smart export guarantee arrangement doesn’t need to be with your energy supplier. So if you haven’t set this up since moving in, you might consider another provider. If it was set up with your old supplier which OVO took over, rest assured that your generation payments will be sent, and it’s the meter reading that allows us to work out exactly how much.
This is ridiculous..I still haven't got my bills since Oct 2022. I've called at least 20 times and every time it is a new customer agent.
Migration from SSE to OVO taking a year is just unacceptable. Although someone replied to my complaint here that I should be OVO now but it's not true. I AM STILL NOT FULLY MIGRATED.
I'm moving out from the current place next month and if I cant get the bill by then I am just not going to bother to pay. Not my fault. I wasted too much time.
This is ridiculous..I still haven't got my bills since Oct 2022. I've called at least 20 times and every time it is a new customer agent.
Migration from SSE to OVO taking a year is just unacceptable. Although someone replied to my complaint here that I should be OVO now but it's not true. I AM STILL NOT FULLY MIGRATED.
I'm moving out from the current place next month and if I cant get the bill by then I am just not going to bother to pay. Not my fault. I wasted too much time.
Sorry to hear that, I agree it is ridiculous. No migration should take a year what ever the issue. I don't think just waiting for it to be fixed is going to work personally.
If you ever asked for a complaint to be raised over the last year in any of those 20 plus times, then ovo only had 8 weeks to sort the issue before you can ask the energy ombudsman for help.
It would help if you kept a record of when you contacted ovo and what was said. I don't know if you have anything?
I suggest you put in a complaint if you haven't already just in case this issue drags on for months more.
You will have to pay for what you have used at some stage, although @Tim_OVO can confirm the ofgem rules around back billing. OVO can only normally back bill for the last 12 months. Make sure you give ovo a reading when you move out and take a picture of the meter.
Have you ever tried logging onto your ovo account, if not try this and see what happens.
Honestly, I wrote complaint letter 3 times. Everytime it is a new person calling me that they will fix it which never happened. I was going to go to ombusman but why should I chase? They wont migrate for forever in my view. OVO will need to come to me if they want to get paid. I'm done trying.
I'm not sure if OVO related person is reading this but it is your loss. Bad for your business. I was willing to pay. Not anymore.
I’m going to have our Forum_Support reach out to you to see where they can offer some help on this. Look out for Private Message here soon: https://forum.ovoenergy.com/inbox/overview
Moved house recently (5 Oct), taking Ovo with me. Quick question here: the switch seems to be complete (the Ovo app and an email tells me that I was officially on supply on 24 Oct), I sent a meter reading in on 25 Oct but the account status on the app reads “getting your account ready”. How long does this typically take? My smart meter also reads “waiting for ...” against all account items (tariff, daily standing charge, supplier details, CIN) - am guessing this will all sync once the account is fully activated?
Hi @Mike_H , it does take a while for everything to sync (a few weeks usually) but it’s also usual to take on the existing supplier at a new property before switching - not sure if that’s what you did. If by smart meter you mean your in house display (IHD), the information gets populated via your smart meter (by the electric/gas supply) once the details are updated on there
Thanks, I had been on the existing supplier (from 5 Oct until switch to Ovo on 24 Oct), but was maybe a little optimistic about how long the full activation and sync would take. I’ll give it a few weeks to sort itself out. Also, I did of course mean the IHD when I said Smart Meter. Thanks again.
Honestly, I wrote complaint letter 3 times. Everytime it is a new person calling me that they will fix it which never happened. I was going to go to ombusman but why should I chase? They wont migrate for forever in my view. OVO will need to come to me if they want to get paid. I'm done trying.
I'm not sure if OVO related person is reading this but it is your loss. Bad for your business. I was willing to pay. Not anymore.
Hello I set up my online account over a call on the 8th of March, but have not yet received my welcome pack, which was supposed to arrive in a week. Can you please let me know the status and if possible my account number so that I can complete setting up my account and start paying the bills?
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