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

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. 

Pls help. My SSE account hasn’t been migrated to OVO since Sept 2022. 

It is a big surprised that it is taking a year to move the account. 

The problem is that I’m moving out of the flat in Nov. I called the customer service and she said there isn’t anything that she can do but wait.

Any idea? I need to pay the bills in full to get my deposit. 

Hey @ejunejung ,

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?

Hi @ejunejung,

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.

Im finding the whole experience very frustrating!

thank you

Hi @Gini3 and thanks for posting. 

Can you update your first topic her​​​​​e to confirm how you obtained those solar generation readings:

​​

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. 

Fingers crossed it won’t take too long.