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

I was moved from SSE to OVO in September 

since then I have not been given an account number

,but OVO HAS taken over my direct debit set up by SSE so where, is the money going.please.keep me updated.

 
          maddog

Hi @Ian mcgregor ,

Try Live Chat via https://ovoenergy.com/help and the team there will retrieve it for you.

Alternatively, you’ll find it in MyOVO https://my.ovoenergy.com 

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.

Hi @ejunejung

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? 

https://www.ovoenergy.com/feedback

https://www.energyombudsman.org/

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. 

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

Nope login doesn't work as I'm not OVO yet. 

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.

Hey @ejunejung 

I’m sorry to hear this is still an ongoing issue. 

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.

Hi @ejunejung is your issue sorted now?