Question

Why has my latest Ovo bill been charged at the (higher) fixed rate rather than the (lower) government cap rates?

  • 20 November 2022
  • 9 replies
  • 135 views

We are are on a fixed rate energy scheme for gas and electricity with OVO. Our latest bill (15 Oct-14 Nov) is charging us 19.09p per kWh for gas and 42.82/68.41 per kWh for electricity, but these rates are above the government caps which I believe are 10.31p for gas and 35.06p for electricity.


9 replies

Userlevel 7
Badge +1

There’s two likely reasons for this:

  1. Your EPG caps are higher than the national averages because you’re in a more expensive area, therefore the 35.06p/10.31p do not apply to you
  2. Your fixed rates aren’t much higher than the EPG caps, so OVO left things as they were due to your edge case

Remember, what others say is their cap doesn’t mean it’s yours. It varies on way more factors than first catch the eye.

Thanks Blastoise186. We’re Eastern region and the EPG caps are ~10p for gas and ~33p for electric, so well below what we’ve been charged.

Userlevel 5

Hey @Neil Davidson,

 

Were you contacted and informed that your fixed plan was higher than the EPG and we were moving you to Simpler Variable? 

 

If not, you may be in the small group of customers that still need to be moved. You will be re-priced and re-billed. 

Thanks Emmanuelle_OVO.

No, we were not contacted and told that our fixed plan was above the EPG. In fact we received an email on 4th Oct saying we were on the cheapest possible plan!

I have discovered that even though we agreed to move to a new fixed plan well before the 1st Oct, it came into effect on the 12th Oct and so we fell through the cracks of the automatic sweep and OVO did not tell us.

I phoned OVO yesterday and asked to be moved off the fixed rate and onto the variable (EPG) rate which has been done. But we have paid almost double the EPG rates from 12th Oct to 14th Nov which seems very unfair.

Userlevel 7
Badge +1

Thanks Emmanuelle_OVO.

No, we were not contacted and told that our fixed plan was above the EPG. In fact we received an email on 4th Oct saying we were on the cheapest possible plan!

I have discovered that even though we agreed to move to a new fixed plan well before the 1st Oct, it came into effect on the 12th Oct and so we fell through the cracks of the automatic sweep and OVO did not tell us.

I phoned OVO yesterday and asked to be moved off the fixed rate and onto the variable (EPG) rate which has been done. But we have paid almost double the EPG rates from 12th Oct to 14th Nov which seems very unfair.

@Emmanuelle_OVO should the previous bills automatically be recalculated now? 

Userlevel 5

Hey @Neil Davidson,

 

I’m sorry to hear you were missed, but I’m glad this is now sorted. 

 

This has probably already been raised by Support, but you can request to be manually re-billed at the EPG rates. So you don’t lose out financially.

 

This is absolutely your right as this is what would have taken place had you been automictically moved onto the EPG. 

 

Hope this helps.

Thanks Emmanuelle_OVO.

How will I know if this has already been raised by Support?

And if not, how can I request to be manually re-billed? Do I have to phone up? (When previously phoning I have twice selected the option to be contacted via WhatsApp but nothing ever happened).

Userlevel 7
Badge +1

Phoning in is probably best for this one. Verbal confirmation may be required.

Userlevel 5

Hey @Neil Davidson,

 

There are a number of different ways to contact Support, as @Blastoise186 pointed out you could call, but if you’d prefer you can use web messenger.

 

 

Hope this helps. 

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