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Why has my OVO account been transferred to Boost?

  • 8 April 2022
  • 9 replies
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Hi, recently my gas/electric has been swapped over to Boost/PAYG tarriff without any notification. Now whenever I try calling Ovo my call gets instantly forwarded to Boost, and my e-mails also get rejected (Your message wasn't delivered because the recipient's email provider rejected it.) So I’m unable to contact Ovo to sort this out. Feels like they’ve swapped me over and blocked me from being able to contact them.

 

I don’t really know what I should do about this, I feel utterly helpless to resolve this, currently on the phone and are going to ask Boost to put me through to Ovo, but I’ve no idea if they’ll even do that. gonna be a nice couple 25 minute waits.

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Best answer by Jess_OVO 11 April 2022, 12:08

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Hi @Sam6555 ,

I’m afraid this isn’t something we can help out with via the forum very easily. I’m going to try and summon @Tim_OVO and @Jess_OVO as fast as I can, but I can’t promise they’ll see this thread before they go home for the weekend.

Hi @Sam6555 ,

I’m afraid this isn’t something we can help out with via the forum very easily. I’m going to try and summon @Tim_OVO and @Jess_OVO as fast as I can, but I can’t promise they’ll see this thread before they go home for the weekend.

Thanks, anything will help rght now, really atmy wits end with this. 

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No worries. To save yourself some time, I’d probably suggest having a chat with Boost before asking to have the call transferred to OVO. There might be something on the account that requires your attention and as a forum volunteer, I’m afraid I can’t check that.

If it was a mistake, they’ll be able to make arrangements to migrate your account back to OVO within a few weeks at most.

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As for your email bouncing… That’s something I’ll ask Tim to pass back. It could have just been an overloaded server or perhaps you typed the wrong email address? Because of Martin Lewis, there’s been a huge flood of emails to all suppliers recently, so I wouldn’t be surprised if they’re all getting a bit overloaded.

I just sent a test email to hello@ovoenergy.com using a domain that I control and an email address that OVO has never seen before. It seems to have accepted that, so perhaps try again?

As for your email bouncing… That’s something I’ll ask Tim to pass back. It could have just been an overloaded server or perhaps you typed the wrong email address? Because of Martin Lewis, there’s been a huge flood of emails to all suppliers recently, so I wouldn’t be surprised if they’re all getting a bit overloaded.

I just sent a test email to hello@ovoenergy.com using a domain that I control and an email address that OVO has never seen before. It seems to have accepted that, so perhaps try again?

I tried 5 times yesterday with the email that’s tied to my Ovo account, all failed. I was sucessful afterwards with my gmail however. This along with my calls to ovo being redirected to Boost just tell me that when they changed my tarriff, they also effectively blocked my contact to them, this doesn’t seem to be an accident.

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I’m afraid I wouldn’t know if that’s the case as I’m only an OVO member and forum volunteer, not an employee. I’ve done my best to let all the moderators know that you need help, but it’s close to their clocking off time and I’m unable to guarantee a response today.

If you can hang in there until Monday, chances are they’ll respond.

Userlevel 7

I’m so sorry to hear of the difficulty you’ve had when trying to reach the team recently, @Sam6555.

 

Just to provide a bit of context here, a switch from a Pay Monthly account with OVO to a Pay-As-You-Go account with Boost, usually only happens as a last-resort part of our collections process. This change should should be well-notified ahead of time. If you’re not sure why the change was needed for your account this is best discussed with the OVO collections team who can be reached on 0800 0699 831 (lines are open Monday - Friday, 8am - 6pm and 9am - 2pm on Saturdays).

 

I hope this helps.

I’m so sorry to hear of the difficulty you’ve had when trying to reach the team recently, @Sam6555.

 

Just to provide a bit of context here, a switch from a Pay Monthly account with OVO to a Pay-As-You-Go account with Boost, usually only happens as a last-resort part of our collections process. This change should should be well-notified ahead of time. If you’re not sure why the change was needed for your account this is best discussed with the OVO collections team who can be reached on 0800 0699 831 (lines are open Monday - Friday, 8am - 6pm and 9am - 2pm on Saturdays).

 

I hope this helps.

I understand why you do it, however for my side of the context. There was a £3k debt placed on my account, which after numerous phone calls we discovered it must have been due to a bad estimated bill, probably from when my meter got changed from an old school one to a smart meter. Just gonna presume the guys installing it miswrote a number.

 

Ovo said all the debt collection/bad letters were going to be froze and everything was going to be investigated, I was requested to give meter reading 2 weeks apart, which I did on the 10th and 24th of March. After giving the second set of readings I heard nothing else whatsoever from Ovo, next thing I know I come home on the 7th March (I believe) to no gas/electric and my electric meter reading telling me to add £5 emergency credit.

 

I’ve been on a couple phone calls where we’ve got something sorted out only to find out that no changes actually got applied to my account. For example, I set up a direct debit maybe 1.5-2 years ago for £55, however when I was in contact with Ovo in the past couple months, I had discovered there was no direct debit attatched to my account. Also if I phone Ovo now, they seem to have zero trace of me on their database, through my accoutn number, postcode, or meter numbers. I’ve been told it’s illegal to remove data like this, I could be wrong however.

 

I will be wanting to put in a complaint about all this at some point, though I want to try and get everything sorted first. Right now I am waiting on a call back, hopefully today, to revert my account back to pay monthly, as organised on Monday.

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I’m so sorry to hear that this change to your account was down to a inaccurate balance, @Sam6555.

 

As this doesn’t sound like the usual process, I’m hoping the Support Team are able to get things corrected for you. As you mention raising a complaint once things are sorted, we’d recommend taking a look at our complaints process which outlines the steps we’ll take to put things right.

 

Once again, I’m really sorry for this undue stress that this unexpected change has caused and hope things are resolved quickly for you.

 

 

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