Why haven't I received a bill / statement?

I switched back to OVO in January 2021 after a year with Avro and since then my online account has not updated to show any statements!  It is acknowledging that OVO are supplying my energy and at what monthly direct debit but no other info is available.

Hiya @chandlm2 !

That seems…  A little strange… Have you checked under Billing History, as you should find all your previous statements there. If you can’t see them in MyOVO, you might also want to check the OVO Energy app as well in case your statements are in there.

If you still can’t find them, please feel free to let the Support Team know and they’ll get right on the case. It’s unusual for this to happen, so I do apologise for the trouble there.

Hopefully this is an easy fix, but if you get stuck, I’ll be right here.

Thanks for your speedy response.  All of the menu items within the portal are ‘greyed out’ and there’s nothing in the app either.  I’ve emailed the support team.

Welcome back, @chandlm2!

Great to hear about your switch back in January - just sorry to hear you’re still desperately seeking a statement!

I’ve moved your post over to this bumper thread which outlines a few possible causes - in your case as your switch was over 6 weeks ago, we’d expect for you to have received an opening statement by now. 

As your online account is also not fully accessible this suggests there’s a delay to getting your opening meter readings agreed - as community volunteer @Blastoise186 has already advised - 

Don’t forget to pop back and let us know how you get on - hope we can get it sorted quickly! 

Thanks Jess - if there was a delay (of 6 months) getting meter readings agreed I would have expected someone to be in touch.  I’ve paid 6 direct debits already...

No worries, hopefully this can be sorted out.

I don’t think I’ve heard about an issue like this for quite a while now and it’s pretty rare for anyone to mention it here. If you’ve been submitting meter readings in the meantime either manually or via a smart meter, this should at least help to get your account back on track and have everything recalculated correctly once this gets resolved. But we’ll be here if you have any trouble.

Sorry for the delay, @chandlm2.

If you’ve already emailed the team they should get back to you within 5 days and will be able to see what’s caused the wait. Good to hear that your Direct Debits have been continuing as normal, this means you’ll have a credit balance ready to cover the charges once the statement is issued.

Do let us know how you get on - we’re always on hand here to offer advice where we can. 

Hi There Everyone

I’ve been with OVO for nearly a year and I have a smart meter.

I have just been reading that when my monthly bill is ready to download OVO will email me to let me know. I have never received any emails about my bills,in all that time,I usually just keep checking every few days to see if it is there.

This is not a problem but just wondered why no email.

Thank you in advance for any advice given.

Hi @Brewer , there is normally an email sent with a pdf of your bill, at least that’s what I get around 3-5 days after the end of the billing period. 
Whether you’re on a different payment method or system having moved from SSE (looking at your previous post) I don’t know.

As you may know, a copy of the bill is downloadable from your account page