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Rank 1
Cbartleman428
Rank 1
February 16, 2018
Solved

Why haven't I received a bill / statement?

  • February 16, 2018
  • 54 replies
  • 6160 views

 


Why didn't OVO give me statement for the period 16/12 to 14/01 or take any direct debit.
Today I received 2 statements one for the period 16/12-14/01 and then 15/01-16/02 both listed as February statement!!!!

OVO is starting to go downhill

 

Best answer by Transparent

Updated on 18/08/25 by Abby_OVO

 

Sorry to hear your usual monthly billing was delayed. If you haven’t already we’d recommend logging in to your online account or OVO app (download for Android or iOS) to check whether these are available to download via the ‘Bills’ tab.
 


​​​​​​If you can’t see them, there could be a number of reasons as to why you can’t see this, so it’ll be worth raising this to the Support Team who can investigate what’s going on with your account. 

Please bear in mind if;

  • You’ve recently switched to us - it can take up to 6 weeks from your switch date to confirm all the info needed to issue your first statement, read more here.
  • You’ve just had a smart meter fitted - again, it can take up to 6 weeks from your installation date, for us to update your account and continue your billing cycle. 


Hope this helps get to the bottom of things.

 

54 replies

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P
Newcomer
PDowell
Newcomer
July 2, 2023

You should definitely be receiving an email.  It looks like the one in the picture below from a No-reply@ovoenergy.com email address.  it has a lot more info below that in the screenshot.

 

You may wish to check that there is an email address registered with the account and if so contact the Support Team to investigate.  
 

 

B
Rank 2
Brewer
Rank 2
July 2, 2023

Hi There Everyone

Thanks for your replies. I check my spam/junk folder out of habit and there is no emails from OVO.

I will try and contact OVO tomorrow and check that they have my email address which is the same one when I changed over from SSE.

Thanks again.

PS Does anyone know when they open in the morning.

Blastoise186
Super User
Blastoise186Super User
Super User
July 2, 2023

Actually, I’d recommend waiting until Tuesday to avoid the rush. It’s open from around 8am if you use Live Chat at https://help.ovoenergy.com .

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B
Rank 2
Brewer
Rank 2
July 2, 2023

Thanks Blastoise186 I'll take your advice and wait till Tuesday.

Just thought after my last post.

I received a email from OVO two months ago to say that they were changing my Direct Debit so it looks like they have my address but will contact them anyway.

Thanks Again

Jeffus
Rank 20
Jeffus
Rank 20
July 3, 2023

Thanks Blastoise186 I'll take your advice and wait till Tuesday.

Just thought after my last post.

I received a email from OVO two months ago to say that they were changing my Direct Debit so it looks like they have my address but will contact them anyway.

Thanks Again

In the meantime you could see what ovo have on your account for your email address on this page, including marketing settings which would impact some other emails OVO send. 

https://account.ovoenergy.com/profile

Also can you login fine to your account with your email address? 

B
Rank 2
Brewer
Rank 2
July 3, 2023

Morning Jeffus.

I checked my profile on the OVO page and everything is correct.

The email is correct and marketing settings are for email and SMS.

thanks

B
Rank 2
Brewer
Rank 2
July 3, 2023

PS I can login no problem. Everything else is fine just no email prior to bill

Abby_OVO
Community Manager
Abby_OVO
Community Manager
July 3, 2023

Hey @Brewer 

 

There is a different selection for marketing preferences, and communications preferences such as bills, so although email may be selected for marketing, it may not be selected for the way you receive bills or other communications so it’s definitely worth getting in touch with the Support Team to double check that. 

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
July 3, 2023

Hey @Brewer,

 

Welcome to the OVO Online Community,

 

It may be that on ‘communication preferences’ email isn’t selected? If you could pop back with an update once you’ve spoken to the Support Team. It may help other customers. 

Renewable Energy? Big Fan.
B
Rank 2
Brewer
Rank 2
July 3, 2023

Hi Guys.

Thanks for all your help and I will report back to you when I get on to the Support Team

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OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd