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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

Show previous replies
J
Newcomer
JaneT2023
Newcomer
October 17, 2023

Many thanks for your reply,

still no response from customer services

regards Jane

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 17, 2023

Hey @JaneT2023,

 

You’ve done the right thing in completing a smart meter health check. The reason for the 45 day working timeframe is because, as advised by Blastoise, the team will attempt to fix the meter issues remotely first. 

 

In the meantime you can submit meter readings via your Online Account manually. If you’re unable to take a manual meter reading you can be added to our Priority Services Register, a meter reader can be sent to your property on request. This will ensure your bills are accurate.

 

If you have any issues or concerns please contact our Support Team. 

Renewable Energy? Big Fan.
J
Newcomer
JaneT2023
Newcomer
October 17, 2023

Quick update, customer service have been in touch, the problem is in the ovo billing system, they are looking into it, it appears the electric side was put on hold because of the issue in the ovo system,

they have promised to keep us updated while resolving their issues,

thank you and customer support for your help,

regards Jane,

    J
    Newcomer
    JaneT2023
    Newcomer
    October 17, 2023

    Again many thanks to all 

    Jane

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      October 18, 2023

      Glad to hear this @JaneT2023 ! 

       

      Hopefully it gets sorted as soon as possible. Pop back to this topic if you have any further issues 😊

      Renewable Energy? Big Fan.
        A
        Rank 7
        awills61
        Rank 7
        January 3, 2024

        I noticed I have some bills missing fro my billing history and started a web chat to try and find out why. After one person disappeared of the chat the next person told me that web chat doesn’t do customer support and I needed to either phone or email. So what is web chat for?

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        January 3, 2024

        Live Chat does indeed do customer support. Try again and you’ll probably get a better result.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          Abby_OVO
          Community Manager
          Abby_OVO
          Community Manager
          January 4, 2024

          Hi @awills61 

           

          Sorry to hear about that.

           

          Like Blastoise186 has said, live chat does have customer support, and they can do most of the same things there as they can on a call, (bar a few data sensitive actions like changing a Direct Debit).

           

          Give them another go if you didn’t try again yesterday, and do let us know if you get on okay.

          Currently Playing: She's Electric
          A
          Rank 7
          awills61
          Rank 7
          January 4, 2024

          I got through to someone who told me that all bills had been generated correctly and they would raise a case with billing to look into the missing history. Thus doesn’t fill me with much confidence as I have had no feedback from OVO on other cases that have been raised. The only successful outcome was when OVO Forum Support got involved with another billing issue.

            Emmanuelle_OVO
            Retired Moderator
            Emmanuelle_OVO
            Retired Moderator
            January 5, 2024

            Hey @awills61,

             

            I’d advise contacting the support team and asking for a timeframe. If they then exceed this timeframe pop back onto the Forum and let us know. 

            Renewable Energy? Big Fan.
            Show more replies
            Terms & ConditionsAccessibility statement

            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            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