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My OVO isn't showing my electricity usage and it's stopping me get a refund - can you help?

  • 10 December 2017
  • 8 replies
  • 401 views

Hello there
I switched to OVO from British Gas early April 2016. The switch process has been completed at the end of April 2016.
Since then I am paying £119/month for Gas and Electricity.
Since then I have been providing both Gas and Electricity meter readings (albeit not every months).
My account still show the gas usage but not the electricity.
I have sent an e-mail in March this year to sort this matter and it has not been sorted.
I called about a week ago, the agent went through my electricity T&Cs (merely telling me if I was happy about the tariff *facepalm*) and promised this matter would have been sorted out in the next couple of days.
Nothing happened.
The account is in credit but OVO denies any refund request.
Can you please sort this matter?
Thank you
Ulxima
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Best answer by Tim_OVO 15 December 2017, 16:31

There's a few possibilities to consider here @ulxima @wheelerman and I think it's unlikely to be the same issue for both of you due to the different time frames involved. I'll list a few options:

1) We're still waiting to confirm your transfer readings from when you joined us: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/the-switching-process/whats-the-delay-with-my-opening-or-closing-readings.html

2) There's a fault with My OVO: https://forum.ovoenergy.com/my-account-myovo-34/my-ovo-only-showing-out-of-date-switch-progress-info-why-423

3) You have smart meters and there's an issue communicating with them: https://forum.ovoenergy.com/smart-meters-smart-products-33/poor-signal-for-smart-meter-need-an-aerial-anyone-else-had-this-issue-933

If you wanted us to have a look for you, send us a message via Facebook, Twitter or via email: hello@ovoenergy.com.

Tim
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8 replies

I too have dual fuel but can only input Gas meter readings as the Electricity is still showing as 'in switching' phase according to the Ovo screen records, even though Ovo has supplied both gas and electricity since Oct 4th and despite Customer Services assuring me it's 'all sorted'..
It's a pity there isn't a second tier Customer Services you can call to sort out Customer Services!

It's a pity there isn't a second tier Customer Services you can call to sort out Customer Services!


ROTFL!
Then we are hopeless :-P

U
Userlevel 6
Badge +2
There's a few possibilities to consider here @ulxima @wheelerman and I think it's unlikely to be the same issue for both of you due to the different time frames involved. I'll list a few options:

1) We're still waiting to confirm your transfer readings from when you joined us: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/the-switching-process/whats-the-delay-with-my-opening-or-closing-readings.html

2) There's a fault with My OVO: https://forum.ovoenergy.com/my-account-myovo-34/my-ovo-only-showing-out-of-date-switch-progress-info-why-423

3) You have smart meters and there's an issue communicating with them: https://forum.ovoenergy.com/smart-meters-smart-products-33/poor-signal-for-smart-meter-need-an-aerial-anyone-else-had-this-issue-933

If you wanted us to have a look for you, send us a message via Facebook, Twitter or via email: hello@ovoenergy.com.

Tim
Hello Tim
One and half year and this matter is still unresolved.
I have received an e-mail asking to join this community to get better help instead of calling the customer care.
Now I am going to be redirected to another e-mail address so OVO can look into this.
Ok, let's go for that e-mail address then.
I trust you all understand how frustration grow and you guys do nothing but let it grow.
Ulxima
Hi @ulxima

I can appreciate your frustration here. Our aim on the Forum is to get customers helping each other and engaging in all things energy. However, when an issue requires us to take a look into your account, our Care team will be best placed to help.

I really the hope the team have got this sorted for you. But if there's anything else you need, just send me a PM.

Thanks,
Emily
I've got the same problem after 5 months still no electric account showing.
Sorry to hear that @Bobby1999

If you could drop us a PM via our Facebook page: https://www.facebook.com/ovoenergy/ - including your full name, account number and DoB, we'd be happy to look into this for you.

Thanks,
Emily
When will this problem get sorted my electricity still isn’t showing from last year and I don’t want a Hugh bill. So please get this sorted or I will refuse to pay

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