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My OVO only showing out of date 'onboarding' switch progress when I try and log in - why?



Just joined OVO last month & set up DD Had email to say statement was available to view in MY OVO but cannot get beyond seeing progress of my switch ( supply duw to start on 15th May & Dd taken from bank account OK Help Please - am I doing something wrong?
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Best answer by Lucy_OVO 15 June 2017, 19:58

Don't worry - it doesn't sound like you’re doing anything wrong @kathy26.

If you've got an email to advise about an available statement, but you're still seeing this 'onboarding' progress page on My OVO, it tells me that either your electricity or gas switch has been completed, and the other hasn't. We might be waiting to confirm the opening meter readings for the 'unbilled' supply, which would explain the display on My OVO. This can take up to 6 weeks from your supply start date to get sent to us. If it's been longer, there might be a holdup, or a system issue that needs looking into.

Send us a message via Facebook, Twitter or email (hello@ovoenergy.com) for us to check. For anyone else, here's a bit of info on this opening meter reading process: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/the-switching-process/whats-the-delay-with-my-opening-or-closing-readings.html.

Just to add, I've moved this topic to the Pay monthly forum, tweaked the title and added some tags so other users with the same query can see the advice given.

Cheers,
Lucy
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47 replies

Userlevel 5
Badge +2
Hi Vix,

I had a similar issue with the app when I first joined OVO.
I gave them a call and they told me that they were waiting for the previous supplier to confirm the meter readings. This took a couple of weeks after my supply switched and then the app started to work normally.

Matthew
Userlevel 5
Badge +2
Hi @davidbillimore welcome to the forum and thanks for posting

Please could I ask you to elaborate further on this so we can assist you further?

Many thanks


By the sounds of it @davidbillimore you’re My OVO account hasn’t been fully setup yet. Normally, this is up and running 4-6 weeks after coming on supply (once you’ve received your first statement). As you’ve mentioned it's been over 10 months for you now, I’ve sent you a private message to offer further help with this.

Lucy
Userlevel 5
Badge +2
@Mattj3135- very close! It’s likely to be due to a delay in your opening readings being sent to us by the third party.

@Almerrick- what you’ve read is right. It normally takes 4-6 weeks for us to receive your opening meter readings (we’ve also got a handy link on the switching process here: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/the-switching-process/how-does-the-switching-process-work.html).

As it’s now passed this threshold though, I’d like to look into this further so I can see what the hold up is. Can you drop me a private message with your name, DoB and OVO account number so I can look into this for you?

Don’t forget to add tags to your topics as it makes it easier for other users to find! 🙂 I hope you don't mind but we’ve also moved your topic onto this thread so other users can get involved and comment.

Lucy
Userlevel 6
Badge +4
WHY CAN I NOT GET MY ACCOUNT DETAILS ON MY COMPUTER

Hi @davidbillimore welcome to the forum and thanks for posting

Please could I ask you to elaborate further on this so we can assist you further?

Many thanks
Userlevel 6
Badge +4
Hi,
My switch to OVO was complete on 20th June, and since then we have been paying by direct debit monthly. However, I haven't yet been able to submit a new meter reading now we have transferred. Whenever I go onto my account it's as though 20th June hasn't yet happened as it states on the homepage to my account - 'We will start supplying your electricity on 20 June. After that date, your old supplier will no longer charge you for your energy use'.
I have read it can take up to 6 to 8 weeks to get your first bill, but we're already paying monthly, and I would have expected that you could submit meter readings as soon as the switch had occurred?

Many thanks in advance.


Hi there,

Welcome to the OVO forum, I hope you enjoy your experience with us at the OVO Family.

Given what you've said i can only speculate that the national database is updating itself as this can take some time or may require manual intervention.

Have you reached out to the ovo customer care team for assistance with this yet?

Best wishes
WHY CAN I NOT GET MY ACCOUNT DETAILS ON MY COMPUTER
Hi @davidbillimore welcome to the forum and thanks for posting

Please could I ask you to elaborate further on this so we can assist you further?

Many thanks


I open my ovo it goes to the very first message about opening my account i cannot see my bills or read any information. when i'm sent emails i cannot open them they just go to first email page as i've already said iv been told that it are looking into this. its 10 months since i started with ovo
David
I'm trying to log into my Ovo account to submit meter readings. I use both Internet browser and Android app. But when I log in with my OVO ID it just shows me that the switch on OVO will be completed on 14th of Jan. I don't know why is happening that cause I was able to access my account till last month. When I called last month, I was told that everything was fine but it's not. ID is correct, password is correct. Cause about 1-2 weeks ago I was able to use the app to log in and make some payment changes. Well, not working, again. I really need to get this fixed.

Thank you.
Hi

Ever since I joined OVO about 9 months ago, my My OVO account hasn't worked. Ever since it showed "Welcome to OVO, We’re already supplying your energy".

This didn't bother me because I used the app to submit my readings and download the statements, however ever since they decided to scrap the app and they only have the online services (why would somebody do that?!?)... I can't access anything about my account and can't submit my readings.

When I log in to My OVO, all the menu items under "Energy" are inactive. (see picture attached)

I have been in touch with OVO months ago and customer service promised that they will sort it out but nothing happened since.

Anybody had the same issue?

Thanks

I dont use either however I do use a phone so will contact using the old-fashioned method.

I know I have too since 14 th October they are useless . Seems it takes more then six weeks then they say. Nearly 8 weeks and still no good. I even tried automated meter reading but the phone only takes electric and not gas reading then tells you thanks your updated.  

Think they have got too big too quick and have forgotten customer service. 

Same here, waiting since beginning of October. Emailed, telephoned but still nothing. Such a shame OVO used to show the way to the other energy companies now they appear to be joining them. Customer service seems to have lost its interest.

I switched to OVO in October but I’m still unable to submit my meter readings. Any suggestions?

Userlevel 5

I’m sorry to hear you’ve had trouble accessing your account and submitting your readings, @jazz3d@Baron@Kathryn.Hazlehurst & @Beatriz.

 

This is something we’re going to need to look into, find out how to contact us in Lucy’s best answer.

 

Hi, When logging into my account I am not able to access to any of the menu options( such as Meter reading, Usage, Statements...).

I am a client for two months now and I have already received two emails informing that I can see my new statements however when logging into my account the option is deactivated.

I have tried to use the incognito window but it does not work too.

Can you please help?

Regards

 

 

Hey @Bobby1999 and @Ace Buzz

I've moved your queries over to this topic as you might find the other comments helpful.

@Bobby1999 As it's been over the 6 week time-frame for you, I'd recommend contacting us on Facebook or Twitter so we can look into your account.

Thanks,
Emma
Hey @Amershan

I've moved your topic over here where you should be able to find the information you need.

Cheers,
Emma
Userlevel 5
Badge +2
Don't worry - it doesn't sound like you’re doing anything wrong @kathy26.

If you've got an email to advise about an available statement, but you're still seeing this 'onboarding' progress page on My OVO, it tells me that either your electricity or gas switch has been completed, and the other hasn't. We might be waiting to confirm the opening meter readings for the 'unbilled' supply, which would explain the display on My OVO. This can take up to 6 weeks from your supply start date to get sent to us. If it's been longer, there might be a holdup, or a system issue that needs looking into.

Send us a message via Facebook, Twitter or email (hello@ovoenergy.com) for us to check. For anyone else, here's a bit of info on this opening meter reading process: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/the-switching-process/whats-the-delay-with-my-opening-or-closing-readings.html.

Just to add, I've moved this topic to the Pay monthly forum, tweaked the title and added some tags so other users with the same query can see the advice given.

Cheers,
Lucy
Userlevel 5
Badge +2
@Kay I've just replied to your PM about this to advise the following;

Our My OVO system is pretty robust but as with most major technologies, it’s subject to bugs/tech issues etc. I’m very sorry to hear that you have been subject of a tech error. If you have already spoken to the team and they’ve advised it’s not fixable, then I completely appreciate why you would be unhappy as we’re not giving you the service you deserve.

If there is a possibility that this could be fixed, I’d encourage you to get in touch with our Facebook or Twitter team so they can look into this to try and find the root cause.

Facebook - https://www.facebook.com/ovoenergy/
Twitter - https://twitter.com/OVOEnergy

@Bobtbadger I'm sorry to hear that you've been affected by a possible Tech glitch too. I'd recommend that you contact the team as well if this has been going on for a while.

Lucy
Userlevel 5
Badge +2
@Morph I think this might be something that the Tech guys could fix for you. Drop the Social team a message on Facebook - https://www.facebook.com/ovoenergy/ or Twitter - https://twitter.com/OVOEnergy so they can look into this further.

Lucy
Userlevel 7
Badge +2
WHY CAN I NOT GET MY ACCOUNT DETAILS ON MY COMPUTER

Hope this was all sorted @davidbillimore :?

Just a quick on on this, I've noticed this issue is descried in an older topic, so I've moved the conversation over to it so it's all in the same place.

Tim
Userlevel 7
Badge +2
I'm trying to log into my Ovo account to submit meter readings. I use both Internet browser and Android app. But when I log in with my OVO ID it just shows me that the switch on OVO will be completed on 14th of Jan. I don't know why is happening that cause I was able to access my account till last month. When I called last month, I was told that everything was fine but it's not. ID is correct, password is correct. Cause about 1-2 weeks ago I was able to use the app to log in and make some payment changes. Well, not working, again. I really need to get this fixed.

Thank you.


I don't blame you for wanting this sorted, @Crystal1296

There's already a topic on this issue, so I've moved your comment over to it to keep them all together. Check out the 'best answer' for this, as I recon it's relevant in your case. I'll PM you now in case you want this checked.

Tim
Userlevel 7
Badge +2
Hi,
My switch to OVO was complete on 20th June, and since then we have been paying by direct debit monthly. However, I haven't yet been able to submit a new meter reading now we have transferred. Whenever I go onto my account it's as though 20th June hasn't yet happened as it states on the homepage to my account - 'We will start supplying your electricity on 20 June. After that date, your old supplier will no longer charge you for your energy use'.
I have read it can take up to 6 to 8 weeks to get your first bill, but we're already paying monthly, and I would have expected that you could submit meter readings as soon as the switch had occurred?

Many thanks in advance.


Hi @Almerrick

It sounds like you've been effected by the same issue as @kathy26 - any advice Kathy?

Tim
Userlevel 7
Badge +2
I joined OVO last November... no problems logging into MY OVO... Until we had an update late May... my account has been stuck in onboarding screen ever since... help

Still not sorted, @KarlT2016?

Computer or system issues can be tricky to diagnose. Get in touch with the Social team via Twitter or Facebook to get an update on this.

Tim
Userlevel 7
Badge +2
@Morgan Might be best for us lot here at OVO to take a look at this. Send us a message via Facebook, Twitter or email (hello@ovoenergy.com) for us to help.

Tim

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