Who do I contact to be put back on the old portal?
Best answer by Cassie_OVO
Thanks for your feedback. I’m sorry to hear that we haven’t met your expectations with our new online experience. We are releasing new features every week, but we’re intentionally rolling this out to some customers before we have reached “feature parity” with the existing system. We want to take a customer-driven approach to our products, getting feedback from our users about what they do and don’t like about the new online account and have it inform both what we tweak to make more usable and what we build next. I think we’ve been upfront about what to expect, and have given customers the ability to opt-out if they prefer to stick to what they are familiar with for a bit longer, but as you’ve found, we can always move you back if you’re unhappy with the new experience.
I thought it might also be helpful to give some context to why we’re doing this. We aren’t simply doing a redesign - the changes go deeper. Rather than having to wait until the end of the month to understand how much energy you’ve used and how much it’s cost you, your balance and usage stats are now updated every day in your new online account. We want to provide you with more control and visibility into your energy, and over the next few months we plan to add even more features to help with this.
Longer term, we know energy usage in the UK will become more complex as more people turn to electric vehicles and connected homes. To ensure that everyone has the opportunity to take advantage of greener energy and smarter technology, we need to upgrade our technology too. By building a new OVO account, we are making sure that we are able to continue to meet our customers’ current needs while thinking about customers in future.
I know you’ve already provided some feedback, but our product team would love to talk to you to understand in more detail what you think we’d need before you felt this new experience was valuable for you. If you’d be happy to do this, please PM me and I’ll set up a call.