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All about your OVO account. You’ll find questions and answers about your energy use, charges, payments, refunds – the usual energy supplier stuff, in one place

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F.A.Q.

Questions about your energy use? Check out our handy FAQ

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Tutorial

How does OVO Energy calculate my Direct Debit?

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Tutorial

How to book a smart meter appointment on your online account or OVO app

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672 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Questions about your energy use? Check out our handy FAQF.A.Q.

 Sometimes, your bill can increase even if your unit rates & standing charges haven’t gone up. This could be because of changes to your energy use – for example, if you've had visitors to stay, you've made changes to your lifestyle, or you've got new appliances. Appliance use or faulty appliances Sometimes, the change might be down to an appliance in your home, not the meter itself. Before thinking about a meter test, let’s talk about your appliances.Energy-inefficient and high-use products can increase your energy use. For example, if you regularly use a washing machine or electric heaters, your usage will be high. New appliances like a hot tub or AGA can also add to your usage.If you’d like to know more about the cost of running specific appliances, you can use this calculator.Here are a few questions to help work out why your energy use might be higher: What’s type of home do you live in, and how many bedrooms does it have?  This question will give you an average use compared to

4278
Peter E
Plan Zero Hero
13 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Here are the other ways you can let us know about a loved one's passing

 We know that when someone passes away, speaking to an energy company may be the last thing you want to do.  LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us.  You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next?Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold.  Other ways to register a loved one's passing with OVO?By filling out this form

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Emmanuelle_OVO
Community Manager
7 months ago
C
Carbon Cutter*
chattycathCarbon Cutter*
Posted in My account
help with use reading

Good morning. I am on a bill monthly account but always make sure I am in credit so log in daily to keep an eye.  Im very careful with usage of gas/electric I only put my heating on when needed usually twice for an hour or 2 when freezing in the evenings and only to keep dampness away as i tuck myself up with electric blanketIf I have my grandbabies I keep it running and last week I had them for 1 days and 1 night so kept on heating all day as both under 2years Ive been worried about the cost of usage but I must be in the twilight zone as price doesnt make sense. The Wednesday my heating was on all day and tuesday was a ‘regular’ day but look at the difference in cost?  Does this seem right?Im in a 3 bed semi bungalow with windows that desperately need replacing so very very draughtyThank you in advance   

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C
Carbon Cutter*
1 day ago
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Carbon Catcher*
MCH59
Posted in My account
Unexplained change to direct debits

I have just noticed an unexplained 45% increase in my minimum direct debit payment caused by today's change to the calculation in the Direct Debit Calculator (now calculating through to end of March 2026, rather than the end of March 2025).The impact of that change, if it is intentional, is that a lot of people (like myself) who already have a significant credit balance and are on course for a very healthy credit balance come 31st March 2025 are potentially still going to have to increase our direct debit payments and build up even bigger, and wholly unnecessary, credit balances (and further increase our direct debits if we want our credit balances refunded at the end of winter).Are any of the OVO staff who monitor the forum able to share the full details of the changes and the logic behind them?Also flagging that the changes don't seem to be compliant with the T&Cs.

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S
Carbon Cutter***
2 days ago
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New Member***
JonboyNew Member***
Posted in My account
Why do I get estimated readings in my bill when I have a smart meter?

Hi,   I have a smart meter why do I get estimated readings on my Bill? I thought a smart meter would know my correct readings.   Jonboy.

3485890
C
Carbon Cutter*
14 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Faulty smart or traditional meters: Blank display, inaccurate, broken, noisy meters - DIY tutorial seriesTutorial

Updated on 25/08/23 by Abby_OVO Types of meter faults - Your Guide Worried that your meter isn’t clocking your usage accurately, is it making an unexpected noise or even worse are you off-supply? These could indicate a meter fault that we’ll need to get sorted. In all these scenarios we’d advise getting in touch with the Support Team ASAP to do some further investigations, but we’ve put together a quick guide to cover what might be causing the issues. Blank Display or Meter Not Clocking The display has gone blank and cannot be read and it cannot be turned back on by pushing buttons. This is the most common type of meter fault and has many different causes. Unless it’s a smart meter, we will not be able to bill you accurately (we will have to estimate usage)  until we have completed a faulty meter exchange. Another common type of meter fault where the meter will stay on the same reading and not register any usage. The removal reading will be recalculated using either readings prior to t

1175564
K
Carbon Cutter*
11 days ago
G
New Member*
glatgreasbyNew Member*
Posted in My account
When will I receive my £30 compensation for a missed engineer appointment?

I signed up for a new smart meter and arranged an appointment to have it installed. The engineer failed to turn up and so I telephoned Customer Services to arrange another appointment. The agent went through her script and advised me that if I was not in when the engineer called there would be a £30 charge. I asked if that also applied where the engineer failed to turn up. She checked and said that it did and that she would arrange to credit my account with £30. So far I have not received the credit. When will it come?

1540391
E
New Member*
12 days ago
A
New Member*
afbunnNew Member*
Posted in My account
Total gas charges so far this month exceed the total amount of gas used since move in date.

Hi there!According to the Ovo usage tracker my house has used 299.5kWh of Gas since the first of November. I thought this perculiar as we have not had the heating on and our shower is a power shower, the only thing that gas is used for in the house is the hob and heating the hot water for the taps (washing up and washing hands). I checked meter readings from today as well as comparing it to when we first moved in in July, and using an online calcuator calculated that the entire volume of gas that our meter has registered since moving in would only be around 200kWh.Does anyone know how to solve this? Or at least explain why the usage tracker has such a skewed value? Our meter has only been sending readings to ovo once or twice a month, I don’t know if this is something that might have caused this. When I try to manually enter a meter reading I get an error as well. Many thanks,afbunn

361
Nukecad
Plan Zero Hero
2 days ago
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New Member*
lovelifeproblemNew Member*
Posted in My account
+91-8146591746 India Best Astrologer

Help you achieve your desires in life and live the way you want. ×महादेव×「 ✦ +91-8146591746 ✦ 」He is considered as one of the famous love marriage specialists whose goal is to fulfill the needs of people and make their lives easier by providing them with the most effective love marriage solutions. Giving 100% accurate predictions regardless of the situations you face. Baba Ji provides his astrology consultation for almost all types of relationship problems including love marriage, inter caste marriage, vashikaran specialist in Chandigarh, manglik solutions, extramarital affairs, kundli matching, get your love back and many more. Apart from this, he also offers his services for resolving differences in business, choosing the right career and predicting the future. The astrology services provided by our astrologer are helping thousands of people ×महादेव×「 ✦ +91-8146591746 ✦ 」in countries around the world and are highly praised. With years of experience and vast knowledge in the field of

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New Member*
2 days ago
L
New Member*
lovelifeproblemNew Member*
Posted in My account
+91-8146591746 ✦ 」India Best Astrologer

Help you achieve your desires in life and live the way you want. ×महादेव×「 ✦ +91-8146591746 ✦ 」He is considered as one of the famous love marriage specialists whose goal is to fulfill the needs of people and make their lives easier by providing them with the most effective love marriage solutions. Giving 100% accurate predictions regardless of the situations you face. Baba Ji provides his astrology consultation for almost all types of relationship problems including love marriage, inter caste marriage, vashikaran specialist in Chandigarh, manglik solutions, extramarital affairs, kundli matching, get your love back and many more. Apart from this, he also offers his services for resolving differences in business, choosing the right career and predicting the future. The astrology services provided by our astrologer are helping thousands of people ×महादेव×「 ✦ +91-8146591746 ✦ 」in countries around the world and are highly praised. With years of experience and vast knowledge in the field of

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L
New Member*
2 days ago
L
New Member*
lovelifeproblemNew Member*
Posted in My account
×Ξ अच्छे×「 ✦ +91-8146591746 ✦ 」India Best Astrologer

Help you achieve your desires in life and live the way you want. ×महादेव×「 ✦ +91-8146591746 ✦ 」He is considered as one of the famous love marriage specialists whose goal is to fulfill the needs of people and make their lives easier by providing them with the most effective love marriage solutions. Giving 100% accurate predictions regardless of the situations you face. Baba Ji provides his astrology consultation for almost all types of relationship problems including love marriage, inter caste marriage, vashikaran specialist in Chandigarh, manglik solutions, extramarital affairs, kundli matching, get your love back and many more. Apart from this, he also offers his services for resolving differences in business, choosing the right career and predicting the future. The astrology services provided by our astrologer are helping thousands of people ×महादेव×「 ✦ +91-8146591746 ✦ 」in countries around the world and are highly praised. With years of experience and vast knowledge in the field of

00
L
New Member*
2 days ago
N
New Member**
NparryNew Member**
Posted in My account
Landlord cancelled account

I am posting on behalf of my partner. He moved into his flat Jan 2023. The day he moved in, he set up the account with Ovo along with a direct debit. Fast forward to now and he’s realised that the direct debit has never come out. He’s now contacted Ovo and they have said that the day after he set the account up, the letting agent have cancelled it and put the land lady’s details. The account is currently at £1100. Now, obviously he should have noticed this lack of monthly payment. Ovo have said that he needs to contact the letting agent to ask what happened but they are dodging calls and are not giving answers. My main concern is regarding the mortgage application we will be making in a few months. As this has not been paid and we do not know if it has gone to debt collection, will this have an impact on his record if the land lady contacts Ovo to say that he is the one living in the flat and liable for the bill? If he rings to pay the account off tomorrow, will that be the end of it o

642
Nukecad
Plan Zero Hero
3 days ago
D
Carbon Cutter****
djshieldsCarbon Cutter****
Posted in My account
Why is the app not updating with my balance?

Hello. Has anybody else noticed that the app is not updating with your current balance, whether credit or debit? App has been deleted and reinstalled. Customer care is aware of this issue but it’s been two weeks now. 

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Shads_OVO
Community Moderator
3 days ago
L
Carbon Cutter*****
louise515Carbon Cutter*****
Posted in My account
How to go Paperless

I just received a letter from you about the forthcoming charge for paper documents. It says to go online to switch to paperless but I couldn’t see anywhere to do that. Can you enlighten me please. 

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Blastoise186
Plan Zero Hero
5 days ago
D
Carbon Cutter*
Daisyf65Carbon Cutter*
Posted in My account
High estimated bills but the property is empty?

Hello is there anyone who can point me in the right direction of assistance getting my account sorted as being charged high estimated billing when property was empty and no one is listening.!! Wrote a complaint letter with no response, tried online chat and got nowhere. They are refusing to accept photos of meter, now had smart meter fitted and still not got anywhere as threatening to increase direct debit again on estimated readings! thanks 

184859
N
Carbon Cutter**
15 days ago
V
Carbon Cutter****
VisoflexCarbon Cutter****
Posted in My account
I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

My new SMETS 2 meters were installed in mid September.  Since then, there has been no change in my account page.  The last entry there was that my electricity and gas were to be supplied from 5 May.  My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream. 

4496189
A
Carbon Cutter****
17 days ago
Shads_OVO
Community Moderator
Shads_OVOCommunity Moderator
Posted in My account
Unlock ways to save today, and bank rewards for a greener tomorrow with OVO Beyond.F.A.Q.

What is OVO Beyond? We want energy to be better for your wallet
and the planet. With Beyond, your Energy Savings Account, you don’t have to choose between the two. 

Beyond gives you the power to save on your energy bills today, and bank rewards for a greener tomorrow. 
From the moment you join, you’ll start to build up rewards, like free EV miles. Banked, ready when you are. 

And you’ll unlock the power to start saving energy and money at home – with energy insights, offers, and much more. We're excited to have you with us on this journey, and we’d love to hear from you too. If you have any thoughts or questions about Beyond email us at hello@ovobeyond.com. Download on iOSDownload on Android Ready for Beyond?  Beyond will automatically be added to your OVO app if you have a smart meter, and pay via direct debit.Not got a smart meter yet? You can book your install here.If you’re not a direct debit customer, it’s simple to set up - you can set up direct debit payments here. Do I need t

14612
V
New Member*
17 days ago
M
Carbon Cutter****
martin78Carbon Cutter****
Posted in My account
incorrect final bill

OVO is investigating my incorrect final bill, I have a case number. Last time I contacted them was 2 weeks ago. I didn’t anything from them since that time. What I should do?

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Blastoise186
Plan Zero Hero
6 days ago
F
Carbon Cutter***
Frustrated100Carbon Cutter***
Posted in My account
Meter readings

Why is it that despite giving an actual meter reading that OVO computer system posts an incorrect estimated reading onto my account to work out my bill. To make matters worse your customers are told to ignore the red dial which gives figures after the decimal point your computer guesses uses decimal figures when inserting incorrect usage figures on my bill. Your billing system is a farce and opens yourself up for more complaints.

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Shads_OVO
Community Moderator
6 days ago
C
Carbon Cutter***
confusedofcambCarbon Cutter***
Posted in My account
Usage pattern suddenly become inconsistent

Hi there. I hope someone can help us with a very confusing issue. We are with Ovo and have a smart meter. Every month since we moved here two years ago, our electricity usage has been fairly consistent - only slight variations day by day, a bit more in winter, a bit less in summer. But in November this year it all changed - the day to day usage is sometimes very high and sometimes much lower. We do have a plug-in hybrid car so the ‘spikes’ might be us charging the car, but we’ve had the car for the last 2 years and nothing has changed in the way we charge it, so don’t understand why the patterns have changed so drastically. (The overall total is up too). We wondered if maybe Ovo had changed the way they calculate the usage or something? Any thoughts gratefully received.

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BPLightlog
Plan Zero Hero
6 days ago
N
Carbon Cutter*
nils_aksnesCarbon Cutter*
Posted in My account
THTC meter - Removal Request

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

5118190
Firedog
Plan Zero Hero
7 days ago
M
New Member**
Mark PatersonNew Member**
Posted in My account
Energy Expert visit offer

I have just got an email from OVO offering a home visit to my home for #25.00Did anyone else get this?The link to book the offer doesn’t workThey won’t answer the phone.Has anyone got any idea how you book this offer?

2223
Abby_OVO
Community Manager
9 days ago
E
New Member*
Elenasurugiu477New Member*
posted in My account
qrong name on the bill

Hello My bill came on a wrong name 

232
Abby_OVO
Community Manager
9 days ago
O
New Member*
OffgridNew Member*
Posted in My account
direct debit based on real usage

Why, when I have a smart meter, which shows the exact amount of money I have used on gas and electricity, is it not possible for OVO to have a variable direct debit where they take the exact amount I owe each month rather than a fixed amount? Could it be because OVO wants to earn interest on all the money it has collected from thousands of customers who have overpaid and are in credit?  This must add up to a significant sum of free money that OVO earns for doing nothing other than taking more than is owed from thousands of customers. Surely the purpose of the smart meter is to show the usage in real time, so DDs should also be set on realtime use rather than a best guess averaged out over a year where OVO earns interest on customer’s money rather than customer’s earning interest on their money. 

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Firedog
Plan Zero Hero
10 days ago
K
Carbon Cutter*****
KallCarbon Cutter*****
Posted in My account
Account in app and browser not working properly & delay to Power Move credit

The app won't let me log in and my account through the browser is as following. Why is this? Yes I've created the storage usage/cache in the app and yes I've cleared my browser. The last screenshot IE the 4th is the app. Fyi fwiw I'm signed up to and partake it in Power Move. 

967
Abby_OVO
Community Manager
10 days ago

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