My account

Hi everyone, I’ve just discovered that I’ve been paying OVO energy bills under the wrong address/account for the past year. My actual flat is Apartment 13, but the account I’ve been paying for is Apartment 14. I always found my bills unusually high—even when I was away from the flat for a whole month with everything switched off. Today I noticed there are two account numbers linked to Apartment 14 in my OVO app, and none for Apartment 13, which confirmed my suspicions. Has anyone experienced something similar? What should I expect from OVO in terms of resolving this and possibly getting a refund? Any advice would be really appreciated! Thanks in advance!

I'd like to go paperless please

Updated on 05/03/25 by Bradley_OVO ​​​​​​Your guide to checking the accuracy of your meter: How to carry out a Creep Test, a circuit check and book a Meter Accuracy Test (MAT) Have you noticed an unexpected change in the amount of energy your meter’s clocking? Are you worried that it might not reflect what you’re actually using? We’ve made this guide to help outline all of your options so you can be confident that everything’s working as it should, and you’re only being charged for what you’re actually using. My bill is higher than usual First things first, it’s always worth checking that your charges are based on actual readings rather than estimated readings. You can view the latest statement on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS). Exact appearance may vary ‘Download this bill’ or ‘View details’ to see if the reading is estimated (hint: it will say estimated next to the reading if this is the case). By checking the reading on the meter and submitting it on the ‘meter readings’ page you can correct any over-estimated readings. It’s also worth checking that you’ve been charged the correct unit rates and standing charges. These might have changed recently if your fixed plan came to an end or if there’s been a price change to your variable plan. We’ll always get in touch before this happens to let you know but you can also check the prices on your current plan (and whether you could switch to a cheaper plan) on the ‘Plan’ page. The details on the bill are correct but I’m sure I didn’t use this much Higher than normal usage is normally due to changes in your usage patterns (which aren’t always easily spotted). Can you think of any reason why you might have used more than you expected recently? Common factors might be a colder than usual season, buying a new appliance or a change in circumstances (extra householders or working from home for example). It’s best to take these factors into consideration when trying to explain a sudden increase in usage. If you haven’t already got a smart meter then this might be a good time to get one installed. Get your free smart meter installation booked here. Not only are new meters more accurate, they also allow you to monitor your usage over a half-hourly, daily or monthly view with some handy usage graphs on the usage page of your online account or OVO app. Using these you can pinpoint when exactly your usage peaks which can really help get to the bottom of what might be causing the increase. Notice a spike at exactly the time your immersion heater is set to come on? This might explain things! I’ve got high gas usage, should I check my boiler? The most likely cause of an unexplained increase in how much gas you’re using (and it’s always worth checking your usage against the same period last year, as it’s very seasonal!) could be down to a faulty gas boiler. A boiler which is older or potentially faulty can use more gas to achieve the same heat output. If you’ve got the OVO Homeplan, an annual boiler check is included to make sure your boiler health is checked regularly. If you don’t have this, it might be worth considering contacting a gas safe engineer to make sure your boiler’s in tiptop condition. What’s the best way to locate an energy guzzling appliance? Worried that your electricity usage seems high? By checking the usage of each circuit you might be able to find out the particular appliance which is the culprit. The meter will need to have decimals showing in the reading for this test to be useful: Leave the main breaker in. Turn off all individual circuits (on the fuse board, for example). The electricity meter should stop clocking usage. If not, there could be a short in the fuse/breaker panel box or an appliance connected without fuse/breaker protection. An electrician will be needed to investigate this. Turn on one individual circuit. Watch to see if the electric meter starts to clock usage. Turn off that individual circuit and turn on another one. Again, watch to see if the electric meter is clocking. Repeat step 6 until all individual circuits have been checked. You’re looking for a circuit that causes the meter to clock a lot of usage, compared to the other circuits. There could be a problem with an appliance or a connection on that circuit. We’d recommend contacting an electrician to check the appliances on this circuit, particularly if there are any old or potentially faulty appliances plugged in. Find out the average usage for each appliances on this great guide and some great energy saving advice on the Centre for Sustainable Energy. How do I perform a Creep Test on my electricity meter? If you’ve been unable to get to the bottom of an increase in our usage by locating a greedy appliance, the next step would be to carry out an initial check on the accuracy of the meter with a ‘Creep Test’. To carry this out: turn off the power to your fuse box and check if the meter continues to clock. If the meter clocks (more than 1 - 2 units which could be down to residual power in the wires) then it's either faulty, or clocking someone else’s usage. If your meter is in a communal meter cupboard, sometimes the meter details can get mixed up. Firstly it’s worth checking the meter serial number on the meter matches the serial number registered on your account. You can see this on the ‘Meter readings’ page of your online account. Exact appearance may vary Even if the meter serial number matches, there is a chance that your meter details have been mis-registered. If you suspect this might be the case, contact our Support Team who can arrange a ‘fuse finder’ to confirm which meter is clocking your usage. How do I book a Meter Accuracy Test (MAT)? Completed a ‘Creep Test’ and seen a possible fault? The next step would be to book in a ‘Meter Accuracy Test’ (MAT), by contacting our Support Team. As the MAT involves an engineer visit, there’s an upfront charge to get this arranged, which will be reimbursed if a meter fault is confirmed. A meter is considered faulty if it’s clocking at least 2.5% faster or 3.5% slower than it should. It’s worth considering all other possible causes for a usage spike before booking in this appointment as we can’t guarantee the results, and the cost of this test won’t be refunded if the meter is clocking within the above tolerances. If the meter is found to be faulty, we’ll replace it and re-calculate all the statements issued since the meter fault began. These statements will be based on your average usage, or your usage clocked by the new meter. Hope this helps get to the bottom of your meter accuracy concerns. Have you noticed a recent spike in your usage and need help working out why? Comment below as we love to help you investigate!

I've had 2 emails about a direct debit both of different amounts for the same account. How can I find out which ones correct?

I’m sick to death of dealing with OVO energy. They are constantly trying to increase my DD even though I am actually in credit by over £250 GBP . The smart meter ( which is a comical name seeing that they don’t use it) clearly demonstrates that for the past 6 winter months my energy consumption has been under £70, so as we go into late spring/early summer, would I now be using 50% more. I would suggest that the greedy dividend seeking shareholders use the actual smart meters to calculate the cost and not the enumerate people they currently employ. I will now be contacting Off-Gen to see if it is possible to do something about this company

Sorry, long story! I’m trying to access my Mum’s online OVO account. My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done. I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s. Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”. Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never received any notifications. Phoned support again last week and got exactly the same reply, and still no notifications. Told me that software support was ‘still working hard’ to resolve it, but I’m not sure I believe it. Still getting the same message now. I hesitate to spend another 40 minutes waiting to be told the same thing again. Can anyone here help?

I am looking for advice on what to do when the OVO Energy resolutions team are ignoring my bill dispute, despite me contacting them weekly, and their payments team are simultaneously threatening me with a debt collector. I want something in writing and a complaint reference number, per the complaints procedure. On 21st March, I received a £1737.84 final bill reminder from OVO Energy. That is extra to the £520 I paid during my 6 months tenancy (Simpler Energy tariff). I moved out 23rd February and I have since left the UK. A new tenant moved in, sent a reading and suddenly my bill was revised to a £1737.84 balance. I contacted OVO Energy 21st March to flag my issue and didn’t get anywhere. I sent a bill dispute complaint to hello@ovoenergy.com and complaints@ovoenergy.com – I did receive one generic response, but since then there have not communicated with me nor called. Issue 1: instead of acknowledging an abnormally high bill and investigating, OVO Energy told me to pay-up I chatted OVO Energy Customer Care on the 21st March and explained my situation. Instead of offering to investigate an unusually high bill, the specialist effectively said there was nothing they could do, since the account is closed and that I must settle the balance. It’s not realistic that I could generate such a high bill - equivalent to 3.5x the UK average. I lived in a modern 2-bedroom flat. My partner stayed part of the time. The flat has an electric boiler, which I used in a normal way 2-3 intervals per day for heating. I used the shower daily. I did not use the dishwasher. I used the oven. The hobs are gas. Since I was only in the UK temporarily, I only had essential electronic items with me, like a laptop. Nothing power-hungry. Issue 2: The Landis+Gyr E470 SMART meter was not functioning properly and I was not notified of this, OVO Energy were using estimates The customer care specialist admitted that the smart meter had not been functioning properly. OVO Energy had six opportunities to inform me there was a problem, and I could have intervened - "Your supplier is responsible for installing your smart meter and making sure it works properly" (Citizens Advice Bureau) OVO customer care specialist: "yeah it does look like from what I can see the meters are smart meters but were not sending readings through to us which is why you were being billed on estimated readings. It is difficult for me to investigate more of course since the account is closed and the supply seems to have been switched from us to someone else now." I received monthly bills and assumed all was fine. When I gave one month's notice I was notified the account was in credit. That made sense. I thought case closed, no worries. OVO Energy revised all my bills in the online portal. I cannot even check the account history or any readings, since the system has changed all the totals and closed the readings. I did contact my lettings agency to investigate as suggested by OVO Energy, but as I now live abroad, I can’t exactly pressure them and I don’t know what it will achieve. In conclusion, the bill has to be wrong and the SMART meter was not sending automatic readings, it may also be faulty, which I understand as the responsibility of OVO Energy to inform its customers in good time. Receiving threatening payment messages on the one hand and being ignored by the resolutions team on the other, I’m really not sure what else I should do – until I can take it up with the ombudsmen. It’s very stressful and I hope someone has some pearls of wisdom on other things I can do to escalate toward a fair resolution!

Can ovo send me an email with all the details of when I set up the account in the first place. And also the signature that I signed to set up the account.

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.

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 positive outcome although it was not clear why we were initially told in the call that removal wasn’t possible. I sent an email last night attaching the quotes from our electrician and heating engineer for removal of storage heaters and replacement with heat pump etc. I got a positive response this morning: I am Stephen from account management at OVO energy after reading your email we can go ahead and do that for you but i am going to give you extra information so to proceed with this job there is a charge due to the nature of it I would like to clarify that your okay with that and if you are i can go ahead and get you a price and and book the job for you. Again this seemed positive and I asked Stephen to go ahead and give us a cost. I then had response email from Nahim: Apologies for the confusion form what Stephan said but as of right now, appointments for removing THTC meters aren't available. We appreciate you gave us confirmation the property's heating system is no longer dependant. However we are working on a new meter type that'll basically replace the current two meters and you'll get one meter. The meter will reveal at Spring and you'll get an email when your free meter upgrade is ready As far as I understand it the ‘new meter type’ mentioned has been in development for years and has been repeatedly delayed. I have little to no confidence that it will arrive in spring as promised above. It isn’t clear why we should be expected to wait for this. Ontop of that our experience from speaking to neighbours and friends locally is that smart meters are useless in this (rural) area since they are not able to connect to a radio mast for communication. Any smart meters fitted simply operate as ‘dumb’ meters in this area. Can anyone give us some hope that it is possible to get the redundant THTC meter removed as we have requested? Is there any technical reason why this wouldn’t be possible? Failing that at least any good reason why we should have to wait for the new meter to be developed and rolled out? It seems in this instance that whilst waiting we’d have headaches if we wanted to switch supplier etc because we’d have a strange setup with a redundant meter and two MPAN numbers associated with the property. This could go on indefinitely since the new meters are not yet launched. Below is a photograph of our current setup incase this is useful: We’d really appreciate any help on this! Thanks

So whilst i was away the My OVO app showed i was burning 30p a day of gas. Now i use NEST so i turned the thermostat to off before going I have no other gas appliance so unsure what to-do, i have OVO smart meters so could they be sending false data?

Updated on 31/03/25 by Abby_OVO Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate. If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least one month’s direct debit amount in credit plus £5, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS): You can apply for a refund of up to £500 online and the balance will return to your bank account in no more than 10 working days (in most cases it will be within 4 working days). Find out more about requesting a refund online here. If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter. If you’re on a fixed rate tariff, you’ll still be required to keep one month's worth of direct debit as credit in your account. If you’re on the Variable tariff you aren’t required to leave any credit on your account, although it is advisable. How can I apply for a refund on my online account or OVO app? Notice you’ve been building up some credit on your OVO account and want some back in your bank account? You can now request a refund of some of this credit yourself by logging in to your online account or OVO app (download for Android or iOS). Step 1 Click the ‘Payments’ menu option to the left of the Homepage. Step 2 Scroll down until you see the ‘Refunds’ section Step 3 Click the ‘Find out how to get a refund’ button Step 4 Here you’ll be able to check whether you can apply for a refund currently, if it’s possible you can click ‘Apply for a refund’ Just enter the amount you’d like refunded up to a maximum of £500 (making sure there’s still at least one Direct Debit amounts remaining in credit plus £5). If successful you’ll see this confirmation page If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter. How often can I apply for a refund? For technical reasons we can only process one refund request for every 24 hour period so if you’ve made a mistake or need to make another refund request you’ll need to wait 24 hours. I’ve just received my monthly summary and see I’m in credit - Why has my refund request failed? Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate. If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least one month’s Direct Debit amount in credit plus £5, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS) - If you’re seeing an error message when you believe you’re eligible for a refund, reach out to our Support Team who can investigate the issue and apply for the refund manually if possible. Where’s my final refund? Usually when you switch suppliers, we’ll receive the information we need from your new supplier and issue a final statement within 6 weeks of your switch date. If you’ve got a credit balance, once the final statement has been issued, this’ll be automatically refunded and be back in your bank account no longer than 10 days after you get the final statement. More info on this process in the video below. Occasionally a final statement might be delayed which means your refund may take longer than expected. If you’ve still not received a final statement and it’s over 6 weeks since your switch, reach out to our Support Team, who can check what’s caused the delay and may be able to offer a partial refund in advance of your final statement. Hope we’ve covered all your refund queries! Got a question not covered by the FAQs? - Comment below and our community members may be able to offer some more advice.

[FAC = Future Annual Consumption. It has other names, but it’s a figure used by the Direct Debit calculator to determine a predicted cost for the period it covers. It’s akin to the EAC, a figure determined by the energy industry and made available to comparison sites, so they can all calculate annual costs on the same basis. OVO publish the FAC for an account on the Plan page in a browser, but it doesn’t seem to appear anywhere in the app.] This question has been exercising me ever since my SMETS1 meter was exchanged for a SMETS2 model in 2023. Nothing I read anywhere could explain the odd FACs I was seeing. I eventually discovered that, despite what the documentation says, all historic data preceding a meter exchange (MEX) are discarded. The FAC is then calculated on the basis of actual consumption and a notional figure (the EAC) provided by 'industry'. That notional figure is also allegedly based on a nominal starting value, adjusted periodically for actual consumption. This just didn't happen for my account for a number of reasons, so it wasn't until a year after MEX that my FAC reached parity with actual consumption for the preceding year. Since then, my FAC has been quite reasonable, but it's not the same as the actual metered consumption. I think I've found a way to predict the FAC that tallies pretty well (but not precisely) with the published figure. These are the results so far this year: Note the distorted scale. Any variations would be barely distinguishable if the ‘Y’ axis started at zero.Major wobbles (e.g. 26 January) result from Power Move Flex Power Up events. Points to note: This is an electricity-only household. The meter is configured for Economy 7 and the MPAN shows PC02, i.e. this is a domestic multi-rate metering point. This is a bit trickier to handle, so the FAC is only updated weekly. I understand that single-rate (PC01) MPs may have their FAC updated more frequently. Even though I'm nominally on E7, I opted some time ago to pay the same rate for peak and offpeak usage. My new FAC appears in whole kWh on the Plan page like clockwork every Sunday morning. I have to sneak round the back to find out what the precise figure is, so that I can do my own Direct Debit calculations. I get it from the DD API, which tells me what the yearly predicted energy cost is in £p. It's then a quick calculation to remove the VAT and the standing charge; what's left divided by the unit rate gives me the FAC, which I round to one place of decimals. This is the figure used to calculate DDs. It used to be quite simple to get the FAC for peak and offpeak usage, but that ability went away when my tariff was fixed last year, so I'm stuck with a single overall figure. That may be the reason why there is a tiny (±0.05%) difference between my guesses and the actual outcome. Why is the published FAC consistently higher than the annual consumption? I think it's because the calculation also looks at older data, in my case from MEX in September 2023. At the moment, these include two winters but only one summer, so of course the annualized consumption over the whole period is marginally higher (~0.8%) than the actual consumption over the past twelve months alone. I won't be able to see whether this hypothesis is true until we reach the meter's second birthday in September 2025. I don’t know how far back the calculation goes for older meters, but ISTR reading five years somewhere. While the newest FAC is published on Sunday morning, I had to experiment a bit to find which readings were actually being used. It seems to be the preceding Thursday's. I don't know whether the figure is the midnight snapshot or one polled specially for this purpose. If it is a one-off reading, this could also add to the 0.05% discrepancy. I've chosen to publish these findings now, because the latest guess is for the first time this year lower than the preceding one. I can hardly wait to see whether Sunday's FAC will also be lower than last week's. Any betting people among you?

My apartment is on electricity only! why my electricity heating using 10KW to run in 50 minutes! It cost me 4£ to run for only 50 minutes!

Updated on 26/02/25 by Ben_OVO: Got issues registering or resetting a password for your OVO app or online account? We’ve made a recent change that might help: OVO customers should ideally complete these steps in the web portal (online account) first. Once complete, these details will be copied over and available for use in the OVO App. On the login page click ‘set up account’ Enter your email address when prompted You’ll be sent a link from which to set a new password Once you’ve set the password you’ll have access to the online account You’ll then be able to log into the app using the same email address and password If the above steps don’t work, go back into the password reset email, scroll down and select the option at the bottom of the reset email " open this email in your browser " This should then allow you to follow the steps as prompted and login into your account. Please note: This has been extensively tested and in the vast majority of cases will resolve the issue. However, there are still some issues with users of any Microsoft email domains such as Hotmail, Live, Outlook, Microsoft. We are working on the resolution for these customers and will update once a fix is made available. There may still be issues for other customers with different email domains but these could be related to something else. See the advice below for some ideas to try, and let us know in the comments below if you still have an issue resetting your password. Alternatively our Support team may be able to advise with this. If you’ve just joined OVO, your online account or OVO app (download for Android or iOS) may not be fully accessible until you’ve received your opening statement (around six weeks after your switch date or about 4 weeks after you contacted us following a house move). If you’re having issues after this point, see the advice below which has been taken from our tutorial to login issues: Login Basics Once we’ve updated our online account, you’ll only be able to log in using your email address, your Customer ID number will no longer be recognised. You’ll only be able to set one password per email address. This means that if you’ve got the same email address registered to multiple accounts, all these accounts will use the same password. This also means that password resets will affect all accounts. If you do have multiple accounts, our Support Team can link them all under the same online account where possible. If there's no email address registered to your OVO account, you won’t be able login. You can register your email address when you first join us, or by reaching out to the Support Team if you’re already a customer. First Steps It’s always best to check we hold an accurate email address for you. A good way to confirm this is to see whether you’ve received any emails from us already, this could include your welcome email or monthly summaries. Our Support Team can help correct or register your email address if you haven’t yet received any emails from us. Error Message? If you’re having an issue resetting your password and are using the Outlook Live app we are aware this may cause an error message, if so, please switch to a browser version. An error message saying, “Sorry, something went wrong. Please try again later” usually means there’s a technical issue which is linking a failed account to your details, for example if you’ve recently moved in and your new account hasn’t been fully activated. In this case reach out to our Support Team, they’ll be able to get things corrected with the help of our Tech team. Duplicate Emails If your email is a used on more than one OVO account, there could be two ways to login: If you have multiple accounts which have all been migrated to our new billing platform you’ll just need to login using your email address. You’ll be shown a landing page, from here you can select the relevant account number which will open that online account. You can switch between the accounts by clicking ‘Account’ in the top right of the Homepage: Exact appearance may vary Password Resets You can reset your password by clicking here. There's no difference between ‘set up account’ and ‘Reset my password’ Password reset emails expire after six hours or if a newer password reset is requested within that time A reset email is only sent if the email address used matches a registered email address If multiple password reset emails are sent, only the most recent one is valid The criteria for setting a password is: At least 8 characters At least 1 upper case letter At least 1 lower case letter At least 1 number At least 1 special character (!?£@#$%) If you’re not able to access the password reset screen by clicking on the ‘Reset My Password’ button in the reset email, you can copy open the password reset email, scroll down’ and click ‘open this email in my browser’. Haven’t received a password reset email? There are no known issues with the password reset platform and reset emails are typically delivered within seconds. If you haven’t received the email then it’s usually caused by the following: Your email inbox hasn’t refreshed The email may have been delivered but hasn’t synced on the member's device/browser. This could be due to a network issue or because their email client is set to refresh on a schedule, e.g. every 15 minutes. Try refreshing this manually. The email has been filtered as junk/spam You should also check that you haven’t accidentally marked us as ‘Spam’ or blacklisted emails from hello@ovoenergy.com or noreply@ovoenergy.com. You haven’t verified your email address You’ll need to ask our Support Team to update the email address on your OVO account. You’ll then be sent an automated email containing a link to verify the email address. Once you’ve done this, you should be able to request a password reset email. The email address you’ve got registered has recently been changed on our systems and hasn’t had time to update on your online account If you've changed your registered email address it can sometimes take up to 24 hours for this to update. In this case, try and request a password reset email the following day. If none of the above is successful Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account. Try disabling any password managers that may be interfering with the login details you’re entering. You should also try: Logging in via the app if you can’t login via a browser (or vice-versa). Using a different device or browser (Chrome is recommended). Clear cache/cookies on browser. Clear cache and app data then uninstall/reinstall the app. Waiting a day for any changes you've made to update across all systems. If you've followed all of these steps and you're confident there's still a login issue with your online account or the OVO App then contact the Support Team. If you can provide as much of the the following information as possible we’ll then be able to forward this on to our Tech team if required: Mention all actions you have taken already. The correct email address that you’d would like to use. Are you trying to login using the app or browser? What device, OS and browser are you using? Are there any specific error messages? This does not include 'Wrong Email or Password'. How long has this been occurring? Relevant screenshots are always welcome and useful. Hope we can get things sorted and you logged back in ASAP.

Updated on 14/02/25 by Ben_OVO Three-phase meters Three-phase meters are used when a home's electricity use has increased significantly. This could be because you've had an extension, or you're running large appliances like solar panels or heat pumps. Likewise, if your electricity demand has decreased, you might need to change to a single-phase meter. You’ll find out in this article how to change your meter to meet the demands of your property. How to tell if you have a three phase meter The best way to tell if a property has a three-phase supply is by looking at the electrical fuse (sometimes called electricity supply, service head, or cut out). Typically a single-phase will have one fuse and a three-phase will have three 100 amp fuses. Requesting an upgrade to a three-phase supply If you’re increasing the electricity demand required in your home (eg by installing multiple EV chargers or a new electric heating system) an electrician can advise whether you might need to upgrade to a three-phase supply. You’ll then need to contact your Distribution Network Operator (DNO), who’ll be able to upgrade your existing fuse to three-phase. You can then book with us to have your meter upgraded to three-phase. It’s usually about a month until an engineer can get to you. Check out our full guide to 3 phase meter maintenance costs here. Can OVO install three-phase smart meters? As part of the three-phase upgrade, it’s likely that a three-phase smart meter will be installed, but we can’t guarantee it. For three-phase supplies we can sometimes install an ‘SMETS2’ smart meter. If you already have a three-phase supply, we can book an exchange for you, making sure that the job is sent to a three-phase trained engineer. The process for downgrading your supply to single-phase You’ll need an electrician to check that your existing meter can be downgraded from three-phase to single-phase. You may also need an electrician to change some wiring to your electrical units. Again, you’d need your DNO to replace your fuse to a single-phase fuse or downgrading the fuse carrier. We’ll then arrange to have the meter exchanged in a separate appointment. Our lead times tend to be about a month. As this work would also require a three-phase trained engineer, it’s booked at the same cost and with the same time frame as an upgrade. A downgrade of your supply would also mean you’d be able to get a SMETS 2 meter installed. If you know you need a three-phase meter, or want to downgrade a three-phase meter to a single-phase meter, please get in touch with our Support Team. Once the appointment is booked we’ll contact you if anything changes, or if we need to reschedule. Comment below! There’s plenty of energy experts here who’d love to take a look and help where we can. Thanks, The OVO Team

Our SSE FITs account has just been transferred to OVO - already we are singularly unimpressed by the ‘help’ OVO customer service have provided, and reading through the horrific stories on this forum of FITs payments being delayed by 6 months and more, we feel that we should remove our account to someone who gives a (insert expletive) about their customers. at the earliest opportunity. We were only given a week’s notice by SSE that our account was being moved. So, two questions: how do we shift to another FITs Licencee (we have the Offgem list and our current supplier is one of them - better the devil you know, as they say); Second, as our last payment from SSE was for the period up to June 2022, how do we get a final payment for the third quarter plus any intervening days at transfer out of OVO without having to resort to *edited by mod*

Until recently, I could be fairly confident that OVO had retrieved my midnight meter reading and yesterday’s usage data by the time I signed in each morning. There were occasional delays; once or twice one or other of the data sets didn’t arrive until later in the day. Now, I find that the data aren’t appearing in my account until more than 24 hours after the event. No data for Saturday had arrived when I switched off at 01:00 last night. This makes the billing details for the current period unreliable. At 01:00 on 17 March, I was seeing energy use charges for 15 days and standing charges for 16. Now at 12:00 I’m seeing a different balance, because the use charges are still for 15 days but the standing charges are for 17 days. I learnt that this was a consequence of the move to MHHS, but I don’t understand why this would affect the retrieval of meter readings - the basis for live billing. Would things get back to normal if I were to withdraw consent for half-hourly data for settlement?

In this article we’ll show you how to use your online account to book an Energy Expert visit. An Energy Expert can give you professional energy saving advice, a new Energy Performance Certificate and a full assessment of how your home uses energy. We’re offering a great deal on Energy Expert visits. These visits are normally £100, but if you’re an OVO customer we’re offering appointments for just £25. To sign up for a visit, you need to be the homeowner. For more information on the Energy Expert visits, we’ve got a detailed Forum post, or read the full terms . Watch a video showing what to expect from your visit here . To book the appointment, log onto your online account . Click on ‘Offers’ on the left side of your home screen. This will take you to a page showing you all our offers and upgrades. Scroll down to the Energy Experts section and select ‘Book your home visit’ This will take you to the booking journey. Enter your postcode Select the topic or topics you’d like our Energy Expert to help you with. They’ll tailor the visit to suit your needs. Choose the date and time for your appointment. Someone 18 or over will need to be at home during the visit. Some appointments have an ‘ECO’ label, this means that the Energy Expert will be close to your address at the time, so won’t have to travel far to get you. Click ‘Next, and enter your address. Click ‘Next’ again, and enter your contact details. Click ‘Next’ and confirm the booking. You’ll then be directed to a payment page. Once you’ve paid, the appointment will be confirmed. You can cancel or change your booking in your online account .

I have a 2 yr fixed dual fuel contract finishing on the 29th Sept. The fixed deals for the same from Ovo have been reduced slightly in the last week, but are still higher than some other suppliers and above the price cap rates that come in on 1st Oct. Shall I wait to see if OVO will reduce again for fixed deal, go onto standard variable, go onto standard variable for a short while and then get a better fixed deal?

I am currently an ovo customer on economy 7. How do I change to economy 10?

Updated on 17/12/24 by Emmanuelle_OVO: Did you know your meters have a ‘best-before’ date? Meter certification may sound a bit dull, but it’s an important part of making sure we’re able to measure your energy usage accurately. Here’s what you need to know - especially if we’ve let you know that your meter needs to be replaced soon. Every meter has a certification When it was installed your meter was certified - giving it a date at which it will need to be replaced. Most people don’t realise that their meter even has this certification, as the information isn’t always written on the meter itself. You can read more about the technicalities behind the certification process on this government website. Your meter’s certification will expire after a set amount of time Your meter’s certification can last between 10 and 40 years. The information about the expiration date of your meter is held by the energy industry - who’ll let us know when it’s nearly expired. As your energy supplier, we’ll then be in touch to let you know. If you haven’t had your meter replaced and the certification expires, the meter is still safe. However it may mean that it’s running slightly too fast or too slow and therefore you may end up being charged the wrong amount for your energy usage. Getting your meter replaced when it’s certification runs out As we can’t recertify your meter, when it’s current certification ends we’ll get in touch to arrange a meter replacement, free of charge. We replace expired meters with new, next-generation smart ones also known as SMETS2. Traditional meters aren’t available in the UK as they are no longer being manufactured, which is why we will replace your expired meter with a smart one. These second-generation smart meters allow you to switch suppliers without needing a meter upgrade. They can also help you track your usage - by sending us daily or even half-hourly usage data which you can view on the ‘Usage’ page of your online account or OVO app (download for Android or iOS). Check out the great guides below for more details on the benefits: OVO member but not got a smart meter yet? - Book today! Interested but not yet an OVO member? - Check out our plans!

On 17 February, I elected to switch from a one-year fixed plan to a new Extended Fixed plan, which started on 18 February. A few days later, I noticed that the rates for this type of plan were falling fast, so on 3 March, I asked to switch to a new Extended Fixed plan. I asked for - and received - confirmation that because I was still in the cooling-off period for the current contract, no exit fee would be payable. The agent handling the switch told me that the exit fee would be automatically applied to my account, but it would be ‘wiped’ immediately. The following morning, I saw that the new plan had entered into force, but the billing page showed the exit fee of £75 as a charge. This had the effect of plunging my account into debt - precisely the situation I was trying to avoid. When the charge was still there the following day, I again contacted Support and asked why the charge had not been ‘wiped’ as I’d been told. It took two separate chat sessions involving different agents and much waiting while consultations took place backstage. Eventually, I was told that the charge had been reversed. Checking my account later that day, I saw that it was again in credit. Strangely, the wrong exit fee charge had not been reversed as I expected, but instead there was a ‘goodwill’ credit of £75 to balance it out. I can’t help thinking that the system is flawed if it automatically applies the exit fee even during the cooling-off period, with apparently no way of reversing it. It was particularly distressing to see the account in debt because of this fault. I wonder if there are cases where a customer less obsessive than me about the state of the account has wrongly been charged an exit fee and just not noticed. Could someone check whether my experience is the one customers can expect when cancelling a tariff change during the cooling-off period, ​@Bradley_OVO? If it is, there should be a warning somewhere! The bizarre wording from the confirmation email: * PS The change of plan can only be done over the phone. This means, of course, that I have no evidence of the agent’s assurance that the fee would be ‘wiped’ immediately - yet another example of the evils of insisting on oral communication.