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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.

Struggling with your energy bills? We’re here to help

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F.A.Q.

Complex Multi-Rate Meter & Heating types

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Tutorial

Do I need to submit a meter reading or do anything ahead of the Price C...

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627 Topic threads

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
29 days ago
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Carbon Cutter*****
Colin WheelerCarbon Cutter*****
posted in My account

SWITCHING TO ANOTHER SUPPLIER

After 7 months of pure aggro with OVO, having been auto migrated from SSE we have given up trying to resolve the issues caused by OVO and decided to switch suppliers. We have tried and failed to get OVO to treat us with fair customer service, and despite several interventions by Ombudsman services are still not in a position where we get proper service as both a high winter consumer and a high summer provider of Power. Facts;It took more than 4 months to get our import billing correct after merge, with opening and closing figures for bills being based on estimates despite us supplying meter readings.7 Months from merge and we still have no detail from our FITS readings and Export readings or accurate statements.We have never been able to add an Export reading to our account online as OVO refuse to make this provision available, and e mails sent to the FITS team are never answered, a standard acknowledgement of receipt “ we are very busy you know!” Due to no statements being provided we

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Carbon Cutter*****
3 hours ago
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MarkS1Carbon Cutter****
Posted in My account

When will I get access to my online account?

OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024. Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024. A selection of my recent correspondence with OVO is below.   9th December“I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”11th December“We are currently working towards getting a defined date for when you would be ab

141
Shads_OVO
Community Moderator
8 hours ago
M
New Member*
MCBrowncoatNew Member*
Posted in My account

Gas meter reading history not showing

Hi, having submitted meter readings for electricity and gas on the 21st April I noticed that my gas meter reading history is not showing for the last five years, the last reading is showing as the 26th July 2019, even though I have been submitting every month. I've seen on this forum that this problem has occured with other users, is this a known issue again and if so, when will it be fixed?

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Shads_OVO
Community Moderator
16 hours ago
Gary
New Member***
GaryNew Member***
Posted in My account

Can we get access to the OVO energy online account API to download our smart meter usage data?

Hi Ovo, I wondered whether the API that powers your live and historical usage page in the account menu is something you could look into opening up a bit so we can freely access our raw data and also perhaps it may stimulate some interesting community projects? For instance (more sport related), Strava and Fitbit.

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knight
Carbon Cutter**
1 day ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account

Why is my Future Annual Consumption estimate so persistently high?

I have just read this passage about FACs in another thread: “… my own experience shows that [the future annual consumption figure] is being based on, (or at least being adjusted based on) actual meter readings. I could see my FAC for gas changing (reducing by large amounts) within minutes of submitting a new meter reading.”This is what is supposed to happen, if I understand the wording here: Usage projection is a figure produced by our billing system, that uses smart meter readings (if available) to project the usage for you over the next year.We clearly have a two-tier system: an ineffectual one for smart meter customers, and another better one for everyone else. Those who submit manual readings 'see their FAC changing within minutes.' Those of us with smart meters are apparently subject to a system which can take months to adjust the FAC to actual usage, despite having meter readings recorded automatically every day.My own (electricity only) FAC got stuck last year after a meter adju

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Firedog
Plan Zero Hero
1 day ago
G
New Member*
gbucklerNew Member*
Posted in My account

How can I submit a Feed in Tariff or Smart Export Guarantee reading?

Where can I access the OVO FiT reading submission form as the links in the e-mail I have been sent do not work?

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S
Carbon Cutter**
9 days ago
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New Member***
Chris84New Member***
Posted in My account

I had an agreement with my previous supplier but it's not been carried over to OVO, what can I do?

Back when SSE were the supplier before OVO took over from them,i agreed to changed my gas from fixed rate to pay as you go and pay of the remaining debt ,i have confirmation letters saying welcome to pay as you go but since summer 2018 no one has came out to change my gas over, same thing november 2018 sent out letters after i agreed again on phone to change it to pay as you go its now febuary 2024 and still no one has came out to change the gas over to pay as you go and now im in quite abit of debt close to 3k now im being passed over to debt collection agency's this whole process has been a nightmare , personely i think they should clear the debt as i agreed to pay as you go and they are the ones at fauly for agreeing to switch me over but not actually doing anything. 

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C
Carbon Cutter**
14 days ago
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Carbon Cutter****
sinca123Carbon Cutter****
Posted in My account

High electricity usage- What could it be?

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! 

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J
New Member*
9 days ago
J
Carbon Cutter****
JamCarbon Cutter****
Posted in My account

How do you escalate a complaint?

How do you escalate a complaint to stage 2?I have no final statement for gas after 7 weeks. No one is allocated to produce the final statement so Customer services say that the complaints department won’t speak to me. I wait on hold for 50 mins. They put the phone down without speaking when I finally get through. How do you get through to this company? 

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J
Carbon Cutter*
9 days ago
M
Carbon Cutter****
madhouseCarbon Cutter****
Posted in My account

Meter readings not updating account balance

I always send my meter readings on the due date and then check my account to see whether they’ve been activated. I submitted readings on July 8. They still have not updated my account by today, July 11. Usually the updates happen within the hour. Anybody else not able to see how much they’ve spent in the past month?

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W
New Member*
12 days ago
J
Carbon Cutter*
JintysbhoysCarbon Cutter*
Posted in My account

Why are OVO still taking a Direct Debit, and not refunding me final credit balance when I switched away months ago?

Left ovo months ago but still charging me £136 a month d/d even though I’m £400 in credit why?

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A
New Member*
14 days ago
T
New Member*
TchexovoNew Member*
Posted in My account

Opened a new account in error when trying to renew

A month ago I tried to sign up for fixed rate energy but accidentally opened a new account, no problem I thought, I'll just contact customer support explain what happened and get them to close this accidentally opened account.Support assistant assured me it was all fine and the account was closed, yet a week later I have money unlawfully deducted from my bank as they had not closed it at all. Repeatedly complained telling them this was an issue and have been given nothing but lies, lies and more lies regarding the missing money (in one case they even replied to the wrong customer complaint and gave me someone else's account details). If there is no other way to resolve what should have been a really simple matter it seems like there is no other choice but to take the matter to claims court and sue OVO for the money, but I thought I might post my experiences here to see if anyone else has had similar issues and if there are any other available resolutions available?

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P
Carbon Cutter****
12 days ago
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Carbon Cutter*
l_scattergoodCarbon Cutter*
Posted in My account

Why such a large increase to my recommended Direct Debit?

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. . Don’t they realise I will simply switch back . Lol  

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J
Carbon Cutter****
11 days ago
J
Carbon Cutter***
jud ClarkCarbon Cutter***
Posted in My account

incorrect reading

Hi, I currently pay £120 per month for electricity and this more than covers it. I manually submit my meter reading online.I received an email saying I was in debt (by a lot) and quoted my last reading figures- which were not the ones I put in, every number out of all the digits, barring the first was incorrect.The reading stated on my account on 25th March is actually still 520 units above what I have used up till today (almost a month ago).How do I contact OVO to tell them not to put my direct debit up?Also they still estomate an old storage heater meter which has never been used, heaters removed when I moved in and air source heat pump installed. The reading on this has never changed.

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Blastoise186
Plan Zero Hero
2 days ago
F
New Member***
fun2funkyNew Member***
Posted in My account

Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!

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B
Carbon Cutter**
2 days ago
A
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Ab0208Carbon Cutter*
Posted in My account

please shed some light

Can someone please explain this, there has to be a problem with our meter for this we have this issue ever since moving in and SSE refused to give us a check meter untill he refused to pay the bill  

11
A
Carbon Cutter*
6 days ago
L
New Member***
lesleydNew Member***
Posted in My account

Half hourly readings stopped

I’ve had to request half hourly readings be reinstated after it was stopped without my consent. I’m betting this will affect my chances of achieving the full Powermove credit this month. Why did this happen? (The half hourly readings should have been reinstated after I found out.)

4
Jeffus
Plan Zero Hero
5 days ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account

Have you got the OVO Energy app?F.A.Q.

Updated on 18/10/23 by Abby_OVO - Download the OVO app for Android or iOS In the age of smartphones and tablets, it’s often more convenient to grab your phone than it is to pull out your laptop. If you like to keep your OVO account up-to-date on the go, the OVO Energy app is also much easier to use on mobile than the mobile version of MyOVO. Here’s some of my own tips and advice to help you get started. What can I do with the app? Pop meter readings in, check the balance, top-up your account balance, see your usage… Quite a lot really. Pretty much the only major things you can’t do within the app are changing your tariff or contacting someone for help. And blasting the giant boulder of doom that’s chasing after you… OVO’s still figuring that last one out…  How soon can I use the app after signing up? Although you can login as soon as you’ve got your account in MyOVO, the app works best once you’re on supply with OVO. Check back soon if you’re still switching! How do I login? Easy! The

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ChristopherS_OVO
Community Moderator
5 days ago
L
Carbon Cutter*****
Lucky2Carbon Cutter*****
Posted in My account

Power Move Flex

Did anyone else receive this email yesterday? 

8
Nukecad
Plan Zero Hero
5 days ago
J
Carbon Cutter*****
Jon.bushby
Posted in My account

wrong bill amojnt

I regularly check my OVO app to see the balance. Up until about 2 weeks or so ago I was in credit by about £400. I checked yesterday and it’s over £900 in debit. I’m looking through my historical bills and they’ve been modified to show my account in debit when I know for a fact my account was in credit. Changing my historical bills is just plain naughty. I’ve just opened a complaint but I wondered if anyone else has been having this problem?

2
ChristopherS_OVO
Community Moderator
6 days ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account

Price cap increases- To fix or not to fix?

Customers on variable tariffs (SVT) are being notified these days of tariff increases from 1 January. At the same time, many are being given the opportunity to switch to a fixed-rate tariff. I am trying to decide whether it would be a good idea to fix, but I’m not sure I have all the information I need. Gas hasn’t been invented yet in my corner of the world, so I’m only interested in electricity tariffs.Cornwall Insight are a well respected crystal-ball gazer where energy prices are concerned. Their predictions for 2024 show small ups and downs in unit prices, but one startling forecast is for a hike in the standing charge of the order of 15% on 1 April. For a light user like me, this is hugely significant. On SVT, the standing charge would amount to 37% of my bill in January, but by October this would have risen to more than 41%. The fixed rates I’m being offered would keep the standing charge at more or less the current level, so that makes fixing look like a good idea. But … we know

97
J
Carbon Cutter****
7 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

Direct Debits - What do I need to know?Tutorial

Updated on 06/10/23 by Emmanuelle_OVOHow Direct Debits work A Direct Debit is an automatic monthly payment set up with your bank or building society. It means you can choose which day you want the payment to go out each month, and your bank will sort the rest.Once a Direct Debit is set up, you don’t need to do anything else.It’s often the best way to make regular payments, such as your energy bill. Why paying by Direct Debit is the best way to payDirect Debit is usually the best way to pay bills because:you get a cheaper rate if you’re on our variable Simpler Energy plan you don’t have to think about it – it’s all done automatically each month you don’t need to worry about forgetting or missing a payment it can help you budget as you know how much is going out of your account each month and when it spreads your year’s energy costs evenly over 12 months How we work out your payment amountTo work out your monthly Direct Debit amount, we:look at your energy use to date and how much you’re

13985119
NotQuiteAlice
Carbon Cutter*
15 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

How can OVO help in the event of a bereavement?

Updated on 09/10/23 by Abby_OVO What to do if an OVO account holder passes away If a friend or family member has recently passed away, you may consider seeking advice and support from the Citizens Advice, who are a friendly and well informed bunch, able to help with energy and non energy related actions.  If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com. If you’re the executor of the estate, you can help us by gathering the following details before you call: The date the person passed away Your contact details Your bank details, if you plan to take over the account Meter readings If you're not the executor of the estate, you can still let us know the account holder has passed away. We'll then need to arrange

803659
U
Carbon Cutter**
16 days ago
K
Carbon Cutter***
KatyLCarbon Cutter***
Posted in My account

What is OVO’s complaints procedure?

I’ve been having ongoing issues since our migration from SSE on 20th February. Still getting nowhere and have made 3 phone calls to the customer service team. Made a formal complaint and all they could say was they can’t access my account as it’s still in the migration period. It will take another 10 days for my complaint to be resolved even though my previous complaint (10 days ago) hasn’t been resolved yet.  can you tell me what the complaints procedure is? The guy I spoke to at resolutions was super creepy and told me to go and look after my kids 🙄

103
J
Carbon Cutter**
20 days ago

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