My account

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

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638 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

570
Emmanuelle_OVO
Community Manager
20 days ago
J
New Member*
JWHNew Member*
Posted in My account

HOW DO YOU ESCALATE A COMPLAINT

HELP PLEASE !!!!I’ve been going round in circles for 2 years. I had a dd set up with OVO which was more than enough to cover a house of our type. Problems started when we moved to SSE (now OVO). We have never had any problems with any other energy provider - Npower, EON and our LPG provider. After a couple of months SSE/OVO said we owed them £8k despite having a £500 dd in place. This was in 2022. Our house uses LPG for heating and hot water so OVO only provide electricity for lights, washing machine/dryer and cooking. £500 per month should be more than enough. They are saying I now owe £13k and have contacted credit rating agencies because I have not paid this disputed £13k. Over the years I’ve dealt with many claims resolutions specialists from SSE and OVO. All of them have been really nice, but we just go round in circles. We’ve had an expert report which noted there were problems with the meter and its installation and everyone says it is impossible for us to be using the amount of

4
ChristopherS_OVO
Community Moderator
1 hour ago
P
Carbon Cutter*****
Paul_BedfordshireCarbon Cutter*****
Posted in My account

Duplicate Account Refund Issue

Due to an error renewing I ended up with a duplicate account. It has been sorted. The duplicate account is now showing "No supply points found" and inaccessible and my electricity is now back on my old account.However I had a direct debit of over £100 to the new account. I contacted the call centre and asked for a refund. They said that during the chaos about £6 of electricity was used on the new account so I would get a refund less that £6.This will take about 4 weeks apparently but they hoped it would be quicker. I'm a bit nervous that by not cancelling the direct debit so the refund can go in I am leaving myself open to another direct debit next month if the system is at all buggy? 

3
ChristopherS_OVO
Community Moderator
1 hour ago
Y
New Member*
YemNew Member*
Posted in My account

unaffordable bill

Good morning. I received a ridiculously unaffordable bill which was estimated for me to pay. I have been calling since then (about 2months now) I also called yesterday and was told my meter is still not communicating with them and that the complaint handler will give me a call yesterday (a call I never received).It is really becoming depressing and frustrating. I was told the account will be put on hold but apparently not done because I received an email saying an unaffordable amount has be updated as my direct debit. I already have my regrets using OVO. They are not taking this seriously and another painful part of the whole thing is that. Each time I call, I have to explain everything all over again and this is really depressing. I have Sent meter readings, kettle test reading, and about 4 pictures of the meter with same response that the meter is not communicating with them ( took them a whole year to detect that). That is how I was also told they sent an engineer to get a meter rea

0
Y
New Member*
3 hours ago
R
New Member***
rpg28New Member***
Posted in My account

Online account still not fully set up

I switched from Scottish Power to OVO approximately 8 weeks ago. My online account is still not fully set up, it says “Officially On Supply, Getting Your Account Ready”. As such, I cannot access my metre readings or sign up for OvO Anytime because the account isn’t fully set up. Tried phoning OVo Customer Services twice and given a reference number and told they would contact me. Nobody has been in touch.Anyone experienced similar and have any advice to get it resolved?   

2
R
New Member***
12 hours ago
A
New Member**
Alizap888New Member**
Posted in My account

Massive Standing Charge Inflation

Why has my standing charge gone up from:24.61p per day in 2022 to43.39p per day in 2023 to60.31p percday from 1st April 2024?This is way higher than inflation. 

5
B
Plan Zero Hero
17 hours 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

71
W
Carbon Cutter*
18 hours ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account

Direct Debit review timeline

I recently depleted the large credit balance on my account following the end of the Interest Reward scheme. Since the start of April 2024, there has been a warning on my Home page like this:    Now, I’m well aware that I can’t go on paying only £5 a month for long, but the current balance is high enough to keep me in credit into the summer. I plan to increase the monthly payment to a realistic sum before the account goes into debt.Can anyone with experience of warnings like this and what they lead to explain ‘what happens next’? How soon can I expect to be told that I have to increase my Direct Debit? How soon after that is an increase imposed? I’m asking because the Future Annual Consumption figure for my account is far too high, but falling. With any luck, it will meet my actual annual consumption in August or September, but until it does, the recommended DD will be too high. I’d like to pre-empt any OVO-mandated increase. If I were to adjust the DD now to the current ‘minimum paymen

8
Firedog
Plan Zero Hero
20 hours ago
I
New Member*
ivneetNew Member*
Posted in My account

overcharge

I really need help and advice!  I have recently been informed I owe OVO around £6500. I moved to my new house in April 2022 and payed an average of £45 per month. In July 2023 I got charged £80.43. All of a sudden In August 2023 I got charged £1,213.56. This carried on until November 2023. In December 2023 it then goes down to £390.18.can someone please shed some light. We are in communication with OVO and think our electricity cost is just ridiculous. This will affect me financially and think this overcharge is ridiculous.  can someone tell me how this is even possible? 

1
ChristopherS_OVO
Community Moderator
20 hours ago
J
Carbon Cutter*****
jimgamgee1ringCarbon Cutter*****
Posted in My account

direct debit increase

Yet again OVO has decided that my DD is to be increased without any consultation.  My account is in credit, we are in a reduced charge for the next 3 months, I am not on any plan 

5
ChristopherS_OVO
Community Moderator
21 hours 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

60
Blastoise186
Plan Zero Hero
3 days ago
C
Carbon Cutter***
Coles94Carbon Cutter***
Posted in My account

UNJUSTIFIED CCJ!!

COMPLAINT (so far been ignored)SSE have admitted fault "an error on their system" yet want to take me to court over an "unpaid bill" it confirmed on a call that it HAD been paid when I moved out of the property in 2021. I now have a CCJ on my file BECAUSE of their mistake! I'm in the process of applying for a rental property and have failed referencing due to this. I have evidence that my final bill was in fact paid and after going to a the Financial Ombudsman (who also agreed I shouldn't have to pay anything) it seems the company do not and will not deal with my complaint. I requested all information under the Freedom of Information Act and DSAR as I have a right to see what they have on my account and an agent has literally typed in the notes: "if customer calls in DO NOT DISCUSS ACCOUNT" ?!?!? This company has brought me nothing but stress and anxiety, even now 3 years later. If I owed the money, it would have been paid. But I will not be intimated by debt collections and a court or

11
C
Carbon Cutter***
3 days 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.

134
MikeWilliams
Carbon Cutter**
4 days ago
A
New Member*
AnastasiaNew Member*
Posted in My account

still charging account even after switching

I have a pay as you go account that I switched from a pay monthly. since the 8th April I've switched energy providers but OVO is still charging me. how can I get this to stop?

2
ChristopherS_OVO
Community Moderator
5 days ago
C
New Member*
chasintheparkNew Member*
Posted in My account

2 year fixed rate

Why if my two year fixed rate started in Oct 2022 doesn’t it finish Sept 2024 It says it finishes in June 2024

1
Blastoise186
Plan Zero Hero
5 days ago
NotQuiteAlice
New Member***
NotQuiteAliceNew Member***
Posted in My account

In Regards to Gas and Electric Direct Debits

I will soon be paying for both my Gas and Electricity through credit on OvO. My question is do I have to set up two direct debits, one for each utility, or will they be combined into one? Oh and I have a smart meter!

3
ChristopherS_OVO
Community Moderator
6 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?

13
P
Carbon Cutter*****
13 days ago
C
New Member*
creedman60New Member*
Posted in My account

Can you change the Direct Debit payment details online?

You claim on your help page that I can change where my DD is paid from by clicking on the ‘profile’ tab. I can’t. No such facility exists and the only way to do this apparently is to call you.

12
J
Carbon Cutter**
13 days ago
lyeuhm
Carbon Cutter***
lyeuhmCarbon Cutter***
Posted in My account

THTC / Separate Radio Teleswitch and Meter- Can I get a smart meter?

Hoping someone here can help because this has been an on-going battle since before OVO took over SSE and it’s gotten progressively worse recently. I live in a house that’s meters haven’t been checked, inspected, whatever since at least 1993.  I have two meters - one for my storage heaters and water tank, and one for standard electricity.  I’ve been trying to get this changed to either a smart meter if available OR just a standard single meter with a day or night rate. I have email chain(s) going on with SSE/OVO (One email chain is using @sseenergyservices.com and the other is @ovo.com hence posting here) that I seem to just be going around in circles.  I finally got through to the Electric Heating Team (EHT) about two weeks ago who changed me onto a single rate THTC tarrif, so both my standard and heating meters are at the same rate - but based on the readings that I’ve been providing, it’s still nearly 500 a month just for two storage heaters and a water tank.Has anyone else had probl

120
Blastoise186
Plan Zero Hero
6 days ago
J
Carbon Cutter***
JShannonCarbon Cutter***
posted in My account

OVO refunding credit to incorrect bank account even after numerous calls and emails

Hi all,I’m having a terrible time getting a refund from OVO. I took control of the account after my ex defaulted on payments and ignored final notice letters and emails. Everything was closed down after I moved (I paid over the phone). OVO recently sent a message to say I owed them £40, I called and they said I owed them nothing and they in fact owed me over £700.  They said they would send me a cheque for the full amount and confirmed my address. I received email notification again that payment would be made by BACS, I called them within minutes of receiving the email to say it should be by cheque, they said it was going via BACS to the DD account on record, there was no account registered on the portal. Turns out it was my ex’s bank account. Told them we were no longer together and there was no contact at all.  They confirmed they would send the cheque out.  Rinse and repeat the above a few more times. I called this Tuesday after receiving another BACS email notice, they said it is b

9
Shads_OVO
Community Moderator
6 days ago
O
Carbon Cutter****
OceantraderCarbon Cutter****
Posted in My account

Are my peak/off peak registers the wrong way round?

We have an Economy 10 tariff with storage heaters. Having been told that I owe Ovo a lot of money due to underpayment for my electricity consumption, I went back over my past 2 years of bills (since we moved in). I was amazed to see that I seem to using far more peak time power than off peak and that in the winter months the peak time consumption shoots up. This should not be the case - the storage heaters are only active off peak, and all washing and tumble-drying also being done off peak, it really looks as if we are being charged peak rates during off peak hours and vice versa. Is this possible? How can we check? i have raised this with Ovo and am waiting for their response, but I wonder if anyone else has ever experienced this?

21
Shads_OVO
Community Moderator
6 days ago
F
Carbon Cutter***
FedupwithOvoclubCarbon Cutter***
Posted in My account

problems with the APP

For the last  nearly 3 years I have been unable to access my account in line. My account is being migrated from SSE to Ovo. Every month I’m told they are working on it and every successive month ,still an issue. My contract ends soon and there is no way I’m staying with this company.

8
F
Carbon Cutter***
7 days ago
R
New Member*
RichshermanNew Member*
Posted in My account

How often should I get a meter reader visit?

Hi, have been with OVO nearly two nears now and always submit my gas and electric readings manually on the exact day every month and never had a problem, its been great. But how often do OVO send a meter reader out to verify my readings are correct?

11
M
New Member*
19 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?

83
M
Carbon Cutter*
19 days ago
S
Carbon Cutter*****
SteveUKCarbon Cutter*****
Posted in My account

How can I find out all of OVO's tariff information?

I’m trying to find out what tariffs OVO is providing and the charges.  I have found the following page on their website but cannot understand it.  There appear to be multiple versions of many of the tariffs that have identical names but different rates.For example, there are multiple tariffs called ‘Smart Economy 9’ showing different rates and multiple tariffs called ‘Simpler Energy’ showing different rates.  How do I tell which rates would apply to me (NB I have already entered my post code)?https://plans.ovoenergy.com/

8
S
New Member*
19 days ago

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