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My account is stuck at set up / switch stage but I switched to OVO months ago - why?

  • 5 October 2020
  • 4 replies
  • 157 views

My online account is stuck at the switch stage and has been for a few months now.

I don’t have full access and I still cant access the meter readings, payments or usage menu tabs.

The app doesn’t allow me access either.

Does anyone know why this may be the case?

 

Thanks

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Best answer by Tim_OVO 6 October 2020, 17:16

Thanks for sharing, @wjh83 

 

I wonder if your account is in the process of being upgraded to the new billing system. As @Jequinlan advises, reach out to the Support team and they will be able to see a note on your account to confirm if this is correct. 

 

Then pop back over here so we can get a ‘best answer’ made! 

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4 replies

Userlevel 7

Thanks for posting, @wjh83 

 

A few questions to help us work out what’s happening:

 

When was the supply start date with OVO? If it was within the last 6 weeks, this is normal. See this guide for more info. 

 

Have you had a final bill from your old supplier?

 

Can you send us a screenshot of what you see when you try to log in?

Hi @Tim_OVO

Thanks for replying.

My supply started about 11 months ago and I went through the stage of switching and the account was initially fine and I could see all my billing info etc…

I had a smart meters fitted approx 5 months ago and again all was fine - I was able to view meter data, daily usage etc...

However, It has now reverted back to the welcome screen below and wont allow me to access any account functions

 

Userlevel 6
Badge +1

Hi @wjh83 ,

It looks like you will need the contact centre to get someone to look at the back end of account setup here. 

Thankfully there are many ways of contacting them:

they are on FacebookTwitter and their Help Centre has online chat!

 

Userlevel 7

Thanks for sharing, @wjh83 

 

I wonder if your account is in the process of being upgraded to the new billing system. As @Jequinlan advises, reach out to the Support team and they will be able to see a note on your account to confirm if this is correct. 

 

Then pop back over here so we can get a ‘best answer’ made! 

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