My OVO energy

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1365 Topic threads

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New Member***
PeteyWNew Member***
Posted in My account

Is the OVO website really going to be down for the rest of 2023?

I am shocked, surely this cannot be correct?  I understand websites being down for sometimes a few weeks for updates, but when I tried to log into the OVO Energy website today only to see the message “We're in the process of migrating groups of customers to our new website so access to your online account won't be available until the end of 2023” I was quite frankly flabbergasted.  And with absolutely zero warning that this was pending.So is that right, will there be no website for up to 9 months???How will I monitor my usage in these trying financial times?  How will I be able to check when my peak charge times are?  How will I be able to check whether my direct debit is adequate to cover my monthly costs, and how will I be able to change it? How will I be able to view and compare historical bill values?  And how will I be able to view and compare any new fixed rate deals that might become available.Seriously, this kind of potential duration of outage of online services would be scand

155
H
Carbon Cutter**
34 minutes ago
N
New Member*
NaoiseNew Member*
Posted in My account

Have not recieved a confirmation email, but the email on file is correct?

I’ve recently joined OVO over the phone but never received a confirmation email, nor have I received any letters to confirm account activation. I called the support team to confirm the email address they have is the correct one and it is. Is it normal for a confirmation to arrive a few days after account set up? Or should I keep calling for support? Any help welcome, this situation is causing great stress!!

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N
New Member*
46 minutes ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account

Had a call from 01173 326934? Don’t worry, this is an OVO numberTutorial

We’ve seen an increase in customers letting us know they’ve been called by 011733 26934. So we thought we would confirm here that this is a number used by our Collections Team. They’re available on that phone number from Monday to Friday 9am-5pm. The team’s there if you need some support paying your energy bills. They can help find a solution that works for you, this includes setting up a payment plan, and spreading the cost of your energy to make it more manageable.  Our dedicated team can also give advice on energy debt and talk you through more support that’s available. They can also show you where to find free, independent advice. Unfortunately we can’t control what third party websites say about our number, and you should always be careful when giving bank details over the phone. If you’re ever unsure about who you’re talking to, it’s best to hang up and call us directly on 011733 26934 – then you can be sure you’re talking to our team. If you have a bill you need to pay, you can

140
Tim_OVO
Community Manager
7 hours ago
I
Carbon Cutter*
itsmeemillyyCarbon Cutter*
Posted in My Pay As You Go account

I’m off supply for my electric, no engineer turned up after booking yesterday and after calling SMSL they have no record of my appointment. what?

I moved into my new flat a couple days ago and a few things have happened with my key meter:  there is a debt on the meter from the previous tenant that needs to be cleared i am off supply i was given a code to go pick up a new key and after going to 7 different pay points no one had any for at least 6 months i have a electrics key that has been sent out but won’t arrive for 3-5 working days so at least next Wednesday.  I booked an engineer yesterday and no one showed up i rebooked to day and contacts SMSL the third party company that was used and there was no record of any bookings too my address even though I received email confirmations.  I go through to customer services, get help and then nothings actually happens it’s a constant cycle. I have food that’s going off and a fridge & freezer full of things I bought which is now ruined (which I can’t afford to replace because of this cost of living crisis) and I still haven’t received any confirmation of appointment by SMSL. I’m ha

16
Abby_OVO
Community Manager
9 hours ago
R
New Member*
reannasmithNew Member*
Posted in My account

Historic bills keep changing and random huge Balance Adjustment has appeared with no explanation

Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly? I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month.  Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit.  I’ve checked back on my emails and as recently as May I was £95.62 in credit.  I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58.  There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again.  I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extort

3
Abby_OVO
Community Manager
9 hours ago
C
Carbon Cutter*
charanCarbon Cutter*
Posted in Switching suppliers and moving home

Moving Out - Meter Reading and Credit

I am moving out of my home and closing my OVO account. My move out date is today, which I notified OVO about over a month ago. I have 2 issues:1. I am unable to submit final meter readings on the app or online. I tried multiple times yesterday ("a problem occurred") and today ("there are no meters associated with this account"). However, the OVO website explicitly states that I should provide meter readings on my move out date. Please help me with this.2. On Tuesday, my credit was £402.39. Today, my credit has decreased to £308.34. I can only assume that this is because OVO is making unreasonable estimates of my energy usage. Thankfully, I can prove this with screenshots of the app. Will sending final meter readings restore my credit?I have been unable to call OVO about this as I am currently abroad. Please help with tjis ASAP.Thank you!Kind regardsCoral Haran

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BPLightlog
Plan Zero Hero
11 hours ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account

How does OVO Energy calculate my Direct Debit?Tutorial

Updated on 26/06/23 by Abby_OVOHow do you calculate my Direct Debit when I first join?When you apply to switch to us, we’ll use your annual usage figures, as well as the unit rates and standing charges on your new plan to calculate how much your energy will cost over the year. We’ll divide this into 12 - which gives us the recommended monthly Direct Debit amount. You should be able to find out this annual usage figure from your current supplier. If you don’t know this figure, we can also base this calculation on average usage in your size of home.   For a visual guide to this Direct Debit calculation check out the video below.   What’s a Direct Debit Review? As the amount or price of energy you use may change, we’ll regularly check that the payment amount is enough to cover your energy costs. This review process aims to leave you with a zero balance at the end of your plan, or on your 12 month anniversary if you’re on our variable plan. There’s a breakdown of how we work this out on yo

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K
Carbon Cutter*
15 days ago
D
New Member***
douglas82New Member***
Posted in Switching suppliers and moving home

Where's my final refund?

  since last November been trying to get refund since switching . and DESPITE UMPTEEN PHONE CALLS no one has sorted out my rebate. you were happy to take my money but not happy to payback whats owed. I would like some extra compensation now. you have 7 days to respond otherwise I will have to take legal action  

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C
Carbon Cutter****
1 day ago
T
New Member**
tara tanyaNew Member**
Posted in The Library (archive)

never used ovo energy but have a bill to pay

We do not use ovo energy  for electricity or gas, and we have never used it before, but two days ago we received a litter  from your company. that  we still have £3900 to pay  on my account  and Basically, we don't have an account because never used your company , what can we do ? is possibile some one else used our details ? can you know in which location used by your meter?  Or should we tell the police?

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BPLightlog
Plan Zero Hero
1 day ago
N
Carbon Cutter****
Norman
Posted in My account

How do I change the name on an OVO account following a death? - all other details unchanged.

Just been looking at all the problems people report experiencing when dealing with grief of parent who was named as account holder dying. Why is it apparently so difficult and complicated to just change account holder name? Question/situation:My mother is named account holder (so as to qualify for winter fuel payment etc as was only in receipt of basic pension), HOWEVER I have ALWAYS paid bills by DDM from my bank account, email for account management is mine, contact phone number is mine. Current fixed rate plans run until March 2022. Mother dies and all I want is for account holder name to be changed to mine, NOTHING ELSE CHANGES - can this simple name change be done?    YES or NO If NO then as as long as DWP are told of death so stop pension and age related payments seems to me simplest thing is do nothing (at least until plan comes up for renewal in Mar 22) and let account continue to run as it always has, because the last thing I need now is weeks/months of problems trying to get

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T
New Member**
13 days ago
D
Carbon Cutter***
dantonevelynCarbon Cutter***
Posted in The Library (archive)

My account is moving from SSE Energy Services to OVO - Why can't I activate my OVO online account?

I have moved over from SSE Energy Services to OVO and am trying to activate my account - I get a link to set my password but when I try and activate I keep getting the following:- Set your passwordYour password reset link is invalid or expired.Request another password reset Help please!

131
B
New Member*
13 days ago
A
Carbon Cutter*
andykelpCarbon Cutter*
Posted in My account

My meter readings not being used.

I’ve just read my first OVO bill (after migration from SSE).  Knowing my billing date, I gave readings on that date.  My bill says:5th September… you gave 12345Closing read as of 5th September...Estimated 12360They’ve added a few units to my true reading and billed me on that.  Why?While I’m here, I can’t seem to find an email address for OVO other than hello@ovoenergy.com which I suspect won’t be used for general enquiries.  Do they have other usable email addresses?  Do they have an online chat facility?Thank you.

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A
Carbon Cutter*
1 day ago
C
Carbon Cutter*
Chudi Egbuonu
Posted in My account

Why have I been charged more than my fixed monthly amount?

In the month of March, we got an alert from our bank that over two hundred pounds was to be paid from our account for our energy consumption. We quickly stopped the payment as it had not left the account. We had a fixed charge agreement with OVO Energy of £99 per month and that was what we had paid each month since we moved into our house. Since March tried several times to call OVO Energy but could not reach them as my calls were placed on hold each time for hours until I hung up.A few days ago we got a letter from OVO Energy that we had a debt of £2,239.60. That is far higher than our actual debt. For the first time, I took pictures of our bills for all the months we have lived here from December to May on the smart meter. The total is £1,029.44. Considering that we had paid the fixed charge of £99 in January and February amounting to £198, our actual debt is £839. I have sent a mail to OVO Energy attaching the pictures of the monthly bills.What do we do now?

15
S
New Member***
12 days ago
W
New Member***
whdickinson6New Member***
Posted in The Library (archive)

SSE Energy Services to OVO - Why is my opening meter reading and account balance incorrect?

The electricity account was transferred from SSE to Ovo correctly.The gas account began with a wrong “meter” reading, apparently “supplied” by me (which did not happen because I have a smart meter for both gas and electricity!)The result:  I am currently “in debt” by a ridiculous amount for gas “consumed” over two days, based on (a) the incorrect meter reading on the day of transfer and the day following and (b) the correct meter reading supplied by the smart meter (which tallies with the final SSE bill).The error was reported on January 25 by telephone.  An email acknowledged the problem next day.  Since then, the only information I have received is that my gas and electricity charges are going up.Thanks Ovo.How about a communication from you stating that the problem has been solved, the starting reading for my gas meter corrected, and the bills in future will only show that I am in debt to you for the correct amount?So far, my feelings as a new customer is that, if you can’t manage a

252
S
Carbon Cutter****
14 days ago
M
New Member*
MoodygazNew Member*
Posted in My account

fit statement amendment

I received my quarterly fit statement on the 17/8/23it showed a payment of £271 and then an amendment of -£261 leaving me a balance of £10 to be paid into my account. Has anyone else had this and do they know what it’s for?. I sent the fits team an email asking about it on the 18/8/23 but have yet to get a reply.

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Emmanuelle_OVO
Community Manager
1 day ago
K
Carbon Cutter*
kgrCarbon Cutter*
Posted in My account

Multiple issues

Hi,First let me say that I understand this is a community forum not customer services.In the hope that someone from customer services actually reads this, I have a number of queries.I received a letter asking me to submit a meter reading so you can present me with an accurate bill. I’m a pay-as-you-go customer, so why would I be getting a bill? I tried to create an account online at https://account-activation.ovoenergy.com/details_form however I get an error: “Oops, there’s a problem… Something went wrong, please try again later. If that still doesn't work, give us a call”. You don’t actually list a customer support number on your website. Why is this? I had to google for your number. When I called I was in a queue for half an hour. I was then passed around from one department to another, and eventually cut off. Hence why I’m now here. I received a hand delivered letter from OVO, with the wrong name and the wrong address, entitled “Final notice”, which is a demand for payment. The addr

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Emmanuelle_OVO
Community Manager
1 day ago
N
New Member**
Nicolae79New Member**
Posted in My Pay As You Go account

top up issue

The app is down to top up and I have 82p credit won’t let me activate my emergencywill my electric go? 

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Emmanuelle_OVO
Community Manager
1 day ago
P
New Member*
PenderynNew Member*
Posted in My account

Billing

I’m letting a house to students. How can I get them to take over the gas and electric bills

1
BPLightlog
Plan Zero Hero
2 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Switching suppliers and moving home

I’m moving house, why can’t I take my OVO account with me?Tutorial

Updated on 12/09/23 by Emmanuelle_OVO Moving home can bring with it much unexpected admin, one thing you might not have been expecting to do is close down your OVO account. Wondering why this isn’t something you can pack up and take with you to your new place?  As each OVO account is linked to the meter details at your home, when you move these details change so your account with us has to change too. Closing your current OVO account You can let us know that you’re moving on your online account or OVO app (download for Android or iOS) up to 28 days before your moving date by selecting the ‘Moving Home’ menu option. Exact appearance may vary We’ll then close your account on the date you enter here. If you don’t have a smart meter, don’t forget to check the meters as you leave and submit the final meter readings on the ‘Meter readings’ page. You’ll then receive a final statement covering the final energy used before your move within 4 weeks of the date you left. Setting up a new account 

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I
New Member*
10 days ago
D
Carbon Cutter***
DanielTSTocksCarbon Cutter***
Posted in My account

Why have I been billed to an incorrect estimated opening reading - can this be recalculated?

I have recently received a statement from Ovo, with a breakdown of my usage over the last 10 months or so, and the numbers they have used are wildly inaccurate, to the point that I believe them to be charging me over £1000 too much for my annual usage.  They have also given me an estimate for next year of over £7000, meaning my energy bill would be more than my rent.  I have already contacted customer service, but I was hoping to find some reassurance here that these mistakes will be rectified.In my previous property, I was on a prepayment meter, and would put £10-15 on each per month.  When I signed up to Ovo at the end of September last year (I had just moved in a couple of days before), I was quoted £97 per month.  I knew this was high, but I was unable to provide my annual usage numbers, so I agreed to the ‘average’ for my type of property.  I am pretty sure I gave meter readings (how else would they know what I was using without a starting number).  However, the statement is using

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K
Carbon Cutter*
10 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in The Library (archive)

Moving from SSE Energy Services to OVO - when can I access my OVO online account?F.A.Q.

Updated on 25/08/23 by Emmanuelle_OVO: SSE Energy Services, OVO and your online account  Quick and easy to activate, an online account makes managing and paying for energy simple. Once the move to OVO is complete, we’ll get in touch to let customers know they can set up their online account. You can activate your account by entering your email address here.If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password. Do OVO have an app? Yes we do! Our app is available for Android and IOS devices. It’s rated 4.7* on the Apple Store and 4.4* on the Google Play Store.You can download it from the Apple Store here, or Google Play here. What can I do on the OVO app? The OVO app is the easiest way to manage your energy on the go. You can use it for things like:Checking your balance Changing your Direct Debit Paying your bill Making top-up payments Sending meter readings And so much more.You can download it f

3957163
B
Carbon Cutter*
10 days ago
T
Carbon Cutter*
ThemoidCarbon Cutter*
Posted in My account

Isolation switch - Can OVO fit one of these for me?

Hi, we're on an old fashioned fuse board and are having a new consumer unit fitted. Electrician came round yesterday and says we need an isolator switch fitting before he can do the work. Can anyone advise how i go about arranging this ? Cheers Stu

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R
New Member**
9 days ago
E
Carbon Cutter*****
EmmywooCarbon Cutter*****
Posted in My account

Standard of service to respond to a complaint? Compensation amounts.

Hey all! So I have a few outstanding issues with Ovo and want to calculate a rough estimate of compensation owed. They are no longer my supplier.I spoke to an online chat person who actually asked me what amount I was expecting.So I'm trying to work it out 🙂Anyone know if there is a compensation amount for failure to log and respond to a complaint? (8 weeks ago). It's mentioned on the Ovo website and is extremely vague in timescale (which seems to be a breach of regs), but I can't find an amount and can't find the correct topic on the OfGem site.

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G
Carbon Cutter*
9 days ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account

How to tell why there’s no electricity or gas in your homeTutorial

Power supply, meters and fuse boxes - how to tell why there’s no power in your home.  For traditional electricity meters If you have a traditional electricity meter, it’ll have a red LED flashing light. If that’s not on then it means that no power is coming in from the mains cable. If you think there’s been a power cut, you can call 105 to get through to your local electricity network operator. If you know your local network distributor, you can also go to their website to report or track a power cut. If there hasn’t been a power cut, and there’s still no flashing red light on your meter, get in touch with us for an emergency appointment. If there is a red light, check if there are any error messages on the meter, and how much credit is on there (is the credit in a positive or minus). If there is a meter fault make a note of the error message and the Meter Serial Number and reach out to the Support Team who’ll be able to help. If there’s no error message, and your meter seems to be wor

200
Abby_OVO
Community Manager
2 days ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account

Have you lost your top up key or card and need a new one?Tutorial

Here’s how to request a new card or key If you’ve lost your top up key or card, you’ll need to contact us to get a new one. They’ll either recommend a shop near you to collect a replacement from, or they’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post. The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. Or call us on 0330 175 9669 during the same times. If you’re with BoostFind answers or chat with Boost at boostpower.co.uk/help. Or call them on 0330 102 7517. If you need to contact us on a Sunday, our Social team can help you. Send us a message on Facebook or Twitter from 9am - 5pm, they’ll be able to schedule an emergency meter appointment if needed. There’s more info on what to do in an emergency here. What support does OVO have available to support customers this winter? If you or

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Abby_OVO
Community Manager
2 days ago

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