My OVO energy

I would like this issue to be addressed by a moderator.I have spent over two hours on two separate calls, trying to get through regarding a faulty gas meter and despite online contact and calls, I haven’t been called back or emailed back.The property in question houses vulnerable adults and a gas meter is not operational. How do you manage to get the help that you need? 

I have just got an email from OVO offering a home visit to my home for #25.00Did anyone else get this?The link to book the offer doesn’t workThey won’t answer the phone.Has anyone got any idea how you book this offer?

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 on

Hi,Have recently been switched from THTC to Economy 10 because of the RTS signal switch off and have a new smart meter.I also have storage heaters that are switched by the meter to come on and go off at the rate change. At present although the rate changes at the specified times the heaters themselves are not coming on until about nine minutes later and conversely are running on past the rate change by nine minutes. Does this mean I am paying those 9 minutes at the higher rate ?If so how can I get the times for switching off the heater circuit to be in line with the rate change as this is set in the meter?Does anyone else have this problem, and what is the answer?Any help would be appreciated.

Why, when I have a smart meter, which shows the exact amount of money I have used on gas and electricity, is it not possible for OVO to have a variable direct debit where they take the exact amount I owe each month rather than a fixed amount? Could it be because OVO wants to earn interest on all the money it has collected from thousands of customers who have overpaid and are in credit?  This must add up to a significant sum of free money that OVO earns for doing nothing other than taking more than is owed from thousands of customers. Surely the purpose of the smart meter is to show the usage in real time, so DDs should also be set on realtime use rather than a best guess averaged out over a year where OVO earns interest on customer’s money rather than customer’s earning interest on their money. 

To meet the latest challenge (as of October '24 - I'm a newbie) I basically have to refrain from everything but the most vital electricity use between 4 - 7pm!Extraordinarily difficult, because I'm already using approx. 60% less electricity compared with similar OVO households (according to OVO's app).Hence, I have to- boil the kettle prior to 4 pm to fill a flask for 2 cups of coffee or tea until 7 pm;- defrost prepared dinners, ready to cook at 7.01 pm, stomach growling with hunger;- walk around my flat in semi-darkness with the help of a torch (despite balance problems + sight difficulties!);- battery-charge my laptop (I free-lance from home) + phone for hours before the crucial period;- washing machine cycles strictly in the mornings;- baths only in the evenings;- miss the daily 6 pm news and watch it at 10 pm;- try to read using the screen light of my laptop and/or phone torch;- do any house work + cle

The app won't let me log in and my account through the browser is as following. Why is this? Yes I've created the storage usage/cache in the app and yes I've cleared my browser. The last screenshot IE the 4th is the app. Fyi fwiw I'm signed up to and partake it in Power Move. 

Started both Power Move and Power Move Flex in October. Looking at my most recent bill I see at the bottom in Other Charges there is - Power Move Subscription 14th-1st November, including 5% VAT £0.00 Power Move Subscription (includes 5% VAT) £0.00  Does this mean Ovo intend to start charging customers to take part in these in future? So far I've not gained enough to continue with these if that happens.

I asked support if they could provide hourly or ½ hourly gas usage date for the prior year as I need this for analysis for optimizing a heat pump set up. They informed me they only have it by day. I am currently embarking on the arduous task of copying and pasting this from the online usage data into an EXCEL file day by day!! Has anyone else asked for a similar data file or found a easy way to extract this data?

HI  are you able to send me some C/A screenshots please showing where and how you set the battery % and the ready by time   thanks Karen Nobleplease 

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?

Has anyone received their results for October ???  I hit the max the max target  every month since the start of this, but I haven't heard ANYTHING about the results for October !!!!  Before, we'd get the results almost straight away !!!  I called OVO and I'm definitely signed up for the Power Move (haven't heard anything about the Flex thingy!!!) but no results!!!  I know I hit max target !!!!  Any advice would be appreciated!!!  Thanks !!! Mike

I had a boiler service and repair done in September through OVO beyond. Boiler was only providing around 20-30 seconds of hot water at a time and I ended up paying £230 for the flow control to be repaired which fixed the issue. However I now have a leaky boiler (Worcester Greenstar 30i) which is leaking from the front right corner, and a quick Google is suggesting this is also a problem with the flow control system. Therefore I can only really come to the conclusion that the initial repair was either done poorly or incorrectly. Understandably I've been told to turn the water off at the stopcock, but I can't seem to get through to anyone who can get an engineer out to repair it unless I wait until 8am on Monday to make a call. I've been told I can call the Gas Safety numbers but it's have to pay whatever the cost is for an emergency call out and there's no guarantee I'd get that money back/be able to make a claim.From my point of view, the original work wasn't do

Hi can someone please help. I live in a flat with another flat above. Next to my fuse box is a very old looking box and some very dodgy looking textile wires going upstairs. I'm concerned being such old equipment it my cause fire. I'm trying to find out if anyone knows what that box is and who is responsible replacing it? Also can the wires into it be replaced by normal electrician or does it need supplier to do it? Thanks Susie  

I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

Hi,I’ve been advised to movee to Octopus energy, but now I’m having second thoughts.What is the difference between them e,g price?C

We have a Mitsubishi Ecodan pump to do hot water and underfloor heating. Generally we are very happy with it but we're slightly surprised about how quickly the water tank loses heat. Here is a graph - the "room temperature" is actually the temperature of the cupboard that all the kit is all crammed into (it's very small and a tight fight). The house is brand new so is generally very well insulated - should I expect the pump to have to come on every 12 hours or so? Is this normal? Here we didn't use any hot water at all from 8pm to 7am. 

We had our gas supply cut off, meter removed and capped pipes more than a year ago. we have just been told by Cadent that more work is necessary. They need to cut off supply away from the house and that this will involve working on our neighbour’s supply and disturbing their driveway and installing a new meter fro them. Is this a legal requirement? previous involvement with Cadent has not been very good.Any advice will be welcomeBryan Cook

Until September when my account was finally ‘migrated ‘ by OVO, I gave meter readings for the 2 electricity meters in my house by email as the website hadn’t been accessible since July 2023. Both meters on the one account - one serves most of the building, the other a bit added on in 1930. No problems - 2 meter readings, bit like gas and electric but instead 2 x electric. This was set up in about 2012/13.Now I’ve got 2 accounts and one is in debit and the other in credit and they want me to set up a new DD. i am incensed! OVO seem to have lost the plot!

I am currently selling my metered export generation to Scottish Power and wish to move from them to another on the buyer’s list to get a better rate.    I am advised that Scottish Power need to inform the FIT register that my export is now “ negotiated” .I have now been waiting some 3 months for Scottish Power to activate this change and in spite of several complaints have had no joy. My new buyer has had all the relevant paper-work for the transfer which is all in orderAny suggestions as to how to expedite this transfer?

My supply was capped by cadent in January as they were upgrading the pipes in the area (January??!!)and as I have mental health issues, I was unable to allow them access to do whatever it is they needed to do when it's switched back on, So, now I'm capped,  cold,  depressed and I have no help and I never know when I'm able to allow them in (bi-polar with extreme lows).The council have been round (February) for their annual check, they did arrange for cadent to come, but I couldn't handle it. Especially after the engineer called me, was rude, shouting and telling me to contact my gas supplier (ovo). I guess my question is, help?Any advice, suggestions, anything I can do at short notice when I'm 'awake'?

Anybody know who SJN are, and their contact details? They were supposed to come and replace my soon-to-be-obsolete Telemeter on Wednesday. Ovo can only tell me that the electrician from SJN reported that the “client cancelled prior to appointment”. Downright lie. Just spent an hour trying to rearrange this appointment. Soonest is December - given I have been asking OVO to do this since February I’m not happy having to wait another six weeks when I didn’t cancel this appointment. 4 previous appointments were cancelled by OVO as made in error but I was quite hopeful for this appointment, don’t know why.The first OVO rep told me it was SMS who had been asked to come out - I contacted SMS who said they had no record. Called OVO back who said it was a company called SJN (he thought!) but I can’t find any record of them when googling. I’m hoping to contact them direct to book……...SMS would have been happy to book direct with me, had they had my details. 

Why do standing charges differ between contacts by the same supplier? The cost of maintaining the infrastructure does not change whether I choose a year to 2 year fixed contract or go for a variable contract. Prices may differ by suppliers, but should not differ in one suppliers contracts.

Have the criteria for the warm home discount changed from last year? Last year I received the WHD (albeit from a different supplier) but this year I’m apparently not eligible despite having lost the WFP.