Skip to main content

My OVO energy

Get help here for your OVO account, your switch, and your supply

1297 Topic threads
M
Carbon Cutter****
Monk96Carbon Cutter****
Posted in My account
Calorific value (CV) of gas - Is this information on my bills accurate?

When I check my Gas Bills, I am finding that, using the Calorific Value stated on page 6 of my Bill, the kWh used figure does not work out as per the value stated. This seems to be because the calculation was not made using the Calorific Value quoted. Usually it is only an error of plus or minus 0.1 of the stated value but it should be the correct value or else the bill is technically wrong !   Why can you not get all of the figures correct so that the bill can be checked fully?

537058
BPLightlog
Plan Zero Hero
1 year ago
D
New Member*
Dawn ICNew Member*
Posted in My account
Asked to send a photo of my gas meter by email - what is the email address to use?

Earlier this year I received an email from a customer service advisor at Ovo Energy asking me to email her a photo of my gas meter - this was to clear up questions regarding which meter was mine (I live in a flat and there are several different gas meters in the property). I had to wait a couple of weeks to reply as this is second home and imagine my disappointment when, after I sent the email reply at hello@ovoenergy.com I received an instant reply saying that “for my convenience” this email was no longer managed by Ovo. So I rang up and asked one of the customer service advisors which email to use. After rather a long time on hold I was told that the email to use was: customerservice.admin@ovoenergy.com.  So imagine my disappointment when I emailed the photos over only to receive an immediate reply saying this email was “unable to receive email.”  So my simple question therefore is what OVO email can I use to send the photos of my Gas Meter which Ovo has asked me to supply? Thanks

18563
Firedog
Plan Zero Hero
1 year ago
E
Carbon Cutter*
EbSaxCarbon Cutter*
Posted in Extra Support
Monthly direct debit unaffordable for me

In July 2022, I was moved to the simpler energy variable plan (electricity only), as my previous fixed 2 year plan had ended.  I didn't have any choice in this as I couldn't afford any other fixed rate plan on offer.  I’m on a Smart Meter.  Direct debit payments were steadily increased until in Jan this year I reached the limit of what I could afford.  I cancelled my direct debit, paid the Feb bill by credit card a day early and have now set up a Standing Order for the maximum I can afford to start 1st of next month.  My latest usage tells me I’m in credit to the tune of nearly £50.  I was paying 0.32p per kwh but since my DD was cancelled Ovo have increased this to 0.36p which of course has only made my life harder.  You can’t get hold of anyone to speak to and the only time I managed that they were utterly useless.  I’ve sent emails but have never had a response or even an acknowledgement, the Whatsapp facility elicited no response either and the Chat Bot is useless.  I have to go wi

6779
Jeffus
Plan Zero Hero
1 year ago
A
Anonymous
posted in The Library (archive)
Should there be more rigorous industry control for smart meters

Not sure but with all the issues consumers are having with smart meters, of all energy suppliers and not all problems are the fault of energy companies including OVO meters, has it been considered that there must be many faulty meters issued. Is it a case of a more rigorous quality control regime be introduced by the manufacturers?

13613
Jeffus
Plan Zero Hero
1 year ago
BPLightlog
Plan Zero Hero
BPLightlogPlan Zero Hero
posted in The Library (archive)
Radiant / Infrared heating

Many people are looking at better (more efficient) heating for themselves and their homes and it would be interesting to hear if anyone has had any success using radiant or infrared heating panels or systems. I had a couple of external ‘pod’ units that I used outside on cold evenings but have not used those recently. I believe that these units are meant to be better at heating people rather than space but as some I’ve seen are used as underfloor systems, that seems at odds. 

1939
juliamc
Carbon Catcher***
1 year ago
R
New Member***
rgphilpottNew Member***
Posted in My account
Why have I still not received a bill since my smart meters installed?

I had Smart Meters (gas and electricity) installed on 3rd March. When will I see my first statement? Your FAQ says it can take 6-8 weeks (though not why it takes so long), but it is now over 10 weeks. I can see my usage on the website (though strangely not in the app), so I know the meter readings are going to you, and obviously my DD credits are accumulating, so the lack of statements is not a major issue, but presumably I ought to be getting them at some point ... Richard.

387019
C
Carbon Cutter****
1 year ago
C
Carbon Cutter****
cmccullieCarbon Cutter****
Posted in The Library (archive)
Shift & Save. Taken part in 3 but had not feedback from OVO?

I have now taken part in 3 shift & save periods but have yet to hear back from OVO has any one else had feedback from S&S periods.

43945
Emmanuelle_OVO
Community Manager
1 year ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account
I'm Economy 7- Why does my bill only show last years comparison for day usage?

The latest version of the monthly bill is really comprehensive and helpful, but it contains a fault, probably only for E7 customers. On the Electricity in detail page, there is a consumption figure for last year for comparison at the foot of the left-hand column.I have left no stone unturned in my efforts to minimize my consumption, so I was alarmed to see that last year’s usage was substantially lower than this year’s. So I dug out the corresponding bill for September 2021. The ‘comparison’ figure quoted (114.300kWh) is for daytime usage only. This is from my bill for September 2022:    Panic over 😅 (a 34% reduction in daytime usage since last year), but how do I go about getting this corrected for future bills? 

1908
Firedog
Plan Zero Hero
1 year ago
F
Carbon Cutter****
FrancBCarbon Cutter****
Posted in The Library (archive)
Is a smart meter mandatory? As an amateur radio operator I'm worried the signals may interfere

I am informed my meter is out of test and needs replacing. Am I obliged to have a smart meter? I have a complex WiFi arrangement with multiple access points, I run a local web and email server requiring constant power and I am also a practising licensed amateur radio operator regularly transmitting signals of the order of 50-100 Watts. I already experience serious interference from local sources such as VDSL and other people’s faulty “home plugs”. I have also read of all the issues which can arise from smart meter installation, including reports of electrical faults being introduced by the installing engineer (who on occasions with some companies has apparently been shown to be uncertified) and failure of the installation to properly communicate, giving users sometimes months of grief with much blame-passing between providers of various parts of the infrastructure. I would much prefer to stay un-smart and provide nice, simple meter readings! Is this possible, or am I legally obliged to

137632
M
Carbon Cutter****
1 year ago
J
New Member***
Jacqueline GaughanNew Member***
Posted in My account
Landlord sub meter- Who can I get to look into the unsafe wiring?

 

944
Emmanuelle_OVO
Community Manager
1 year ago
C
Carbon Cutter*
Chris'd offCarbon Cutter*
Posted in My account
Why can't I setup my OVO Account?

I have been trying to setup my OVO account.  I get sent an email with a link to set the password and I do it within 2 minutes, but each time I get a message saying:  Your password reset link is invalid or expired.So, I click the link to Request another password resetAnd we go around again.  I’m sick of it.How can something so simple be so rubbish. Since the SSE → OVO change happened, not a single thing has gone smoothly.

34505
C
Carbon Cutter*
1 year ago
A
New Member*
Allan RossNew Member*
posted in The Library (archive)
Shift & Save- My results don't add up?

I have now taken part in 4 trials with a target of 0.1 kWh to save. On the first 3 trials, with a target of 0.1 kWh, I didn't go out of my way to do anything different, and on 2 occasions, I saved 0.09 kWh earning me 27p on each occasion and the other was 0.07 kWh earning 21p. So on my latest trial 24/1/23 I really tried hard, I sat in the dark with no lights, no heating, no TV etc. The only power being used was the Internet and the led's on the oven and microwave and low and behold my results came back as a target 0.1 kWh and I saved 0.09 kWh earning me 27p.Something seriously wrong with OVO's monitoring and recording ability. 

570
A
New Member*
1 year ago
I
Carbon Cutter*
Iggo99Carbon Cutter*
Posted in The Library (archive)
Why doesn't the OVO app show half-hourly usage costs?

Hello, My daily usage on my OVO app used to show in pounds and pence but has now changed to Watts. My monthly usage still shows in pounds and pence though. Does anyone know how to fix this? Thanks 

93019
6
New Member**
1 year ago
E
Carbon Cutter***
Ed WilliamsonCarbon Cutter***
Posted in My account
Trying to set up Online Account but old, closed account preventing this

I was an SSE customer, and was “migrated” to Ovo. I also changed address a couple of years back. Now when I try to register for an online account the system, the application process takes me back to details of my old address account. It’s as though it recognises my longstanding email address as being applicable to that old address.  It would be easy just to give up trying, but I need to submit meter readings. Pressing option 2 on the phone merely generates a message that “the service is not available right now but you can wait and we’ll connect you with an agent.” Cue elevator muzaak. Then, after a couple of “The Queue is 10 minutes long” messages there is a brief brr-brr ringtone and . . .  disconnect. I receive paper bills and so what I do is to take the (invariably wildly inaccurate) Economy 7 readings and work out my bill myself from my actual readings. This isn’t an exercise in trying to reduce the amount requested - it can work the other way too. My last bill at the end of Decemb

2034
E
Carbon Cutter***
1 year ago
C
Carbon Cutter*****
CorgimajorCarbon Cutter*****
Posted in My account
No adjustment to my Fixed Price- What about the Energy Price Guarantee?

I'm paying 47.92 ppkWh on an OVO better energy agreement and was expecting it to fall from today (1st Oct) to something like 34 ppkWh, in line with Ovo's committment to automatically adjust prices as per Govt's Energy Price Guarantee (EPG).  However my Smart Meter is showing no change to my unit price.  My mother-in-law (who lives a mile down the road) is on an OVO SVR account rate and saw her Smart Meter account price increase today inline with the EPG.  Am I right to think the OVO are happy to automatically increas prices, but not so happy to automatically reduce them?  Or is this unfair.  The fact that they are not keeping customer communication lines open during this change means I am unable to ask them directly.  Hence resorting to this forum.

3517195
Jeffus
Plan Zero Hero
1 year ago
A
Anonymous
Posted in My account
Why are my being billed to readings with a decimal place?

A simple query…..after entering electricity readings of 26400 then 26456, a total of 56 units used, which equals 56kWh, why does my OVO online usage show 55.80kWh. As it is simple subtraction why is it showing to two decimal places? as readings are in whole numbers not fractions. 

71122
A
1 year ago
C
New Member***
ClarebellsNew Member***
Posted in My account
When do applications for the Warm Home Discount open?

Hi all, Having just registered my interest in the Warm Home Discount 2019-20 the registration process finishes with this message: "Thanks – we’ll be in touch as soon as you can apply for the 2019/20 Warm Home Discount." I'm wondering if anybody can tell me when OVO will be in touch for me to apply for 2019-20 discount? Also once one has filled in the online form and registered interest in the Warm Home should you receive a confirmation e-mail? Thanks your help, Clare

23969
Blastoise186
Plan Zero Hero
1 year ago
G
New Member*
geobowNew Member*
Posted in My account
Where's OVO contact details?

Why is there no contact OVO email address on MyOVO home page or any where else on the site Does OVO not wish to be bothered by customers? If not please say. Then I can help by moving to another supplier. Have noticed others on forum are having same problem. Can anyone suggest a supplier who likes to hear from customers?

550011
Blastoise186
Plan Zero Hero
1 year ago
R
Carbon Cutter*
RobCCarbon Cutter*
Posted in My account
Are the calorific values used to calculate monthly gas charges shown on the online account?

I've got two questions about the new OVO online account pages. 1/ Are the calorific values used to calculate monthly gas charges shown anywhere on the OVO pages? My apologies if they are displayed, but I've missed them. I raise the question because you need to know the relevant calorific value if you're trying to check your gas charge calculations - right through from the meter readings to the final amount. Under the old arrangements the relevant averaged calorific value was recorded on your monthly gas bill. As far as I can see you can't download an 'old-style' gas bill under the new arrangements - and I don't think the calorific value is included on the new web pages. I know you can download calorific values via the [url=https://www.nationalgridgas.com/data-and-operations/calorific-value-cv]National Grid website[/url] - but this is a palaver because you have to filter out the daily values relevant to your local zone and then average them over the charging period. It w

157816
A
1 year ago
P
New Member**
PMGNew Member**
Posted in My account
What's the usual wait time for OVO live chat?

So I tried using OVO’s online chat - that was at 9.30am - was told the queue time was 18 minutes and an agent was on their way…… 3 hours later - nothing.Could someone please tell me if they are actually opened on a Saturday thanks?

371322
P
Carbon Cutter**
1 year ago
N
Carbon Cutter*
NtomCarbon Cutter*
Posted in The Library (archive)
BOOST is showing as cheaper than OVO?

Just moved house (19/12) and set up account with OVO for gas and leccy.House has old style gas meter and a pre-payment key style meter.The latter is a pain having to keep topped up so requested a smart meter and direct debit payment.However no discover that the tariff is much higher!Prepay:32.93/kWh + 54.19p/dayDD:37.55p/kWh + 55.36p/dayBoth are on standard tarrif/evergreen type.Thought direct debit would be cheaper. And as it stands think that the DD figure is higher than the price cap.Can't figure it out. Talking to customer support is a very painful experience.And why do they bother giving an illustrative charge for the year.Complete waste of time when they base DD on 2900kwh usage but Prepay 2012kWh. Why bother if not going to compare like with like. Useless.

47012
Jeffus
Plan Zero Hero
1 year ago
M
Carbon Cutter*****
mwalimCarbon Cutter*****
posted in Switching suppliers and moving home
FIT PAYMENTS

Why won't OVO pay FIT payments. They owe me £340 for June to September. Absolute disgrace since SSE switched me to OVO. NO response just getting ' we will respond  within 5 days. Seems they aren't paying anyone. Will we get interest ?

2890
M
Carbon Cutter*****
1 year ago
T
New Member**
trapped.New Member**
posted in The Library (archive)
How do you deal with financial abuse within families regarding energy bills?

If you rent a home personally between family and you can't control who enters the home or when and how they use your utilities, how do you deal with financial abuse from these people?I have 40 year old something person who is granted access to the property via the landlady and I cant get her to pay towards her usage when she's here (a daily fee). They also use emotion blackmail to get away with it.  Is there a better payment scheme other than direct debit that gives me full control over these matters?

621
Blastoise186
Plan Zero Hero
1 year ago
M
New Member***
MogwaNew Member***
Posted in My account
What is the current price capped tariff for two rate economy 7?

what is the current capped tariff for economy 7

73429
A
1 year ago
D
Carbon Cutter*
DvmorelandCarbon Cutter*
Posted in My account
Why don't OVO let you submit your solar generation meter readings online or via the app?

I feel that OVO energy should allow people who own solar panels to submit meter readings via the app .  I find this to be a big inconvenience whilst living in the 21st century,  its all about user friendly. You can provide solar panel customers with an account based on FIT ID’s. This way it can be submitted and save time, it can also then be automated and processed based on last readings just like your standard gas and electricity.In result this is all tracked within the app, I personally then don't need to keep checking my emails or remind myself, as the last email in December I didn't receive from ovo.  OVO energy app will then notify me when to submit the readings.

155217
A
Carbon Cutter*
1 year ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings