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1315 Topic threads
C
Carbon Cutter*
CHOKSICarbon Cutter*
Posted in Switching suppliers and moving home
Supply switched to EDF without my permission! Who do I pay?

My question is this? An electricity supplier EDF illegally transferred me to him for the period from 13.12.2022 - 24.01.23, "EDF Energy customers limited won’t charge you anything for your time with them" but OVO will charge me for this time of period with them.

120314
Jeffus
Plan Zero Hero
1 year ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
posted in My account
Attention! Fake Ofgem phishing scam emails

I really hoped I wouldn’t have had to write this, but my network has informed me of fake Ofgem emails which are actually phishing scams. Please keep an eye out for any threads that might sound related and advise the user to report such emails to report@phishing.gov.uk . 

559710
M.isterW
Carbon Catcher***
1 year ago
Caino1978
Carbon Cutter***
Caino1978Carbon Cutter***
Posted in Extra Support
Does OVO have a 'Careline' phone number or similar for priority service customers?

Hi, I am in the process of switching over to Ovo from SSE. I am on the priority service register and SSE have a dedicated careline number for Vulnerable customers.  My question is, does Ovo have a dedicated number similar to SSE so I don't ring customer care, I can just contact "Careline" number, just for Vulnerable customers.   Many thanks in advance for any help  Tracy   

68013
Emmanuelle_OVO
Community Manager
1 year ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
posted in The Library (archive)
Should OVO stop all unwanted switches to PAYG meters - discussion

Major suppliers are starting to announce the suspension of unwanted switches to PAYG meters.https://www.bbc.co.uk/news/business-64504609It would be good if OVO did the same. 

1003
M.isterW
Carbon Catcher***
1 year ago
A
New Member*
AnthonyhNew Member*
Posted in The Library (archive)
Just moved into a property, will I get the Gov payment this month?

Just moved into my property on 11th January. Do I have to do anything to get the government help for my gas & electric?? 

883
Blastoise186
Plan Zero Hero
1 year ago
O
Carbon Cutter*
OvoQueryCarbon Cutter*
Posted in My account
Why are there large estimated usage and charges on my bill just before my recent smart meters installation?

Hi folks, I've got a query with my recent bill. I had a smart meter installed 14th December, before which my account was a mix of standard readings and estimated readings. However, on my bill today I've noticed that there's been a LOT of additional use added on, which I can't account for.I understand that Ovo average the difference between readings, but these just don't make sense. I had a real reading on the 2nd October of 18968, followed by an estimated reading on the 1st Nov of 19208, and another estimated of 19467 on the 1st of December. A real reading was taken on the 14th December of 19550. That's all fine and good. However, on my latest bill, I've got 40.25 kWh on each day between the 2nd Dec and the 13th Dec. Where has this come from!?The difference between the estimated reading on the 2nd Dec was only 83 units, yet those days of 40.25 kWh have added on 483 units! Can anyone shed any light on this? Thanks!

101141
Emmanuelle_OVO
Community Manager
1 year ago
C
Carbon Cutter***
chrishartCarbon Cutter***
Posted in The Library (archive)
Solis App just started showing a second circle for house consumption

My Solis app has just decided to add another circle for showing house consumption, has anybody else had this happen 

3445
BPLightlog
Plan Zero Hero
1 year ago
R
Carbon Cutter****
RuthArundellCarbon Cutter****
Posted in Switching suppliers and moving home
Will my new FiT provider pay the money owed to me by OVO?

I am currently switching my FIT licensee from OVO to Octopus. I am owed a full quarter by OVO and will be owed 2/3rds of this quarter by the time the switch takes effect. OVO have told me Octopus will pay all this money but I find it hard to believe and they won’t confirm this in writing. Does anyone know if this is true?

39513
M
Carbon Cutter**
1 year ago
S
Carbon Cutter*
ScmCarbon Cutter*
Posted in My account
Why is my night consumption higher than day?

Hi - newbie here. We moved last month and just got our first bill. It says our night time usage is far higher than day time, which feels weird. Any ideas? Have I transposed Day/Night readings? 

116318
Firedog
Plan Zero Hero
1 year ago
A
Carbon Cutter*****
ALHCarbon Cutter*****
Posted in The Library (archive)
Rate on my Pipit IHD incorrect

A rant! On 21 November I telephoned OVO to say that the gas energy rate showing on my PIPIT home display was incorrect and as a result it was difficult to keep a continuous check on my usage.  I was told that ‘the team’ would be notified and that they would get back to me by phone or email.  A month later, having heard nothing, I contacted OVO again on Live Chat I contacted OVO again through.  I was told that I had to wait 43 days from the date of my first contact to allow time for ‘the team’ to contact me!? Yesterday, 50 days after my first contact and still having heard nothing I contacted OVO again by Live Chat.  Having gone through another barrage of questions and explaining exactly what I told them on 21 November I was told that ‘the team’ would be notified.  They were supposed to have been notified on 21 November!!!   I left British Gas because of imilar issues with their customer service.  On another note, when using Live Chat you have to answer a series of automated questions. 

43841
A
Carbon Cutter*****
1 year ago
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?

542760
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

19113
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

7049
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. 

19310
sundirect
New Member***
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.

392649
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
P
New Member**
pauls999New Member**
Posted in Switching suppliers and moving home
Can I request to switch only one of my supplies away and keep the other with OVO?

We are looking to move to the telsa tariff once we get our solar panels and tesla battery fitted, can we switch just the electric to tesla (octopus energy) and keep the gas with ovo?

2915
Jeffus
Plan Zero Hero
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
J
New Member***
Jacqueline GaughanNew Member***
Posted in My account
Landlord sub meter- Who can I get to look into the unsafe wiring?

 

1004
Emmanuelle_OVO
Community Manager
1 year ago
D
New Member***
Denis F.New Member***
Posted in My account
Why don't the meter readings in my monthly summaries line up?

… I have read some of the topics on the forum and I fully understand why my meter readings are estimated.  I have no problem with that.  Here is where I need your help.  Many of my statements appear to be in error in that the ‘Closing Read’ (Estimated) on one month do not match the ‘Opening Read’ on the next month.I will try to attach a couple of screenshots to illustrate what I am saying. 

3348
Emmanuelle_OVO
Community Manager
1 year ago
L
New Member*
leafNew Member*
Posted in Switching suppliers and moving home
Just moved home - Are you my supplier? - How do I set-up an account, if so!

Hello! I'm moving into a new property and according to a website you provide the gas, but you have no record of this when I put the details on your website. Help, please!

115717
Emmanuelle_OVO
Community Manager
1 year ago
G
Carbon Cutter*
Gail HeathCarbon Cutter*
Posted in My account
Gas supply turned off by Cadent due to leak?

Hi I'm originally an SSE customer. My gas was turned off yesterday due to leak. I'm without heating, hot water and stove.At the earliest when can you fix the gas smart meter? 

144218
BPLightlog
Plan Zero Hero
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.

35015
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

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