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

1315 Topic threads
N
New Member**
NanaHouseNew Member**
Posted in My account
Submitting a meter reading on online account it says "sorry we were unable to submit your meter reading"?

Everytime i attempt to submit a meter reading it says "sorry we were unable to submit your meter reading". What do i do and how do i fix this?

396617
Firedog
Plan Zero Hero
2 months ago
M
Carbon Catcher*
MCH59
Posted in My account
Why does Phantom gas usage appear then disappear?

I have noticed that every single morning, without fail, a phantom gas usage of 0.555 kWh appears on my account for the previous day ... only then to vanish again by late afternoon.Is this a common problem?  

749
Shads_OVO
Community Moderator
2 months ago
F
Carbon Cutter*****
FREEFLOWCarbon Cutter*****
Posted in Extra Support
Warm Home Discount 2024/2025

Hi does anybody know when the application are open for the Warm Home Discount 2024/2025 for Scotland's broader group?Any links if they are open now?

402511
Blastoise186
Plan Zero Hero
2 months ago
W
New Member*
WinchmanNew Member*
Posted in My account
Are OVO planning to expand the Heat Pump Plus Tariff to existing heat pump customers?

I am an OVO customer and have been running a heat pump for almost two years, so am really disappointed that existing account holders with heat pumps are not able to benefit from the heat pump plus tariff. Are OVO going to extend the tariff to existing heat pump users any time soon or is this yet another instance of existing OVO customers with heat pumps being disadvantaged for already doing what OVO wants householders to do  - install a heat  pump - but just not an OVO heat pump?

4978
Shads_OVO
Community Moderator
2 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
OVO Energy Live billing platform and monthly summaries - What do I need to know?F.A.Q.

Updated on 05/12/24 by Emmanuelle_OVO: Here at OVO, we’re always on the lookout for ways to make managing your energy account easier. This is why we developed a new billing system in-house and have now moved the vast majority of OVO customer accounts over to this new platform. As part of this we’re changing the way that we calculate your energy costs and the frequency this is displayed on your online account or OVO app (download for Android or iOS). This means that when you login, you can now see your account balance update daily, based on the most recent reading you’ve submitted manually or we’ve received automatically from your smart meter. Traditional Energy billing modelTraditionally energy companies would receive meter reads eitherFrom customers reading their own meters and submitting a read. From smart meters directly. On a specific date each month or each quarter, they’d look at the latest meter read they had received to bill you and generate a statement. This might have been ba

7097112
Shads_OVO
Community Moderator
2 months ago
E
New Member*
ElaineNew Member*
Posted in My account
OVO refusing to refund when I'm in credit - why?

My account is over £1200 in credit, but when I have applied for a refund online I'm being told I can't do this until further metre readings and the next statement. This isn't legal - anyone else had this problem?

11839143
Shads_OVO
Community Moderator
2 months ago
A
Carbon Cutter*
asdffCarbon Cutter*
Posted in My account
CCJ by OVO- But who do I pay?

Hi, need help! I was taken to court by OVO without my knowledge as I had moved to a new address. I saw my credit report and realised I now have CCJ. I’m attempting to pay the balance in full to get it removed from my credit file, however I have no details of who to pay to, the account to pay into etc. I called OVO customer services but they weren’t able to help, and were giving me different amounts. I want to pay the ccj debt but don’t know who their legal team is. The ccj was filed on the 23rd of August, which means I have to pay by 23rd September to get it removed without waiting 6 years. Does anyone have the details of their legal team, who I can contact and confirm the judgment with? Thank you 

1395
Shads_OVO
Community Moderator
2 months ago
M
Carbon Cutter*
MarmadukeCarbon Cutter*
Posted in Switching suppliers and moving home
New customer with a smart meter- Why do I need to submit meter readings?

Hello,I joined OVO at the end of August and sent my meter readings.Since then I have had to send three more even though I have smart meters. They aren't being read by OVO.Is this normal for new customers? If so, how long is it until OVO read them automatically? Thanks.

834
M
Carbon Cutter*
2 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Engineer jobs with OVO - A technical guide to the type of work we can arrange and issues which might delay the job being completedTutorial

Updated on 13/09/23 by Abby_OVO Looking to maintain a faulty meter or get a new smart meter installed but our engineer wasn’t able to? This guide runs through some technical issues which might help explain why this happened. General issues Broken meter boxThe meter box is normally installed by the DNO/transporter following either the installation of a new supply or alteration of an existing one. Once the work is completed the meter box is classified as being the responsibility of the property owner.Most engineers will not install a meter in a meter box that is missing a door or is not secure or in good repair. Regarding gas supplies: Under paras 3 and 5 of Schedule 2B, the Gas Code of the Gas Act 1986, the consumer is responsible for taking ‘proper care of the meter’ and ensuring the gas meter is adequately housed either within a building comprised in the premises or ….‘in a separate meter house or other accommodation outside a building comprised in the premises which is approved by th

490240
U
Carbon Cutter*
2 months ago
T
New Member*
trish bradfordNew Member*
Posted in My account
What are OVO Energy's bank details so I can make a payment?

I would love to pay my bill, but I can not find the bank details any where to use with my online banking and send via BACS. ive been on hold the past few days for over 20 minutes and unable to arrange a call whilst a work. please some one must know where I can get the information from

1328219
T
Carbon Cutter***
2 months ago
W
Carbon Cutter*
willp2003Carbon Cutter*
Posted in My Pay As You Go account
Moved from PAYG to OVO pay monthly credit meters, but not got an OVO account yet?

Hi, I moved into a new property in June that had PAYG Boost meters. An OVO engineer swapped these to credit/smart meters on the 1st August. I’ve not been set up an account yet and wondered how long it will take? The 3 people I’ve spoken to have not been able to help.I used to have an OVO account at my old property and wondered if that was hindering the process.I just want to get the billing set up, so I don’t end up with a huge bill after a few months of not paying.

108337
Shads_OVO
Community Moderator
2 months ago
L
Carbon Cutter***
leanneSP94Carbon Cutter***
Posted in My account
Online account keeps directing me to pay as you go but I'm direct debit?

Hello, wondering if anyone can help please!  I’ve been back and forth with OVO customer service team trying to set up my account (electricity only).I don’t have a meter in my apartment or access to my meter (readings get sent). However, they said I need a smart meter installed but I’m confused because I don’t know where my actual meter is located and said that, I have emailed the Lettings agency for the apartment complex to see what she says, but my other problem is I can not get any access to my online account. it keeps sending me to a page saying ‘this page does not support pay as you go’ download an app which I have done but sends me back round in a loop as I’m not pay as you go customer.i thought I had officially sorted it all today as a direct debit of £75 has been set up for a 1 bedroom apartment for one person and the man I was speaking with sent a link to my email to complete my online account set up as the apps do not support direct debit and again once I logged in I’m sent to

18112
Shads_OVO
Community Moderator
2 months ago
M
New Member**
MB651New Member**
Posted in My account
App no longer shows breakdown of usage type ie. car charging?

My OVO app used to show a breakdown of how our gas and electricity are being used for example fridge freezer, standby, car charging etc for electricity and hot water or heating for gas. Has something changed?  Is there a way I can get this detail back again? 

393
Chris_OVO
Community Moderator
2 months ago
K
New Member***
KvstayNew Member***
Posted in My Pay As You Go account
Can’t top up online, it says my card number is invalid, what can I do?

The electric was turned off on Thursday as the company were doing some work but now I can’t seem to top up my meter as it says my top up card number is invalid, and as it’s Sunday I can’t speak to anyone!

99110
Shads_OVO
Community Moderator
2 months ago
juliamc
Carbon Catcher***
juliamcCarbon Catcher***
Posted in Switching suppliers and moving home
Why am I seeing an error message when I try to set-up an account online?

I need to open a new account for my rental property. I am the landlord and the most recent tenants have left. I get this error message: Oops, there’s a problem…Sorry, we are currently unable to offer you a quote. Please check back soonAny idea why ? Tried yesterday and got the same message. I’m not switching suppliers as the tenant used OVO.

87017
Chris_OVO
Community Moderator
3 months ago
C
New Member*
Ceg1805New Member*
Posted in Switching suppliers and moving home
New to OVO, either my Meter Point Administration Number (MPAN) or my Meter Serial Number (MSN) is wrong on ECOES?

Good afternoon all, I’m after any advice on a very frustrating issue we’re having since moving in to our new home in January. I have spoken with the Ovo helpline 3 times now and keep getting nowhere (helpline directs me to email, email directs me to helpline and on and on on etc!). Our home has an MPAN number which corresponds with the name of the property. I’ve triple checked this with UK power networks. The name of the property is the same as the Royal Mail database, the title deeds to the house and the local council reference.  It appears however that our meter serial number does not match with this MPAN, and is linked to another property name. We have spoken with neighbours, and there appears to be no house in the area by the name linked to our meter S/N, or certainly hasn’t been for 20+ years. The meter is a smart meter fitted in circa 2017, so it cannot be that old!  The MPAN for our house is 100% previously supplied by Ovo - again I’ve triple checked the details with UK PN. So I

339032
Chris_OVO
Community Moderator
3 months ago
J
Carbon Cutter*
JeffJeffCarbon Cutter*
Posted in My account
I pay on demand- why are OVO saying my account is in arrears before I get my monthly bill?

Inbetween bills , which are paid monthly with readings sent in,  i got an email telling me i have negative balance on my account, please pay now.   Well, of course i have a negative  balance.  Its always negative till i settle the bill.  So why tell me this ?  I contacted OVO about these ‘ Neg ‘ emails and they said we’ll stop them and we will put £10 in your account for the hassle.I never got the £10 that i’m aware of, because it wasn’t listed in plain text that it had been given to me. Then i get another email today 19th Sept. saying i have a negative balance.  My bill isnt due till the  25th of the month, so yes i will have a negative balance.  In fact as soon as i pay the bill, the negative balance will be there again the day after because, strangely, i use elec. and gas every day.  Just stop please.

1558
Shads_OVO
Community Moderator
3 months ago
D
New Member*
Douglas52New Member*
Posted in My account
price rise oct 2024

Hi Can somebody explain the 10% price rise as by my calculation my night rate has gone up 16% and my day rate by 9% so im a little confusedThanks Douglas

93912
M
Carbon Cutter**
3 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
FAQs on applying for a Refund from your OVO accountTutorial

Updated on 05/12/24 by Emmanuelle_OVO: Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate. If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s direct debit amount in credit, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS): You can apply for a refund of up to £500 online and the balance will return to your bank account in no more than 10 working days (in most cases it will be within 4 working days). Find out more about requesting a refund online here. If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter.

356144
Chris_OVO
Community Moderator
3 months ago
V
Carbon Cutter*
VapegirlcloudsCarbon Cutter*
Posted in My account
complaints team email

I've had an email from someone claiming to be my complaints handler.But the email hasn't come from an ovo email address. I do have an ongoing complaint. I'm waiting to be switched to payg. The only way that information would have got out would be a breach of gdpr on ovos side. I'll attach a photo.Is this a real ovo human? 

722
Abby_OVO
Community Manager
3 months ago
A
Carbon Cutter****
AyronCCarbon Cutter****
posted in Switching suppliers and moving home
FIT change of ownership nightmare!

I’ve been trying to do a FIT change of ownership for 6 months now and still pulling my hair out on a daily basis trying to explain to the people in the FIT team! Absolute disgrace! I've complained god knows how many times, sent multiple e-mails and still nothing!! I actually don't know what to do now apart from rip out the solar panels and dump them in OVO's carpark and not even bother with the whole scheme but I desperately need the payments from them to help with bills! I feel completely stuck! The change of ownership process is completely flawed and very difficult to follow. If there is anything wrong with the application they just send a generic e-mail saying something is missing and they don't tell you exactly what's wrong. So you call them endlessly and they tell you it's all ok and to ignore the generic e-mails. Then I call for updates as they never get back to you and they tell me information is missing, so I send them everything again and again and then send complaints asking

97924
G
Carbon Cutter*
3 months ago
S
Carbon Cutter*****
SteveUKCarbon Cutter*****
Posted in My account
How can I find out all of OVO's tariff information?

I’m trying to find out what tariffs OVO is providing and the charges.  I have found the following page on their website but cannot understand it.  There appear to be multiple versions of many of the tariffs that have identical names but different rates.For example, there are multiple tariffs called ‘Smart Economy 9’ showing different rates and multiple tariffs called ‘Simpler Energy’ showing different rates.  How do I tell which rates would apply to me (NB I have already entered my post code)?https://plans.ovoenergy.com/

53711
P
Carbon Cutter*****
3 months ago
K
New Member***
Kai_asokaNew Member***
Posted in The Library (archive)
Help - why can't I submit a meter reading?

I am a new ovo customer and I have to give a meter reading in the next 5 days. Simple yes? No! No matter how I try to submit the readings (app, mobile website, website website) I have a message pop up after I log on telling me my switch is on hold as there is a problem and I have been sent an enail explaining this. I have only recieved one email and it says “hooray your switched!” Kinda thing with a link to upload meter readings. I click on the link and end up at the same page saying there’s an issue and I’ve been emailed. Please save me!

631180
Abby_OVO
Community Manager
3 months ago
C
New Member**
ColetNew Member**
Posted in Switching suppliers and moving home
Difficulty applying for a switch to OVO - How can I update my supply address listed on the national database?

HelloI am trying to switch to OVO using the online quote facility. The quote defaults to the wrong supply address and there doesn’t seem to be a facility to change this. The incorrect supply address is a flat in the same building as the main house. Any advice on how to get the correct supply address on the quote?Note that this is not a new problem. A previous switch resulted on a gas meter from one address and an electricity meter the other being transferred but I was assured that the central database had been updated to stop this happening again.

798530
Chris_OVO
Community Moderator
3 months ago
M
Carbon Cutter*
Mako70Carbon Cutter*
Posted in My account
payg to direct debit, in credit on payg

I was on payg with boost then changed to ovo payg, I have gone to direct debit with ovo, I still have £90 credit on the payg account how do I get that back ?

402
Chris_OVO
Community Moderator
3 months ago

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