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1297 Topic threads
A
Carbon Cutter****
ADicksonCarbon Cutter****
Posted in Switching suppliers and moving home
Erroneous Transfer again and now a Meter Reading Dispute!

Massive deja vu. A year ago there was an Erroneous Transfer on my account - assuming the meters got mixed up due to being in a flat (though don’t know for sure, as it was never explained).  It took months of sorting, back and forth and me finally going to the ombudsman to sort out. Now almost exactly a year later it’s happened again! Whilst waiting for the supply to be returned (or not, who knows what OVO will do this time), I get an email that there is a ‘Meter Reading Dispute’ - well of course there will be, there’s an erroneous transfer taking place. Why does another department in OVO not know what’s going on?How do I stop this from happening?  Is there anything I can proactively do?  Mand 

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A
Carbon Cutter****
2 months ago
C
New Member***
caggymccNew Member***
Posted in Switching suppliers and moving home
Erroneous transfer

I have received an email saying i was switching supplier. I didn't ask for this, spoke to an agent who said it was an error and but to worry, only to receive an email today telling my final balance and I had let them know I had moved out of my property which I didn't and haven't! Another call later and it is now saying I'm in debt and I'm leaving on Thursday, how do I stop this or even find out why it's happened, and can they leave me without gas? Thanks

462
Shads_OVO
Community Moderator
2 months ago
M
New Member***
mccordNew Member***
Posted in My account
When will I be able to check my bill online?

When will I be able to check my bill online it's been waiting over three years for the new website and app. 

913
Shads_OVO
Community Moderator
2 months ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
Posted in My account
'Upgrade' charge missing from current bill

‘Upgrades’ is a slight billing misnomer for features that cost, separate from fuel costs and VAT. I have one: a small monthly contribution to the OVO Foundation.I can’t be certain, but I’m fairly sure that hitherto the cost of this ‘upgrade’ was added on the opening day of the current period to the ‘Other charges’ section of the billing details for my account:    I’m still not seeing it, on 8 August.Can anyone else with a chargeable upgrade see it now? I’d like to know if this is a global change (e.g. shifting it to the Direct Debit date), or whether it’s just my blighted account that’s acting up again. 

595
Firedog
Plan Zero Hero
2 months ago
A
New Member**
alanfletcherNew Member**
Posted in Switching suppliers and moving home
Closing account without new supplier?

Hi Guys,Hope someone can help with this. I need to close the account of my elderly mother who has moved into a care home.Looking at the help pages it looks as if closing accounts is based on receiving meter reading from a new supplier. What if you simply need to close the account and there is no new supplier?I cant find an option on the website to simply close the account.

1794
Shads_OVO
Community Moderator
2 months ago
L
New Member*
landwombleNew Member*
Posted in My account
Where do I find my Meter Point Administration Number (MPAN) on my OVO online account? - I need to know it for my EV charger installation!

Hi Folks Looking to get a podpoint installed and they need my MPAN.  In my Ovo profile I see no mention of MPAN at all.  How can I find out what it is?  I have a barcode on the front of my electricity meter but I’m not sure if that’s it.   Thanks

184613
W
Carbon Cutter*
2 months ago
A
Carbon Cutter***
Alyn711Carbon Cutter***
Posted in The Library (archive)
meter reading

Anyone having trouble with Meter reading I have sent in about three still no bill they want me to have a smart meter they gotta be joking Can’t even handle a meter reading and what I read on here  they have trouble with Smart metres.

384
A
Carbon Cutter***
2 months ago
L
Carbon Cutter***
LuminessCarbon Cutter***
Posted in My account
Can I switch from an Economy 7 plan to a single rate plan without a smart meter exchange?

Hi I’m currently on an Econ 7 meter/tariff however my night usage has dropped significantly over the last year as I no longer use the night storage heaters (way too expensive).I’m now thinking that I’d do better on a standard rate tariff. My current fix ends, end of Aug and OVO have offered me several tariffs, but I can’t access any non Econ 7 tariffs - and OVO seem to have closed their phone service today so I can’t ask that way.I don’t have a smart meter (and don’t want one). Where can I access tariff rate fixes and current/predicted price please?

496749
J
Carbon Cutter**
2 months ago
R
New Member*
RaiPagninNew Member*
Posted in My account
How can I owe if my meter is off for over a year?

Hey, I turned off my gas for over a year now. When I turned it off i had 5£ to use it. Now after a year and a half it shows I owe 223£. I just found out because I have been harassed by a company called Engage Services saying they will get a warranty to enter my house even though I tried to book an appointment and they said they didn’t have engineers around. I’m at a loss on how to proceed if my meter is off how do I owe 223£ and how can I just cancel it all and get Engage services off my back?

1915
Chris_OVO
Community Moderator
2 months ago
A
Carbon Cutter*****
azam216Carbon Cutter*****
Posted in My account
Thinking of moving to a fixed tariff for 1 year or 2 years... should I?

hey guys, so i came across the fixed plans and they may look appealing, i jus feel going forward we will be paying more and more each year with whatevers going on the world. currently i am on variable (simpler energy)2 year fixed                                                                 1 year fixed                                VARIABLE (Current)£164 avergae per month                                        £164 per month                             £192 per monthPlan ratesElectricity                                                                       Electricity                                 ElectrcityUnit rate - 27.83p/kWh                                               27.83p/kWh                               28.22p/kWh                  Standing charge - 61.55p/day                                     61.53p                                        65.90pGas                                                                                   Gas                                  

397733
Peter E
Plan Zero Hero
2 months ago
B
Carbon Cutter*
BeatonCarbon Cutter*
Posted in My account
New customer, trying to access online account?

Good morning,We’ve been trying to set up an OVO account online for two months now. When we moved in, there were letters to The Occupier with an account number.I spoke to someone on 2nd July and they said they’d be in touch. Since then I’ve heard nothing. I sent the meter readings by email and still, zero response. Every time I try to set up an online account I keep getting the oops message.Is it normal that it takes this long? Is there anything I am not doing right?Grateful for any advice.TIA

2288
Chris_OVO
Community Moderator
2 months ago
C
New Member**
CarolineBirdNew Member**
Posted in Switching suppliers and moving home
Why have OVO raised an objection (blocked) my switch to another supplier?

Good morning, please could you let me know why Ovo have objected to the following supply transfer to TGP -  I have sent emails but I have not received any replies to date

269755
K
Carbon Cutter*
3 months ago
G
Carbon Cutter*
GZimmermannCarbon Cutter*
Posted in My account
Do OVO send engineers out to take manual readings from smart meters?

A man knocked this morning claiming to be from OVO and wanting to read my smart electric meter. I told him they are not manually read. He said they have to be manually read at least once a year. I said that was not so. Who was he? Who sent him?

468915
M
Carbon Cutter*
3 months ago
K
Carbon Cutter***
KatyLCarbon Cutter***
Posted in My account
What is OVO’s complaints procedure?

I’ve been having ongoing issues since our migration from SSE on 20th February. Still getting nowhere and have made 3 phone calls to the customer service team. Made a formal complaint and all they could say was they can’t access my account as it’s still in the migration period. It will take another 10 days for my complaint to be resolved even though my previous complaint (10 days ago) hasn’t been resolved yet.  can you tell me what the complaints procedure is? The guy I spoke to at resolutions was super creepy and told me to go and look after my kids 🙄

9087106
C
New Member*
3 months ago
S
New Member*
Sah1956New Member*
Posted in The Library (archive)
Who can I contact for help with the TADO I bought through OVO?

TADO CH contact sticking in closed positionheating running full on 

14210
J
Carbon Cutter**
3 months 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

6836142
A
Carbon Cutter**
3 months ago
M
Carbon Cutter***
mazna123xxCarbon Cutter***
Posted in The Library (archive)
I need help topping up

I need help toppi g up

14210
Emmanuelle_OVO
Community Manager
2 months ago
T
Carbon Cutter*****
Tjw50Carbon Cutter*****
Posted in My account
I can't submit meter readings as online account says I already have smart meters?

Hi. I want to provide my meter readings but my account is not giving me the option to do it. It says my smart meter is sending readings automatically...but I dont have, and never have had, a smart meter!

133822
V
New Member*
3 months ago
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
Misleading Direct Debit calculator graphic

The Direct Debit calculator is a valuable tool, but it is far from perfect. One major drawback is its attempt to mislead by fudging the graphic representation of the account balance. Here is today’s for my account, a fixed-rate plan ending in May next year:This looks quite reasonable: the current DD takes account of my current balance and shows it coming down to not much by the end of the fixed term, with a recommendation to reduce the DD a bit to make the end result closer to zero. I might be tempted to leave things as they are, to be on the safe side.… until, that is, I notice the disgraceful shift in the y-axis that distorts the picture significantly. By shifting the origin to some arbitrary figure over £40, it leads me up the garden path. In fact, the average balance over the next nine months would be about £77, 2½ times the recommended DD. This could be regarded as a gross manipulation of the data to the customer’s detriment and ought IMNSHO to be corrected. This is what I think t

1918
Nukecad
Plan Zero Hero
2 months ago
N
Carbon Cutter*****
newjerseyminxCarbon Cutter*****
posted in My account
I don't think it's fair 'Fixed Plans' have certain criteria like smart meters or direct debits

Hi.  Just received an email from OVO relating to fixed price energy tariffs which is great as I would consider moving from my variable one onto one that might help me budget better towards winter energy bills by fixing my consumption rates.However, why is it that any deals are always offered subject to conditions such as changing your payment method over to DD or getting a smart meter?  Why can’t customers just be allowed to sign up to these deals without feeling like they are being discriminated against by not agreeing to the conditions?I don’t want a smart meter or to pay by DD so why can’t I take advantage of fixing my energy costs?  OVO please - fairness and energy equality for ALL of your customers. 

1592
Shads_OVO
Community Moderator
3 months ago
B
Carbon Cutter*****
benbrownboyCarbon Cutter*****
posted in My account
Hassled for Debt even after Payment Plan in place

Hassled for Debt even after payment plan agreed Having received a bill for just short of £400, I asked to set up Fuel Direct payments to be deducted from my Benefits. SSE had done this previously, with no issue.The advisor stated that they would take no less than £40 per week from my benefit , which is over 20% of my income, but as I felt I had no choice, I agreed to this.Even though this has been set up, and I've received confirmation from the DWP, OVO still hassle me for the debt and have threatened to send the bill to the Debt Collectors.Their colleague stated on the phone previously that it would be "normal" to still receive a demand for the amount even after setting up Benefit Deductions (which is peculiar), but I didn't expect it to be to this degree.My monthly bill is around £60 a month, so I do not see how they can justify an ongoing payment of £160 per month towards my account; note that the deductions do not cease once the bill is in credit, but merely continue, so my OVO bil

61618
G
Carbon Cutter*
3 months ago
M
New Member**
moragjNew Member**
Posted in My account
Unable to access online account and can't check usage or enter meter readings

I am a THTC customer on  complex meters.The app doesn't support complex meters and redirects you to sign in online Except it actually doesn't and every time I try to sign in through the online browser it constantly tells me sorry the app doesn't support.…Why am I unable to access the online account 

753
Abby_OVO
Community Manager
3 months ago
C
New Member***
ColliesRGreatNew Member***
Posted in My Pay As You Go account
I need to have the previous tenant's debt removed from the meter so I can top up

Hello,I have inherited a property from where the previous tenant (life-renter) died and I fell heir to it via my fathers will. The property has a PAYG meter served via OVO and had a current debt owed balance of £197.00 when I took over the property. I spoke with OVO and set-up my own OVO account in my name and was assured that the previous tenants debt was not something I should worry about as the account balance would be set to zero at the point of me setting up my account. I was told I was not responsible for the previous occupiers debt.In order for this to happen I have been given several codes on different occasions to add at the Paypoint to a new key I was provided with. The first code failed as no-one at OVO told me these are time sensitive and last only 24/48 hours and it took 4 days for the new key to arrive rendering the code void. I was then given a new code which the Paypoint operative said was successful when added to the key.OVO’s instructions were to then insert the key i

5426
F
Carbon Cutter*
3 months ago
I
Carbon Cutter***
IanCCarbon Cutter***
Posted in My account
Can I change from Economy 7 to Economy 10

I am currently an ovo customer on economy 7.  How do I change to economy 10? 

123126
Firedog
Plan Zero Hero
3 months ago
W
Carbon Cutter***
wfs2023Carbon Cutter***
Posted in My account
How to get OVO to pay what they agree they owe after switching away

How to get OVO/SSE to pay what they agree they owe after switching awayAfter switching the electricity supply away from OVO/SSE in March 2023 it took a while for the closing meter readings to be agreed. Eventually OVO/SSE produced a bill dated 13 September 2023 and headed "Your amended final electricity statement"The bill says "We owe you £2,220.77. We’ll transfer this amount into your bank account on or soon after 25 September 2023."However, another bill dated 15 September 2023 (two days after the above bill) credited the account with a goodwill payment of £75, but changed the wording to "Your account is in credit by £2,295.77. We’ll put this credit towards your next statement, so you’ll pay less." As OVO/SSE were no longer the supplier there would never be a "next statement", so this was less than helpful.We still have these bills as evidence.Several phone calls have not met with success - varying from "That's an old SSE account number. We can't find the account on our systems" to a

31311
S
Carbon Cutter****
3 months ago

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