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1297 Topic threads
N
Carbon Cutter***
neilmclCarbon Cutter***
Posted in My account
Profile Class Change request

How long does it take for a profile class change to happen? I recently had smart meters installed and at the same time asked for my profile class to be changed from “02” to “01” so I wont have to deal with getting future quotes for E7 tariffs. The odd thing is that around the same time as having the smart meters and the request for a profile class change is that my account is showing no active energy tariff. I don’t know if that is connected or not but chatting with OE they tried suggesting that my tariff was not set up, even tough I clearly have emails to show it has been and was active up and until the smart meter install. My IHD even shows the correct tariff.

575
BPLightlog
Plan Zero Hero
3 months ago
J
New Member*
JackielNew Member*
Posted in My account
My meter's broken and can't get a replacement, but the estimates used are excessive - what can I do?

I'm having a long and stressful problem because my meter stopped working and I'm told that I can't have a new one.  This has lead to them estimating use, but this is wildly over my usual usage. When I call it takes ages to explain all this and even if I get through to accounts, I get no satisfactory answer. My emails are not replied to beyond 'we'll get back to you' then they tell me they are entitled to take what they want.I'm retired, on a small pension and want to pay for what I use.  I contacted Ombudsman and they told me to ask for a record of complaint, OVO didn't respond to my request.  I'm not in the best of health and the stress of this is making me ill.  Despite being over £1,400 in credit I am threatened with debt collectors if I cancel my dd. Please help me.

972
Emmanuelle_OVO
Community Manager
3 months ago
N
New Member*
Ngw1983New Member*
posted in Extra Support
Meter board and fuse setup looks far too complicated

Hi all, I moved in to a house about a year ago, where the meter board and fuse set up seems complicated. And some things not used, for example, there are two electric meters. One is payg- which I don’t use/haven’t used. And the other is the normal one that I do. Anyone seen anything like this before?  

783
Emmanuelle_OVO
Community Manager
3 months ago
A
New Member*
atj1968New Member*
Posted in My account
Transfer to Ovo Billing Issues

Quite a long one here so apologies up front.  I’m out of patience with the Ovo customer manager after almost a year of conversations since my account was transferred.  I have a holiday cottage I don’t get to as much as I would like.There were a series of power cuts in the area, the jittering power caused the old SSE metering equipment to fail.  As a result, my storage heating was off for almost a year which is an issue as I need it on to keep damp off the lochside location.  SSE would not acknowledge the fault on their equipment and blamed my storage heaters for failing.  I replaced two of the heaters and still they didn’t work.When I reported this to SSE, they said they would like to send an engineer but couldn’t due to them all being transferred to Ovo.  I would have to wait until my account was novated to Ovo before they could act.  Called it in to Ovo shortly after the transfer and waited over four weeks for an engineer.  Engineer cancelled on the day due to the type of meter I had

1853
Emmanuelle_OVO
Community Manager
3 months ago
J
Carbon Cutter*
JintysbhoysCarbon Cutter*
Posted in My account
Why are OVO still taking a Direct Debit, and not refunding me final credit balance when I switched away months ago?

Left ovo months ago but still charging me £136 a month d/d even though I’m £400 in credit why?

178239
J
Carbon Cutter**
3 months ago
H
New Member*
housemartinNew Member*
Posted in My account
New Payment methods

GreetingsI went to pay my balance today and Ovo have changed the way payments are made. Now you have to scan a code and then go and login to your phone banking and then setup a payment there. That didn’t work obviously, so I tried to do it manually but now it makes me login to my online banking too. This used to be so easy.Given that Ovo doesn’t actually supply any Gas or Electricity to anyone on the planet (it is just a billing agent) wouldn’t it be useful if billing ( the one and only thing it does) was made convenient and easy for the customer? Just a thought 🤔 I think I’m going to find a  proper billing agent now and get away from this nonsense

1482
H
New Member*
3 months ago
R
New Member**
RobertWNew Member**
Posted in My account
Is OVO number to replace old meters a scam site?

I just received a legit looking email with my account number on it telling me my old meter needs to be replaced before June 25.  I tried to ring a number to get it replaced and the phone ring was silent, then sounded like the phone being fumbled then speaking like just getting out of bed...kept saying hello hello can you hear me even though it was clear as a bell.  I googled the number and it comes up blank.  03330341622

3871
Blastoise186
Plan Zero Hero
3 months ago
T
New Member*
THKNew Member*
Posted in My account
Ovo not refunding my credit and still taking direct debit though I left.

Following a move to a new property OVO asked for deposit before they can supply with gas and electricity.Entering into two years contract I paid the amount OVO requested and was informed the money will be kept in a separate account and refunded back when the contract ends!!!When the two year contract ended, I chose another OVO contract with a goodwill assumption my deposit will be returned having completed the initial two years contract.Requesting my deposit, I was informed it will only be refunded when I leave OVO and that I will have to pay a penalty attached to the renewed contract.I left OVO and now it is taking me forever to get my deposit and the extra credit in my account refunded, every time I contact them I am given a different date.I was asked not to cancel my direct debit so they can refund my money.Guess what, they debited my account as if I never left and no explanation is given.On legal advice, it was suggested that I make a complaint to the ombudsman as a first step (sin

2065
Emmanuelle_OVO
Community Manager
3 months ago
T
New Member***
ToddyNew Member***
Posted in My account
I give meter readings each month, why is my bill still based on estimates?

Why, when I faithfully provide meter readings on time, each month, does OVO still give estimated readings on my bills?

13329122
BPLightlog
Plan Zero Hero
3 months ago
M
Carbon Cutter****
MT_OVO24Carbon Cutter****
Posted in My account
How do I get unused 1980's off peak meter removed?

I am trying to get a smart meter installed (and 2 very old meters removed) at my late father’s house which we are purchasing.I have been told that it is impossible at the moment by an OVO reply to my email requesting this.Currently there is a very old (1970s) mechanical off peak meter installed (pictures attached), this hasn't been used since the 1980s.The property was built with the old underfloor electric wire heating which was too expensive to run so was converted to gas central heating in the 1980s.As you can see in the attached pictures there are no fuses installed in the off peak side of the supply. We will never want to use the off peak again.We will be installing a new consumer unit and electric car charger after the purchase has been completed.Is there any way forward with this? Electric box 

77738
Emmanuelle_OVO
Community Manager
3 months ago
Z
Carbon Cutter*
ZivaCarbon Cutter*
Posted in My Pay As You Go account
Moved into a new home supplied by OVO but a new supplier has taken over, now my card doesn't work?

Hi!I'm renting a room in a flat. We previously had Ovo Gas. About 2 months ago, letters began to arrive in a different name and an agreement for Scottish Gas. The Ovo customer who is living in the same place as me (the landlord's son) didn't care. Later, a final letter came from Ovo. So, probably our Ovo gas card is not working now. I've told him countless times to contact Ovo. He told me he contacted Ovo and a new card will come soon. He said this about 3 weeks ago. Of course, the new agreement and card haven't arrived. I think he's lying about having resolved it. Soon, we will run out of gas. How can I sort this out?

1547
Chris_OVO
Community Moderator
3 months ago
J
Carbon Cutter*
joshua22Carbon Cutter*
Posted in My account
incorrect start date/move in date for account

Hi, I’m a new OVO customer and set up my account in late may 2024 for a move in date of may 31st. However, the account setup date is listed as the 1st of June and this is the same on my first bill (1st-30th June), so one day after I actually moved in. Is there a way to alter this so it covers the 31st of May, for which I am liable for the bills? thank you,Josh

1188
Shads_OVO
Community Moderator
3 months ago
C
New Member***
CaroMacNew Member***
Posted in My Pay As You Go account
How do we stop being cut off?

We were moved over to OVO from our existing supplier towards the end of last year. At Xmas our PrePayment meter stopped working, and it took until mid July to have the smart meter fitted by OVO- because we live rural on an island. There is no signal here so this new Smart meter has never worked, I think it’s in dummy mode. This leave us unable to top up or do anything and last Friday Ovo cut us off. They said the meter had come out of dummy mode and that an engineer would be out in 3 hours. There are no engineers here so hours later and after may calls a manager somewhere managed to get us switched back on. And today again at 10am we get cut off again, and again we wait three hours for the non existent engineer, so we now have to make many calls again to get someone somewhere to listen to us to connect us again - we’re being cut off because the meters aren’t working! I work from home and this is the 2nd full day I’ve had to leave home to work. Does anyone know how I can escalate this,

1184
Shads_OVO
Community Moderator
3 months ago
N
New Member*
NavNew Member*
Posted in My account
Re-locating gas and electricity meter - Can OVO help?

I am doing some work on my house and planning to knock through a wall in kitchen. Unfortunately the electricity metre is on the wall that needs to be chocked down. It needs to be moved to the opposite wall about a meter. With the gas meter once the knock through happens it will be in the middle of the room, so need to move it about 1.5m. Has any one done moving of utility metres before..? Can OVO do this for me..?

2568773
Shads_OVO
Community Moderator
3 months ago
T
Carbon Cutter*
TracyH80Carbon Cutter*
Posted in My Pay As You Go account
Pay as you go bill for debt! How is that possible?

I moved into a new property (owned) in December. It had pre-payment meters for gas and electricity with a key and card for top up. I had smart meters installed on May 3 and on May 15 received an email from SSE/OVO advising my final bill had arrived and could I log in and pay it. I have not received a bill and have never used emergency credit on either meter. After two hours of phone calls speaking to six different people, a two day chat in Whatsapp and thirty minutes on hold today  I am no further! They advise I owe £60.27p however no one on any call or message system could confirm how or why I allegedly owe this amount, or whether it is for gas, electricity or a combination of the two. I have not received a bill and no one has been able to send me another copy of it. I was hoping to transfer to being a direct debit customer but I’m not sure about this as you don’t seem to be able to get finance correct when I pay in advance!  Any other pre-payment customers  receive random emails abou

478323
Shads_OVO
Community Moderator
3 months ago
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My Pay As You Go account
A guide to joining, moving home or leaving OVO as a Pay As You Go customerTutorial

 If you're a customer on Pay As You Go, we've created a new space to answer questions about OVO's joining, home moving, and leaving process. Moving inOne of the most important things to remember when moving into a new home is to take meter readings. You can note these somewhere safe or photograph them with your phone. Remember this step: if the property has a smart meter, it automatically sends us a reading. Otherwise, you'll use an estimated reading until we get the first one. If OVO already supplies your new home, contact us, and we can arrange to open the account at your address. If you had an OVO plan at your last address, we'll close that account for you and open a new one at the new address. If you’re not sure who supplies your new home, use our guide to find out. And if your meter isn't with OVO, but you'd like to join, you can switch to us. We know moving is busy, so get in touch when you can via online chat or phone, on the move day or afterwards. Please have a few details rea

3510
Chris_OVO
Community Moderator
3 months ago
M
New Member**
MepowerNew Member**
Posted in Extra Support
Switching to OVO from Octopus with a deficit balance?

I am thinking about switching to OVO from Octopus but I have a deficit of about £300 currently. Can I switch the deficit to OVO? If OVO agrees with Octopus to take on the debt then why not?

3015
Shads_OVO
Community Moderator
3 months ago
O
Carbon Cutter*****
Ovouser777Carbon Cutter*****
Posted in My account
Online account still not available to some customers?

OVO have been promising access to online account mangement via their new website for over a year now and it is still not available. Why is it taking so long to migrate customers from a legacy system? This is a task that should not be that difficult. Everytime I need to make a change or sometimes give an extra meter reading I have to spend ages on the phone or on the chatbot.

2413
Blastoise186
Plan Zero Hero
3 months ago
T
Carbon Cutter*
ttttCarbon Cutter*
Posted in My account
Why can't I request a refund when my account is closed?

Can you explain why you taken £88 from my account after you confirmed I am switching away last Friday?????My balance with you is over 200£ and I need my money back!!!!  Do you think this is fair?????

26413
Bradley_OVO
Community Manager
3 months ago
T
New Member***
theorgNew Member***
Posted in My account
How do I get missed payments removed from my credit file?

I got moved to Ovo via their purchase of Southern Electric. I used to pay Southern Electric quarterly via credit card (after bill received)I’ve just discovered seems every month I've not paid (in a qtr) Ovo have reported me to credit reference agencies as missed payments. (what a wonderful experience they give)I’ve now paid and setup a Direct Debit (did try to do this end last year, still can’t get access via Ovo App as Ovo still not sorted account transfers from Southern, and couldn’t setup online as Ovo have diff default address of a different account defualting against Direct Debit bank a/c which made setup fail) How do I get Ovo to remove those missed payment reports from the credit agencies urgently? Its going to cost me thousands in borrowing costs.

3557
Shads_OVO
Community Moderator
3 months ago
T
New Member***
thefiddichNew Member***
Posted in My account
THTC meter removal

Hello,The property I bought last year had a THTC meter and storage heaters, so the first thing I did was rip out the storage heaters and pull out the whole heating ring main as part of a full rewrite that was needed. So nothing connected to the THTC meter.I contacted SSE multiple times to try to get an appointment to remove the THTC meter but they kept saying there were no engineers in my area (North of Scotland) to do the work. Tried time and time again, and even got a work order number, but still no engineer. Eventually my electrician just pulled the meter off, taking pictures of course! Still got the meter with all the tags intact, etc.The meter reader was round recently and noted that the meter was gone and took pictures, noted it down in his records, etc. but still got bill with THTC meter estimate.Called Ovo to try and get the meter removed from my account but best they said they could do was to put me on to a single rate tariff.This has been going on for 18 months now. Please ca

11385
Blastoise186
Plan Zero Hero
3 months ago
W
Carbon Cutter*
WalphelpsCarbon Cutter*
Posted in Switching suppliers and moving home
New Home with THTC - how can I get support dealing with changing the meter and tariff?

We have just bought a new home in the Highlands and it has THTC supplied by OVO ( previously SSE I believe). For some reason that I don't  fully understand it has 3 meters. One standard and two for the THTC.When I contacted OVO to set up my account they were adamant that there was only the standard meter and could only offer me a standard tariff with one rate. So no benefit for the storage heating etc wired up to the THTC.When I signed in to my account it is showing 2 meters the standard and one of the THTC one but all still on the same tariff.I checked with the previous owner and he supplied OVO with 3 meter readings when he left. He also said that OVO were due to change the meters but had failed to make an appointment.My questions are1. How do I get OVO to acknowledge there is a third meter here?2. Shouldn't OVO be offering a tariff for the HTHC set up.3. Can I switch to another supplier with the current set up to get a suitable tariff?4 How do I progress the meter changes and will t

133422
Blastoise186
Plan Zero Hero
3 months ago
C
Carbon Cutter*
calliCarbon Cutter*
Posted in My account
I'm the landlord of 3 flats currently being supplied by one electricity meter: How can I split this up into 3 separate supplies for each flat?

I have 3 x flats that have just the one meter supplied by Ovo.I want to split into 3 x meters by Ovo. I want to avoid using power networks and getting in a 3 phase supply as they are suggestingcan this be done?the supply is already going to all 3 so its about metering although i don’t want private meters, I would like 2 separate accounts for the tenants to pay themselves.

2067327
Abby_OVO
Community Manager
3 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Extra Support
Need any extra support? We're here to helpF.A.Q.

Updated on 08/10/24 by Emmanuelle_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (WHD) scheme is closed for the scheme year 2023/24 and will reopen again later this year.  The Warm Home Discount (Broader Group) has now opened to applications from our customers based in Scotland. Customers can apply online here.  Broader Group Eligibility Criteria can be found here. We encourage all customers who believe they fall into the Broader group (Scotland Only) to apply online via the OVO and Boost websites.  However, If a customer needs some assistance completing their WHD application please contact our support team.  OVO Broader Group: https://www.ovoenergy.com/

5630
Emmanuelle_OVO
Community Manager
3 months ago
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My account
What is a collectable balance?

A collectable balance is the balance that needs to be paid when a bill is produced. It will be the balance outstanding (minus any payments made) at the end of your billing period. For example-If your energy usage for the month is £100 and you paid £75 into your OVO account, the collectable balance left to be paid when you get your bill would be £25.This will be the amount to pay when you get your statement. If you didn’t have a Direct Debit set up and that amount wasn’t paid, OVO would send you follow-up messages asking for payment of the outstanding amount. Using the example above, the amount we’d be asking to be paid would be £25. When this amount is paid, your collectable balance will be zero, as there will be no outstanding balance from your last billing period. If you didn’t pay that amount when your next bill is produced for the following month, it would be added to that month's usage. So that’s the collectable balance (£25 in our example) + the following month's usage that would

1180
Chris_OVO
Community Moderator
3 months ago

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