Moved from PAYG to OVO pay monthly credit meters, but not got an OVO account yet?

I would like to switch my pay as you go to a smart meter please,  Can l do that?

Hi, I chose to move from dd to prepayment on 28th April with a current balance of £65. After the change, the balance never appeared. Instead it said £23 by the hour until, approx, a week latwrit was £30. Then it returned to £0. It is currently rising and is at £2.49.

I called last week. The ovo op said she saw £61 Balance in her system and it would be added. I asked her to make a note for proof in case it disappeared but she never did.

I have been paased from dept to dept so many times,  constantly left in hold, cut off. I'm really disappointed and wish I stayed in dd. 

Also just to add, I just taller to someone who said my account is still dd. However I received my 19 digit top up number already (which she says I haven't?) and she wanted to make a new one - then she passed me on…

Am left listening to motown once again. So many hours.... 

Thank you for replying @Emmanuelle_OVO

I have been in London all day, so will call support tmrw. I have to mention that I've talked to support a few times now and each time they pass me on to the payg dept or others. As mentioned above, support told me she read my balance on her system as £61.i asked her to make a note of it in case it disappeared. She told me that was not necessary. Then when I called yesterday I was told they read my balance as £14. After being passed on, a other said its not possible to read my balance. The first op said the only way for my balance to be restored was to be at my smart meter as "You have to do things to it."

I'd also mention that I got an email from ovo saying that because they'd made a mistake with my EPG in October, my account would be credited plus the extra £31. An op said it had been added which totalled a current balance of £14?Ovo also said they'd credit the £31 to my bank account, but they don't have my bank details as they told me to cancel my dd.

There appears to be no communication between departments. 

Can anyone see how ridiculous this is. I find it quite incomprehensible. 

I'll try ovo support tmrw and update this post of necessary. 

Hey @Kall,

Yes if you could update the post that would be great, it might help other customers in future. 

Sorry for the issues you’ve had, it’s worth mentioning that all calls are recorded so if you need one pulled for reference that’s something customer services can do. 

After another morning of going from rep to rep I finally found one who found my balance and made a note on the system of it.

Requested to be put back to pay monthly. They've taken my direct debit. Now it's just a waiting game.

I'm very unhappy that I can't be payg, especially as the energy companies were at one point encouraing people onto it. 

Hey @Kall,

Sorry to hear this,

Did they give a reason as to why you can’t switch to pay as you go? 

@Emmanuelle_OVO

My meter wouldn't switch over to payg. No one would say why. They simply left me on hold, then hung up or said its not their department to deal with it. 

I've since asked to be changed back to pay monthly and have given my direct debit details but still can't log in. It says I'm on payg.

I've seen this before - distant call centres half way across the world with no accountability. There was none of this with SSE. I'll leave in July when the new tariffs are announced 🤷‍♂️

*a rep said my meter is on credit mode

I’ve been asking SSE to tfr my electricity acct from PAYG to DD for well over 6 months, my requests have been repeatedly ignored and now I find I’ve been transferred to OVO! How do I tfr to DD, my gas account is already DD! 
 

it is starting to seem that I need to go to a completely different supplier because SSE/OVO is a complete let down :(

This can be arranged now! If you call 0330 175 9669 the team there can help you migrate to DD.

We had a pay as you go smart meter fitted 3months ago, but it didn’t work from the start. the Valve kept closing , OVO sent a 3rd party engineer out and they fitted a pay monthly meter. 
However getting that pay monthly meter registered to our address has been a nightmare, 3-4 weeks ago we had a 4 hour conversation between departments, they took our meters details , we gave them a meter reading, and a bill is assigned, but we still had to wait for the account to register - it would take 10 working days they said -- but like I say 3-4 weeks on .. no account, no bill , .. and today we received another new pay as you go account number.. and card ,. 

Being summer the bill isn’t expensive, but we really need this sorted before late autumn so we can keep track of our usage. I don’t know what to do, my mother is getting so anxious over it all, and the phone service is so stressful.  

If you haven’t already, try doing this via Live Chat at https://ovoenergy.com/help . It’s usually a much better experience than phoning in.

Otherwise, try https://ovoenergy.com/feedback 

Thankyou i’ll give it a try , i’ll let you know how I get on,

after months of chatting with OVO over the phone -and them telling us how much our bill would be , telling us that we are pay as you go and now going over to pay monthly. 

Well the OVO web chat person said that our account numbers - (one of which was given to me by OVO .). is actually an SSE account number and that they can’t help us with it. - they said that not everything had been moved from SSE to OVO yet. 

So I tried to register the account number with SSE , and it’s not even recognised. 

The OVO pay as you go team recognised we had an account that had to be closed 
So what is going on ? The lady on the phone told us the “monthly” account would take 5-10 working days to register ,  and that we’d receive a letter and a bill for £89 - 
however it is now 20 days. .. and today we received a pay as you go card ,. for a meter we don’t have.

Hey @mixomusic,

Really sorry to hear this, it sounds like a very stressful situation.

I’ll ask Forum_Support to recah out via private message.

Hi, can anyone help. I spent about five hours on the phone changing to pay monthly, the direct debit has come out my account but when I just signed into my online account it says pay as you go.

Not sure when you made the change @GeorgeWatson but it can take a little time for this kind of update to be reflected. 

Thank you BP Lightlog but the change was over a month ago.

Hey @GeorgeWatson,

Sorry for the issues you’re having,

The Online Account may not be completely set up yet. 

Have you had your first statement, welcome letter and new account number? Have you been given a timeframe by the support team for how long the process takes?

Hello Emmanuelle_OVO,

I’ve been on the phone to OVO now for 1 hour and 20 minutes. A block was put on my account in error. They say they can’t tell me how long this block will be on for even though they know it is a mistake.

In the meantime I cannot access my account and I am currently trying to get someone on the phone to tell me how much gas I have used today. Three times the lady has given me a different answer and told me that this isn’t possible despite the fact that I asked for and was told that half hourly meter readings would be taken. She has now just put me back to the hold that you are on when you first call OVO. In other words, she has just dumped me back in the queue despite telling me she was going to solve my problem and that she would be back on the line in a moment and was just putting me on hold.

What an absolute disgrace your organisation is. You just think you’re so big who cares about some little customer. I really hope I can get this story out into the public domain. It took about 5 hours to get the account set up in the first place, with me having to phone back a number of times to be told there were no notes that I had phoned previously.

You’ve taken my money, but blocked me from seeing what gas and elecricity I am using. I am not at home and I just want to know if the central heating is on. I could do this if you didn’t wrongly block my account.

I’m now on 1hour 40 minutes, I have spoken to someone else who told me the call had just come through, that they had to go through data protection with me again because as far as they were concerned I hadn’t been transferred, I had just rang in.

Any comments?

Hi @GeorgeWatson, thanks for the update and sorry about the bad experience when calling in. It sounds like a really frustrating one. 

Your comment remains here in this thread so there’s no need to copy it below. I’ll remove the duplicate comment from this thread. 

If your smart meters have been changed to a pay monthly setting, it means they will not disconnect and your central heating will not be disconnected. That said I can appreciate that you want a way to access your online account, see your charges and make sure your monthly payment is big enough. 

It’s tricky for us to advise on this from here. This forum is meant to be for customers to chat to each other about non-account issues. If you’ve not been able to make progress on your latest call we can private message you, take some account details and find out what’s going on behind the scenes. We can also make sure a complaint is raised about your experience if one isn’t already raised. Or use the Facebook messenger icon on the bottom left of the screen for a quicker response time. 

Hi @GeorgeWatson,

Please be advised that we have house rules in this community about what should be included and avoiding when making contributions. If your responses are not respectful to those offering help, which includes OVO staff, we’re able to remove them and have the right to remove members. You can see our house rules here:

I also disagree that my response was irrelevant although I’m sorry if you didn’t find it helpful. 

You called out not knowing if your central heating was on here:

Emmanuelle, myself, anyone here on the forum will try and help with advice where they can. As no one here can access your account, any advice about your account is that responder’s best guess. It’s therefore our advice to not get account-specific advice on the forum. 

If you had a question about how your smart meter works, when direct debit reviews happen or what’s everyone’s opinion on the best third party app there is to view your usage, people here on the forum are well placed to advise. For account-specific issues, our Support team are best placed to help. 

Hope that makes sense,

Tim

Has anyone actually managed to go from a boost prepayment account to an ovo direct debit? I have been trying for months and it just never a seems to actually happen. In the process I have been lied to by call operators, they have hung up on me (despite the fact that I am always polite), transferred me and after hours and hours spent on the phone I have had absolutely no luck. I call OVO to see if the transfer has happened and they just transfer me to Boost, Boost say they have transferred the account and I can no longer top up because the App isn’t recognising the account. I am completely at my wit’s end. I all my years, having lived in many different countries, I have never experienced such a lack of professionalism - especially about something so fundamentally necessary, electricity!

I would be very grateful if anyone who has been successful at transferring over could share any tips! Thank you

Hi @CAD 

Sorry to hear of the issues you’ve been having changing over to Direct Debit Pay Monthly. 

Could I ask, when you made the initial request, that they went though contract details etc and to set up a Direct Debit? If not, this might suggest the account hasn’t been created yet.

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