@TracyH80 

https://www.bbc.co.uk/news/uk-england-gloucestershire-65544654

https://www.ofgem.gov.uk/publications/investigation-ovo-and-its-compliance-its-obligations-under-gas-and-electricity-supply-licences-slcs-03-264-265-27-27a-and-281a

Hey @DeanF,

Really sorry for the issues you’re having,

It’s unusual to have that amount of arrears as pay as you go. There’s likely to be some debt from the migration if the meter was put into non disconnect mode. 

I’d advise contacting the support team for this one, if they aren’t able to offer a solution you can raise a complaint. 

How to get in contact about my OVO Pay As You Go account

• The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
• Or call us on 0330 175 9669 during the same times.

Hi,

The best people to speak to about this are the PAYG Support Team.

Please try Live Chat via https://ovoenergy.com/help or 0330 175 9669.

@Buzby sometimes the best thing you can do is to just do what I did and leave it be.

Just because you yourself have had a bad experience with Support, doesn’t mean literally everyone else under the sun will as well. Additionally, you CANNOT just assume that the problem is the same as the one you had - it’s more often than not something else. This is precisely why Forum Volunteers won’t speculate, and why we don’t give reasons if we’re not confident enough about our thoughts.

In cases like this, we feel that simply signposting the user the right way and watch for updates is a better option than trying to force their hand. This is especially true for Account-Specific Issues where you cannot possibly get all the context needed to figure out the puzzle. We’re actually under instructions to let the Support Team handle those.

Additionally, for those on the Priority Services Register and/or Vulnerability Guild, OVO has specialist resources dedicated to helping you out. The exact nature of those resources is tailored to the individual customer so I cannot give an overview that covers all bases.

However, in my case the support is tailored to the fact I have Autistic Spectrum Disorder and reside in Supported Living, which - when combined with the Account Management Team model my account has run under since 2021 - results in super rapid queue times and many agents taking the extra time to better understand me and learn how best to support me due to the unique traits that every Autistic individual may possess. Everything one agent learns about me goes onto my account notes and is shared with the rest of the team - and ALL of that information is at their fingertips anytime they wish to or need to review it, such as when I get in touch with someone who’s not spoken to me before. The fact I’m a Forum Volunteer is also factored in, but this mostly just causes OVO’s teams to be able to serve me faster purely because I have a deeper understanding of how things work so they can get straight to the point and cut down on the amount of “ping pong” games that might otherwise happen. Similar measures are applied on the OVO Forum - the Forum Moderators have a deep understanding of my circumstances and can use that to adapt how they handle interactions with me if needed.

As a result, the experience I get is effectively Rockstar VIP Service, it’s that good - and it’s what I WANT everyone to get closer to over time as OVO rebuilds itself. We - as the Forum Volunteers - are watching this closely and we have… Ways… Of making sure that the Support Team plays nice with folks who aren’t one of us. I don’t go into details, but my strategy is highly effective.

The intelligence that is gathered is also shared with other departments within OVO, and where appropriate, with other organisations via the Priority Services Register so that those other places can keep their records up-to-date and fully synchronised. Likewise, if OVO were to send anyone to visit me, that intelligence would also be included with the job request so that the visiting engineer or representative is aware upfront. The only entity which does not get automatic access to that data is the OVO Forum - the reasons of which should be fairly self-explanatory. But even then, we can often detect signals of vulnerable customers and have agreed “workflows” between the Forum Volunteers and Forum Moderators to help get those customers the best experience we can provide while they’re here - but ultimately the Support Teams are the ones who have all the required info available, not us.

As a Forum Volunteer, the way I respond to threads is based on a lot of factors, many of which aren’t obvious upfront. This may include things like whether the question is Account-Specific, targets certain criteria that the Forum Moderators want us to focus on (or even flag directly to them!), fits within one of my specialist topics/subjects and how urgent I determine the need to resolve it to be, among other things. However, one cannot help everyone no matter how hard they try, sometimes you have to know when to step back - and this is important. I ignored that advice a few years ago on Discord, and it burned me hard. I learned that the hard way, but you shouldn’t have to.

You also have to bear in mind that we get a lot of folks here who are in difficult circumstances, being respectful and understanding is a key quality that runs throughout both the Forum Volunteers and Forum Moderator team, but so is knowing when to let things be.

Just some food for thought.

This seems to be a common problem.

I think something has gone wrong in the migration from SSE to OVO.

OVO were so awful to me when I was migrated to them, I transferred to E.org… have always been on a prepayment meter and they have sent me a final bill for £1,000 even though I was always on prepayment.

They claim I migrated from SSE with £1,300 worth of debt, on a prepayment meter.

Trying to get it resolved has gotten no where.