Updated on 24/03/26 by Ben_OVO
How to search this forum, raise a new topic or seek out account-specific help
Welcome to the OVO online community!
Check out the steps below to learn the best ways to get valuable information from this forum.
It’s worth remembering that any issues requiring us to access your account are best raised directly to our Support Team.
Using the Search bar
The quickest way to get started on your path to an answer is to use our forum homepage search bar. Type in your query, making sure to include as many key words that relate to your question as possible, and press enter. For example:
You can filter the search results by selecting tick boxes on the left of the page, such as what topic type to look at (question, conversation, article), and which topic group to search from.
Once you’ve made your selections, choose the topic that best fits your query based on the title, to see if it contains your answer. If the content you’re looking at is a ‘question’, then the ‘best answer’ to the question will be the first comment you’ll see, highlighted in green:
Using topic groups
On the forum homepage, you’ll see our topic groups (picture above). Select the general area (parent category) your query relates to, and then select which topic group (category) fits your query. In the image above, I’m going for the ‘Smart meters’ category. .
You can browse topics in this category, to see if the question has already been asked, or use the search bar.
Using tags
You can see this on the sidebar (if you’re using a desktop device or tablet, or at the bottom if you’re using a mobile) and select which tag best matches your query.
This takes you to the search results, which only looks at topics which have been given this tag. Browse the results, or use the search bar to narrow your search.
Similar conversations
When you’re viewing a topic, or its ‘best answer’ (if it’s a question topic), make sure to consider the topics showing up in the ‘Similar conversations’ section. This is to the right if you’re using a desktop or tablet, and below the topic if you’re using a mobile.
This feature matches similar topics to the one you’re viewing. The hope is if you didn’t find the right topic the first time, this feature gives you another chance!
The Library
The Library (accessed via the top of the Forum homepage) contains articles and tutorials that answer the most commonly asked questions, ranging from smart meter issues to emergency procedures. We’ve created this feature to give you quick, clear and easy-to-find information for the most important aspects of your energy account.
You guide below introduced the Library in more detail, and explains how to use it:
If you can’t find your answer, create a new question topic!
If you can’t find the answer, it might not have been posted yet. Post your topic, get community based support and advice, and the answer will hopefully help you and others that follow in your footsteps.
Top Tip: If posting a question, make sure to include the following for the best result:
- Has a clear title so we know what the question is about
- Has clear info in the description that helps the community answer your query
- Includes links, photos or screenshots if necessary (these can be added via the top tool bar above the ‘Reply box as shown below)
- Is in the most relevant category
- Has lots of relevant tags so others can find it too
Give our community members some time to get to your question and provide a reply. You’ll automatically be subscribed to any topic you create, so you’ll get an email notification when there’s one or more unread replies to your topic.
Sometimes you might prefer to start a more general ‘conversation’, instead of asking a question. The Forum is a place to discuss things and connect with the community, as well as being a source of information.
Leave a comment on an existing thread
Use the comments section of an existing topic to ask questions if the info provided doesn’t match your query exactly. Tag users who’ve replied earlier in the thread by adding their username after the ‘@’ symbol.
You can also use this section to answer other members’ questions, or engage on existing threads. By engaging you’ll help the community, move up the ranks, and even have the chance to win some rewards for your contributions. You can find out more about this here:
Guidelines and house rules
Any engagement on the OVO Forum must fall in line with our terms of use. The community is a safe, inclusive space for members to use in the right way. You can find out more in the guide below:
What have we missed?
Why not try out the comment feature below and let us know how we can improve this guide! 
