Recently active topics

369 Topic threads

S
Carbon Cutter*
Scorpious1974Carbon Cutter*
Posted in Smart meters

Concerns over Electric Smart Meter Displaying old rates for daily standing charge and peak / off peak rates

I had a smart meter installed on the 20 April 2021. I do not have gas, only Electric in my flat. I received a letter from SSE dated 24 March 2022 stating that they were going to take meter readings every half hour as the more regularly they could take meter readings, the more potentially cheaper it could work out for me. Now when I originally had my smart meter installed it was stated that the 28p pence charge that I see on my meter is a standing charge - I last spoke to SSE over the telephone about this on the 19 June 2021. However, after looking at the below bill (see attached image) which states that the standing charge from now to the 30 September is 43.49p and that from the 1 October will rise to 44.50p, and after now re-checking previous SSE bills, I have looked again at my smart meter and see that my standing charge that is displayed on the meter still states 28.720p and that the peak tariff is 21.910p and the off peak is 14.820p (again, please see attached image). So as the fig

6
S
Carbon Cutter*
6 hours ago
O
Carbon Cutter*
olduserCarbon Cutter*
Posted in My account

Contact CS

I had an account with OVO a while ago. I switched away to another supplier on 6th January 2020.I received an email today out of the blue from OVO: Sender: no-reply=ovoenergy.com@mail.ovoenergy.comDate: Tue, 27 Sep 2022 10:42Subject: We're_working_on_your_refundFrom: OVO Energy <no-reply@ovoenergy.com>X-Mailgun-Variables:"triggerSource":"pace-refund-comms""friendlyDescription":"Orion Refund Requested Communication"Account number: xxxxxxxYOU'LL RECEIVE YOUR REFUND WITHIN 10 WORKING DAYSHello xxxxxx,Just to let you know we're processing your refund of £xxxx.xxThe good news is you should see your refund in the bank account your DirectDebit comes out of within 10 working days, if not sooner.Thanks,The OVO Team I subsequently discovered I can still log in to my old OVO online account. It says: You've switched to a new energy supplierYour switch happened on 6th January 2020.Your final balance was £0 so we’ve now closed your account. I’d like to check this with OVO customer services as I

5
O
Carbon Cutter*
7 hours ago
L
New Member***
LSdevonNew Member***
Posted in My account

New fixed contract versus price cap

I have recently signed a new contract for gas and electricity, the new figures are higher than the price cap figures. The new contract starts later this month. Will i be charged the higher new amount after the price cap starts in October or will they reduce the contract to the price cap?Plus on the app it says people with certain criteria will be able to apply for free electric throws, free boiler service, free smart thermostats. How do i find out if i qualify? 

28
stead
Carbon Cutter*****
7 hours ago
A
New Member*
Amanda 247New Member*
Posted in My account

Direct Debits

Hi guys I have joined OVO in June on a fixed rate for 1 year however I have received two direct debit increases since then from £227 to £257 and now they want to increase to £277, I am in credit over £600 but I can’t afford for it to increase by £277 especially when it should be capped at £2500 I think I fixed mine around £3000 for the year but I don’t like the constant DD changes. I just like to know what I’m paying not keep contacting me every couple of months telling me they want to increase and there’s no way to tell them leave it has it is. Min change is £277? 

0
A
New Member*
7 hours ago
S
Carbon Cutter****
SianTCarbon Cutter****
Posted in My account

Billing error on my account - suddenly have a huge debt balance that must be a glitch?

So my account was transferred over to OVO from SSE automatically. I’ve only recently been able to access it online. I’ve logged in and my transferred balance is 19K?? I’m a bit confused about how this has been calculated because it would be impossible for me to have consumed this much energy as a single person in a flat. I have contacted OVO and this has apparently been passed to the SSE migration team. I’m just curious as to whether anyone else has had a similar experience and what the outcome was? 

44
M
Carbon Cutter**
7 hours ago
P
New Member*
prodigy9New Member*
Posted in My account

Can I get the £400 Energy Bills Support Scheme Grant to say in my OVO credit balance instead of refunded to my bank account?

I believe Ovo will be crediting the £400 grant to the bank accounts of direct debit customers. But is it possible for Ovo to credit my Ovo account? This way they won’t be sending it to me for me to send it back to them.

4
M
Carbon Cutter*
7 hours ago
J
New Member**
JimWNew Member**
Posted in My account

Moved to OVO from SSE and unable to pay quarterly?

New here, having been an SSE customer for many years and always happy to pay quarterly on demand I expected to have the same offered by OVO. Looking at the OVO website states that quarterly billing is available on request.When I rang OVO customer service I was told that:monthly billing only where the website says that you can request to pay quarterly this is wrongI have no wish to pay monthly and would like a definitive answer to this issue.

20
S
Carbon Cutter**
8 hours ago
A
Carbon Cutter*****
AlfCarbon Cutter*****
Posted in Smart meters

incorrect gas bill

Ok all you OVO experts…..this IS a question!I still have a dispute with my reoccurring alarming high gas bill, generated by a defective gen1 smart meter provided by OVO.I have done everything correctly, raised the correct complaint procedures (online and via the Advance Resolutions team)I have patiently waited all the requested waiting time re a response….i.e. 1 month, then another 10 days, then another 5 days, then after todays conversation with the Adv.Res.Team, yet another 5 days….The team accept OVO have failed re their own laid down complaint procedure and acknowledge the service provided does not meet the standard required by their own requirements!Today,for the second month running I have been issued with yet another stupidly high gas bill, this is with consideration I have have flagged the problem nearly two months ago.I have emailed Feedback@OVOenergy.com and sent a written letter to OVO. I’m considering my only option left is to contact the energy ombudsman to see if they can

8
Jeffus
Plan Zero Hero
8 hours ago
O
New Member*
OllyWithHerBrollyNew Member*
Posted in My account

Can't login to online account

I have been a customer with OVO for many years. Last week i noticed that i was unable to login to my account. It said the login details were wrong. I hadn’t changed them, so i emailed customer services. An automated response said that my email address wasn’t registered with them, despite me using it for over a year. By chance i noticed that there were a couple of emails from OVO that had recently been sent to the email address of my late husband. He used to manage the account before he died, and i altered the registered email address to mine last September. I sent another email to customer services this time from his email address, but as yet haven’t had a reply. Out of curiosity, i tried logging in to the online account using his email address and was taken to the old system, which i was transferred from in April 2021. It seems like there are some ‘crossed wires’ somewhere. Any thoughts on how to access my ‘normal’ account?

1
juliamc
Plan Zero Hero
9 hours ago
V
Carbon Cutter****
VirtuallymeCarbon Cutter****
Posted in OVO Newbies

In need of emergency credit in DV situation

Hi my name is julie. I have been left destitute after a domestic violence situaion. My mobile phone was taken and I have no landline or access to a phone. I tried using this website to talk with an adviser but when one came on my text was not showing having clicked send? I need some support only £10 credit until Tuesday. Could someone from this company  please send me a code. I can't contact you any other way.

19
Blastoise186
Plan Zero Hero
9 hours ago
V
New Member**
verwirrtNew Member**
Posted in My account

Why are BILLS ABOVE CURRENT PRICE PER KWH CAP for 04/2022-09/2022?

Why am I more charged than the price cap per kwh/daily standard charge?I am on a standard tariff for over 10 years. Never subscribed to a “green” deal. I have noticed 5 weeks ago that I am charged over £0.29 per kwh and over £0.50 daily. I have checked my bills back to April 2022 when these unit prices were introduced. After checking the Ofgem site it appears that the max charge, for this period should be £0.28 kwh and £0.45 daily. From Ofgem Web Site “Last price cap period(1 April - 30 September 2022) £0.28 per kWhDaily standing charge: £0.45===========================Another question is why do I not get an answer from OVO customer service, I tried:over 4 weeks ago asking the simple question via e-mail over 2 weeks ago asking for an update 48 hours ago tried to get an answer via online chat 47 hours ago and 1.5 hours on calls after still- no answer-Is there anybody who can explain why I am charged more than the CURRENT price cap for the period 04/2022-09/2022 ?

3
Jeffus
Plan Zero Hero
10 hours ago
S
Carbon Catcher*
Simon1DCarbon Catcher*
Posted in My account

"We're working on your refund" email received from ovoenergy.com

I queried this with Customer Support yesterday, who told me (this is copy-pasted from my webchat with them):“I do apologies it is a system error that has sent this out to multiple of customer”I switched away from Ovo late last year, and received a refund of the final credit balance at the start of this month (1 Sep).A princely 7 pence, by bank transfer.The erroneous refund, were it to be made, would be over 88 pounds.

2
S
Carbon Catcher*
11 hours ago
C
Carbon Cutter*****
CheekyoneCarbon Cutter*****
Posted in Smart meters

Had a smart meter fitted months ago - why am I being asked to submit a reading every month?

I had an electricity meter installed in April for the good it’s done me..  Every month they ask me to submit manual readin because they can’t get smart reading.  I don’t have a baldy clue how to read it - the engineer didn’t show me.  What is the point of a smart meter that doesn’t work and I can’t use.  Ovo are awful.  Can’t wait to leave.  Howver any advice on how to read meter greatly appreciated.  Thanks

17
Steveo
Carbon Cutter*****
11 hours ago
Steveo
Carbon Cutter*****
SteveoCarbon Cutter*****
Posted in Smart meters

Ongoing Smets2 meter problems.

Hi, Still having problems with both electric and gas meters. Electric meter exchanged 6/5/2022 and Gas meter exchanged 18/7/2022. Both now are Smets2. The app won't accept the new Gas meter reading which was set at 00000. The app is also now asking for a night time reading ! The meter doesn't have a night time reading. And we are not on an eco 7 tarriff. I have emailed the meter readings to Natalie Discombe, Sarah Ball, your support team, and complaints. I haven't heard a thing back ! I have up to date readings taken today.Please can someone contact me please ?Regards     I 

0
Steveo
Carbon Cutter*****
12 hours ago
T
Carbon Cutter*****
TechnophobeCarbon Cutter*****

Table/chart for differences between DD and On Demand rates/chargers after 1/10.after 1/10New

Hello,It's OVO for Dummies requirement again here.M.E. and brain fog literally "doing my head in" just now.Would it not make sense to have a chart or table with the differing rates and charges, based on how one pays, after October 1st?I couldn't make head nor tail of what was provided in the Chat before as it was just one long paragraph with, I think, one energy source omitted.Is something simple and easy to understand a good idea, especially for those challenged by information-processing according to how it's presented?Thanks!

6
T
Carbon Cutter*****
12 hours ago
P
Carbon Cutter*
PeterghCarbon Cutter*
posted in My smart home

Have any community members installed storage batteries for Solar PV (Feed In Tariff)? If so, would you recommend them?

Hi,Would like to ask any members who have installed storage batteries for Solar PV (FIT) how they made that decision? Many thanks

8
E
Carbon Catcher*
12 hours ago
H
New Member*
H29New Member*
Posted in Smart meters

Smart Meter not talking to OVO

I moved to OVO in the Summer and was delighted to be able to see my half hourly usage - my smart meter was doing it’s job.  Suddenly it stopped talking to OVO and hasn’t sent a meter reading for the last couple of months, meaning I have to do it manually which is a faf. One more thing to remember. I’ve looked at the help and it seems that the meters sometimes just play up and it should right itself but this isn’t very satisfactory. Anyone have any ideas on what I can do to get this sorted?ThanksPost your question

1
Blastoise186
Plan Zero Hero
12 hours ago
A
Carbon Cutter***
Adele CoreCarbon Cutter***
Posted in The Library (archive)

Splitting a supply in an office block that has residential flat

I am a landlord of a property that contains several offices and one residential flat. We are housing a Ukranian family in the flat. They both have full time jobs now, so are paying utilities.  We want them to be able to access the government subsidy for energy bills, but the supply has a shared meter with the offices and is registered as a business.  There is one electricy meter and 2 gas meters (one for the flat). Is it possible to split the supply before the electricity meter and have a second installed and registered as a domestic supply and if so, what sort of cost?

10
Blastoise186
Plan Zero Hero
13 hours ago
T
Carbon Cutter*
The Good ConsumerCarbon Cutter*
Posted in My smart home

What happens of the PV installer fails before completying registration of the new system?

Dear Ovo Forum A difficult Q - which I hope few have to face. Our Photovoltaic (PV) panel installer has failed, before they applied for registration of the system with the designated network operator (DNO). No energy provider can get the system registered, before commencing the SEG (smart export guarantee), UNTIL the installer applies/notifies the DNO (using a Form G98 or G99) of the installation. Help?! What to do if the installer fails to make the application (either because of incompetence or they cease trading)?

3
T
Carbon Cutter*
13 hours ago
C
New Member*
cgzovoNew Member*
Posted in My account

Total Heating with Total Control (THTC) - OVO/SSE ending support in March 2023

OVO has announced that it is ending support for THTC in March 2023 (after having taken over part of SSE) so the radio controlled operation of “passive” storage heaters and hot water will no longer be available. There is also a knock on effect to focal point fires, showers, towel rails and panel heaters. Since OVO is actively changing how a THTC system was originally designed then should OVO simply change only the meters and leave householders with the legacy of old heaters or should OVO change meters and provide, at no cost to the householder, new, up to date storage and panel heaters with inbuilt timers so that householders can control their heaters?

52
Tim_OVO
Community Manager
14 hours ago
J
New Member**
Jm1974New Member**
Posted in Switching suppliers and moving home

beginning supply

We moved into a property today and have no electricity. I managed to find out that we were supplied by ovo and after spending 20 minutes trying to get through was told I needed to set up an account to make the connection live. I did this and then she insisted on setting up an appointment for a smart meter and taking direct debit details. She then told me I'd have to phone 105 as I wasn't connected. I phoned 105 who told me that the property has a prepayment meter and we would have to phone ovo again to get them to top this up. I then spent another 15 minutes on the phone trying to get through to ovo to then be told they were closed. I've been left in a house with no heating, ,hot water or light with a 5 year old and have had to book us into a hotel for the evening. Absolutely fuming at the misinformation and now need to go through the whole process again tomorrow. I've never seen a meter like this one before and can't see anywhere I would insert a card or a key. Can anyone tell me what

6
Blastoise186
Plan Zero Hero
14 hours ago
M
Carbon Cutter*****
Martinacole64Carbon Cutter*****
Posted in OVO Newbies

migration charge from SSE to OVO

Why is OVO charging customers passed from SSE  a migration charge when they had no choice and was not informed of it, how is this migration charge justified?

4
M
Carbon Cutter*****
14 hours ago
S
Carbon Cutter***
SarahHCarbon Cutter***
Posted in Smart meters

Half hourly readings unavailable on website and app.

The past couple of days I can no longer access half hourly readings on either the website or the app. It has been fine until then. The daily figure is available, but shows now as grey and unclickable.I've been using them while I get used to our solar panel usage. They will also be really useful when we put our gas central heating on and play with getting the most out of our new tado trvs.Is this a temporary blip? Is it an issue just with us, or a widespread issue? I’ve also noticed that we haven’t been able to get a recommended payment amount for our dd on the website either. 

17
Jeffus
Plan Zero Hero
15 hours ago
S
New Member*
Scottie1963New Member*
Posted in My smart home

I have noticed my Solar PV panels stop generating energy when my Storage Battery is full (it's a Solis Inverter) Any advice?

I have noticed that my solar panels stop producing charge when my battery is full. It means on sunny days I am not able to send power back to grid. It's a solis inverter. Any ideas?

2
Tim_OVO
Community Manager
15 hours ago
R
Carbon Cutter****
rayrafolsCarbon Cutter****
Posted in OVO Newbies

Why have I been charged double the energy bill for September?

I moved in recently and have been charged twice the amount for bills. My flatmate called and they said they have a set amount they charge to cover future issues that is more than what is on the meter. Is this true? If so, where is that stated in their policies? I don’t want to pay for something I haven’t agreed upon in writing. 

14
R
Carbon Cutter****
15 hours ago
Terms & ConditionsCookie settings