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I am shocked, surely this cannot be correct? I understand websites being down for sometimes a few weeks for updates, but when I tried to log into the OVO Energy website today only to see the message “We're in the process of migrating groups of customers to our new website so access to your online account won't be available until the end of 2023” I was quite frankly flabbergasted. And with absolutely zero warning that this was pending.So is that right, will there be no website for up to 9 months???How will I monitor my usage in these trying financial times? How will I be able to check when my peak charge times are? How will I be able to check whether my direct debit is adequate to cover my monthly costs, and how will I be able to change it? How will I be able to view and compare historical bill values? And how will I be able to view and compare any new fixed rate deals that might become available.Seriously, this kind of potential duration of outage of online services would be scand
I’ve recently joined OVO over the phone but never received a confirmation email, nor have I received any letters to confirm account activation. I called the support team to confirm the email address they have is the correct one and it is. Is it normal for a confirmation to arrive a few days after account set up? Or should I keep calling for support? Any help welcome, this situation is causing great stress!!
I copy my bills each time they are created. The next time I look at the bill, readings and charges remain the same, but the brought forward and carried forward balances are changed. Surely these should be fixed at when the pdf version of the bill is first generated.
We’ve seen an increase in customers letting us know they’ve been called by 011733 26934. So we thought we would confirm here that this is a number used by our Collections Team. They’re available on that phone number from Monday to Friday 9am-5pm. The team’s there if you need some support paying your energy bills. They can help find a solution that works for you, this includes setting up a payment plan, and spreading the cost of your energy to make it more manageable. Our dedicated team can also give advice on energy debt and talk you through more support that’s available. They can also show you where to find free, independent advice. Unfortunately we can’t control what third party websites say about our number, and you should always be careful when giving bank details over the phone. If you’re ever unsure about who you’re talking to, it’s best to hang up and call us directly on 011733 26934 – then you can be sure you’re talking to our team. If you have a bill you need to pay, you can
I’m off supply for my electric, no engineer turned up after booking yesterday and after calling SMSL they have no record of my appointment. what?
I moved into my new flat a couple days ago and a few things have happened with my key meter: there is a debt on the meter from the previous tenant that needs to be cleared i am off supply i was given a code to go pick up a new key and after going to 7 different pay points no one had any for at least 6 months i have a electrics key that has been sent out but won’t arrive for 3-5 working days so at least next Wednesday. I booked an engineer yesterday and no one showed up i rebooked to day and contacts SMSL the third party company that was used and there was no record of any bookings too my address even though I received email confirmations. I go through to customer services, get help and then nothings actually happens it’s a constant cycle. I have food that’s going off and a fridge & freezer full of things I bought which is now ruined (which I can’t afford to replace because of this cost of living crisis) and I still haven’t received any confirmation of appointment by SMSL. I’m ha
Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly? I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month. Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit. I’ve checked back on my emails and as recently as May I was £95.62 in credit. I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58. There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again. I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extort
Having reported a fault in my day time meter, an engineer has been booked for next month. I now see on the email they are saying it will be a smets2 which I was previously told we couldn’t have in my area yet due to poor signal( Perthshire, Scotland). Is he likely to turn up and then realise he can’t fit one, or can it be fitted and just read and submit readings myself as I am currently doing. As I also have a meter for THTC, I would have thought it would be better waiting until there is a system in place to combine both meters into one dual rate at a later date when signal issues are resolved.
I am moving out of my home and closing my OVO account. My move out date is today, which I notified OVO about over a month ago. I have 2 issues:1. I am unable to submit final meter readings on the app or online. I tried multiple times yesterday ("a problem occurred") and today ("there are no meters associated with this account"). However, the OVO website explicitly states that I should provide meter readings on my move out date. Please help me with this.2. On Tuesday, my credit was £402.39. Today, my credit has decreased to £308.34. I can only assume that this is because OVO is making unreasonable estimates of my energy usage. Thankfully, I can prove this with screenshots of the app. Will sending final meter readings restore my credit?I have been unable to call OVO about this as I am currently abroad. Please help with tjis ASAP.Thank you!Kind regardsCoral Haran
Yesterday my OVO Energy account was £529.96 in credit and I was paying £200 a month for both the gas and electricity account via direct debit. Yet the forward plan for the next 12 months was I’d be in debit by £1,005 and my payments should be increased to £284 a month. For the last 4 years I’ve had to ring up every three months when they try and automatically increase my monthly payments from £200 to as much as £450. I have to repeat every time that I don’t have a regular account, that I’m on the V2G scheme and pay up front for electricity which I store in my car overnight and sell back to OVO in the evening for use on the grid….so my account is not just topped up by £200 from my bank account but also a rebate of £250 at the end of the month, hence in the summer months my OVO account is never in subtraction but is constantly in addition….But OVO’s computer isn’t programmed to understand this and trying to get the call centre people to understand is like trying to make a U turn in a tra
since last November been trying to get refund since switching . and DESPITE UMPTEEN PHONE CALLS no one has sorted out my rebate. you were happy to take my money but not happy to payback whats owed. I would like some extra compensation now. you have 7 days to respond otherwise I will have to take legal action
We do not use ovo energy for electricity or gas, and we have never used it before, but two days ago we received a litter from your company. that we still have £3900 to pay on my account and Basically, we don't have an account because never used your company , what can we do ? is possibile some one else used our details ? can you know in which location used by your meter? Or should we tell the police?
I’ve just read my first OVO bill (after migration from SSE). Knowing my billing date, I gave readings on that date. My bill says:5th September… you gave 12345Closing read as of 5th September...Estimated 12360They’ve added a few units to my true reading and billed me on that. Why?While I’m here, I can’t seem to find an email address for OVO other than firstname.lastname@example.org which I suspect won’t be used for general enquiries. Do they have other usable email addresses? Do they have an online chat facility?Thank you.
Let's talk heat pumps At OVO we want to help spread the word about heat pumps, so that more homes consider them as an alternative to gas boilers. Happy to help us do this? Become a heat pump case studyChat to one of our team about your heat pump experience. This can be a written case study - or filmed, if you're up for it! We'll be sharing snippets of the conversations on our social media, website and with journalists. Interested?Let us know by leaving a comment below. Thanks,The OVO team
My non-smart 3 phase meter shows that my usage has been very high since my solar installation - how can this be fixed?
Hi eveyone.hope someone can help. I had solar installed and live for the month of july and i belive its done something strange to our eletrical usage.Lasts month usage was about 400kWh and without solar i would of expected Julys to be much less, also due to we were away for 10 days of it. I took a manual reading 1st july (As this is when our solar went live) and 1st Aug, so i could see the effet our solar had on our bills. As we have 3 pahse at home we donthave a smart meter. Julys usage was 1769kWh as you can see from the image below!!! What i belive has happened is the solar that we have produced/exported has been added to our meter (Bill) in some way as i cant belive we have used 1700kWh and what solar we produced/exported. Am thinking that the old meter is not set up for recognising import/export and in treating it all as import. We have a Elster A1140 meter. Can anyone offer any advise here? Thanks
There are a few pieces of feedback elsewhere from battery users One thing to bear in mind is that you never have enough battery storage so whatever you think you need , double it!We have had battery storage now for 2 years and it has helped our solar PV efficiency tremendously. One thing to think about is the maximum kw draw on your system. This is usually when multiple things get switched on together. In our case it would be an electric shower, kitchen appliances (oven, air fryer etc) and other general equipment such as hair dryers, washing machines and tumble dryers. Even with solar active (less so in the winter), the capacity of your inverter to supply the whole household power is significant so it is useful to understand and plan for a system expansion. We have already doubled our battery capacity and are planning to increase this again very soon. The unfortunate thing at present is that any retrofit battery system does not fall into the 0% vat category - although that is under con
How can I find out: 1 How much electricity I use each weekday in the 4-7 pm (actually 4-6.30 smart meter readings) time slot? 2 How much electricity each of my main appliances use? E. G. Boiling the kettle use a lot but only for a short time. Does it make a big difference if I use an eco or shorter programme on my washing machine? How much electricity does the telly use compared to the oven or microwave? Also, why at 07.40 on Thursday can I only see usage up to 00.30 on Wednesday? Hoping someone from Ovo can provide answers and/or improve the data available on the app. Thanks, Simon
I received my quarterly fit statement on the 17/8/23it showed a payment of £271 and then an amendment of -£261 leaving me a balance of £10 to be paid into my account. Has anyone else had this and do they know what it’s for?. I sent the fits team an email asking about it on the 18/8/23 but have yet to get a reply.
Hi,First let me say that I understand this is a community forum not customer services.In the hope that someone from customer services actually reads this, I have a number of queries.I received a letter asking me to submit a meter reading so you can present me with an accurate bill. I’m a pay-as-you-go customer, so why would I be getting a bill? I tried to create an account online at https://account-activation.ovoenergy.com/details_form however I get an error: “Oops, there’s a problem… Something went wrong, please try again later. If that still doesn't work, give us a call”. You don’t actually list a customer support number on your website. Why is this? I had to google for your number. When I called I was in a queue for half an hour. I was then passed around from one department to another, and eventually cut off. Hence why I’m now here. I received a hand delivered letter from OVO, with the wrong name and the wrong address, entitled “Final notice”, which is a demand for payment. The addr
According to Ovo Q&A you should send your meter readings on the last day of your current billing period it then takes 2 days to generate the actual bill for that period. With my last energy company on a 12 week billing period you would get your bill by email. You could then send in your meter readings then and you would get your new bill sent instantaneously to your email why does it take Ovo 2 days to generate your bills after submitting your readings on the last day of your current rather than instantaneous as with my previous energy company
We were moved from SSE to OVO on the 1st Sept with a balance of nearly £87 in credit on our smart meter, during the transfer they have lost our credit balance and this has been going on now for 3 weeks, i have made numerous calls, and online chats, engineer was supposed to be here today to replace meter and still not sign of him at 5pmI am frustrated, annoyed and cant get through to anyone how stressful this is
I am new to OVO having been migrated from SSE. I have found the OVO forum useful already, but does not solve my problem. My meter did have a T2 antenna fitted and was lighting up all the indicators except HAN. (We have no gas)Which I have discovered on this forum means that the meter was not commissioned. Subsequently a technician changed it back to one without an external antenna. Which of course does not work and SW lights up and the WAN lights every one second. Any ideas.
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