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F
Carbon Cutter*****
FuzzycatCarbon Cutter*****
Posted in My Pay As You Go account

SSE to OVO (PAYG) migration has started

Meter balances have vanished and weird messages on display. Q. how long does the process take until balances appear again? Q. will usage in the meantime be deducted from existing balance or incurred debt? Q. Considering I’m a priority customer are there safeguards that the transfer will be hiccup free?

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F
Carbon Cutter*****
6 hours ago
D
Carbon Cutter*
DevinCarbon Cutter*
Posted in Switching suppliers and moving home

Does OVO return security depisits? 5 months and counting...

Hi OVO community 👋 When I joined OVO I did not have any credit history for experian to pull a credit score on. This meant that I was asked to provide a £530 security deposit.I then found out that the only way for me to see that money again was to close my account and find another supplier. I did this with my final bill sent 19th of December and paid for.Over 5 months later, I have not received any information from their team about the status or timeline to expect the deposit to be returned. I have called many times throughout the months to parse out information from the customer support team but most of them are not familiar with returnig security deposits. They did mention that after the account is closed it goes to a payments team to review if there are any charges outstanding. It's important to stress that my account was with OVO for only 14 months and every bill was paid on time through direct debit. This should be a fairly simple thing to review. I have lodged a complaint but tha

6
D
Carbon Cutter*
7 hours ago
H
Carbon Cutter****
H23PnCarbon Cutter****
Posted in My account

pending transactions ovo

Hi, still having issues since moving to ovo from sse something about a migration issue, which  apparently is being sorted. Does anyone have pending transactions from the failure in the migration system from when the tried to top after the move from sse to ovo and if so how long did it take them to refund the money since you can't top up?

1
H
Carbon Cutter****
7 hours ago
N
New Member***
NFGoudieNew Member***
Posted in My account

Unexpexted OVO bank credit - why?

I’ve received a not insubstantial credit payment from OVO.  There’s no note on my OVO account and doesn’t appear to be a compensation payment or rebate. Anyone else receive this? 

2
N
New Member***
8 hours ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My smart home

Introducing Charge Anytime - next generation EV chargingNews

Here’s the latest on our new electric vehicle charging type-of-use plan We’ve relaunched Anytime as Charge Anytime. It’s not only a new name, we’ve made some updates to the product and we want to tell you all about it… See our Charge Anytime product page here What are the headline facts about Charge Anytime? Smart charge your electric vehicle for 10p per kWh whenever you need to, Now available to be added to any OVO plan, including electric-only households, Intelligently optimises your charge for when the energy is at its greenest.*  Am I eligible? You can see all eligibility details in our Charge Anytime page here. You must be an OVO Energy customer and have an eligible car or charger. We’re constantly looking to open up the eligibility of this product to more EV models and chargers, so if you don’t see your tech here, keep an eye on our page.  Right now, solar panels aren’t compatible with Charge Anytime (unless you have an Indra Pro Smart Charger). But we’re working on making this h

4104151
I
New Member*
8 hours ago
P
New Member**
Paul ThomasNew Member**
Posted in My smart home

Charge Anytime Compatability

Hi , I have a Hyundai Tucson and use the Pod Point Solo 3 to charge it but neither appear on your list of compatible cars or chargers for the Charge AnytimeI have a smart meter , I’ve been a customer for some time and both the car and charger are connected to the internet, can you advise what is preventing further cars/chargers not being able to sign up to the Charge Anytime at the moment.

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BPLightlog
Plan Zero Hero
11 hours ago
G
Carbon Cutter*****
Geoff DicksonCarbon Cutter*****
Posted in Switching suppliers and moving home

How is it possible for my supply to switch erroneously?

I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

38
G
Carbon Cutter*****
11 hours ago
A
Carbon Cutter*****
ALHCarbon Cutter*****
Posted in Switching suppliers and moving home

Cancelling Switch to Another Provider

I recently decided to switch frm OVO to Octopus.  After seeing their online account system (app) I decided that te OVO system was much clearer and concise and decided to cancel the switch.  I informed both parties.  Now I can’t get any sense from either of them - Octopus told me to inform OVO - OVO say they can’t do anything their end!  So I’m in Limbo.  Any advice to get this sorted would be very gratefully received.  I am still within the cooling off period. Thanks. 

4
Jeffus
Plan Zero Hero
13 hours ago
W
New Member*
WessexcloseNew Member*
Posted in My smart home

Not being charged for electricity used.

I was transferred from SSE to OVO in March 2023. Until then ,I was able to see my daily electricity usage, and was billed appropriately  . Since then, my OVO app and smart meter  show my usage in KWh,  but the cost is always zero.  My monthly bill only shows the daily charge, nothing more. OVO have confirmed that they are collecting my data from the smart meter every half hour with no problems. I have been in contact with OVO over the last two months, but they just say that their OPS team are investigating.  I pay by standing order, so my credit is building up and is well into four figures, but this seems totally unacceptable. Has anyone else had this problem, and how long did they take to sort is out. 

3
Jeffus
Plan Zero Hero
14 hours ago
R
Carbon Cutter*
rickytCarbon Cutter*
Posted in My Pay As You Go account

OVO/BOOST top up problem

I must say how disapointed I am with this company. I’ve just moved into property with a smart meter. The landlord put credit on the meter while I decorated all the rooms in the flat, this was throughout January and February this year. I officially took over the tenancy in March of this year. The gas credit was fine but I was down to £3.80 or so just before the weekend for electric. This is when the problem started. I tried to contact Boost since the 2nd June. Webchat didn’t respond after waiting 2 hours, telephone call wasn’t much better. I’ve tied every day watching my credit run down. I finally manged to speak to someone today ,a woman in South Africa  who was helpfull but I’m now in a similar position. This time the gas is on emergency and I just cannot top up either on line or at a Paypoint shop. What really disappoints me is  the credit that was on the gas is now zero.  All credit has been wiped , so my £51.54 gas credit is gone. The woman quoted me 2 very long numbers , I did ask

5
Blastoise186
Plan Zero Hero
14 hours ago
S
Carbon Cutter****
Sirus67Carbon Cutter****
Posted in OVO Newbies

Charge Anytime Question

hi, I have a home charger, however when I schedule the time on the Ovo Charge ANytime app for say 2am. my charger (by default) starts straight away and has always done this, which Im assuming will override the scheduled setting on the Ovo app. Has anyone come across this, also I’ve still not seen any savings on the app either which makes me wonder if its actually working.To be honest. all Im looking for is a provider who will give me a low overnight EV rate and save all this faffing about with the OVO app

3
BPLightlog
Plan Zero Hero
15 hours ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account

Thinking about removing your gas supply? Here's some advice! TutorialTutorial

Removing a gas meter and gas supply - your guide Times change and sometimes your needs do too. While you might have relied heavily on gas back in the day, perhaps you don’t use it anymore and you’ve decided to go all-electric instead. But what next?  Well, the first thing we’d strongly recommend, is please think this through very carefully, before making any solid decisions. While changing your mind and rolling back is easy if you’ve not yet made any changes, if you do commit and reach the point of no-return, there’s no going back easily. But to help you out, here’s some top tips.  Why might I want to remove my gas supply? Gas has often been very popular for both heating and cooking, not least because it’s instant and has a low unit charge compared to electricity. However, times are changing and while new technology is making electric heating and cooking a bit cheaper and more convenient, gas doesn’t really change much. It might also be that you decided to switch from a gas oven to a f

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M.isterW
Plan Zero Hero
15 hours ago
F
Carbon Cutter*****
FuzzycatCarbon Cutter*****
Posted in My Pay As You Go account

SSE to OVO PAYG migration text

It says ‘Great News’ your move to OVO energy is nearly complete. BUT, looking @ OVO app poor score / loads of issues vs troubles on forum I’m dreading the move! (SSE was bad enough, having to have gone to MP / Ombudsman etc. despite being on priority register!!) Q1. is it a week of blank displays (meter and remote lcd display) Q2. Will 7 days usage be debited off blank stored balance or end-up a loan? Q3. How will I know when SSE top-up app facility ends and OVO top-up facility starts? (Is the current top-up card reference enough) Q4. How are you protecting Priority Customers during the migration?    

4
F
Carbon Cutter*****
16 hours ago
J
Carbon Cutter****
JammintunesCarbon Cutter****
Posted in My account

High estimated bills - ongoing issue - OVO not helping

 Thank you for taking the time to read our issue i do understand its very long with a lot of information but hoping someone can help resolve.**Please note that my Mum is the account holder who is 74 and is becoming very ill and very stressed and worried about this and we have provided both written and verbal communication to OVO advising i can speak on her behalf , this has been ignored on every occasion we contact OVO***We did start a thread on this back in December last year but thought it best to start a new one as i have more knowledge / information regarding the issue as its still not been resolved.Back in Aug /Sept 2022 we had a  power cut in our area for around half a day , once the power came back on i went outside to check our traditional style meter to provide the readings for OVO and the LCD  display was blank and although our power was still working with no issues we were unable to provide a meter reading (our last submitted manual reading was in June 2022)We contacted OVO

26
V
Carbon Cutter**
18 hours ago
L
New Member**
lynzyt47New Member**
Posted in OVO Newbies

How long does it take for ops dept to solve a case

Hi i have had my case at the ops dept since February  i had a new smart meter installed january as the readings didnt match the ones ovo had despite numerous photos been sent and the engineer confirming the readings didnt match im still showing a huge bill on my account im constantly in touch getting holds put on my account so they dont change my direct debit to unaffordable amounts its increasingly stressful i just cannot understand why it isnt sorted i feel as im not being believed despite the evidence to support me has anyone else had a similair experience or know how much longer it will take to resolve sorry for the big rant  

4
Emmanuelle_OVO
Community Manager
18 hours ago
C
New Member***
chris.fordyNew Member***
Posted in Smart meters

Smart meter not communicating - how long will I be waiting for a fix?

Has anyone else had issues where their new smart meters have been installed but not communicating at all, nothing being shown on display? In contact with OVO (4days ago) they confirmed it was a meter issue and would be in contact, still waiting for the call, and means another day staying in for the engineer, get a grip OVO.

152
Abby_OVO
Community Moderator
19 hours ago
H
New Member***
Hyunsik LeeNew Member***
Posted in Smart meters

Open meter read dispute

Basically, I moved into current house on 21 September 2022. I realized there are lots of electricity usages charged to me based on open meter estimate by OVO as of  21 September 2022 as 2,944 kWh which is lower than actual meter read  so I requested them to revisit open meter read. However, OVO  has rather cutback of open meter estimate from 2,944 kWh to 490 kWh with email on 11 April 2023, just explaining they had system error and then it’s resulted in making the gap bigger. My actual meter read in manual as of 21 September 2022 is 6,342 kWh. The gap between actual open meter read and estimate in the latest OVO’s bill as of 21 September is 5,852kWhIn summary,Open meter estimates  as of 21 Sep 22 at the bills until Mar 23  : 2,944 kWh Open meter estimates  as of 21 Sep 22 at the bills from Apr 23   :   490 kWh Open meter read in manual as of 21 Sep 2022  : 6,342 kWhI have sent emails for asking the correction couple of times with various and clear evidences to support open meter read f

3
Jeffus
Plan Zero Hero
19 hours ago
M
Carbon Cutter***
MoonwalkerCarbon Cutter***
Posted in OVO Newbies

Does OVO help with white goods

I am on UC and PIP. My fridge freezer has broken down and I wondered if OVO can help with this as I heard some energy providers do. Thanks

10
Emmanuelle_OVO
Community Manager
19 hours ago
C
New Member*
cmacNew Member*
Posted in My account

How can I view accounts for 2 different properties

I have been trying, unsuccessfully for over 2 months to try and find out how I can view both accounts that transferred from SSE. I can only see the one which transferred first and I have been told that I need another email address for the other property. Surely there must be other customers who have more than one account and don’t need a different email address to log in to see information on each one? I have telephoned and emailed complaints but I am getting nowhere. 

2
Abby_OVO
Community Moderator
19 hours ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero

Add 30min/hourly cost data to the usage pageOpen for votes

The daily usage page on the website and the app doesn't currently show cost data for the 30min/hourly slots. It only displays kWh data for the slots. It would be useful to show cost data. It is available on the monthly and yearly page.  

12
Jeffus
Plan Zero Hero
21 hours ago
K
Carbon Cutter*
kkvasanCarbon Cutter*
Posted in Switching suppliers and moving home

No progress in meter reading dispute, poor customer support

Dear Ovo Team,  We started our contract with OVO on 23-11-2022 and the initial reading sent was 69108 taken on 25-11-2022.  However, the last reading updated on your system shows 63871. We moved into this apartment on 28-10-2022 and the reading was 68719, again confirmed by our lending agent. (At the time we were with SSE). There is a discrepancy of around 5000 units for which we are not liable and but we were charged with November bill which became as £1936.09. I have contacted Ovo several time during december and january, they never takes action, just give me promises.  After many calls and emails, they told me they are opening the meter reading dispute. I waited for a long time but didn't get any response. Then I again sent an email, and I got a call back from them, saying they will open a meter reading dispute and this time I got confirmation through email. Even though 12 weeks have passed, I didn't get my meter reading corrected or gotten any response from them.  Vasan

9
Jeffus
Plan Zero Hero
22 hours ago
M
Carbon Cutter*
MJFCarbon Cutter*
Posted in My Pay As You Go account

I'm changing from SSE PAYG to OVO- My credit has disappeared?

Last night I had £155 on my electric meter,  £160 on my gas. I know  I'm changing from SSE to ovo but my credit reading has vanished. I'm now 1.10 debt on the electric and a pound in gas. Will I be expected to pay this debt they've created as I've ample credit. Thanks

154
Jeffus
Plan Zero Hero
22 hours ago
X
New Member***
xscdxNew Member***
Posted in My account

My account's just been moved from SSE to OVO - Will my credit balance be transferred too?

Hi, My SSE account has been moved to OVO Energy and I activated my account today 25 Nov 21.I am missing more than half of the credit I had against my SSE Electricity and Gas I should be in credit by £436, my OVO account says a credit of £203 after updating my meter readings.Luckily I have photos of my credit taken on 22 Nov 21 in case I am missing money (thankfully I listened to Martin Lewis).Can anyone advise please? 

39
P
Carbon Cutter**
23 hours ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero

Add Future Annual Consumption for Gas and Electricity to the Plan page on the appOpen for votes

A Future Annual Consumption figure for Gas and Electricity is displayed on the Plan page on the website but is not displayed on the App.This is becoming increasingly important with the cost of living crisis as it is used by OVO when calculating direct debits. Also unfortunately we have seen a few instances where the Future Annual Consumption appears to very inaccurate vs actual recent usage and historical usage,  Also in some cases it appears the Future Annual Consumption is not  updating particularly quickly. Hence it is important these Future Annual Consumption figures are easy to find so customers can self diagnosis potential issues easily prior to contacting the OVO support team.   

28
P
Carbon Cutter****
1 day ago
F
Carbon Cutter*****
FatOldSunCarbon Cutter*****
Posted in My smart home

How do Indra app and OVO Charge Anytime app work together?

I have an Indra Smart Pro charger which I can control using the Indra Web app. I recently installed the Charge Anytime app and connected it to my car. Both are based on Kaluza but are seemingly different, although they both claim to charge at the times electricity is more renewable.If I set a different "ready by" time in each, which one wins?I've also plugged in my car this evening, and the Indra app says it's plugged in but not yet charging, and the Charge Anytime app says the car is unplugged! I need the car to be charged by the morning so I'll have to keep my eye on that. I've also noticed that I've not had any data from the smart meter since Thursday morning so perhaps that has something to do with it?

22
Tim_OVO
Community Manager
1 day ago

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