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OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024. Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024. A selection of my recent correspondence with OVO is below.   9th December“I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”11th December“We are currently working towards getting a defined date for when you would be ab

We are very elderly and will either die or move into care quite soon. How do we ensure that our credit balance is refunded when this happens?

HI,Has anyone with a u16 gas meter got a smart meter?  Interested to know if Ovo now install these.  Its a pain *edited by moderator* to remember to do manual readings… Thanks

I got an email from Ovo asking me to take part in a review of the new upcoming app. Concerning they were not interested in customers that had the Ohme or Indra chargers….as Ohme was de-supported recently I wonder if the Indra chargers are next!?

Hi I need help I'm been charged 300 / 400 for electric some months I'm single parent in 3 bedroom house and my heatings been off since it warmed up in Feb 2022 .I've nothing turned on hardly in my house just a freezer fridge that run all day I have no heating we sleep down stairs but I'm still getting outrageous bills .A meter reader said whwn I posted a picture of my meter it's been tampered with but my energy company won't listen they said the locks still on it but theirs more wires than b and q 

Hi Everyone,I just need some advice, our oil boiler was causing problems earlier on this year and has since been condemned. The council seem to want to fit us with an Air Source Heat Pump rather than an oil boiler....which I know the reasons for, but I am  not entirely sure whether this is going to be appropriate for the property where we live or for the fact  that my wife has disabilities and respiratory  problems. Our windows are draughty and we have had damp issues in the past. It is a very small bungalow admittedly, but will it be efficient enough in the winter months?  Can anyone advise me please? Many Thanks.

How do I find out my account number?

Hi for the last two months I have been getting billed for gas I could not have used as I no longer have a gas meter, how do I go about having this extra charge removed from my bill. I have tried contacting ovo several times of the last couple of months due to errors in ym bill but have heard nothing from them, it took 3 months for them to accept that my meters are faulty and agree to replace them. this error is costing my at least 40 pounds per month just now in gas charges and my electrictiy chrages range from 92p to over 10 pounds per day, this i kind of expect as I am all electric including my heating, however i have been charged 10 pounds on two sepecrate days this week when i was not in my home to use energy and my heating is manuel controlled by myself. this is becoming more and more distressing I am not looking forward to see what they will be charging me next month.

Hi, everyoneRecently, I switched to a single-rate tariff. But the heater circuit only goes live during off-peak periods (because I was on Economy 7 tariff before). So after read some replies on the internet, I had a two chats with OVO advisors via online chat and requested them to adjust the ALCS timing to make my heater circuit always live 24/7.The 1st chat wasn’t helpful at all.The 2nd reply I had : this isn't something our support team can carry out due to the functionality of the meter itself, with this being a dual rate and wired as such. The only alternative options would be to have this exchanged to a single rate meter at a cost.  Can anyone confirm this can be done remotely by adjusting the ALCS timing? If so How do I get the right person to do it? Many thanks in advance. ref: https://forum.ovoenergy.com/smart-meters-136/how-can-i-get-my-economy-7-times-changed-so-my-underfloor-heating-comes-on-earlier-15585https://www.reddit.com/r/OctopusEnergy/comments/1ddbpuo/switched_from_e

Since 24/7 when trying to access online account I just get message:"We're working on a new website for youWe're very sorry that you can't log in to your account at the moment. We're working on fixing things and will be back in touch in the near future with an update.In the meantime, you'll continue to get your bill every month by email or post as usual.If you have any questions or need help with anything, please chat, call, or email our support team. "" What does this even mean "we will get back to you in the near future"?...is it just my account or are others affected? I can't believe the online account website has been taken down without prior notice, meaning is it just my account in which case message is meaningless. If website has been taken down entirely without notice the ONLY reason it can be is OVO has been subjected to malicious attack and customer account data hacked!!On 24/7 I spoke with Val in Bereavement team and she supposedly altered account into my name from that of my

Trying without success to set up an online account with OVO for the first time.Never had an online account with SSE Energy or OVO and have never given SSE Energy or OVO an email address.Despite this, all avenues I’ve tried insist on me giving ‘the email address that’s linked to your OVO or SSE energy account’  aaaarrrrrggghhhh!Phoning is really difficult as I’m hard of hearing and I also have limited concentration (ie can’t hold for long in a phone queue even with help).if anyone has encountered these  problems and knows how to overcome them them please let me knowThank you very much  

This one has been doing my head in for years …… how do I calculate my daily budget figures (Gas & Elec) for my Smart Meter ?I appreciate that seasonal fluctuations mean that you don’t have a meaningful flat daily rate but I can live with that for now.It always surprises me that suppliers don’t provide a tool that allows customers to calculate their smart meter budget figures as I know of several colleagues who have no idea what to use as budget figures.Do I work from OVO usage estimates or should I use my direct debit payment. Latter seems logical but I’m dual fuel so how do I work out what part of my monthly direct debit is gas or electric ?Also, do I have to add my daily standing charge into the budget figures I use ?Any help appreciated !

Seems to me OVO do not understand the concept of a Standing Order and a DD.Ovo let me educate you. DD = variable amounts, can be taken at any time although normally scheduledStanding Order = fixed amount , taken on a scheduled date So when you ask your customers to set up a DD then state we are changing the amount you pay every month , you are showing your ignorance of the banking system.hence I cancelled my DD and will pay weekly as I do now. Should you amend your understanding of the banking system, I will consider resetting up my DD or Standing order, or would you like me to explain the concept again? who else thinks OVO don’t know the difference?

I have just received my FIT Statement for the March to June quarter. I see that the tariff has been increased by 3.45% from April 1st in line with CPI. I believe that the increase should be in line with RPI that was 4.5%. What has happened? Any thoughts please?

My 'free' hour is when I am on holiday. Can I have it postponed until I return?

Hi all, Newbie here. I had a great online chat with a chap called Jay, would love to leave him a good review, but where is the link for it, it wasn't supplied at the end of the chat? Thanks  TetrusB. 

I was told by the smart meter installation engineer that he could not connect my outside gas meter to my smart meter (which controls my electricity). He said I should contact Ovo about how to get a smart meter for gas. Can this be done? It is very inconvenient that I still have to submit meter readings and cannot monitor my gas usage. How can I get my gas meter connected to a smart meter? Thanks

Spoke to customer care on the 23-07-2025 regarding a meter change, i need to go from a single tariff smart meter to a dual tariff such as Smart economy 9. I’am having HHR storage heaters and solar panels installed on 01- 08 - 2025 under the ECO4 Scheme. After twenty minutes on hold, off hold with the adviser speaking to technical support the issue was not resolved, i told them to look at their web site for online accounts under full electric homes, then select ( smart time use of tariffs ) this i would qualifier for as am 100% electric, electric heating and water. In reading economy 7 meter topics, i see OVO don’t fit these any more but do fit a SMETS2 ( S2 ). Why wasn’t one off these options offered to me ?i  have been a loyal customer for over twenty years firstly  SWALEC then SSE and now OVO surely this should count, if this can’t be resolved i will be forced to look at another supplier. I presently have a smart meter ( EDMI  Standard 420 ).                                    Thanks

Hi I own a Hyundai IONIQ Electric 2022, and unfortunately I don’t have a driveway. Is there a way I can use Charge anytime? 

Hi, I've just moved into a new property and I have a £1 meter. This runs off a timer. I was wondering if anyone else has one of these? If so what is yours set at? I don't have access to change it, so very so often someone comes out and collects the money. I think that mine is set too high as on average I get 1 hour and 19 minutes per £1. If I used it on a 24/7 basis it would cost me just over £500 a month. I believe this to be too much. Any advice would be great. Thanks. 

Hi there, can anyone help me to understand how I get the Cineworld offer from my account? It asks for a code but I don’t know where to find said code? Tia

Spoke to customer care on the 23-07-2025 about changing my meter has i am having new storage heaters and solar panels fitted under the ECO4 SCHEME. Informed that they don't fit economy seven meters any more which i already new, i asked could you put more on a dual rate such as Smart Economy 9, i was told that they are not aware of this tariff which i replied i am looking at it on your help centre under electric heating. Twenty minutes off on hold back and fore to technical support the issue was unresolved. Why are there different rates for the south of England compared to the north, such as Flexiheat and Superdeal. One of them deals would have saved me a great deal of money as i am 100% electric and lived in this property for 4 years. Back to my main issue of changing my meter at present i have a smart meter and i am on simpler energy plan so why can’t they replace it with a SMETS2 (S2} meter? I would appreciate any feed back, i have already e-mailed  hello@ovoenergy.com and my present

Hi thereCan anyone shed any light on an email sent to customers by OVO today, stating that our Warmer Home Plan is being discontinued because the customer has either not received the Warm Home Discount for the number of qualifying years or they have left OVO and rejoined during that period?None of this information is in any way accurate for me. I telephone OVO - but the call-handler was as much in the dark about it as I am. Apparently, other people had also got in touch about it. Thanks

HiI moved over to using the Charge Anytime app successfully last month when you guys instructed me to do so when the issues with Ohme were identified. This has been working fine and no issues. I have however noticed that the app is saying reconnect your car which I am trying to do but getting an error when putting in my Mercedes me details. When this fails I get a TAN number from Mercedes via email but no where to enter it in the app. I am concerned that I may not be getting the charge anytime rate, which will be disastrous for me. Can you advise or help please 

Hello,I’m new to OVO and recently moved into a small apartment with a smart meter about 6 weeks ago. This smart meter currently isn’t sending any readings to OVO and I have an engineer's visit scheduled to try and fix this. In the meantime I am submitting manual readings once or twice a month to keep my account updated and billing accurate. My direct debit was initially set a £92 a month which seems extremely high, however every time I enter a manual reading the future annual consumption seems to increase exponentially. It was initially 2700 kwh and now is at 4970kwh. I also notice on the usage graph it is estimating days after my reading to be laughably high. These then come down after I submit another manual reading. Is there anything I can do to rectify this? I really don’t want my direct debit to be increased based on these dodgy figures? Thanks!