Questions to solve

125 Topic threads

A
New Member*
appotterNew Member*
Posted in My smart home

charge anytime, 2nd home

I have a charge anytime account at my main address, very pleased with it, all good.I'm looking at switching my supplier to Ovo at my holiday home and use smart charge there too. I'm happy with using a separate email address for the additional account.How would it work with the app though?Will I have to use another mobile device and download the app again or can I link the app to my holiday home ?

1
Blastoise186
Plan Zero Hero
just now
J
Carbon Cutter*
Joswan16Carbon Cutter*
Posted in My account

warm home discount

Has anyone received the warm home discount, I applied was told I qualified and my energy company should apply this to my account by 31/03/23 but as of yet nothing

5
BPLightlog
Plan Zero Hero
11 minutes ago
A
New Member*
AndyMacNew Member*
Posted in Switching suppliers and moving home

Moving in to a house which OVO supplies but want to stay with current provider

I have a really good fixed rate deal with my current energy provider. They have said I can keep it when I move house. OVO supplies the house I am moving in to , but have objected to the change.What can I do to switch? I have phoned, but as I am not a customer yet they can’t help me. Do I have to wait until I have taken ownership, or can I switch before I move?Thanks.

4
BPLightlog
Plan Zero Hero
13 minutes ago
D
New Member**
David eassonNew Member**
Posted in My account

undeesrabding my bill

My bill shows my usage,my credit but it shows my payments less the govt rebate!!  surely  my payments  are what I pay to them each month. Tge rebate is from the government, not Ovo! my usage is covered by my direct debit but my credit gas nearly halved !! 

3
BPLightlog
Plan Zero Hero
24 minutes ago
A
Carbon Cutter*
AWalkerCarbon Cutter*
Posted in My account

does your Ovo app work?

When I log into my OVO app it keeps coming up with ‘somethings wrong’ yes and it doesn't seem to get fixed?

10
Blastoise186
Plan Zero Hero
1 hour ago
C
New Member***
CoulingNew Member***
Posted in Smart meters

Why do OVO not know my smart meter isn't working properly?

Somewhere in 2020 OVO replaced my SMETS1 smart meter (not from OVO) with a new SMETS2 Meter.24 Hours later the remote display was still showing nothing useful.  I phoned OVO to tell them it wasn’t working and they said I needed to wait 24 hours… I waited a week and called back.  This the person on the phone said they ran a test and it was indeed not working correctly….  It was the pandemic… there was no follow up.  It’s still not working.At Christmas 2022, OVO suddenly found my back dated daily electricity readings. I guess they had rummage down the back of the sofa and found some data.  I hadn’t submitted anything manually for a while so I got a lovely bill at Christmas for an extra £500.  Great timing OVO. Thanks!Gas readings are coming through daily (at least since Christmas) but electricity meter readings are still not coming through. Despite the fact you clearly know something is wrong because you back dated a correction.This doesn’t look like a technical fault with the meterNow I

6
Tim_OVO
Community Manager
1 hour ago
S
Carbon Cutter*
SlacksteadCarbon Cutter*
Posted in Smart meters

3 phase CT meter install

Can anyone tell me how I should get a 3 phase CT meter fitted? I paid Ovo in October but am still waiting 5 months on after 3 abortive appointments. It’s been with customer complaints for over a month but SMS still have not received the 2 forms they need from Ovo. SMS will not book another appointment until they get the forms. I’m at my wits end as I needed it for our new house back in January.

5
Tim_OVO
Community Manager
2 hours ago
G
New Member**
Geoff_SNew Member**
Posted in My account

All of my cost data has dissapeared on the app and on the desktop.

Looks like we couldn’t find some of your usage data We’re missing some data for the selected unit, try another unit or period of time  I am getting this message for the last couple of weeks now. All of the cost data has disappeared. Any clues please?

4
Emmanuelle_OVO
Community Manager
3 hours ago
A
New Member*
AmmeNew Member*
Posted in My account

I am still waiting for government voucher

I am a new customer of OVO and am having issues trying to get them to apply the government payment every month to my smart meter.  I have been pushed from pillar to post with this and it has not been helping my mental health having to deal with so many people.  All I have been asking for was a direct payment, not a voucher that I cannot use anywhere.  If anyone could help me I would be so appreciative

2
Emmanuelle_OVO
Community Manager
3 hours ago
S
New Member**
SteveBeeNew Member**
Posted in Smart meters

Economy 7 tariff changes on SMETS2 meter but Secondary Contactor / Fifth Terminal not activating at all!

Hi, hoping someone may be able to help with this - I’m having an absolute NIGHTMARE trying to get through to a OVO/SSE department who is able to help progress this.Not sure if they’re going through a change with call centres or the like but there’s a language barrier happening and the operators, in the several departments I’ve tried to speak to, over several hours, can’t understand the technical aspects and vocabulary such as fifth terminal, secondary contactor, etc, only picking up on words like ‘heating’ ‘not’ ‘working’ until eventually I was put through to a lady in Scotland who is in the home cover insurance department for when your boiler or water heater stops working!Any help in getting through to the proper support line would be really helpful - I can sympathise with the call centres abroad not understanding the technical aspects, as it’s a totally different language for everyone whatever their first language - but at the moment I have a OSO 210L water heater that’s only half-wo

3
S
New Member**
14 hours ago
G
Carbon Cutter***
GggCarbon Cutter***
Posted in My account

warm home discount

Hi there I received an email from Ovo Energy 4 days ago saying my warm home discount would be paid by 28th December 2022! And applied to my account! I've checked my online account with Ovo Energy and it's not been applied! When will it br applied? As the email says December last year ,I'm counting on this like many others, could you please help and when will it be applied? Does anyone know? Thank's in advance.

5
A
Carbon Cutter****
18 hours ago
S
New Member*
SDKV70New Member*
Posted in OVO Together

removal of old gas main

Hi, I bought a property (old garage) 5 years ago and we are converting it into a house. There is a gas main ghat comes through the basement wall but there is no meter. The Cadent guys have been out and said that it is filled with a paste and that it is still live, although it must be over 20 years since it has been connected to a boiler of any kind. There is no meter on site so it must have been removed by British Gas and the pipe sealed up, but there is still gas pressure in the pipe according to Cadent surveyors. I don’t want gas in the property when we have completed the refurb and I need to box in the old gas main as we are tanking the basement, so my question is, do I have to pay for this main to be removed or is it the responsibility of Cadent to remove it or at least for them to ensure that there is no mains pressure gas in the pipe? 

2
Blastoise186
Plan Zero Hero
21 hours ago
R
Carbon Cutter*
RM84Carbon Cutter*
Posted in My smart home

Clashing between Charge Anytime and My BMW App

Good Morning, I’ve recently added Charge Anytime to our account, however as our charger (Zappi v2) isn’t compatible, I’ve gone down the route of linking the Charge Anytime app directly with the car itself (BMW i4), which is where the problems have started. So to provide context, before we added Charge Anytime, I was using the My BMW app to control the charging, preconditioning and vehicle preferences. In my case I had a schedule set up, so the car would precondition the batteries and warm the cabin prior to departure, however since the Ovo app ‘took over’, the preconditioning functionality has gone haywire. It appears that the schedule I had in place (Mon-Fri 7am departure), keeps being replaced with bizarre times of the day and night (I had a random 3am departure scheduled the other night) and no matter how many times I go back to reset, it keeps happening. Somehow the Ovo app is clashing with the manufacturers app and essentially rendering the preconditioning functionality useless, w

8
Tim_OVO
Community Manager
22 hours ago
H
New Member*
HollieaNew Member*
Posted in My account

Support package help.

I've applied for the support package about 3 times, my account is in debt and I've tried to contact OVO so many times but nobody seems to help me but now they are saying I'm going to go to debt collectors and "they will try everything they can to help" but aren't replying to my pleas for help???

1
Emmanuelle_OVO
Community Manager
23 hours ago
B
New Member**
Being ripped off by OVONew Member**
Posted in My account

Question Since I moved over ftom SSE I have seen my account being adjusted with our explanation

I submitted meter readings via the App and the price changed from £700 approx estimated down to £400 which matched usage ..I went to pay it and I looked and it had gone back up over £800 in one day ..I gave them submitted readings which over the period should be from the original £400 readings but OVO never reduce. the final bill..Reported OVO to the energy  ombudsman energy OVO shocking customer service when i called in the lady from which ever country i was transferred to ..starting shouting at me saying pay the bill and we will discuss it after that ..!!!   

1
Emmanuelle_OVO
Community Manager
23 hours ago
D
Carbon Cutter*
Datsun42Carbon Cutter*
Posted in Smart meters

Smart Meter & Economy 7 - Checking which rate is active

Mr parents are on an economy 7 tariff with OVO and are considering getting a smart meter installed but I have some concerns about how the smart meter works. On their old style dual rate meter, it is very easy to see at a glance whether day or night rate is active via a small arrow that points to either low or normal readings. After some research regarding smart meters, it seems like the information shown on the meter display (SMETS2?) is much more limited. Is it possible to see at a glance which tariff is active with whatever model of smart meter might be installed by OVO?

10
Tim_OVO
Community Manager
1 day ago
S
Carbon Cutter*
stephenbryantCarbon Cutter*
Posted in My Pay As You Go account

My account / app seems to be showing me what I've used in Kilowatt hours instead of actual cost all of a sudden. How can I revert to actual cost

My account / app seems to be showing me what I've used in Kilowatt hours instead of actual cost all of a sudden. How can I revert to actual cost. (I thought I was paying treble)

2
Emmanuelle_OVO
Community Manager
1 day ago
K
Carbon Cutter****
KevinJHCarbon Cutter****
Posted in My account

Make a top-up payment or increase direct debit - you, the customer's choice. Or is it ?

Bit miffed about this.  I don’t like to stir the pot as there’s enough grief going on around us in the world but….. On 9th March I received an advisory email stating that even though I had a fairly considerable amount in credit, it was ‘advised’ that to ensure the account was kept on track for the year, I had the choice of either making a top-up payment OR increasing the direct debit.  On the information OVO supplied, I took their advice and chose the top-up payment - which was duly acknowledged within a matter of moments of receipt. Ten days later (today) I’ve received another message stating ; “We got in touch recently to ask you to increase your Direct Debit, so that your monthlypayments match your energy use and costs - and you won’t have to pay a lump sum if you were to leave OVO.Because you haven’t increased your Direct Debit, we’re now doing it automatically for you.” What the Hell are you lot playing at ?  You gave me a choice - which was duly accepted and  acknowledged.  I gue

1
Emmanuelle_OVO
Community Manager
1 day ago
S
Carbon Cutter****
simongCarbon Cutter****
Posted in My smart home

Charge Anytime - Failed to Charge!

I have had Charge Anytime for a few weeks now, and other than an issue with Ovo displaying incorrect monthly £/kWh totals, it has been working great, until now!Plugged in yesterday evening around 6pm, unplugged this morning to find it had not charged at all. Looking in the Ohme app it shows it was plugged in for the duration, but zero charging took place - which has caused a bit of an issue travelling today 😠The schedule on the Ohme is set to smart charge to 100% by 7am, and has worked perfectly until now. Why did it not charge? Did Kaluza determine that there was no ‘green’ time to do it, so just did nothing? This is very concerning and raises serious questions about the smart charging concept going forward.   

3
Tim_OVO
Community Manager
1 day ago
C
New Member*
Cg1234New Member*
Posted in My Pay As You Go account

bought house ovo supplies but no way to top up

Hoping someone could help please just bought house but no idea how to top up the smart meter that’s installed. At least I think it’s a smart meter I haven’t much idea.here’s what I can see, any help to top this up asap much appreciated thanks  

2
Emmanuelle_OVO
Community Manager
1 day ago
O
New Member***
OVOAreTheWorstNew Member***
Posted in Smart meters

Ovo are determined to be useless and do the bare minimum - who else is having the same issue?

Can anyone explain why OVO is striving to be useless?I was with SSE until recently, but my problem has been going on for 16 months.Faulty meters installed, no solutions provided, and I’m living with the mess SSE and OVO have made.I had several case handlers from OVO during my time at SSE and nothing was done. I had to spend OVER A YEAR sending my own calculated readings to an SSE, but now I can’t even do that anymore.This is despite an Ombudsman ruling 5 months ago - the resolution has still not been implemented.Now they are mostly ignoring me and are expecting me to wait until April (though they’ll probably just cancel my appointment anyway because I can’t trust them at all), and they’re not even doing the bare minimum, which I am paying for.The customer service is an absolute joke, and I have no reason to trust any of them. Do I take it to court next? 

3
Tim_OVO
Community Manager
1 day ago
J
New Member*
JudithPNew Member*
Posted in My smart home

FIT/SEG setup

HiI sent all the relevant documents in mid-December, including MPAN number etc, and haven’t had a confirmation my FIT is set up. I have emailed once a month, on one occasion getting a reply which didn’t tell me anything.I called this morning again - 15 mins in a queue, transferred to “the FIT team” who took my account number and then said they’d put me through to the team for that account, then on hold for a further 10 mins at which point I hung up.Is this typical? Can I just register a FIT with another company instead - I’m assuming my OVO one is not set up.Cheers

3
Tim_OVO
Community Manager
1 day ago
Weefran28
New Member**
Weefran28New Member**
Posted in My account

£200 refund

OVO refunded me the £200 I was in credit with my accounts but have sent me an email and txt saying it was the £200 from the government because I don’t have Gas. This is my money that I had paid getting into credit then they tell me I have £200 going into my account as I don’t have gas.

1
Jeffus
Plan Zero Hero
1 day ago
P
New Member*
Pwheatley75New Member*
Posted in Switching suppliers and moving home

do i have to a fee before i join

I want to switch but being unemployed I won't be able to pay a fee before my account is up and running and the switch has begun.    Is it possible tswitch suppliers without extra money being spent?

2
P
New Member*
2 days ago
D
New Member*
Dani131988New Member*
Posted in My Pay As You Go account

How to request new key cards

Hi,Does anyone know how I can request new key cards for my pay as you go account?I have emailed two separate emails and havent received a response from either.Thankyou

1
Blastoise186
Plan Zero Hero
3 days ago
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