Questions to solve

35 Topic threads

D
Carbon Cutter*
DJH1971Carbon Cutter*
Posted in My account

Sudden spike in gas usage

I am just trying find out why my gas usage has spiked so suddenly.My use of gas for hot water and cooking has changed very little and was showing as 2.30 kWh of gas used on 8th November.However, the next day this has shot up to 47.91 kWh and has been at that level ever since.Although I have a combi gas boiler, I have not been using the central heating and the radiators are turned off as I have been using low energy electric heaters.I have also been using an air fryer and microwave instead of the gas oven for cooking but the gas use is still showing at these levels.Any ideas?

5
Firedog
Plan Zero Hero
53 minutes ago
D
Carbon Cutter****
DuncanLCarbon Cutter****
Posted in My smart home

National Grid ESO

Does OVO participate in this scheme and how do customers take part ?

1
Firedog
Plan Zero Hero
1 hour ago
S
New Member*
siburNew Member*
Posted in Get started

Help needed post THTC

My parents-in-law live in Argyll & Bute and have THTC.They have been told that next year this tariff will end, and they will have rewiring to convert their system to Economy 7. As I understand it THTC is controlled by the energy company  and the exact times when it comes on is governed by daylight times and weather conditions.They have convector heaters (not storage heaters) connected to the THTC meter, but they do not control them at all, they simply go on and off whenever the THTC is switched.To control them is an impossible task – they are elderly, immobile and the controls are extremely confusing – even to an able body like myself. The amount they pay for their electricity is, quite frankly, astonishing – they have a ground floor stone built 3-bedroom flat and pay £400 - £600 / month depending on the time of the year.  They are in fuel poverty. My real concern is that when the changeover happens next year, the E7 circuit will replace the THTC circuit but that the heaters will d

5
C
Carbon Cutter**
3 hours ago
T
Carbon Cutter*
tiredteddyCarbon Cutter*
Posted in My account

Changed to smart meter and gas on bill about 3 times actual consumption

I had smart meters installed on 16/10/2023 and electric meter was changed in account straight away. However the gas meter was only changed yesterday 27/11/2023. On checking my bills I find that the gas is about three times what I would expect.To convert metric gas meter readings to kWh:Take a meter reading.Subtract the new meter reading from the previous reading to work out the volume of gas used.Multiply by the volume correction factor (1.02264).Multiply by calorific value (40.0).Divide by kWh conversion factor (3.6).Old meter 17.06kWhNew meter start 0.000014/11/2023 reading 61.60127/11/2023 reading 95.323Calculate using above:61.601(61.601 x 1.02264) = 62.99564664(62.99564664 x 40.1) = 2519.8258656(2519.8258656 / 3.6) = 699.9516293333333Cost 699.9516293333333 x £06.49p = £45.4268848This is billed at £138.8695.323 - 61.601 = 33.722(33.722 x 1.02264) = 34.48546608(34.48546608 x 40.1) = 1,379.4186432(1,379.4186432 / 3.6) = 383.1718453333333Cost 383.1718453333333 x £06.49p = £24.86780987

2
BPLightlog
Plan Zero Hero
5 hours ago
J
New Member*
James BirdNew Member*
Posted in My Pay As You Go account

PAYG Smart Meter - Can't cancel recurring payment

I switched from SSE earlier in the year, but had already had PAYG smart meters installed. When using their app, I had set up a recurring payment for the electric meter. When I was moved to OVO Energy, I was unable to access the recurring payment on either the SSE app, and it hasn't showed up on the OVO top up app.This has become a problem because I want to be able to cancel this payment and set up a new amount, however without being able to access it through the top up app, I'm unsure what else to do. I have spoken to advisors on the phone, through email, through WhatsApp, through online chat. Either they don't know what to do to help, or they suggest different things, but nothing had worked to cancel this payment.Has anyone had this problem and found a way to fix this?​​​​

0
J
New Member*
7 hours ago
P
Carbon Cutter*
PaulAbdnCarbon Cutter*
Posted in My Pay As You Go account

Key Electric Customer cannot top up Key

I have a key that I top up but after visiting four shops to top up none of them were able to do so.I never had a bill sent by Ovo and do not know what my account number is so that I cannot set up an account online with Ovo  You cannot register for an account online without an account number. I was on the chat app on the website and they said they would transfer me to the Payments Dept but I was then just cut off. Calling the phone line requires entering an account number too so I am stuck with no way to contact Ovo. Only way out might be switching supplier but idk if I can.

5
P
Carbon Cutter*
12 hours ago
W
New Member*
Webbo57New Member*
Posted in My Pay As You Go account

Warm Home Discount Scheme

I am on Income-based Jobseeker Allowance. Do I qualify for the Warm Home Discount Scheme?

1
Blastoise186
Plan Zero Hero
13 hours ago
G
Carbon Cutter***
GrownHandbagCarbon Cutter***
Posted in Switching suppliers and moving home

Gas meter - 3rd fitting appointment missed

We’ve installed a new gas pipe and now we’re trying to get ovo to fit a meter. They failed to attend on 19 October, 13 November and 14 November. I asked for an emergency appointment on morning of 14 November which they gave me. But they didn’t show so I called back and they say they can’t do an emergency appointment for a new meter. The next available appointment is in January but we can’t book until they open tomorrow.  We’ve paid our plumber £3400 for a new boiler and half his fee. He booked out next week to do the work. We are on oil now but there’s a minimum order amount of 500 litres which would be £400 plus the costs to remove any oil left in the tank. We have very little oil left and have been purchasing it for double the price in 5 litre tanks.  Ive complained to ovo using the CAB letter template. By this ovo should have to sort it out by 14 December.  we’ve been trying to get on the gas system since April. It’s been a nightmare. What can we do? ovo told me to call cadent to fi

15
G
Carbon Cutter***
15 hours ago
J
Carbon Cutter*
Jeff1756Carbon Cutter*
Posted in Smart meters

sunday adjustment

Can anyone explain why my smart meter adjusts upwards by about 25% on Sunday afternoons ?

5
J
Carbon Cutter*
16 hours ago
M
Carbon Cutter*
martini2429Carbon Cutter*
Posted in My Pay As You Go account

Putting money on a top up card/top up key

I am asking this question for my neighbour who uses a top up key for her electricity and a top up card for her gas, today I put £40 on each for her, she has credit on her meters at the moment, does she have to top up immediately or can she wait a while until she does so, will the money on the key/card stay there until she does, if so how long for?Thank you

4
M
Carbon Cutter*
16 hours ago
B
New Member*
Bosi445New Member*
Posted in My smart home

Ecodan electric heat ON in auto adapative mode

Hi,on Ecodan I changed from weather compensation curve heating to auto adaptive “room temperature” heating (which uses build-in temperature sensor in my main unit). Room temperature was 22 degrees, outside 7 degrees. After 30 minutes I noticed that electric heater icon was ON (which never happened in weather compensation heating). Any suggestions why in auto adaptive heating, electric heater is used? 

2
Abby_OVO
Community Manager
17 hours ago
T
Carbon Cutter*****
Tiggy777Carbon Cutter*****
Posted in My account

Swithcing from Boost to OVO (Nightmare)

Hi allIt’s a long story but I was finally after weeks of trying able to get someone is boost to discuss myself switching from boost to OVO.Icing on the cake is they now say it will take them 21 days to press the relevant buttons to enable this to happen.I have no more hair to pull out ….but surely it can’t take that long.Anyone been through this nightmare.Many thanksTiggy

1
Emmanuelle_OVO
Community Manager
1 day ago
M
New Member*
mdanhieuxNew Member*
Posted in My smart home

AUDI Issues - Charge Anytime

I’ve had Charge Anytime for a couple of months with my Audi Q4, and it was working fine. Recently it’s not been working well and missing charges and therefore no credit with the Charge Anytime App. I decide I’d remove the car from the app and try adding it again to see if that would improve things. However…….now I can’t even add my car to the app. I just get a message saying “the vendor is currently experiencing issues on their side, please try again later”. I’ve had this for over 24 hours now. The only reason I switched to OVO rather than Octopus, was for Charge Anytime. But, if I can’t add my car and get the good rate, what is the point!? Whilst I appreciate this may not be OVO/Kazula’s fault, they are still saying Charge Anytime can be used with an Audi Q4.  Anyone else having similar problems?

2
BPLightlog
Plan Zero Hero
1 day ago
M
Carbon Cutter****
MiyagiCarbon Cutter****
Posted in My smart home

gas smart meter

Good Evening, I had smart meters installed just over 17 months ago, electricity works fine but the gas has never connected and I still need to send meter readings manually.I have contacted OVO directly several times, the last time i was told that if I keep asking it will take longer to sort.Anybody else had to wait this long to get their not so smart meters to work properly, or any help on getting the gas one working 

7
Jeffus
Plan Zero Hero
2 days ago
P
New Member*
PaulRLondonNew Member*
Posted in My smart home

Ecodan cold radiators

This is a new system, the ecodan 11.2kw, UFH and radiators. I was running it on fixed flow temperature mode of 40C till my thermostats got installed. When I got my thermostats installed the engineer came back, setup 2 zones, changed it to weather compensation curve which is default 50C for cold temps and 40C for anything warm outside. I set the UFH to 20c, a wireless room thermostat set to 20C and all radiators on 5.Each morning I've got up since the UFH rooms are lovely, reaching 20C and coming off/on as it should. But the radiators are all cold. I checked the panel, the play symbol is showing for the heating, the ASHP symbol is showing, I can hear it running. Quiet mode is off. I got the thermistor readings. It shows a flow of 40 (shouldn’t this be trying to reach 50 with TH7 showing 0?!) and return of 29 but why are the radiators cold?  

2
P
New Member*
2 days ago
L
Carbon Cutter*
LocobladeCarbon Cutter*
Posted in My smart home

Charge Anytime - two different cars using one compatible charger?

Hi My wife is about to get a Cupra Formentor PHEV and I’m thinking about swapping my car for a Polestar 2 in the near future. We don’t currently have a charger installed so can choose an OVO compatible model as the Polestar isn’t compatible itself, but could someone explain how the app and scheduling would work in that scenario? Can you swap between cars in this way without issues? My wife would probably need to charge hers every 2-3 days and me hopefully not that often as I have access to chargers available at work, but I will want to charge the Polestar at home sometimes. If we both need to charge one after the other how does the app handle that scenario? Many thanks

5
L
Carbon Cutter*
2 days ago
A
New Member*
AzanNew Member*
Posted in Smart meters

storage heaters help. No power

HI, Recently moved into a flat with storage heaters which are not turning at all. Regardless of what time of day they do not turn on at all. They have switches on its side to turn it on with a light indicating whether its on.  From my limited knowledge they meant to operate during off peak electricity but this still hasn't worked.  They only work if I manually go onto my meter and start a boost and this then turns it on. I've contacted my supplier who said the meter setup seems to be correct so cannot do anything else.  Any help would be appreciated! I've attached the heaters and themeter setup

4
Firedog
Plan Zero Hero
4 days ago
C
New Member**
charlesyoNew Member**
Posted in Smart meters

Smart meters fitted to supply cupboard in basement, but no signal coming out - what can be done to boost signal??

5 flats fitted with 5 Smart meters fitted to supply cupboard in basement, but no signal coming out - what can be done to boost signal??

3
Blastoise186
Plan Zero Hero
4 days ago
A
New Member*
AnnELNew Member*
Posted in My account

Being held hostage by OVO - no way out of prepayment

Hello Forum Members, We are in need of some help! We moved in to a rental property in April, with a Prepay stick meter with SSE.We booked a new meter installation (as instructed by SSE) which was installed by the end of June due to long waiting lists. Shortly after our new meter was installed we were abruptly switched to OVO. Since the switch to OVO, we were told we were not allowed to change to a direct debit, initially because the meter broke when they switched it over. This took 2 months to resolve. We finally got confirmation that our account had been switched to pay monthly Direct debit on September 7th, and we paid off the remaining debit and set up the Direct debit payments. In the switch over we lost all the credit we had pre-paid and when I spoke to the accounts team he told me ‘ I have no idea if you will ever get that back’. Since September 7th OVO refuses to switch our account on the national database, and we have no access to our online account. The online account simply s

2
Jeffus
Plan Zero Hero
6 days ago
J
Carbon Cutter*
Jim CosCarbon Cutter*
Posted in Smart meters

gas meter faulty no heating or hot water

my boiler won’t ignite and engineer has visited an said gas meter is blank and no gas is getting through it. I have no heating or hot water and have our 10 month old granddaughter staying. I have tried calling ovo but office closed and no alternative number given

8
Emmanuelle_OVO
Community Manager
6 days ago
N
Carbon Cutter*
NeculaCarbon Cutter*
Posted in Smart meters

Gas Smart meter has a reading of all zeroes on the display and no charges on bill

Brief Background: I live alone in a 2nd (top) floor flat in a newish block of six flats, so relatively low usage.  The electric meter is in a cupboard under the stairs in the communal area entrance, and the gas meter is outside on an exterior wall at ground level.  Point to point distance between them is probably about 15 metres.  The IHD is on the edge of the range to pick up a signal from the meter, and fluctuates with being connected and offline.I had smart meters fitted in June after holding out for years given all the problems I heard about them from other people.  When they were fitted the engineer said he wasn’t sure if he’d be able to change the gas meter due to it’s distance from the electric meter.  However after checking it, he said it was fine and both were replaced.  The electric meter switched on my account fairly quickly, but the gas meter hadn’t changed after a couple of weeks but I was told to allow 6 weeks and it did eventually change.Since the whole premise was that

11
Emmanuelle_OVO
Community Manager
6 days ago
A
New Member*
aandybart1New Member*
Posted in My Pay As You Go account

payment

can i pay my bill at the post office using payzone?

1
Blastoise186
Plan Zero Hero
7 days ago
Z
New Member*
Zdenko BednarNew Member*
Posted in Get started

20 digital code

Hello. I need to top up credit but I don't have a 20-digit code. Previously I recharged through SSE energy with a 19-digit code, but now a 20-digit code is required. Can you help me with this problem? *edited by moderator* .Thank you very much. Sincerely

2
Blastoise186
Plan Zero Hero
7 days ago
T
New Member***
thefiddichNew Member***
Posted in My account

THTC meter removal

Hello,The property I bought last year had a THTC meter and storage heaters, so the first thing I did was rip out the storage heaters and pull out the whole heating ring main as part of a full rewrite that was needed. So nothing connected to the THTC meter.I contacted SSE multiple times to try to get an appointment to remove the THTC meter but they kept saying there were no engineers in my area (North of Scotland) to do the work. Tried time and time again, and even got a work order number, but still no engineer. Eventually my electrician just pulled the meter off, taking pictures of course! Still got the meter with all the tags intact, etc.The meter reader was round recently and noted that the meter was gone and took pictures, noted it down in his records, etc. but still got bill with THTC meter estimate.Called Ovo to try and get the meter removed from my account but best they said they could do was to put me on to a single rate tariff.This has been going on for 18 months now. Please ca

4
Jeffus
Plan Zero Hero
7 days ago
P
Carbon Cutter*
PeterCambCarbon Cutter*
Posted in My account

Trying to end deemed FiT export payments so as to switch to an export tariff

I emailed fits@ovoenergy.com over two weeks ago and aside from the automated acknowledgement explaining how busy OVO is, I have had no response.I phoned the FiTs hotline on 0330 303 5063 a few times and after listening to lots of hold music and hearing how busy OVO is a few times the line went dead.One of the messages on the phone hold system suggested that I go to the website help, so I did that and used the “chat” option.After the chat bot worked out that I had a FiT query I requested to speak with an agent, and was then told that I was first in the queue. After about 10 minutes, the helpful lady told me that she would love to help me but she doesn’t deal with FiT and would have to transfer me over and that would take at least another 10-15 minutes.At this point I was doubtful that the promise of 15 minutes would be kept and decided to leave a message on the forum just in case there are better results to be had here.In passing, I note that forum posts that I made the last time I logg

5
Jeffus
Plan Zero Hero
7 days ago

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