Recently joined OVO and unable to book smart meter appointment?

(Removed by moderator) Despite many attempts I am being told my details don’t match account information. So the account information must be wrong. First time I’ve tried to set up account but it does mean I cannot arrange to fix my faulty meter by phone or online on webchat which I am supposed to do by tomorrow.

Morning ​@Simon G, I hope you’re well.

Just a heads up - please don’t share personal information on the Forum. I’ve also amended your Forum username for security.

Are you referring to logging into the online account / app? My advice is to get in touch with our Support Team when you can, preferably over the phone on 0330 303 5063, and get them to make sure that all your personal information is correct on the account. If you’re unable to log in, it might be that your email address has been put down incorrectly when the account was set up.

You’ve mentioned the meter is faulty - please could you give us some more information as to what the issue is, so we’ll be able to help you with the next steps.

We look forward to hearing back from you.

I was informed by post that the meter is faulty though all seems well to me. I have tried phoning but  I fail the security questions same as for creating an online account. I like to think I know my personal details so surely the account information is incorrect.

I’m sorry for asking very silly questions, but just to make sure that we are on the same page. You are the OVO customer, am I correct? Is it you, who is the account holder? And you haven't changed your name/surname since you became the OVO customer, have you?

Hey ​@costeek 

Just to let you know, Ben_OVO ended up taking this one offline to be resolved with the OP. Thank you though for trying to help out here, appreciated as always.😊

That’s nice, but it would be really good to know just what ‘details don’t match the account information’ means. On the Profile page, can we see all of the personal data that have to match?

• Name
• Account Number
• Email
• Phone
• First and last line of address
• Postcode 

I know that there will be problems if a customer tries to contact Support using an email address or phone number different from the one recorded in the profile, so I can only assume that the details Simon was getting wrong were among the others. For example, I’ve occasionally run into problems with my ‘first’ name, which can take any of three different forms. 

What are the pitfalls?

I’m happy to hear that it’s being solved! Always welcome! :)
 

I agree, it would be useful information. 

​@Firedog / ​@costeek,

In this case, there weren’t enough contact details attached to the account, so they had to be added retrospectively. This can happen sometimes for a few reasons, for example if an account was passed over by SSE without contact details, or if an account is set up by a landlord or letting agent.

When this happens, we can ask extra security questions in order to ascertain that we’re talking to the account holder, and then update the contact details accordingly. In this isolated incident, I believe that the advisor dealing with the call may have been new, and wasn’t able to find the account in question. Everything is now resolved, and there was no wider issue here.