I've moved into an OVO supplied property and signed up - Why can't I get access to my account?

Hi Peter. 

I've tried all the suggestions Ovo have recommended. Logging in and out. Deleting app and installing again. Deleting cookies etc. I've tried the app and going online on my phone ane ipad and also my sons phone and still unable to log in. 

I've been with them since October and it's been ok. 

When I try to log in this is what happens. 

Ok. That's way beyond what I can do. What happens if press the link for ‘more help and advice here’ because it seems like a credentials issue which only OVO can sort out. If you continue to have problems getting this resolved I'll summon the ‘ninja’ who is brilliant at these things and usually knows exactly how this can be fixed.

If you don't get anywhere with OVO through their help system (it happens) send me a direct message by clicking on my name and I will summon the nija from his sekret lair.

Peter

Hi Peter. 

If I press the link for help it just mentions all the suggestions I've tried and not worked. 

Ovo did say they would call me tomorrow afternoon to see if I had managed to get into my account. I spoke to someone there yesterday. She couldn't understand why it had happened, thought it might be a technical issue.

Thanks, very much appreciated. I will let you know how I get on. 

Can you delete your email details ​@Twinnies  !!

You should still be able to 🤞🏻 

​@juliamc  sorry what do you mean? 

On your screenshot - there’s a section about passwords. Best not to post here as its a public forum.

​@juliamc  thanks I see what you mean.

I don't seem to be able to delete the screenshot 🤦‍♀️

I’ve sent a message to the mods so they’ll get to it. 👀

Sure, I’m here - thanks for the ping. But … sorry, I’m a computer man, not good with phones. I’d suspect some sort of security setting that’s interfering, but I’ve no idea how to detect or remedy that on a phone. 

Did someone light up a Bat Signal? XD

This… Doesn’t seem to be a client side issue - it looks like it’s server side to me. I don’t think there’s much you can do to fix this yourself other than pinging OVO Support.

My own phone Dewott runs on a pretty locked down security setup with both Bitdefender Mobile Security cranked up to max and Samsung’s own Auto Blocker enabled with “Maximum Restrictions” activated and it never seems to choke on any website I’ve been to yet. IIRC I don’t recall hearing of any macOS/iOS/iPadOS devices having problems with OVO’s online services either, even with Lockdown Mode enabled. And having that on really does put those fruit flavoured devices into some seriously strict limits...

​@Firedog 

​@Blastoise186 

hi thanks for your replies.

I get the same messages when trying to log into my account on my mobile and on my iPad.

I can’t understand how I’ve had no problems getting into my account since joining in October and now this happening.

Will be interesting to see what OVO say when (if) they call this afternoon 🤞

​@Twinnies Hey - I’ve deleted the 2nd image showing your email address as reported by so many of our amazing forum helpers - thanks to all for making sure peoples personal information is protected on our platform!

​@Bradley_OVO thank you so much for doing that, much appreciated.

Hi ​@Twinnies 

I have had a very similar ‘switching’ issue lock me out of my account last year, however I had been a SSE and then OVO customer for a number of years when it happened to me.
(I do know just why mine happened and it was a different cause to yours, with very unusual circumstances, but with apparently the same result).

For some reason the computer has decided that you are switching to OVO even though you are already an OVO customer and have been since last October.
That message is the same that I was getting - apart from the date of course.

The date on yours, 13 October, would I be right in thinking that is the date that you did originally switch to OVO?

As far as I could make out when it happened to me - one part of the computer software needed someone to click a button to say it was all switched, but nobody could see that button to click it.
The button wasn’t being shown because another part of the computer software said that the switch had already all been done so the button wasn’t needed anymore.

It became obvious that the normal customer support could not fix it and so I raised a complaint using the complaints process, see here:

https://www.ovoenergy.com/feedback

My complaint eventually got escalated to a 'Digital Resolver' who was able to fix the issue buy 'rebuilding' the account from scratch so that it was showing and accessable again..

I suggest that you may need to use the same route of making a complaint to get your own 'switch' problem to the attention of someone who can fix it.

​@Nukecad thnks for your reply.

Yes 13th October was the switch over date and I've been able to access my account up until a week ago.

Thank you so much for the suggestion I will try the complaint process. 

Thanks for that about the date, it confirms a suspicion that I had when it happened to me.

Mine had also reverted to the date that I first signed up to SSE before later being transferred to OVO.

So despite our diferent circumstances I suspect that we have both fallen foul of the same, and I must say quite unusual, software bug.
That info about the start date may help anyone who is trying to track down just why it might happen.

However with such unusal bugs that don't happen often it's sometimes not worth the time/expense needed to try and find/fix them.
It's easier to correct the consequences if/when they do happen.

Of course if you start to get a lot of people saying the same thing is happening to them then finding a fix becomes a higher priority.

I would go the complaint route, and have patience, you should get there eventually just like I did.

​@Nukecad

Hi I've done exactly that and gone down the complaint route. Fingers crossed and thanks again. 

Let us know how you are getting on, we may next week have someone here on the forum who can help with further insights about such unusual account issues.

​@Nukecad yes I will keep you updated. 

​@Ben_OVO

Twinnies has contacted me by DM. I believe that their account problem would fall under your previous DR role at OVO.

Is there anything you could still do to help here?
Or any insights you could give on how best to get such issues resolved?

​@Twinnies Did you lodge a complaint?
If so then what is the progress with that?

​@Nukecad  yes I lodged a complaint Mon 13th Jan.

Lady called Louise called me back same day asking for details.

said she would keep me updated.

She called me following day sent me a link to change password which I told her I had done and it doesn’t work.

Said she would call  me again but I’ve heard nothing since.

Thanks for that.

Let’s wait and see if Ben has any further advice (or can help speed things up for you).

IIRC Ben’s in a meeting right now - so it might be a while before he swings by.

​@Nukecad 

​@Blastoise186 

hi I was just about to type back to you when Lindsay from OVO called me(I thought the lady was called Louise 🤦‍♀️).

anyway she said the technical team are in the background trying to fix it, it’s not going to be a quick fix she said.

They will email me when done, could take weeks.

She said she will send me paper bills out and put a £20 goodwill gesture on my account.

Said she will close the complaint as they can’t keep complaints open and if she has anymore updates she will call me.

Hi ​@Twinnies!

I’m sorry for the issues you are experiencing with logging in. Thanks ​@Nukecad and ​@Blastoise186 for your replies and for giving me a nudge!

​@Twinnies there are a multitude of reasons that can cause these sort of login issues, some of which are solvable by an Advisor, some of which must be sent to our IT team to fix. If Lindsay has sent a ticket to our IT team they will fix this and, hopefully, it won’t take weeks. These tickets can sometimes be fixed much more quickly, however I have seen some take weeks as has been advised. There are some handy login tips in this previous post:

• Having an issue logging into your OVO online account or OVO Energy app? Tutorial

I think what is most important here is that you have mentioned being told that we can’t keep complaints open, and that you have been offered £20 as a ‘goodwill payment’. I’m sorry to say that this is against our Complaints procedure. A complaint can only be closed when you are happy for it to be closed, and when the root cause issue is fixed. To give you an example - if I was your Complaints Handler I would not be closing your complaint until the Tech ticket was fixed and you were able to log into your online account.  I wouldn't be offering goodwill payments until I knew this had all been done. Your Complaint Handler should be monitoring all updates to the Tech ticket, keeping you updated with any news and progress of it.

If your case is with Tech then it is in the right hands, however I would strongly advise you to email back in requesting that the complaint not be closed until the Tech ticket is resolved, as per the Complaints process, which you can find here: https://www.ovoenergy.com/feedback. I hope this is fixed for you soon.