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

​@Ben_OVO

Hi thanks for the reply.

I did think that was strange her closing the complaint. She did say that they can't keep complaints open. 

I will definitely email them. 

​@Ben_OVO Thanks for those insights.

​@Twinnies When my similar problem last year got to the IT team it was only a few days before it was sorted out, and I know that it was complicated with mine, so hopefully yours could be that quick too.

Do let us know how it goes from here.

Hi Team,

Apologies to reopen what looks to be an old thread, but I’m getting the “A problem has occurred” message nearly a month and a half after I moved. I’ve been on live chat/phone calls to OVO and can’t seem to get anything sorted, they just blame it on an issue with the app.

I can’t currently monitor bills, enter meter readings or anything - so it’s getting a bit frustrating now!

TIA..

​@Nukecad yes fingers crossed it doesn’t take long.

will keep you updated, thanks.

​@harrywood1995 

As you have had no progress with the chat/phone then its time to raise your issue as a formal complaint so that it can be looked at by the relevant department/team.
(‘Twinnies’did that and is currently at the stage of it being refered to the IT team to sort things out).

For how to make a complaint see: https://www.ovoenergy.com/feedback
I suggest using email so that you have a record of what you ask and what the replies are.

​@Nukecad 

​@Ben_OVO 

Hi well the latest is I emailed back re keeping my complaint open.

Email from OVO was another link to set my password which doesn’t work.

I then rang to speak to my complaints handler to say I wanted the complaint keeping open till the issue was solved meaning I could log into my account.

She agreed to that.

She then said did the link to set the password not work🤦‍♀️.

Told her I’ve tried that several times and it doesn’t.

She then said she will call me next Thursday to see if I can log in 🤞🤞🤞🤞🤞

Straight after our conversation I got an email for me to fill in a questionnaire on how well my complaint has been handled. As you can imagine I’ve not filled this in.

Hopefully one day this will get sorted, been weeks now 🤞🤞.

Keep us posted ​@Twinnies. Sorry you’ve had such a frustrating experience. 

​@Emmanuelle_OVO 

I know it’s very frustrating. Will keep you updated.

​@Emmanuelle_OVO

This is the latest. 

I've tried all these suggestions and it doesn't work as I've told them before. This is so frustrating 😬😬. Will it ever get sorted? 

How frustrating!!! What browser are you using ​@Twinnies? 

There are a few tips in the following topic:
 

• How to fix login issues or error messages with your online account Tutorial

Error Message?

If you’re having an issue resetting your password and are using the Outlook Live app we are aware this may cause an error message, if so, please switch to a browser version. 

If you’re not able to access the password reset screen by clicking on the ‘Reset My Password’ button in the reset email, you can copy and paste the long reset link from the bottom of the email into the URL to get to the same destination.

 

If none of the above is successful

Check you’re using the most recent version of the app (try deleting and re-downloading for Android and iOS) or Google Chrome browser if logging in to your online account.

Try disabling any password managers that may be interfering with the login details you’re entering.

You should also try:

• Logging in via the app if you can’t login via a browser (or vice-versa).

• Using a different device or browser (Chrome is recommended).

• Clear cache/cookies on browser.

• Clear cache and app data then uninstall/reinstall the app.

• Waiting a day for any changes you've made to update across all systems.

​@Emmanuelle_OVO

Hi I'm using Google 

I've tried all the suggestions on my android, ipad, my husband's phone and my sons and I still get the same message. As someone said on this post perhaps the account needs rebuilding from scratch but no one seems to be listening to me 🤦‍♀️🤦‍♀️

That sounds very frustrating ​@Twinnies. I think it might be best to raise a complaint if you’re not getting anywhere with the tech team. You can find out more about our complaint procedure on the website. 

​@Emmanuelle_OVO hi  thanks for replying I already started the complaint on the 13th Jan. The lady who’s dealing with the complaint rang me last Thursday and promised she would ring again tomorrow. What would be the next step if the tech team can’t do anything?

She said she would send me a paper bill out as I’ve no idea what my bills are and I still haven’t received it.

Im now wishing I had stayed with my previous energy provider.

Hey ​@Twinnies 

If the tech team aren’t able to resolve this you can escalate the complaint.

The complaint process is here: https://www.ovoenergy.com/feedback
 

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

Hi ​@Emmanuelle_OVO thanks for the reply.

Hi all, it’s great that this group is here as I can’t find a way to email OVO directly with my query as they don’t accept any emails from people without an OVO account!

I am hopeful that you guys may be able to help/advise me please.

I am currently with British Gas for both Gas & Electric but with to switch to OVO and also make use of the Charge Anytime add on as I have a Tesla electric vehicle.

I attempted to switch to OVO online via the OVO website but when I enter my address I am being given a message that states that I am currently unable to switch to OVO as my meter setup is not compatible.

We are on a new build estate (just over a year old) and every property has the same SMETS2 meter setup which I understand is the latest smart meter available so I am a little surprised that I am getting the message that my set up won't work . When I put my any of my neighbours addresses in your website I do not get the message.

Does anyone have any ideas what I can do please or maybe point me in the right direction?

Thank you in advance for any help/assistance that you are able to provide.

Kind regards.

Dave H.

This sounds like there may be an error on the OVO database if other properties on your estate have the same meter and are excepted. Hopefully one of the others on the forum may know of a direct route though to the correct OVO department to deal with this for you. Hope you get it resolved and can join OVO Energy as your supplier.

Check your charger.

At the moment only Ohme, Indra and Hypervolt are compatible with Charge Anytime.

The Charge Point doesn't have to be compatible as your Tesla already is. Use the Charge Anytime app to add your vehicle.

A reason for using the Charge Point to control the charging is if you have solar panels and want to integrate that at the same time. Then you would need a compatible CP.

Peter

Hey ​@davehurd,

I did hear this morning that there was an issue with our online switching platform. This could have affected you trying it online. 

If you give our Support Team a call on the number below, they should be able to help get things sorted for you. 

Phone: 0330 175 9669

Opening hours:

Mon-Fri 9am till 5pm
 

I hope this helps!