Switching suppliers and moving home

The latest advice on joining us (or leaving us), moving house, and erroneous transfers

  • 123 Topic threads
  • 2,202 Comments
News

How long does it take to request a switch to a new energy supplier?

  • 3
  • 19
Tutorial

Moving into a home that OVO supplies - A Guide

  • 1
  • 36
Tutorial

Switching to OVO? - Here's what to expect...

  • 1
  • 40

123 Topic threads

V
New Member*
ValentinaNew Member*
Posted in Switching suppliers and moving home

We've just moved in to a house you supply, how do I change the name on the OVO Energy account?

Hi, We just moved into a property in Wembley and the last tenants had OVO Energy as the supplier. Now we have to change the names. What we should do? Thanks

108
L
New Member***
10 days ago
V
Carbon Cutter*
VapegirlcloudsCarbon Cutter*
Posted in Switching suppliers and moving home

disabled, no way to contact Ovo want to join

Hello,I want to switch my electricity & gas supplier to ovo.Currently with E & on credit but after an emergency smart meter installation,  my current company are refusing to put me back on payg unless I have the gas turned to a smart meter. Which I do not want. I'm disabled & non verbal. Every time I talk to live chat, they tell me to phone.Facebook messenger, they refer me to live chat. I want to join as a payg customer. Relay UK doesn't work either. I don't know what to do.I have no way to phone. Any tips? Advice please?

6
ChristopherS_OVO
Community Moderator
1 day ago
S
Carbon Cutter****
SRFCarbon Cutter****
posted in Switching suppliers and moving home

fit sorted I hope

After a long journey I have had an email which confirmed that the fit readings I submitted in March have been accepted.  This was after I was first told I had not got an account and then told I had not submitted initial readings when I opened my account. So after a process I started in summer last year I am looking forward to receiving money for electricity I have fed in from my  solar panels.I am still at a loss as to why this is such a difficult process. I jumped through every hoop put in front of me and there were many.  I am waiting for my money and when, hopefully, it arrives I can put this whole sad affair behind me.  Thanks for the response I received from my initial post (which I can't find) Just getting something of my chest helps.

1
Abby_OVO
Community Manager
2 days ago
M
New Member*
Matt BNew Member*
Posted in Switching suppliers and moving home

Taking over OVO account from tenants - letting company have transferred account to another company

HiTrying to resolve this for a friend She’s the owner of a property - the flat has previously been let out to tenants, and the gas and electric accounts were with Ovo energy. The tenancy ended on 27.02.24, and she wishes to take over the accounts from that date. My friend currently resides overseas and it is difficult for her to contact Ovo by phone, so she has asked me to help. The letting agency she used to manage the tenancy instructed another energy company to take over the supply to the flat. This was done in error, (and on the incorrect date) without her knowledge or permission, and we have contacted them to inform them of the erroneous transfer, and have it reversed. We have tried to set up an account with Ovo online, but the website won't allow us to (I presume because of the pending erroneous transfer), and refers us to customer services. I have contacted Ovo customer services, but they are unable to help, and refer me back to online. I'd be grateful if you can advise us how w

8
Blastoise186
Plan Zero Hero
6 days ago
E
New Member*
EB23New Member*
Posted in Switching suppliers and moving home

Moved into new property and I owe previous tenants bill, why?

I have previously moved into a new property supplied by OVO and as now the legal occupier I opened a letter to them sending debt collectors round because the previous tenants hadn’t paid their bill!I was mortified that they are doing this! I tried calling and couldn’t get through to them at first. When I did the gentleman was very reassuring and told me he would rectify the bill and did the sale pitch to which I decided to stay with them.Received the new statement and they are still trying to charge me!! I’ve had it with this company already! Painful is an understatement! Plus my new email as a new client states they are open Saturday they are not!Not at all happy and want to go back to Bulb Energy even though they are slightly more expensive. Customer service was second to none.

163
M
Carbon Cutter*
20 days ago
A
New Member***
Ashleigh65New Member***
Posted in Switching suppliers and moving home

Moving into new house, how do I set up my account?

Hi, I have just moved into a property which you supply. I want to submit my readings and fix my bills but the suggested price is £129 a month. This seems very high as there is only myself in the property. Is this just an estimate that will change once I submit my meter readings?

82
K
New Member**
18 days ago
R
Carbon Cutter****
rrose1978Carbon Cutter****
Posted in Switching suppliers and moving home

Statement after a supplier change

Hello, In late January, I have switched the electricity suppliers and left OVO Energy. Today, I have received a statement for electricity for the period between 17 February and 16 March, which was already covered by my new supplier and not by OVO, indicating just over 66 pounds in debit. How can I owe this amount if OVO is no longer my supplier at the property? Upon trying to conact OVO in a reply to the statement sent by e-mail (at hello@ovoenergy.com), I received a message that this e-mail account is not registered to an OVO account, which further complicates the issue. I would appreciate any help on the subject. If that helps, my OVO account number listed in the statement is *Edited by Mod* Kind regards

13
R
Carbon Cutter****
21 days ago
A
Carbon Cutter****
AyronCCarbon Cutter****
posted in Switching suppliers and moving home

FIT change of ownership nightmare!

I’ve been trying to do a FIT change of ownership for 6 months now and still pulling my hair out on a daily basis trying to explain to the people in the FIT team! Absolute disgrace! I've complained god knows how many times, sent multiple e-mails and still nothing!! I actually don't know what to do now apart from rip out the solar panels and dump them in OVO's carpark and not even bother with the whole scheme but I desperately need the payments from them to help with bills! I feel completely stuck! The change of ownership process is completely flawed and very difficult to follow. If there is anything wrong with the application they just send a generic e-mail saying something is missing and they don't tell you exactly what's wrong. So you call them endlessly and they tell you it's all ok and to ignore the generic e-mails. Then I call for updates as they never get back to you and they tell me information is missing, so I send them everything again and again and then send complaints asking

18
G
Carbon Cutter*
23 days ago
L
New Member**
liedmundNew Member**
Posted in Switching suppliers and moving home

Moved in to OVO home, why am I being sent bills for 'The Occupier'? How do I set up an account in my name?

I am new tenant to the house. I was informed by the landlord that the energy is provided by OVO. After the first month, I receive the latest bill and want to setup an account to manage it and pay for the bill.But I can’t setup the new account which “ Some of your details don’t match your account information” appear.I think OVO may not have any personal details of me registered.While the heading of the bill is just“The Occupier”“Address”“Post Code” As what I research on this forum, it is hard to find a “REAL” person for enquiry on every aspect of OVO.Any idea?Many thanks

11
I
Carbon Cutter*
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home

Switching to OVO? - Here's what to expect...Tutorial

Updated on 31/08/23 by Emmanuelle_OVO A Guide to joining OVO Energy Pick a Plan and start the switch - where it all begins So your energy plan is coming to an end and you’re looking for a new energy supplier. Maybe a switch to OVO is right for you. Decided you’re ready to join us on a journey to Plan Zero?  First place to head is our Quote and Switch site. Here, you can check the prices we offer on our range of plans and get a monthly Direct Debit quote. We’d really recommend finding out your annual usage figures from your current supplier and adding these under Do you know how much energy you use? Exact appearance may vary. Don’t worry if you don’t have the exact figures as we can base your quote on average usage for your size of home. Then it’s just a matter of choosing which plan suits you best. You can see more details about the unit rates and standing charges on each plan by selecting “Tariff Information Label” Exact appearance may vary  We’ll just need some details, then you’re a

269140
K
Carbon Cutter*
1 month ago
N
New Member***
neerajkNew Member***
Posted in Switching suppliers and moving home

Why have I received a bill covering energy used before I moved in to my new home?

Hi All, I recently moved into a new house at the beginning of March and have received a bill fromOVO asking me to pay £700 from October to March, despite not living here. I have provided copies of my completion statement, my old tenancy contract, my old electric bills and a copy of moving company booking to prove this, however this has not been corrected and I am still being asked to pay this. I have contacted customer support numerous times, have been told that a case has been opened however whilst there is an open balance on my account with no direct debit, my details will be passed to credit reference agencies and third parties to seek collection. Has anyone got any advice on what I can do to resolve this. 

23
R
Carbon Cutter*
1 month ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in Switching suppliers and moving home

Radio teleswitch (RTS) shutdown sunset FAQF.A.Q.

Updated on 10/03/24 by Blastoise186 The Radio Teleswich System shutdown is now due April 2025 The sun is setting on Radio-Teleswitched (RTS) meters As you may know, some big changes are coming which affect old electric meters that use Radio Teleswitches. Here’s some helpful FAQs about what’s happening. What is the Radio Teleswitch System? The Radio Teleswitch System (or RTS for short) is a system that was created to help with the control and management of electricity meters that had special tariffs such as Economy 7 prior to the existence of smart meters. It has a few features that are seen in smart meters today, such as remotely switching between Day or Night rates and automatically turning heating/hot water on or off, but doesn’t have the ability to collect meter readings. As a fun fact: The same signals and frequencies also get used for the BBC Radio 4 longwave service, and the three transmitters have enough power to blast the signals across the entire country at once. What is a Rad

23988133
BPLightlog
Plan Zero Hero
28 days ago
C
New Member*
Ceg1805New Member*
Posted in Switching suppliers and moving home

New to OVO, either my Meter Point Administration Number (MPAN) or my Meter Serial Number (MSN) is wrong on ECOES?

Good afternoon all, I’m after any advice on a very frustrating issue we’re having since moving in to our new home in January. I have spoken with the Ovo helpline 3 times now and keep getting nowhere (helpline directs me to email, email directs me to helpline and on and on on etc!). Our home has an MPAN number which corresponds with the name of the property. I’ve triple checked this with UK power networks. The name of the property is the same as the Royal Mail database, the title deeds to the house and the local council reference.  It appears however that our meter serial number does not match with this MPAN, and is linked to another property name. We have spoken with neighbours, and there appears to be no house in the area by the name linked to our meter S/N, or certainly hasn’t been for 20+ years. The meter is a smart meter fitted in circa 2017, so it cannot be that old!  The MPAN for our house is 100% previously supplied by Ovo - again I’ve triple checked the details with UK PN. So I

22
BPLightlog
Plan Zero Hero
28 days ago
S
Carbon Cutter*
Smithy27Carbon Cutter*
Posted in Switching suppliers and moving home

Commercial to domestic on CT meter

Hi there. This subject has been covered before but slightly ambiguous outcomes.  I have had to install a new 3-phase supply at a domestic property, which was (over) rated by our electricians as needing a 3-phase 315A supply. The size of supply was based around having 3 electric car chargers and large heat pumps for the house and some large outbuildings.  I couldn’t find any supplier who would provide a domestic contract on a CT meter, so have got a business contract with Eon until November 24. This contract has painful capacity fees and standing charges and isn’t very competitive on KWh rates either.  I would like to revert to a domestic contract in November this year, so would love to clarify the following : Will Ovo take on this account and revert to a domestic contract with existing CT meter? Will I be able to export any excess energy generated by solar panels?If my existing meter is not supported, would Ovo install a suitable CT meter to allow the contract to switch over? I’d be hu

6
S
Carbon Cutter*
29 days ago
Buzby
Carbon Cutter*****
BuzbyCarbon Cutter*****
posted in Switching suppliers and moving home

Our electricity was cut off with no prior notice !

I’ve been with BOOST / OVO for years, first as pre-payment, then on credit.A couple of years ago, when I asked for the meter to be changed from Prepay to Credit, I was told it was not a problem, but the new account would now be an OVO account.The switch happened, and my Smart Meter changed to Credit mode as I expected. Everything just worked, smooth as silk !.So smooth, I totally forgot about it. I wasn’t asked for a new DD, the payments were still going to BOOST, and that’s how it has been for the last two years. The latest DD was on 4th Dec.Last month I decided to switch to a new supplier for electricity. This is the same supplier we  already get our gas from. I contacted the new supplier, and it all went through OK. Switchover date was set for 24th Nov.24th arrived, and went, and my supply just carried on. I viewed my dual fuel account on the web, and it showed the electricty switchover as ‘in progress’.I phoned new supplier, who said to wait, as it might take a few days to show up.

39
Blastoise186
Plan Zero Hero
1 month ago
D
New Member***
douglas82New Member***
Posted in Switching suppliers and moving home

Where's my final refund?

  since last November been trying to get refund since switching . and DESPITE UMPTEEN PHONE CALLS no one has sorted out my rebate. you were happy to take my money but not happy to payback whats owed. I would like some extra compensation now. you have 7 days to respond otherwise I will have to take legal action  

35
E
Carbon Cutter**
1 month ago
D
Carbon Cutter****
Dwyer79Carbon Cutter****
Posted in Switching suppliers and moving home

2nd final bill 8 months later!

Has this happened to anyone else?I left my property end of March 2023, OVO took a meter reading in February 2023. I received my final bill in April and was in credit and received a refund. 8 months later (November 2023) I received another final bill. I now owe over £1000 and I have been charged over £60 in arrears.Unfortunately the person in customer care couldn't help me as "they had to raise a case" I am now left worrying myself sick as I have no money to pay this bill.

30
C
New Member*
1 month ago
S
New Member***
sarahjk25New Member***
Posted in Switching suppliers and moving home

How to submit final meter readings after moving out?

Hello We moved out of our house on the 28th July but I’m struggling to submit final meter readings. I can’t submit via the app because it’s saying there are no meters associated with the account. I tried emailing using the email listed on the help centre page which is hello@ovoenergy.com  but I got an auto reply to say the address is no longer in use and to use the one on the help centre page. I can’t see any other email address listed so no idea what’s going on there.I tried the webchat option during the week but I was 44 in line and when I went back to check where I was in the queue, it reset and I had to start again. So I gave up. I did try calling but didn’t have much time to stay on the line because we’ve been moving. Any ideas how I can get the final meter readings submitted? Do I just need to grit my teeth and hang on the phone or is there an easier route?Thank you.Sarah 

5
M
New Member*
1 month ago
E
New Member***
Elena WilsonNew Member***
Posted in Switching suppliers and moving home

I'm switching away from OVO, why is there a delay for my final bill?

Hello,Had anyone experienced leaving OVO because of joining another energy company and not be able to get final bill for more than two months? I am still getting charged for gas and electricity they don’t supply, and when I was trying to get my final bill, they asked me to wait for 6 weeks to sort it out, nothing had been done, after contacting them after 7 weeks after I joined another energy supplier, they asked me to wait 32 working days more. I’ve never experienced anything like this, now paying to two energy suppliers at the same time, which is ridiculous in my opinion and shameful for OVO.Elena Wilson

5
Emmanuelle_OVO
Community Manager
1 month ago
F
New Member**
FannyByGaslightNew Member**
Posted in Switching suppliers and moving home

How do I get my refund back after my account has closed after moving home?

I am owed money by OVO after closing my account when moving..I have sent pictures by email to them of final meter readings as asked for by call centre now I have an email asking me to call the call centre to give my final meter readings who have asked me to email pictures of my final meter reading.Any one able to help with next step please as it is nearly £400 owed to me when they took over SSE whom i was with before this shower came along..

30
Emmanuelle_OVO
Community Manager
1 month ago
G
Carbon Cutter*****
Geoff DicksonCarbon Cutter*****
Posted in Switching suppliers and moving home

How is it possible for my supply to switch erroneously?

I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

55
E
New Member**
2 months ago
S
New Member***
scamvictimNew Member***
Posted in Switching suppliers and moving home

Is it legal for OVO to open an account in my name without permission after moving out?

Hi there.To set the scene…..My partner was an OVO customer in her old rented house. Even though I eventually moved in with her, the OVO bill stayed solely in her name, as it always had.In Feb 2022 we got our first house together. We moved on Feb 14th and our tenancy ended on March 1st. My partner contacted OVO as she wished to take the account with us - but they wouldn’t offer the same tariff, so she told them we were leaving the property and wanted to cancel. She paid off the outstanding on the account, along with an extra month or so as we weren’t quite at the end of the contract.Fast forward to mid-August. We’ve been moved 6 months, and I get a letter from OVO in my name (odd, as I’ve never been an OVO customer, they’ve never had my details). It was sent to the old address, and luckily only found its way to me as Royal Mail are still redirecting. If not for that, I wouldn’t even know about this.The letter was a bill in my name for energy usage (not very much, mostly standing charge

53
N
New Member***
2 months ago
J
Carbon Cutter*
JojoddddCarbon Cutter*
Posted in Switching suppliers and moving home

Have Octopus been applying my readings incorrectly as E7 instead of E10?

Was with SSE years ago and basically I transfered over to Octopus energy as my bills where coming in at around £280 pcm pre pandemic. I am single occupancy in a 2 bed flat, I am out all day all sockets turned off. I also have no heating at all in flat there was storage heaters In flat but they where removed by HA. I still have 1 on kitchen wall but that is turned off at main swithboard and has never been used. I also tend to go straight into my bedroom when I get home to chill out. Anyways when I switched I recived an email of customer service from Sse regarding my meter being faulty in that email it clearly stated I was on economy 10. When octopus took over by the emails I recived from them on joining up they did not get a final read from sse so they used an estimated read taking it from the last actual meter reading provided by SSE. The meter I had at time was not a smart meter. When octopus took over the account they put me on economy 7. My question is when moving from economy 10 to

4
Emmanuelle_OVO
Community Manager
1 month ago
M
Carbon Cutter*
mcpolandCarbon Cutter*
Posted in Switching suppliers and moving home

Account closed then demand for money 6 months later!?

I moved house in March 2022, and sent photos of meter readings (twice) to close my account.  My account was in credit and for no reason given, Ovo was not able to process this until late May 2022.   Suddenly, in June 2022 I received an email saying there was a “meter reading dispute” but again, no information given.  I don’t see how there could be a dispute when I sent photos of the meter.  I assumed this was a mistake and didn’t reply.  In September 2022 I got a demand for money, for a property that I hadn’t lived in for 6 months and since then have had demands for money, now threatening debt collectorsI opened a complaint on 13th June 2023 to ask for this to be resolved, and have had no response apart from a further demand for money today (17th July) so clearly the complaints process is not workingHow can I get Ovo to address this ?

13
C
Carbon Cutter****
2 months ago
T
New Member**
ttbyellowbellyNew Member**
Posted in Switching suppliers and moving home

Why can't landlords advise you of new tenants online?

It’s very frustrating contacting OVO to inform of changes to tenancies - it takes so long.  Why isn’t your website capable of accepting these changes?  Is it really necessary for me to spend the best part of an hour listening to music whilst on hold, just to tell you a few dates and details which I could easily do online?In this day and age I think it wise to update your systems, making it easier to inform you of changes.  Stating that you need to talk to a customer before you set up an account or alter details seems a little unique when other companies do not.

10
S
New Member*
2 months ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings