Switching suppliers and moving home

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

  • 127 Topic threads
  • 2,231 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

127 Topic threads

D
New Member*
DundeeSwordsmanNew Member*
Posted in Switching suppliers and moving home

OVO claiming incorrect refund, then send me a bill for £237 after 8 months

I moved house on 11th Sept 2023, had a final bill issued in October, then a refund of over £1800 issued as I was over paying (Another issue, but not this one!) Today I got an email with a bill for £237, with no explanation or anything Spoke to a uninterested and unhelpful person on the webchat, who just said it was an error and they over-refunded me.I got no explanation as to how (Surely system safeguards should prevent this!), a generic, insincere apology and no clarity as to what is going on.To me, it sounds like its an OVO problem, no longer mine. I consider all our dealing finalised after the final bill (Clue is in the name, surely!)7 months of silence, then a bill with no explanation, no apology or anything other than a demand for payment is grossly unprofessional, and ridiculous

1
ChristopherS_OVO
Community Moderator
16 hours ago
W
New Member*
WPyszczukNew Member*
Posted in Switching suppliers and moving home

Moving into an OVO supplied property - Need advice

I am moving into an OVO supplied property as a renting tenant. OVO supplies both electric and gas.I have called OVO to confirm this, however I was told that OVO does not supply to the property in question, which I have checked and can confirm this property is provided by OVO with the local electricity network operator. This could have been a mistake on my or OVO’s end, however I am sure that I provided the correct address, as I confirmed this multiple times.I am happy to move forward with OVO as the provider. Could I please get advice on what the next step would be?

2
ChristopherS_OVO
Community Moderator
18 hours ago
K
New Member***
KmannNew Member***
posted in Switching suppliers and moving home

trouble signing up for electric

Took on the tenancy of a council flat recently.there is a substantial outstanding balance from previous tennant. (Also ovo). I’m still trying to sign up and submit meter readings from when I moved in. tried twice online, estimated 55 a month for a small one bed flat, confirmed everything and even put in bank details for direct debit and when the supply starts, then that’s it, radio silence since. I phoned customer service and they tried to sign me up and are now quoting 400 a month for electric, presumably because of the previous tenants estimated bills, I’m out all day and would be lucky if I spent 100 a month so to quote this and try set up a direct debit for 400 is ludicrous. its surely not right that I am being estimated off the previous Tennents estimations since they probably never submitted a reading. dont really know where to go from here, any advice anyone? thanks

3
ChristopherS_OVO
Community Moderator
3 days ago
H
Carbon Cutter*
hattersCarbon Cutter*
Posted in Switching suppliers and moving home

Chnge FIT paymnets to new supplier

Hi All. Has anyone successfully changed their FIT payments away from OVO to another supplier?

0
H
Carbon Cutter*
7 days ago
M
Carbon Cutter****
MJB1995Carbon Cutter****
Posted in Switching suppliers and moving home

OVO trying to take over my energy supply I did not authorise this?

OVO are trying to take over my energy supply, I have never been in contact with them, nor authorised this, at present I am an EDF Customer, and I have unfortunately been a victim of Identity fraud this month.  However, I have put a password on all credit accounts, notified CIFAS, the police and action fraud.The financial ombudsman are also taking on my case, your urgent attention / response would be really appreciated.I have also this evening emailed OVO complaints email, as this only came to my attention today by post from my current supplier.Many thanks.

18
ChristopherS_OVO
Community Moderator
7 days 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. 

25
I
New Member*
26 days ago
juliamc
Carbon Catcher***
juliamcCarbon Catcher***
Posted in Switching suppliers and moving home

Why am I seeing an error message when I try to set-up an account online?

I need to open a new account for my rental property. I am the landlord and the most recent tenants have left. I get this error message: Oops, there’s a problem…Sorry, we are currently unable to offer you a quote. Please check back soonAny idea why ? Tried yesterday and got the same message. I’m not switching suppliers as the tenant used OVO.

5
R
Carbon Cutter*
27 days ago
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***
1 month ago
V
Carbon Cutter*
VapegirlcloudsCarbon Cutter*
Posted in Switching suppliers and moving home

Disabled, I want to join OVO- How can I contact?

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
24 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
29 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*
1 month 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**
1 month 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****
1 month 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*
1 month ago
L
Carbon Cutter***
liedmundCarbon Cutter***
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

275440
K
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

24314133
BPLightlog
Plan Zero Hero
1 month 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
1 month 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*
1 month 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*
2 months 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*
2 months 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
2 months ago

New to creating a topic?

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

Terms & ConditionsCookie settings