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Switching suppliers and moving home

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

  • 133 Topic threads
  • 2,250 Comments
132 Topic threads
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Carbon Cutter****
CraigOCarbon Cutter****
Posted in Switching suppliers and moving home
Unable to move to OVO from British Gas

Hi,When trying to join OVO from British Gas, I get the below error:Oops, there’s a problem…Unfortunately, we can't give you a quote right now. We're currently unable to support your meter setup, but we're working on it and expect to offer quotes in 2025.I have a new Skoda with the free miles offer, so I would like to get this fixed quickly so I can move across.  British Gas said it is a proble on the OVO side, but I do not know how to proceed. ThanksCraig

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C
Carbon Cutter****
OldBoiler
New Member*
OldBoilerNew Member*
Posted in Switching suppliers and moving home
Why did I get a 'Sorry you're leaving' email when I don't want to switch from OVO?

I've found out that I'm leaving OVO later this month as I've switched. I haven't - I've no idea who I'm supposed to have switched to. It was only because I was looking online for my statement that I noticed the 'Sorry you are leaving' message - how do I stop this happening, how do I prevent it happening again, how do I find out who I'm meant to be switching to, and will this effect my fixed rate status? Sorry lots of questions!

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Chris_OVO
Community Moderator
R
New Member***
ronnieNew Member***
Posted in Switching suppliers and moving home
Why is my supply listed as a 'business supply' and not a domestic?

Why when I try to get a price comparison do I get the message "unable to switch non domestic meters" This has happened twice once when a supplier called me and now on a comparison site.

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Chris_OVO
Community Moderator
J
New Member***
JSBNew Member***
Posted in Switching suppliers and moving home
Switching to OVO but online account not fully active - is switch complete?

HiWe switched to OVO at the beginning of April but the switch still hasn't completed. We can't use the app to submit meter readings and the website keeps saying 'you're direct debit will be confirmed on..'Any suggestions?Thank you 

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Abby_OVO
Community Manager
J
New Member*
jackgreedNew Member*
Posted in Switching suppliers and moving home
Entered wrong meter reading when I moved in - can this be changed?

I could not locate my gas meter as I have just moved in and wasn't sure where it was, but I had to provide opening meter readings, so I estimated the gas reading based on the reading on the final bill from the last tenants. I have now located my gas meter however, and my estimate was too high. Can I correct the opening gas reading I gave to you?

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Abby_OVO
Community Manager
C
Carbon Cutter*
craig1234Carbon Cutter*
Posted in Switching suppliers and moving home
I'm with Utility Warehouse on their dual rate EV Tariff - I want to switch to OVO but OVO are telling me I have a multi-rate meter?

Is there any way I can move forward with a switch without reverting to expensive single rate tariff first?I’m with another supplier on their EV tariff. When I try to switch to ovo, the ovo website recognizes my current supply as a “Smart Meter - 2 Rate Multi Rate” and says sorry, we can’t quote you right now (I think this 2 rate is my EV off peak pricing, it’s definitely not economy 7 which is what that name sounds like to me!).I tried my next door neighbours address (regular smart meter) and it’ll happily quote me so the problem is the 2 rate thing. I tried phoning ovo customer support a couple of times but they say the same as the website - we can’t switch you currently.I can revert to a regular single rate tariff with my current supplier, and although I’ll start paying more to charge my EV immediately, it’ll take a month to update the MPAS database to change my supply type back to regular smart meter. That’ll cost me around £60 extra for the month due to charging at peak rates, assu

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Ben_OVO
Community Moderator
A
Carbon Cutter*
ambr2307Carbon Cutter*
Posted in Switching suppliers and moving home
I moved house and closed my OVO account but my details have been found through 'trace and search' - how can I stop the debt collectors contacting me?

I moved house over 18months ago and moved to a new supplier. All bills were paid. I am now getting harassed by debt collectors as ovo have linked the period since leaving the house to my phone number due to a trace and search but not my name, so they won’t give me any information regarding the account. I have spoke to ovo who won’t stop the collectors ringing me as they need to find who is liable. What should I do?

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Abby_OVO
Community Manager
J
New Member*
jaberNew Member*
posted in Switching suppliers and moving home
My OVO Experience

Hello everyone,WITHOUT PREJUDICEI feel compelled to share a cautionary tale and issue a strong warning to all potential customers considering OVO Energy as their energy provider. My recent experience with this company has been nothing short of a nightmare, marked by relentless harassment and bullying tactics that have left me feeling victimized and helpless. I hope that by sharing my story, I can help others avoid the distressing ordeal I have endured.As a long-standing customer I had always believed that OVO Energy was a reputable and customer-focused company. However, my perception changed drastically when I moved from a rental property to a new home in May 2022. Despite promptly notifying OVO Energy of my change of address, they made a grave error by opening a collections account in my name for the period after I had vacated the rental property.Since then, I have faced an ongoing battle with OVO Energy, enduring constant harassment and a complete disregard for my rights as a consume

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Blastoise186
Plan Zero Hero
C
New Member**
ColetNew Member**
Posted in Switching suppliers and moving home
Difficulty applying for a switch to OVO - How can I update my supply address listed on the national database?

HelloI am trying to switch to OVO using the online quote facility. The quote defaults to the wrong supply address and there doesn’t seem to be a facility to change this. The incorrect supply address is a flat in the same building as the main house. Any advice on how to get the correct supply address on the quote?Note that this is not a new problem. A previous switch resulted on a gas meter from one address and an electricity meter the other being transferred but I was assured that the central database had been updated to stop this happening again.

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Emmanuelle_OVO
Community Manager
E
New Member***
Elaine128New Member***
Posted in Switching suppliers and moving home
Can I switch to OVO and go from Economy 7 to a single rate meter and tariff?

After endless problems with Scottish Power I'm looking to switch and am really interested in OVO (I've been a previous customer and should never have left!). However I currently have a twin rate meter (Economy 7) and would like to move to a single rate. My current meter shows the single rate as well as the two E7 rates. Am I able to join OVO and use the single rate reading or submit the two rates? And if not I understand I would need a meter change. Do OVO charge for this and if so how much? Thank you for your help.

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Abby_OVO
Community Manager
Y
Carbon Cutter*
YuriiCarbon Cutter*
Posted in Switching suppliers and moving home
New home is pay monthly with EDF- How do I switch to OVO top up?

Hello. I am moving to a new house and would like to stay with OVO. In the old house I paid based on the fact of use. Now when I try to re-register everything online I am offered a tariff plan 2. But I would like to stay on the payment by the meter for use. Online does not make such an offer. How can I switch to a new house without buying a tariff plan?

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Y
Carbon Cutter*
P
Carbon Cutter*****
portland555Carbon Cutter*****
Posted in Switching suppliers and moving home
Moving home and keeping previous home for a while- Can I set up second OVO account?

Hi, I am moving to a new house soon, but will keep the old house for a while until it is sold. Can I open a second account with OVO at the new house and then close off the old one when it is sold, likely in a few months time?  

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Ben_OVO
Community Moderator
K
New Member***
KarenzajdNew Member***
Posted in Switching suppliers and moving home
I've moved into an OVO supplied property and signed up - Why can't I get access to my account?

I completed the moving in registration over a week ago and never received any confirmation emails from OVO. The property is already supplied by OVO so does not require a transfer period. I completed this form again today in the hope to get some light of account set up and meter readings put in.  I have also tried to login and it lets me set my password but once logged in, it says a problem has occured or they cannot find my details.   I need access to an account to put in meter readings and pay, however I do not understand why this is an impossible task and I have double checked my emails and junk folder and received no communication.

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Chris_OVO
Community Moderator
K
Carbon Cutter*
kkvasanCarbon Cutter*
Posted in Switching suppliers and moving home
No progress in meter reading dispute, poor customer support

Dear Ovo Team,  We started our contract with OVO on 23-11-2022 and the initial reading sent was 69108 taken on 25-11-2022.  However, the last reading updated on your system shows 63871. We moved into this apartment on 28-10-2022 and the reading was 68719, again confirmed by our lending agent. (At the time we were with SSE). There is a discrepancy of around 5000 units for which we are not liable and but we were charged with November bill which became as £1936.09. I have contacted Ovo several time during december and january, they never takes action, just give me promises.  After many calls and emails, they told me they are opening the meter reading dispute. I waited for a long time but didn't get any response. Then I again sent an email, and I got a call back from them, saying they will open a meter reading dispute and this time I got confirmation through email. Even though 12 weeks have passed, I didn't get my meter reading corrected or gotten any response from them.  Vasan

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Chris_OVO
Community Moderator
C
Carbon Cutter*
CC89Carbon Cutter*
Posted in Switching suppliers and moving home
I'm new to OVO and need help creating an account

I have moved to a home which was supplied by OVO. I received a letter with my account number but when I try to set up My OVO, I get an error that my information is incorrect (I think I know what my birthdate is so not sure what OVO’s problem is).I have tried calling you - 45+ mins waiting time with no luck of speaking to one of your reps;  I tried chat - number 160 in the queue so maybe I’ll be able to speak to someone by 10pm this evening?; I would love to get back to my previous supplier once I sort this nonsense out, their customer service was brilliant. So please someone let me know how I can set up an account, I pay you for my first month and I leave you ASAP and go back to Octopus. 

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Ben_OVO
Community Moderator
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. 

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Blastoise186
Plan Zero Hero
S
Carbon Cutter***
Spuds_ownCarbon Cutter***
Posted in Switching suppliers and moving home
Switching from Octopus to OVO getting an error message about my meters

I am trying to switch to OVO from octopus as i am getting an EV and want to take advantage of the charge any time add on, I have SMETS2 metrers installed by octopus and currently have the Octopus GO tariff for off peak charging of my Hybrid.I consistantly get this message“Unfortunately, we can't give you a quote right now. We're currently unable to support your meter setup, but we're working on it and expect to offer quotes in 2025”It doesnt give me any other information about why i cant switch!!

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Abby_OVO
Community Manager
A
Carbon Cutter*
alisa imamCarbon Cutter*
Posted in Switching suppliers and moving home
Opening a New Energy Account Without Previous Tenant’s Debt

Hi I’m moving into a new house, and the previous tenant mentioned they have debt on the energy account, which they plan to retain and pay off through a payment plan.Can I open a new ovo account in my name without inheriting their debt?

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Ben_OVO
Community Moderator
L
New Member*
leewilsonNew Member*
Posted in Switching suppliers and moving home
Landlord who's tenant left an unpaid bill- How do I get OVO to accept I'm not liable

I had a tenant who left a rental property without paying the energy bill. As a landlord with a formal contract, one that states the tenant is responsible for all utility bills. Under current law, as a landlord I am not liable for any areas. How do i ensure Ovo accept this legal right?

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Nukecad
Plan Zero Hero
R
New Member***
richierichNew Member***
posted in Switching suppliers and moving home
Leaving OVO with old meter MPAN still attached to household

Morning All,As the topic says, can I switch to a different energy provider if I still have an old meter MPAN attached to my household? Long story short, we are all electric here and were on a Superdeal tarriff migrated from SSE due to using storage/underfloor heating in a 1970’s terraced house with a three rate radio switched meter.The new smart meter was installed in September 2024 and the old meter was removed. The new meter is sending reads to OVO as expected BUT all billing is on hold for the new meter and the old meter MPAN for the heating element of the old meter is still on the account when it should just be GONE like why is it still there!? I have contacted OVO about this more times than I have fingers for and its always the same old cock and ball story about it all being with the billing team and they have to review it and are aware blah! blah! blah! Same old thing!What is reaaallllly winding me up is that there is seemly NO TIMEFRAME in which the billing team can resolve this

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R
New Member***
M
New Member***
mushroom_pickerNew Member***
Posted in Switching suppliers and moving home
Moved into a new house, how do I sign up with OVO if they're not the supplier?

Hi there - I’m helping my Mum move house. She is currently a British Gas dual fuel customer, but we want to set her up with an OVO account in her new place. She moves on Tuesday 7th Jan. Is that possible, or are we best sticking with British Gas for the move and then switching after she has moved? Thank you in advance for your help. 

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Blastoise186
Plan Zero Hero
S
Carbon Cutter****
Steve107Carbon Cutter****
Posted in Switching suppliers and moving home
Charged a whole year supply for old address almost 2 years after I moved out

Hi everyone. I was with SSE at my old address, moved into my partner's March 2022 and we moved to a bigger house together in August 2022.New Tenants moved straight into my old house August 2022, I gave final meter readings over the phone as I've always done when I moved and thought nothing else of it.Then in February 2024 around (18) months after I moved out, OVO said I owed £1800 July 2022- March 2023, I sent them loads of evidence to show I wasn't living there at that time by showing full tenancy agreement at new address, estate agents confirming I was, driving licence at new address, Council tax letter, HMRC and doctors letters at new address, also Octopus confirming I was with them at that time at new address and proving someone else was living their at that time, yet OVO said none of this is proof and continued with debt collection LCS and Solicitor, my question is, is it normal that OVO do not accept any of the above as proof of address?

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Shads_OVO
Retired Moderator
A
Carbon Cutter*
andrewhydeCarbon Cutter*
Posted in Switching suppliers and moving home
Incorrect final bill and OVO won’t respond

I used Ovo while renting a home in Cambridge. I was paying the appropriate amount for the gas and electricity I was using. When moving away from the UK in June, Ovo posted a final bill saying I owed over £8,000 for the gas I used. Immediately working with customer service reps, it was very obvious to the Ovo reps that it was a mistake in their system and that they would fix it. I went through everything I paid Ovo during my time there, and calculated approximate gas and electricity. It’s very apparent that I have paid for my gas and electricity during my time there and the Ovo representatives agree when I spoken to on the phone.  Every time I speak with Ovo customer service, they tell me that someone is looking into my case and they will get back in 3-5 business days. The first time I was told this was back in June when the issue first happened. They will not reach out with ANY answer to the issue. I have called back several times and every time the representative will tell me they wil

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A
Carbon Cutter*
L
Carbon Cutter****
lookehCarbon Cutter****
Posted in Switching suppliers and moving home
New connection to outbuilding, separate account, separate meter

Looking for a bit of advice on how to proceed. I’m an existing dual fuel OVO customer. My garage is not connected to my house, I can’t share services between the two buildings.I have got National Grid coming to do a new feed install, they have given me the MPAN for me to get my supplier to put a meter on.I have followed the guides here about registering for a second account with the same email however it doesn’t allow me to do so, it just changes my password for my primary account. If I try and use the + feature in a gmail email I get the account creation email through but then can’t register because I don’t have an account number for this new account.I also can’t progress via the online system to book the install with the original or the new email as once I enter in my details it tells me I’m not eligible for a smart meter (because I already have a smart meter registered at that address - the existing home meter).I have spoken to the new connection team, the person I spoke to initiall

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TomThumb
Carbon Catcher**
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

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Abby_OVO
Community Manager

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