Switching suppliers and moving home
The latest advice on joining us (or leaving us), moving house, and erroneous transfers
- 194 Topic threads
- 4,569 Comments
194 Topic threads
Does OVO return security depisits? 5 months and counting...
Hi OVO community 👋 When I joined OVO I did not have any credit history for experian to pull a credit score on. This meant that I was asked to provide a £530 security deposit.I then found out that the only way for me to see that money again was to close my account and find another supplier. I did this with my final bill sent 19th of December and paid for.Over 5 months later, I have not received any information from their team about the status or timeline to expect the deposit to be returned. I have called many times throughout the months to parse out information from the customer support team but most of them are not familiar with returnig security deposits. They did mention that after the account is closed it goes to a payments team to review if there are any charges outstanding. It's important to stress that my account was with OVO for only 14 months and every bill was paid on time through direct debit. This should be a fairly simple thing to review. I have lodged a complaint but tha
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.
Cancelling Switch to Another Provider
I recently decided to switch frm OVO to Octopus. After seeing their online account system (app) I decided that te OVO system was much clearer and concise and decided to cancel the switch. I informed both parties. Now I can’t get any sense from either of them - Octopus told me to inform OVO - OVO say they can’t do anything their end! So I’m in Limbo. Any advice to get this sorted would be very gratefully received. I am still within the cooling off period. Thanks.
Moving from SSE to OVO - when can I access my OVO online account?F.A.Q.
Updated on 07/02/23 by Emmanuelle_OVO 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. SSE, OVO and your online account Quick and easy to activate, an online account makes managing and paying for energy simple. Once the move to OVO is complete, we’ll get in touch to let customers know they can set up their online account. You can activate your account by entering your email address here.If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password. Do OVO have an app? Yes we do! Our app is available for Android and IOS devices. It’s rated 4.7* on the Apple Store and 4.4* on the Google Play Store.You can download it from the Apple Store here, or Google Play here. What can I do on the OVO app? The OVO app is the easiest way to manage your energy on the go. You can use it for thin
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.
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
I'm with SSE - how do I know if I've moved to OVO Energy?F.A.Q.
Updated on 14/04/22 by Jess_OVO Joining the OVO family - What to expect If you’re with SSE for your energy, over time, we’ll be moving your account to OVO. All of us are working hard to make the move as smooth as possible, and you will be updated every step of the way. But in the meantime, here’s what you can expect:While SSE is preparing to move your account, you’ll get a letter or an email to let you know. It will include all the important details about what to expect from the move. You may have even received this already, and if you haven’t you don’t need to do anything -- SSE will be in touch when it’s time.When your move has started, if you have an SSE online account, you’ll see a message confirming this when you log in. Once you’ve moved, we’ll confirm it in your final SSE bill, which will also have key information about your new OVO Energy account.OVO will be in touch to welcome you and tell you everything you need to know. If you've got an SSE online account and you log in, yo
What is an Erroneous Transfer (ET)?F.A.Q.
Updated on 11/04/22 by Jess_OVO Why have you let me know I’m leaving OVO when I didn’t request to switch? Sometimes we receive a request for us to switch your supply away from us in error. Whilst it’s quite rare there’s a few reasons this may have happened,Human error - someone may have entered your address details accidentally when applying for a genuine switch Fraud - very occasionally fraudsters may use your details to apply for an energy switch (if the details held by the other supplier match your details it might be worth contacting your bank and checking your internet security procedures) Mistake in your address listing on the national database - If way your address is listed is unclear or incorrect this can cause issues switching. Check out this topic for more advice in getting this corrected. How do I stop the switch taking place? If you receive an unexpected leaving email, contact our Support Team to let us know you don’t want to go. They can put a stop to the impending switch
Moved from Boost PAYG to OVO pay monthly credit meters, but not got an OVO account yet?
Hi, I moved into a new property in June that had PAYG Boost meters. An OVO engineer swapped these to credit/smart meters on the 1st August. I’ve not been set up an account yet and wondered how long it will take? The 3 people I’ve spoken to have not been able to help.I used to have an OVO account at my old property and wondered if that was hindering the process.I just want to get the billing set up, so I don’t end up with a huge bill after a few months of not paying.
If I join OVO can I pay on receipt of bill or do I have to pay by Direct Debit?
SHOULD I DECIDE TO JOIN OVO, CAN I ONLY PAY FOR THE AMOUNT OF ENERGY I HAVE USED EACH MONTH? OR DO I HAVE TO PAY A LARGE AMOUNT EACH MONTH BY DIRECT DEBIT. IF THE LATTER THEN I WILL STAY WITH MY PRESENT SUPPLIER. THANK YOU
3 phase meter
I have very nearly finished building a new house with ASHP and 7.8kw of solar with a 3 phase supply as required by National Grid locally. We move in on the 16thJune and now need to commission all the systems. As an existing SSE customer at the new house I need to now change to a 3phase smart meter but told until we move to OVO it cannot be done. Who do I speak to, to order a meter change and install NOW. Hopefully easy to to but little time to spend on the phone to SSE for no actual progress.
Meter Reading Disputes - What are they?F.A.Q.
Updated on 11/04/22 by Jess_OVO Switching suppliers can seem complicated so we’ve explained the full switching process on this great guide. Once you’ve made the decision to switch, the next important thing to remember is to submit some opening meter readings when your new supplier asks. If that new supplier is OVO you can submit these on your online account or OVO app (download for Android or iOS). You may be wondering, what happens if you forget to submit the meter readings in time? As with your monthly summary, if we haven’t received an opening meter reading (either submitted manually or sent automatically by your smart meter) we’ll use an estimated reading. This estimated reading will be based on the history of your meter readings held by the energy industry and will be agreed with your previous supplier to use on your final statement with them.If it’s been a while since you’ve submitted readings to a previous supplier, you might notice that the opening reading doesn’t line up to
Moving from SSE to OVO - Will I be able to pay my bill the same way I did with SSE?F.A.Q.
Updated on 05/08/22 by Tim_OVO How to pay for your energy after moving to OVO Energy Will you be able to pay your bill the same way you did with SSE? The simple answer is, yes!If you paid by Direct Debit when you were with SSE, we’ll move it over and you can keep on paying the same way. The only difference is that, instead of separate Direct Debits coming out of your bank account for gas and electricity, we’ll combine them into one easy payment.If you paid for your energy in arrears (On Demand) then you can keep paying by bank transfer, cheque, or by topping up your balance in your online account. Take a look at this handy guide for information about how to pay your bill.You can activate your online account by entering your email address here. If you hadn’t registered an email address with SSE, we’ll ask you to confirm a few more details before you set your password. Here you'll be able to manage your Direct Debit, or pay your bill and set up a Direct Debit if you paid On Demand with S
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..
Just joined OVO. Being charged £136 before I arrive at the house?
My billing period is 19 May – 18 Jun 2023. Current charge is zero.I’m paying £136.00 on the 19th of each month. I arrive at the house on May 22nd. Does anybody know why I am being charged £136 tomorrow considering my billing period started in May 19? Is this normal?
Radio teleswitch (RTS) shutdown sunset FAQF.A.Q.
Updated on 18/02/22 by Blastoise186 and Jess_OVO 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 Radio Teleswitch Meter? These are legacy meter t
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?
Switched to OVO recently- Delayed Charge Anytime
I moved over on the 19th April and I'm still waiting for octupus to pass on my meter details, so I still can't use the charge anytime. I will definitely consider this before I switch again as this is costing me an extra £50 per week and if it's not sorted within a couple of weeks then the switch will end up costing more than remaining on Octupus Intelligent. Has anyone any recommendations for speeding up the process, I've emailed Ovo pictures of my meters.
I switched over 6 weeks ago - Why have OVO not sent my meter readings to my previous supplier yet?
What is going on??? Its been well over 6 weeks and Ebico tell me that OVO have not sent my final meter readings. Why is this? I’ve emailed OVO as well and I’ve had no response. This needs to be resolved asap. Absolutely ridiculous that I can’t seem to get a straight answer from you guys. You obviously have my meter readings and you’ve been taking money out of my account without issue. So what is the problem? What information do you need from me to get Ebico my final meter readings????????
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!
2 meters with 2 MPANs- can I switch to OVO?
I'm looking to change suppliers and Ovo is definitely high on the list.However I am told we are a bit unusual, we have two meters, one to do the cheap nighttime electricity, and one to do the day rate, so that means two MPAN numbers etc.Is this something Ovo can accommodate? I had another supplier tell me they could but it would mean two standing charges, which is definitely something we don't currently pay to one of the big suppliers.
My account is moving from SSE to OVO - Why can't I activate my OVO online account?
I have moved over from Southern Electric to OVO and am trying to activate my account - I get a link to set my password but when I try and activate I keep getting the following:- Set your passwordYour password reset link is invalid or expired.Request another password reset Help please!
Why did I notice a large jump in my usage and account balance when it was moved from SSE to OVO?
Hi all, I was recently prompted to move from SSE’s payment portal to that of OVO.Before shifting to OVO, I had a credit balance on my SSE account. All of a sudden, OVO’s account reflected a “Today's balance” of “£2,301.25 in debit”, with the absurd reading of 7703kWh electric consumption a day. For reference, I have a smart meter so I do not have to enter anything manually. I don’t have the intellect of Sir Isaac Newton but certainly that is astronomical compared to any average household, yet alone mine. I have attached screenshots in this post. Can someone explain to me what is going on? How on earth did a credit in an SSE account transfer to a £2,301.25 debit in a OVO account.
New to creating a topic?
The OVO Forum is powered by volunteers. Here are their top tips:
- Looking to get help from OVO? Contact our Support team here
- Search existing topics and check the Community rules before posting
- Please be respectful to others. Our members are other customers like you.
Need advice from other members?
Ask your question to our members - they have the experience you're looking for:Ask our community
Already have an account? Login
Log in to the OVO Forum
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.