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Switching suppliers and moving home

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

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News

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

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Tutorial

Moving into a home that OVO supplies - A Guide

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Tutorial

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

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119 Topic threads
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.

7
Chris_OVO
Community Moderator
13 hours ago
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.

21
D
New Member*
10 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

22
G
Carbon Cutter*
8 days 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 14/06/24 by Shads_OVO Update on RTS shutdown: As part of the RTS Project development, we are really happy to share with you our progress: As you may be aware, the RTS signal that instructs some of our meters when to move to the “Off Peak Period”  will be closing down soon and we need to arrange for all of our RTS customers to have a meter exchange so they don’t lose any of their meter functionality. The RTS signal will end for our customers on 30 June 2025. The period between 1 July - 30 September 2025 will then be used to close-down the RTS signal and allow us to manage any unexpected customers impacted. After a very successful pilot, from the 17th June 2024 we will begin writing to our Economy 10 RTS customers to invite them to call us to arrange for their meter exchange.  We are continuing to work at pace to enable the same solution for the majority of our other RTS customers and our aim is to begin writing to these customers in Aug 2024.  We will continue to update you o

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A
8 days ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home
Moving into a home that OVO supplies - A GuideTutorial

Updated on 20/06/24 by Shads_OVO Your guide to setting up an account after a home move Just moved home? Welcome to the new pad!   Finding out the current energy supplier So it might not be the first thing on your to-do list when you're packing up and moving into a new place - but before you make a start on the unpacking it’s always best to find out who’s supplying the energy. You might have found out that’s us through the letting agency or previous homeowners. Or you might see a nice ‘Welcome’ letter from OVO waiting for you when you move in. But if you’re not quite sure and want to get a head start on finding out, use this online tool to find out your gas supplier. To find out who supplies your electricity will depend on who is your Distribution Network Operator (DNO). You can locate who your DNO is using this map - And then find out your supplier using the online tool provided by your local DNO below: Western PowerSP Energy NetworksElectricity North WestNorthern Power GridUK Power Ne

870948
A
Carbon Cutter*
23 days ago
A
Carbon Cutter****
ADicksonCarbon Cutter****
Posted in Switching suppliers and moving home
Erroneous Transfer again and now a Meter Reading Dispute!

Massive deja vu. A year ago there was an Erroneous Transfer on my account - assuming the meters got mixed up due to being in a flat (though don’t know for sure, as it was never explained).  It took months of sorting, back and forth and me finally going to the ombudsman to sort out. Now almost exactly a year later it’s happened again! Whilst waiting for the supply to be returned (or not, who knows what OVO will do this time), I get an email that there is a ‘Meter Reading Dispute’ - well of course there will be, there’s an erroneous transfer taking place. Why does another department in OVO not know what’s going on?How do I stop this from happening?  Is there anything I can proactively do?  Mand 

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A
Carbon Cutter****
15 days 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.

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Shads_OVO
Community Moderator
16 days ago
C
New Member***
caggymccNew Member***
Posted in Switching suppliers and moving home
Erroneous transfer

I have received an email saying i was switching supplier. I didn't ask for this, spoke to an agent who said it was an error and but to worry, only to receive an email today telling my final balance and I had let them know I had moved out of my property which I didn't and haven't! Another call later and it is now saying I'm in debt and I'm leaving on Thursday, how do I stop this or even find out why it's happened, and can they leave me without gas? Thanks

2
Shads_OVO
Community Moderator
16 days ago
A
New Member**
alanfletcherNew Member**
Posted in Switching suppliers and moving home
Closing account without new supplier?

Hi Guys,Hope someone can help with this. I need to close the account of my elderly mother who has moved into a care home.Looking at the help pages it looks as if closing accounts is based on receiving meter reading from a new supplier. What if you simply need to close the account and there is no new supplier?I cant find an option on the website to simply close the account.

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Shads_OVO
Community Moderator
18 days ago
C
New Member**
CarolineBirdNew Member**
Posted in Switching suppliers and moving home
Why have OVO raised an objection (blocked) my switch to another supplier?

Good morning, please could you let me know why Ovo have objected to the following supply transfer to TGP -  I have sent emails but I have not received any replies to date

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K
Carbon Cutter*
1 month ago
W
Carbon Cutter*
WalphelpsCarbon Cutter*
Posted in Switching suppliers and moving home
New Home with THTC - how can I get support dealing with changing the meter and tariff?

We have just bought a new home in the Highlands and it has THTC supplied by OVO ( previously SSE I believe). For some reason that I don't  fully understand it has 3 meters. One standard and two for the THTC.When I contacted OVO to set up my account they were adamant that there was only the standard meter and could only offer me a standard tariff with one rate. So no benefit for the storage heating etc wired up to the THTC.When I signed in to my account it is showing 2 meters the standard and one of the THTC one but all still on the same tariff.I checked with the previous owner and he supplied OVO with 3 meter readings when he left. He also said that OVO were due to change the meters but had failed to make an appointment.My questions are1. How do I get OVO to acknowledge there is a third meter here?2. Shouldn't OVO be offering a tariff for the HTHC set up.3. Can I switch to another supplier with the current set up to get a suitable tariff?4 How do I progress the meter changes and will t

22
Blastoise186
Plan Zero Hero
1 month ago
P
New Member*
petere101New Member*
Posted in Switching suppliers and moving home
Switching to OVO Australia

Is OVO going to be available to Ausgrid consumers in Sydney NSW any time soon?

1
Nukecad
Plan Zero Hero
1 month ago
T
Carbon Cutter***
TheHollywoodStrollerCarbon Cutter***
Posted in Switching suppliers and moving home
Can I switch my electricity to another supplier, and keep my gas with OVO?

Hi,I am currently on the 1 year fixed loyalty contract for both gas and electricity, having been with OVO for around 4 years prior.I am looking into possibly leaving to go to another provider, for cheaper rates relating to EV cars…Can i remain with OVO on just my Gas contract , or do i need to pay to leave both Gas and Electricity?It just says £75 to leave under each, so i assume i can leave just one, ie electricity and pay £75 and not £150 for both...ThanksTHS

2
Emmanuelle_OVO
Community Manager
2 months 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. 

34
T
Carbon Cutter*
2 months 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.

186
U
Carbon Cutter**
2 months ago
H
New Member**
HollyNew Member**
Posted in Switching suppliers and moving home
Moving into a new property - how do I get access to the online account?

Hi, I spoke to someone on the phone two days ago and set up a direct debit and chose a pay monthly option for my new home. I was told I would receive a confirmation email to set up my account online and review what I signed up but I still haven't got this and it's been two days. Please could you tell me when you will send the confirmation email so I can set up an account online? I want to do this before my direct debit comes out so I can check it's all accurate and give most up to date meter readings. Thank you 

13
L
New Member*
3 months 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

114
R
New Member*
3 months 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

11
S
Carbon Cutter***
2 months 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.

34
Shads_OVO
Community Moderator
3 months ago
C
Carbon Cutter*
chengyukchenCarbon Cutter*
Posted in Switching suppliers and moving home
Incomplete switch/transfer - what can I do if I'm being charged by 2 suppliers for gas at the same time?

I applied online OVO website to transfer BOTH my electricity and gas from my previous supplier to OVO.After transfer/switch date I assumed everything to be fine. However logging into OVO website to check my account was still in “pending setup” stage.After 2-3 weeks I wanted to confirm my switch was successful. However my previous supplier says they are still supplying my GAS.After speaking with OVO online chat they finally activated my online account (because I was in credit with the direct debit on the first day of switch).Now I see that I am being charged by OVO GAS standing charge. I am also being charged GAS by my previous supplier.Is this right? How can OVO charge me GAS if they are not supplying me GAS? Also, at no point was I informed of any problems by both suppliers.

13
J
Carbon Cutter*
4 months ago
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?

4
E
New Member***
4 months 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 16/09/24 by Shads_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 away! 

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T
Carbon Cutter**
4 months 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
Chris_OVO
Community Moderator
5 months 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
5 months 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**
5 months ago

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