Switching suppliers and moving home

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 on our progress. The sun is setting on Radio-Teleswitched (RTS) meters UPDATE: July 2024 from Blastoise186 We have now released a new Forum Guide with the latest updates. Please feel free to read the rest of this thread first to know the full story, then head over to the thread linked below for the latest news. The original guide continues below. Original content below this line 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 types that may be known as Radio Teleswitch Meters (RTS Meter) or Dynamically Teleswitched Meter (DTS Meter), however they both work in a similar way. Alongside the electricity meter itself, a Radio Teleswitch device would also be installed and it’s this device which picks up the RTS signals and controls the time switching features on the meter. So are they smart meters? Well… Sort of… But not quite. The signal was only ever one-way and had no way for meters to send any kind of replies, while current smart meters can do two-way links. But you could say that they were a really early form of smart meter! Many RTS Meters could be updated with a single message, such as making changes to every time switch in a particular area all in one go. Smart Meters can only be updated individually and will ignore random broadcasts that don’t specifically target the meter directly, making them more secure. What are DTS/RTS Meters used for and why would I have one? These meters were mainly used for special tariffs such as Economy 7/Economy 10, HeatWise, WarmWise, Total Heat Total Control and Weathercall. Officially speaking, the tag line for them was “Using Radio transmissions to control tariffs and loads economically and reliably.” The purpose was to allow entire groups of meters to be switched in one go based on the appropriate tariffs. It also had the ability to be used for certain emergency scenarios as well. They were not used for single-rate tariffs. What kind of tariffs were these meters installed for? OVO has never offered or supported any legacy RTS/DTS Tariffs, but other suppliers have done so in the past. A full list is hard to locate, but here’s a few examples of known tariffs: Economy 7 (only if it’s a load controlled plan where an RTS Meter is installed) Economy 10 (only if it’s a load controlled plan where an RTS Meter is installed) Total Heat Total Control Weathercall HeatWise WarmWise Storage Heat Control White Meter Superdeal Flexiheat Comfort Plus Comfort Plus Control Twin Heat These tariffs sound like good deals, so why doesn’t OVO offer them? Well… Here’s the thing… They’re all legacy tariffs and RTS/DTS Meters are all legacy meter types which are no longer installed. On top of that, the RTS service is actually shutting down by the end of December 2023 and this would make it impossible to provide such tariffs without smart meters being used. Most of them are also not exactly great value for money either… It’s also worth noting that almost all such tariffs are closed to new customers (except the standard non-teleswitched Economy 7 which is definitely not going away!) and the suppliers which previously installed RTS/DTS Meters are ending support for them soon anyway. These meters are also on life support at this point, since the BBC has been trying to shutdown the BBC Radio 4 Longwave service since 2014! I’ve got an RTS/DTS Meter at the moment and it’s working fine. So what’s the problem? All of these meters are legacy types which are no longer installed by any supplier today. The shutdown of the RTS service would mean that the teleswitching features would completely stop working, which could in theory leave your electricity meter jammed on the last rate it was on before the signal died, prevent your heating/hot water from turning on properly or leave the heating/hot water jammed on 24/7. OVO’s Resident Smart Meter Expert (and that’s not me!) is working with the industry and Government to figure out a safe migration plan and keep the RTS Service running until all customers can be migrated off it. The signal will be turned off eventually, but only after alternative solutions have been implemented to ensure that your heating and hot water continue to work properly. In addition, many of these legacy meters are reaching end of life and the certifications are about to expire due to age. When this happens, suppliers are required to replace the meter as part of the terms of their licenses. There are still stocks of RTS Meters in the inventory that OVO and other suppliers have access to - but these stocks are reserved for existing installs only and will not be used for new installs. These stocks are intended to be used to help with maintenance of existing setups, such as replacing faulty RTS Meters. But I don’t want a smart meter and I’ve already made it clear that I wanted to opt-out! Can I have a non-smart meter instead? And why is my supplier not respecting my request? Due to the rules that suppliers have to follow, suppliers are only allowed to “override and bypass” a smart meter refusal in specific circumstances. They cannot bypass just because they want to try and meet targets or boost their stats. However, attempting to force an upgrade due to a meter fault, for safety reasons, end of life meters, expired certifications or for accuracy reasons are considered valid cases to bypass opt-outs. OVO has stated however, that they will not force a Smart Meter upgrade on a member who doesn’t want one. I’ve had confirmation that OVO is working with both the Citizens Advice Bureau and the Energy Ombudsman to help with discussing any concerns with members who decline an upgrade to see if there’s anything that can be done to resolve such concerns. They’re willing to discuss these with you for as long as you wish and you won’t be forced to make any decisions if you’re not ready. I’m no longer with the supplier that originally gave me the meter and I don’t have that kind of tariff anymore. What can I do? The good news is that your current supplier will be happy to sort you out and they’ll be in touch at some point. Parts of OVO Group did offer legacy tariffs or meters that relied on RTS/DTS, other suppliers did so back in the day. All suppliers have a duty of care to help customers migrate over to smart meters, and this includes OVO. Your current supplier will know if you’re affected and they’ll be best placed to assist. What will happen if I don’t get my meter replaced/upgraded? Impending doom is sure to follow and there’ll be no way to escape your fate! And you really don’t want to be trapped in a temple of doom with a 500 stone boulder chasing after you… What will actually happen is that your meter will stop working properly and it may mess up your bills pretty badly. If your heating and hot water are also controlled via RTS, it’s very likely that your house will turn into The North Pole or Sahara Desert… Not sure which one I’d prefer myself to be honest… OVO have advised that they’re working incredibly hard to make sure the RTS closure is only done when all customers impacted can get a suitable solution. So this is worst case scenario if nothing was done and OVO were negligent.. something they have no plans to be. Hold up! I’ve got Economy 7 and I’m with OVO?! What do I do? Firstly, please don’t panic, OVO has considered this possibility. Economy 7 tariffs are fully supported by all suppliers which provide them, including OVO and there’s no plans to change that. If you’ve got a smart meter in Economy 7 mode, you’re good to go and the RTS shutdown won’t affect you. However, if you are on Economy 7 or Economy 10 with any supplier and don’t have a smart meter, now might be a good time to consider getting a meter upgrade. I’ve got one of these legacy meters, but I moved to a single-rate tariff. Does this still affect me? Kind of. The good news is that it won’t hit you as hard, but you would still be affected to a degree. I’d recommend upgrading to a smart meter anyway to make sure your current meter doesn’t come back to haunt you later. Given that the meter is probably reaching end of life anyway and the certification is probably going to expire soon, my advice would be to say that you are affected. As a bonus, replacing your meter might even let you get rid of that second MPAN (Meter Point Administration Number) if your RTS setup currently has one. What will happen to my tariff? Good question! Your tariff will be set free into the wild where it can relax and enjoy the luxury of retirement, safely looked after by the best hospitality in the jungle… Meanwhile, a Dungeoneer will cast some magic that summons a much younger and more modern tariff to take its place, just for you. Spellcasting! R E F R E S H Or I wish I could say that! The exact answer will depend on your circumstances - OVO have advised that this totally depends on the RTS arrangement in place and where in the UK you may be... I hear there are challenges being faced with replacing RTS meters that are being worked upon. So I strongly recommend talking to your supplier about your options, or consider switching to a new supplier - you can sometimes get better deals by switching anyway. Just a heads up though. Once you switch away from a legacy tariff, you won’t be able to get it back. Please make sure to choose your options carefully. Or as Treguard used to say… The only way is onwards… There is no turning back. I’ve got another question that’s not covered? I’m still confused and need more help! Where can I go? Right here! These forums are the perfect place for getting help and advice like this, and we’d be more than happy to help you out. Feel free to create a new topic on the forums or reply to an existing one that’s similar and we’ll swoop into action.

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, assuming everything goes on time. My current supplier swears up and down that ovo should be able to switch me directly from my current tariff, they are adamant that I do not need to revert to a single rate tariff and that customers switch all the time and it’s against the energy supply rules to block my switch. I don’t think I’m being blocked as such, it’s just that the ovo computer setup doesn’t seem to have a rule for my case. As I say I’ve spoken to ovo a couple of times on the phone but no luck as yet. Is there any way I can move forward with a switch without reverting to expensive single rate tariff first?

After recovering my email account after a good while checking my inbox have received an email from Ovo Energy saying my latest bill opening date 26th February 2025 £3076.31 in debt and closing date 25 March 2025 £3140.89 in debt. I don't understand how or why I'm being sent this bill as I was with another company who i took with me to the new house in July 2019 i was on a payg meter and my company took over a week or so later and there was obviously no debt otherwise I would not of been able to change Energy Company and I had move out around 4/5 weeks being there because of being infested with rat's, then around 3 weeks in to being there the ceiling fell through from the bathroom that was the room above but my wonderful (Landlord) wouldn't fix ceiling or get pest control for rat's and because of my physical health I moved out and took my company with me to the new place and when I moved back to London a year later I closed my account with my Energy Company but now I'm worried about this and them trying to take legal action against me as I'm not sure if or where my paperwork is too prove I wasn't living there in the past 5 years.

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!

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?

Updated on 22/01/25 by Chris_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 Power SP Energy Networks Electricity North West Northern Power Grid UK Power Networks Taking opening meter readings Before contacting the current energy supplier of your new home, you’ll need to find out the meter reading on the day you moved in. We’d advise making a check of the meters one of the first things on your moving in checklist, that’s right even before getting started on unpacking. Your landlord or the previous homeowner should let you know where to find the meters. As the meter locations can vary wildly from home to home; a cobwebby cupboard under the stairs to a meter box attached to an exterior wall, it’s best to ask if you’re not sure to avoid a game of find-the-meter. Even if you find there’s a smart meter installed it’s always worth taking the reading manually, just in case. Having an accurate reading from the date you took on responsibility avoids the chance you’ll be charged for energy used before you moved in. Even better if you’re able to take a photo of the meter. Need any help taking a reading from your smart meter? Check out this guide to reading an OVO installed smart meter, or this guide to reading an L+G meter (got another smart meter installed? Comment below and we’ll help you figure it out). Researching the best plan As you’re not tied to the supplier that supplies the property when you first moved in, it might be worth checking the current plans on offer by all suppliers to help you decide which is the best option for you. You can check the current plans available with OVO here. As you’ve just moved in you might not have accurate annual consumption figures so it’s worth bearing in mind we’d use the average consumption figures for your type of property when calculating the recommended Direct Debit amount. You can find out the exact annual consumption figures your quote is based on by clicking on each fuel under the ‘Tariff Information Label’. When checking the plans offered by other suppliers, we’d recommend using the same consumption figures to enable you to make a fair comparison of what’s on offer. Setting up an OVO account Decided to fix in to an OVO plan or switch to another supplier? Either way we’ll need to set you up an OVO account. Even if you’re planning a next day switch, setting up an account with OVO can help the switch progress smoothly and be sure you’ll receive an accurate statement covering the time between your move-in and your switch away. If your new home is supplied by OVO, you can call our Support Team on 0330 303 5063, we’re open Monday- Friday 9am to 5pm. Or, if you’d prefer to do it all online you can sign up here . Once you put in your new address details the website will recognise we already supply your new home and give you a quote based on the usage figures we have for the property. Managing your account online Once you’ve received that ‘Welcome’ pack, head on over here to log in to your sparkling new OVO online account. The same great online features are also available on the OVO app (download for Android or iOS). First things first, you’ll need to request a password reset email, you can do this by clicking ‘first time logging in’. You should then receive an email to your registered email address (don’t forget to check that pesky junk folder). Click on the link in the email to get a password setup - be quick though the link will expire in 30 minutes. Password set? You’re in. You might want to head on over to the ‘Meter Reading’ menu option first, This will allow you to check the last reading we received from your smart meter (if you’ve got one) or register the opening meter reading if required. There’s plenty of great actions you can now take yourself online, from checking your payments and usage to reviewing the details of your plan. Need more help finding your way around? - Check out our great online account tutorial collection. Need any extra help? We’re hoping we’ve pretty much covered the basics in terms of getting set-up. Got any more questions on getting to grips with your new account? You’ve come to the best place. Check out this guide on how to use this community to get the help and support you might need, we’re always happy to help, Just sorry we can’t help unpack! OVO member but not got a smart meter yet? - Book today! Interested but not yet an OVO member? - Check out our plans!

Hello everyone, WITHOUT PREJUDICE I 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 consumer. Despite my numerous attempts to resolve the issue, including seeking assistance from the Ombudsman Services , the situation remains unresolved, causing immense stress in my life. To make matters worse, I recently received a new bill from OVO Energy that not only contradicts the Ombudsman Services' decision in my favour but also violates Ofgem's Standard Licence Condition (SLC) 21 BA, that explicitly prohibits charging customers for energy usage beyond 12 months if accurate billing or a statement of account was not provided within that timeframe. This blatant disregard for regulatory guidelines is deeply concerning and highlights the bullying tactics employed by OVO Energy. In an effort to bring about a resolution and hold OVO Energy accountable for their actions, I have been forced to write a letter threatening legal action. It is disheartening that it has come to this point, as I believe that customer satisfaction and fair treatment should be the cornerstone of any reputable company's values. I write this warning to potential customers, urging you to think twice before entrusting your energy needs to OVO Energy. My experience serves as a stark reminder of the potential consequences of dealing with a company that exhibits such a callous disregard for customer well-being and regulatory compliance. If you are currently considering OVO Energy as your energy provider, I implore you to carefully weigh the risks involved. Conduct thorough research, read customer reviews, and consider alternative options that prioritise customer satisfaction and uphold ethical business practices. I sincerely hope that no one else will have to endure the distress and hardship that I have faced due to OVO Energy's bullying tactics. By raising awareness, we can collectively demand better treatment from companies and hold them accountable for their actions. Thank you for taking the time to read my warning. Let us stand together against such unethical practices and support each other in seeking justice and fair treatment. Warm regards … Jaber

Hello I 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.

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.

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?

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?

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?

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.

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 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.

Hi All, I recently moved into a new house at the beginning of March and have received a bill from OVO 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.

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!!

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?

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?

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 all and we’re essentially being told to sit tight and it will all work itself out in the end….but in the meantime I’m left with a mass of credit on my account and all my bills being estimated. The tin hat on it all is that I can’t use the smartphone app to monitor/manage my account due to the meter setup being complicated (when it shouldn’t be due to that old MPAN still being stuck to us!!). Opened up a live chat today to check in on it all again for the hundredth time and chat got closed by the advisor before I could finish responding….surely the advisor could see I was still typing!?! So yeah, just sick of being passed off each time and really considering leaving, but just wanted to query the above with people who are more in the know as I feel like I am getting nowhere on live chat and can feel my blood boiling more and more 😤

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.

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?

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 will have someone look into it and I will get a response to my case. The only response I have received is more automated emails saying I owe £8,000 and if I don’t pay they will reach out to a debt collector. It truly feels that Ovo is trying to steal money from me through lack of response to an issue they created. I do not know how to handle the situation as nobody in customer service ever seems to get anyone to look at my case. Can someone from Ovo please respond to my case?? Has anyone dealt with a similar issue, and what other means can I use to get it resolved?? I no longer live in the UK which makes contacting Ovo even more difficult.

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 initially had issues but after a short peroid on hold told me she would fill out a new connection form for me and gave me a timeline of 12-28 working days. That was done earlier today apparently, and I’m due an email which I haven’t received yet. What I’m looking for is some feedback that everything is actually in hand because as of right now I have no reference to the new meter and no method of tracking the order/request.I’d also like further guidance on how I can get this 3rd meter added to my existing account (or at least a second account registered to the same email). On my call with OVO earlier there was no discussion of tariffs or anything, does that come later? All in all a little confusing for what I thought was a simple request - “I have a new feed in my garage, please put a meter on it.”

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