Switching suppliers and moving home

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

  • 106 Topic threads
  • 1,805 Comments
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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106 Topic threads

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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.

21
Jeffus
Plan Zero Hero
5 hours ago
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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C
New Member**
13 days ago
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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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New Member*
11 days ago
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Carbon Cutter***
GrownHandbagCarbon Cutter***
Posted in Switching suppliers and moving home

Gas meter - 3rd fitting appointment missed

We’ve installed a new gas pipe and now we’re trying to get ovo to fit a meter. They failed to attend on 19 October, 13 November and 14 November. I asked for an emergency appointment on morning of 14 November which they gave me. But they didn’t show so I called back and they say they can’t do an emergency appointment for a new meter. The next available appointment is in January but we can’t book until they open tomorrow.  We’ve paid our plumber £3400 for a new boiler and half his fee. He booked out next week to do the work. We are on oil now but there’s a minimum order amount of 500 litres which would be £400 plus the costs to remove any oil left in the tank. We have very little oil left and have been purchasing it for double the price in 5 litre tanks.  Ive complained to ovo using the CAB letter template. By this ovo should have to sort it out by 14 December.  we’ve been trying to get on the gas system since April. It’s been a nightmare. What can we do? ovo told me to call cadent to fi

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Emmanuelle_OVO
Community Manager
2 days ago
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Carbon Cutter*
mcpolandCarbon Cutter*
Posted in Switching suppliers and moving home

Account closed then demand for money 6 months later!?

I moved house in March 2022, and sent photos of meter readings (twice) to close my account.  My account was in credit and for no reason given, Ovo was not able to process this until late May 2022.   Suddenly, in June 2022 I received an email saying there was a “meter reading dispute” but again, no information given.  I don’t see how there could be a dispute when I sent photos of the meter.  I assumed this was a mistake and didn’t reply.  In September 2022 I got a demand for money, for a property that I hadn’t lived in for 6 months and since then have had demands for money, now threatening debt collectorsI opened a complaint on 13th June 2023 to ask for this to be resolved, and have had no response apart from a further demand for money today (17th July) so clearly the complaints process is not workingHow can I get Ovo to address this ?

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Jeffus
Plan Zero Hero
4 days ago
M
New Member***
ManicheatherNew Member***
Posted in Switching suppliers and moving home

New home supplied by Boost but wish to change to Direct Debit, is this an option?

Hi there I have just picked up the keys to my new house and the vendors advised me that the gas & electricity are both provided by OVO. A smart meter is installed and payment is by way of PAYG using separate top-up cards. I am eager to change the payment method to Direct Debit. How can I go about this? I can't find any details on the OVO website and an email to customer services has been met with a particularly unhelpful response suggesting that they can't offer any advice because my email address isn't registered with them. Thanks

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Carbon Cutter*
18 days ago
C
Carbon Cutter*
Chrisjonescov
Posted in Switching suppliers and moving home

Debit on the account after the final bill and refund has been received after moving - why?

Sold our house and informed OVO via the website that we were moving in March 2023.Took final readings on move out day and received a final bill and statement a couple of weeks later. Stated that our account was in credit and we would receive a refund, which we did so all good we thought.Decided to switch to OVO at our new property and so set up a new account (apparently we could not just switch to a new address, had to totally close previous account and start a new one). That seemed to go well too.Only thing was, we had 2 accounts showing when we logged in.Kept phoning customer services to ask for previous to be removed.Then checked the old account and was astounded to discover that it said we were £180 in DEBIT. Lots of calls to customer services later, an account manager sent an email stating that the difference was because the final bill was done from estimated readings and the new balance was from actual readings received 3 days later.Fair enough, but in those 3 days the accounts d

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juliamc
Plan Zero Hero
9 days ago
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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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Jeffus
Plan Zero Hero
9 days ago
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?

56
E
Carbon Cutter**
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home

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

Updated on 31/08/23 by Emmanuelle_OVO A Guide to joining OVO Energy Pick a Plan and start the switch - where it all begins So your energy plan is coming to an end and you’re looking for a new energy supplier. Maybe a switch to OVO is right for you. Decided you’re ready to join us on a journey to Plan Zero?  First place to head is our Quote and Switch site. Here, you can check the prices we offer on our range of plans and get a monthly Direct Debit quote. We’d really recommend finding out your annual usage figures from your current supplier and adding these under Do you know how much energy you use? Exact appearance may vary. Don’t worry if you don’t have the exact figures as we can base your quote on average usage for your size of home. Then it’s just a matter of choosing which plan suits you best. You can see more details about the unit rates and standing charges on each plan by selecting “Tariff Information Label” Exact appearance may vary  We’ll just need some details, then you’re a

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New Member*
25 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 24/10/23 by Emmanuelle_OVO The Radio Teleswich System shutdown is now due April 2024 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 R

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Carbon Cutter*****
16 days ago
A
New Member**
Alysha01New Member**
Posted in Switching suppliers and moving home

How long do I have to pay my final bill?

Hi, I am due to move in 4 weeks and I’ll submit a final meter reading on the day we move to close my account and produce a final bill. How long after you receive your final bill do you have to pay your outstanding balance as I have in debt.  Is it 28 days?

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Emmanuelle_OVO
Community Manager
17 days 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?

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L
Carbon Cutter**
1 month ago
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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A
Carbon Cutter*****
1 month ago
D
New Member***
Disgruntled house moverNew Member***
Posted in Switching suppliers and moving home

Why has my final bill charged me beyond my move-out date?

I moved out of my house recently, I provided final meter readings on line and rang and spoke to a OVO employee to confirm that we moved out on the date of the final meter readings. Why does my final bill include several days after the date of moving?

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Y
Carbon Cutter*
1 month 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.

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Carbon Cutter*
1 month ago
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New Member***
burtis123New Member***
Posted in Switching suppliers and moving home

Why has the existing energy supplier of my new house objected to switching me OVO? - I don't have a contract with them!

[img]https://uploads-eu-west-1.insided.com/ovo-en/attachment/f4c2250c-cace-4a37-8eeb-4f877c72c26e.png[/img] Hello there, I've just purchased a new house and I'm trying to join OVO. I keep getting emails from OVO about a objection. This is from the existing energy provider which I do not have a contact with nore do I even know which company it is. Can someone from OVO give me a call and confirm the existing energy provider + contact details? Thanks, Jack

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D
Carbon Cutter*
1 month 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 12/09/23 by Emmanuelle_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 Pow

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Carbon Cutter*
1 month ago
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Carbon Cutter****
PollowickCarbon Cutter****
Posted in Switching suppliers and moving home

Why do OVO keep texting me asking for meter readings?

 Why do OVO send nuisance text messages? I am on quarterly billing - so every 91/92 days a bill should be sent after a meter reader has attended - although since OVO took on SSE customers, I have NOT seen one although the standing charge is supposed to cover the cost of those visit. After about 60 days from when the last bill was sent,  I start getting text messages demanding a reading - what is the point of that when it is not due for another month? Also,   why do SSE believe they have permission to contact me by SMS when I have not given permission or provided my number to them or previously SSE for this purpose? And why do OVO send the messages from a number I cannot reply to? Perhaps one of te OVO staff would like to answer all of these points.

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H
Carbon Cutter*
1 month ago
D
New Member***
douglas82New Member***
Posted in Switching suppliers and moving home

Where's my final refund?

  since last November been trying to get refund since switching . and DESPITE UMPTEEN PHONE CALLS no one has sorted out my rebate. you were happy to take my money but not happy to payback whats owed. I would like some extra compensation now. you have 7 days to respond otherwise I will have to take legal action  

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Carbon Cutter**
1 month ago
O
Carbon Cutter****
Ovouser777Carbon Cutter****
posted in Switching suppliers and moving home

If anyone from OVO is actually listening

Please can someone explain why despite the best endeavours of a senior complaints resolution handler, OVO is unable to get my smart meter working correctly. Having been promised a smart meter with E7 functionality to replace my previous dual meter (with E10 rates) and having received a new agreement showing dual rates the smart meter fitted 27 days ago on Aug 31st is still only showing a single rate and the the 5th port is not switching on during the off peak hours. This means I cannot use my storage heaters and have to rely on using conventional heaters at the more expensive standard rate.In essence OVO have taken away one of my services and failed to replace it. (Not to mention the fact that my circumstances should class me as vulnerable).

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Emmanuelle_OVO
Community Manager
1 month ago
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Carbon Cutter*
Srd02601Carbon Cutter*
Posted in Switching suppliers and moving home

My neighbour put my address for their OVO account, and now I've got no power - what can I do?

I live in a block of six flats. A lot our now rented out by landlords on shorter term rentals (6 months). So inevitably there are considerable changeovers with tenants. Somehow, one of them has changed provider, but OVO have instead got the flats mixed up.  The former tenants downstairs had used my flat address. But I never recieved any notification from OVO.Somewhere along  the line they had stopped my direct debit, but I still had power. I never noticed this as I have been paying by DD  for years. This only came to light yesterday when they cut the power completely for an unpaid gas bill. I DO NOT HAVE GAS!!!!! Spent two hours on the phone to their helpline, but they just were not helpful. They ended up putting me through to Boost energy, who said my meter nos did not exist. I had to hang up as I was getting upset. Where do I go from here?????

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Emmanuelle_OVO
Community Manager
1 month ago
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New Member**
ttbyellowbellyNew Member**
Posted in Switching suppliers and moving home

Why can't landlords advise you of new tenants online?

It’s very frustrating contacting OVO to inform of changes to tenancies - it takes so long.  Why isn’t your website capable of accepting these changes?  Is it really necessary for me to spend the best part of an hour listening to music whilst on hold, just to tell you a few dates and details which I could easily do online?In this day and age I think it wise to update your systems, making it easier to inform you of changes.  Stating that you need to talk to a customer before you set up an account or alter details seems a little unique when other companies do not.

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P
New Member*
2 months ago
P
New Member**
PdidiNew Member**
Posted in Switching suppliers and moving home

Wrong billing after switching to OVO

I switched to OVO in January, Between  January to June I had apparently used £2500+ worth of electricity.  An engineer came to check my smart meter in June because the smart meter was not sending any reading. The smart meter was fixed and started sending meter readings. I was told the readings will get backdated and the adjustment will be made to my billings. That has still not happened. I made an official complaint to complaints@ovoenergy.com on the 1st of August with evidence of what I have actually been spending since the beginning of the year. I called the customer service to start a case to resolve this.  I have still not gotten any kind of response.What else can I do to get a response because this is annoying

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A
Carbon Cutter*
2 months ago
C
New Member***
ChiaraNew Member***
Posted in Switching suppliers and moving home

I'm moving out - When should I submit my final readings?

Hello, I’m moving home in a month and won’t be responsible for utilities anymore, therefore I’m closing my OVO account. I’m required to submit final meter readings but it is unclear when -Should I submit my meter readings today or on the day I move out?Also, how long after I move out/close my OVO account can I cancel my direct debit? Many thanks! 

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C
New Member***
2 months ago

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