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A
Rank 4
ALH
Rank 4
June 7, 2023
Solved

Can I cancel a switch to another provider?

  • June 7, 2023
  • 34 replies
  • 3925 views

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.

 

Best answer by Emmanuelle_OVO

Updated on 22/07/26 by Abby_OVO

Hey ​​​​@ALH,

 

You get a 14 day cooling off period when you sign up to a new supplier, this starts from the day you sign up and allows you to cool-off and change your mind about the switch as long as you inform us within the 14 days. .

With Faster Switching, this now allows us to complete a switch within 1 working day, you should be successfully switched to us and still be within their cooling off period.

 

What if I changes my mind?

 

If you change your mind before the cut-off (5pm on the day before Supply Start Date)

 

If you change your mind before the cut-off, 5pm on day before SSD, then you can still cancel the switch and remain with your current supplier.

 

After the cut-off

 

If you change your mind after the cut-off, then you can no longer cancel the switch to us. Instead you’ll have 3 options:

  1. Revert to your previous supplier and retain the tariff you were on previously (suppliers have to keep this offer open for at least 16 days after a loss).
    • To do this you’ll need to contact your previous supplier directly
  2. Switch away to another supplier without any penalty. You can even choose to switch to their previous supplier on a different tariff if they like.
    • To do this you must sign up with a new supplier directly/via a broker

      Note: In this scenario you will be charged for the usage and standing charge whilst you are with us - but NOT exit fees.

  3. Stay with the new supplier, but alter the tariff to an alternative that's available within the cool off period. You won't be charged any exit or tariff hopping fees if you choose to do this.
    • To do this you’ll need to contact the current supplier.

 

 

 

Really hope this helps, keep us posted with how you get on!

34 replies

BPLightlog
Super User
BPLightlogSuper User
Super User
June 7, 2023

Hi @ALH according to Citizens Advice , you inform the company you were switching to and they cancel it

(https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier)

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    June 7, 2023

    Definitely Octopus you tell, perhaps give them a link to their own website 😊

    https://octopus.energy/blog/faster-more-reliable-switching/

    There is a cancellation deadline, but also a longer cooling off period of 14 days.

    I guess if all else fails you can switch back to OVO 5 days after you have been with Octopus 

      A
      Rank 4
      ALHAuthor
      Rank 4
      June 7, 2023

      Thanks both.  Octopus have apparently initiated the 14 day cooling off system and they told me to inform OVO that I wished to stay.  However, I’m getting zilch help from OVO.   I’ll just leave it for a couple of weeks and then switch again as Jeffus has mooted.

       

       

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      June 7, 2023

      Thanks both.  Octopus have apparently initiated the 14 day cooling off system and they told me to inform OVO that I wished to stay.  However, I’m getting zilch help from OVO.   I’ll just leave it for a couple of weeks and then switch again as Jeffus has mooted.

       

       

      If you have anything in writing from Octopus that they have initiated the 14 day cooling off, perhaps just forward it to OVO at least so there is no excuse.

      I am not actually sure how the new faster switching process works and if OVO have to do anything. Perhaps one of the moderators know @Emmanuelle_OVO 

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      June 8, 2023

      Hey @ALH,

       

      Welcome to the OVO Online Community,

       

      Octopus should be able to cancel the switch, if they were taking your supply without your consent as in an Erroneous Transfer, we could object to the switch. But this is a legitimate contract, their website states: 

      • You can cancel your switch up to 5pm the day before you switch.

       

      Hope this helps. 

      Renewable Energy? Big Fan.
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      June 8, 2023

      Hey @ALH,

       

      Welcome to the OVO Online Community,

       

      Octopus should be able to cancel the switch, if they were taking your supply without your consent as in an Erroneous Transfer, we could object to the switch. But this is a legitimate contract, their website states: 

      • You can cancel your switch up to 5pm the day before you switch.

       

      Hope this helps. 

      @Emmanuelle_OVO 

      The poster isn't using that clause as the switch has gone through, they are using the 14 day cooling off period which is part of the standard Faster Switching Service. 

      The  OVO website explains the regulations quite well

      https://www.ovoenergy.com/ovo-faster-switching-policy

      I suspect there is nothing much for OVO to do and Octopus have to follow some industry process to get the supply back to OVO. Then OVO have to accept the request from Octopus somehow in their system. Does a standard cooling off period transfer trigger a new OVO account or does the old OVO account get re opened? 

      A
      Rank 4
      ALHAuthor
      Rank 4
      June 8, 2023

      Well, it seemed the only way to do this was to switch from Octopus to Ovo as a new customer!  So I’ve lost all previous history in my account etc.

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVOSolved
      Retired Moderator
      June 9, 2023

      Updated on 22/07/26 by Abby_OVO

      Hey ​​​​@ALH,

       

      You get a 14 day cooling off period when you sign up to a new supplier, this starts from the day you sign up and allows you to cool-off and change your mind about the switch as long as you inform us within the 14 days. .

      With Faster Switching, this now allows us to complete a switch within 1 working day, you should be successfully switched to us and still be within their cooling off period.

       

      What if I changes my mind?

       

      If you change your mind before the cut-off (5pm on the day before Supply Start Date)

       

      If you change your mind before the cut-off, 5pm on day before SSD, then you can still cancel the switch and remain with your current supplier.

       

      After the cut-off

       

      If you change your mind after the cut-off, then you can no longer cancel the switch to us. Instead you’ll have 3 options:

      1. Revert to your previous supplier and retain the tariff you were on previously (suppliers have to keep this offer open for at least 16 days after a loss).
        • To do this you’ll need to contact your previous supplier directly
      2. Switch away to another supplier without any penalty. You can even choose to switch to their previous supplier on a different tariff if they like.
        • To do this you must sign up with a new supplier directly/via a broker

          Note: In this scenario you will be charged for the usage and standing charge whilst you are with us - but NOT exit fees.

      3. Stay with the new supplier, but alter the tariff to an alternative that's available within the cool off period. You won't be charged any exit or tariff hopping fees if you choose to do this.
        • To do this you’ll need to contact the current supplier.

       

       

       

      Really hope this helps, keep us posted with how you get on!

      Renewable Energy? Big Fan.
      A
      Rank 4
      ALHAuthor
      Rank 4
      June 9, 2023

      “This is our internal process, so, if you contact OVO it seems you can revert your supply back to us and we can keep this open for at least 16 days after your supply was lost to ensure you retain the tariff you were previously on. One thing to note, I’m not sure if Octopus will need to flag something on their end to ensure you aren’t automictically charged exit fees.”

       

      Well it hasn’t worked for me.   This was a reply I received via Facebook:

      “Our Transfers Team has advised us to tell you that it's not their process and you will need to get in contact with your previous supplier. Also, when we try and cancel your switch there says there is a problem as we can not do it on our side.”

      A
      Rank 4
      ALHAuthor
      Rank 4
      June 10, 2023

      The phone call to set up the new account cost me £7.50!!!

       

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