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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

Jeffus
Rank 20
Rank 20
June 12, 2023

@Jeffus  I’ve just looked for the octopus number and it 0808… so a freephone number, but interested to see that it’s only 5 days a week:

 

 

Yep Octopus aren't alone in not having a weekend regular phone number. 

Although you can contact them by phone for emergencies only outside the core hours

For example EDF is Monday to Friday. More common for text telephone offer to be freephone 

 

ALHAuthor
Rank 4
June 12, 2023
  1. I do not have a mobile phone contract and only use it to call family/friends if I need to when out and about.
  1.  My landline has inclusive minutes for weekends only.  I can’t afford to pay an additional £8-10 per month to have weekday calls included when I only need it once in a blue moon. 
  1.  The fact that some other companies also use 0330 numbers does not make it right.  No one should have to pay to contact a company customer service department with a problem, or when setting up a new account when the company will profit from that customer.
Blastoise186
Super User
Super User
June 12, 2023

You do also have the option of Live Chat via https://help.ovoenergy.com which doesn’t cost anything.

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ALHAuthor
Rank 4
June 12, 2023

As a matter of interest can anyone tell me which telephone landline provider does not charge for calling 0330 numbers.  And I’m not talking about included minutes because the customer pays for that anyway.

Blastoise186
Super User
Super User
June 12, 2023

Making 03 numbers completely free outside of inclusive allowances would also require every 01, 02, 077, 078, 079, 071, 072, 073, 074 and 075 number also be permanently free… And then bye bye profit margins for all phone networks…. Which would result in the entire system collapsing.

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Blastoise186
Super User
Super User
June 12, 2023

This may seem ironic, but it’s actually cheaper to call 03 numbers from a BT Payphone than it is to call them from a regular landline. https://www.bt.com/pricing/current/Call_Charges_boo/3545_d0e5.htm#3545-d0e5

10p gets you 900 seconds apparently, which works out as 15 minutes. 750p/£7.50 worth of coins gets you 675,000 seconds or 11,250 minutes or 187.5 hours of call time to any 01, 02 or 03 number in the UK if you call it from a BT Payphone.

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ALHAuthor
Rank 4
June 12, 2023

03 numbers should never cost more to call than any 01 or 02 number 

 

OVO doesn’t charge to call their support team, that’s the whole point of 03 numbers

 

Making 03 numbers completely free outside of inclusive allowances would also require every 01, 02, 077, 078, 079, 071, 072, 073, 074 and 075 number also be permanently free… 

 

 

Blastoise186
Super User
Super User
June 12, 2023

As I said. OVO doesn’t charge you to call an 03 number and receives none of the money from doing so. It’s your phone provider that charges you to call those numbers and they receive all the money from it. It’s no different from you making a National Rate phone call from say, London to Glasgow. It’s a National phone call, so you pay National Rate charges.

That’s all I have for you.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Jeffus
Rank 20
Rank 20
June 12, 2023
  1. I do not have a mobile phone contract and only use it to call family/friends if I need to when out and about.
  1.  My landline has inclusive minutes for weekends only.  I can’t afford to pay an additional £8-10 per month to have weekday calls included when I only need it once in a blue moon. 
  1.  The fact that some other companies also use 0330 numbers does not make it right.  No one should have to pay to contact a company customer service department with a problem, or when setting up a new account when the company will profit from that customer.

In case it helps. 

1. Do you have broadband at home? 

2. How much do you pay for your weekend call package? 

2. You could try something like this. This is one of the current Money Saving Expert recommended mobile providers.

Money Saving Expert is quite good for looking for offers. 

Only a rolling one month contract so you can cancel at any time. It is only 49p a month for the first 6 months.

I don't know how much you spend on your weekend landline call package and your mobile calls to friends and family and your daytime calls on your landline to the likes of OVO, but it will definitely be over 49p a month just for the weekend call package on your landline

Am only posting in case you want to consider something like this, you will find other deals with no contracts. You may not be interesting in saving money by regularly switching, i appreciate not everyone likes doing it especially as you get older , my 79 year old mum has become a regular switcher to save money on lots of things. 

ALHAuthor
Rank 4
June 12, 2023

As I said. OVO doesn’t charge you to call an 03 number and receives none of the money from doing so. It’s your phone provider that charges you to call those numbers and they receive all the money from it. It’s no different from you making a National Rate phone call from say, London to Glasgow. It’s a National phone call, so you pay National Rate charges.

That’s all I have for you.

I don’t think I suggested that OVO charges for the call.  What I am saying is that any company should have a freephone number.  Not a lot to ask in my humble opinion.