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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

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A
Rank 4
ALHAuthor
Rank 4
June 12, 2023
  1. ………..snipped

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. 

Yes, I do have broadband.  My landline is part of a TV/Broadband/Phone package.  I must have a landline and this is the cheapest option.  

 

The mobile phone deals you mention look interesting - I’ll look into those. Thank you.

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    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.

     

    Interesting, my personal view is quite different, and that is from someone who helps a lot of vulnerable people. 

    I would personally rather OVO didn’t spend money on 0800 numbers for their standard number for all customers.

    It is a poorly targeted support cost. The majority of customers don't need it, including me or any of my elderly or disabled friends and family. 

    I would rather OVO directed discretionary spend on targeted support for vulnerable people, things like this scheme where OVO are one of the funders. 

    https://charisgrants.com/

     

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      June 12, 2023

      Digging extremely deep into my resources indicates that an 0800 number used to exist for OVO besides the Collections Team one. However, it’s deeply buried away and unlikely to be active anymore.

      It’s one of those things that I doubt anyone but me can find anyway tbh.

      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
      Jeffus
      Rank 20
      June 12, 2023

      Yes, I do have broadband.  My landline is part of a TV/Broadband/Phone package.  I must have a landline and this is the cheapest option.  

       

      The mobile phone deals you mention look interesting - I’ll look into those. Thank you.

       

      This is a good start and lists the Libra offer

      https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only/

      I like it as there is no contract.

      It also has WiFi calling which may be useful if your mobile signal isn't great at home. 

      You may find other offers

      You are correct, it is almost always cheaper to have a TV/Broadband/Line Rental package than TV/Broadband. The odd time you will find a supplier with a different offer. 

      You could try broadband/landline packages next time where you only pay for the  landline line rental and get no inclusive minutes. Depends on whether you prefer using your landline rather than mobile to call people at weekends. Some Broadband companies offer these options but not all. Also depends on what you are after with the TV package (e.g. virgin TV box) 

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd