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August 31, 2021
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Difficulty applying for a switch to OVO - How can I update my supply address listed on the national database?

  • August 31, 2021
  • 36 replies
  • 10517 views

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.

    Best answer by Jess_OVO

    Updated on 15/07/24 by Ben_OVO:

     

    Sorry to hear of the issue you’re having in applying to join us.

     

    It’s worth mentioning that if you’re not able to see your address on our Quote and Switch drop-down menu, you can input your address manually by clicking ‘Is your address not listed?’ 

     

    Exact appearance may vary

     

    If you’ve had trouble switching in the past, it’s worth checking that the details held for your address have been updated on the national database. Our Support Team can check this for you, however only your current supplier can request any changes if needed. 

     

    It usually takes around 4 weeks for any updates to the national database, so we’d recommend contacting your current supplier ASAP and confirming the details are correct before applying to switch.

     

    Hope this helps. :slight_smile:

    36 replies

    Show previous replies
    S
    Newcomer
    Stewby
    Newcomer
    March 21, 2025

    Ok, I will go and let them know, thankyou for your help.

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    March 21, 2025

    No problem, and feel free to private message me for any help with this if needed, I’m in the office until 4pm.

    Powered by the Sun
    Nukecad
    Super User
    NukecadSuper User
    Super User
    March 21, 2025

    Whilst I can see a credit meter perhaps ‘falling off’ the register, or for a new property never being put on it, it seems a stranger situation for a PAYG mater.

    Plus it would still beg the question of where any top-up money has been going if there is no supplier to send it on to?

    Also in question would be what tariff has been being used by the meter?

    If Paypoint/Payzone/whoever have been taking money and topping up a card then how have they been able to do that without any supplier being involved.

    Has the top-up money just been disappearing into a black hole at the payment processor?
    Or has it been being passed on to a supplier who has never questioned what account it’s for?

    I said, Hey - Watts going on.
    S
    Newcomer
    Stewby
    Newcomer
    March 22, 2025

    Problem has been solved, the street we live in has a new name since being rebuilt 20 years ago. 

    Neighbour stayed in street before this and house number was changed when refurbishment was finished to tie in with the new name.

    Long and short is electric was changed after house number change but gas wasn’t.

    Sorry for gaps between replies but hard to get a hold of neighbours as they are both deaf.

    Thank you all for your help and guidance, big thumbs up for the forum.

      Nukecad
      Super User
      NukecadSuper User
      Super User
      March 22, 2025

      Odd things happen at times.

      Is OVO, or anyone else now admitting ownweship of the meter if/when they use the old address?

      Now that they know what the problem is then it can be corrected on the National Register, but I believe that it normally needs a supplier to request that a correction is made.

       

      I said, Hey - Watts going on.
        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        March 24, 2025

        Hey ​@Stewby 

        I’m sorry to hear about this, it sounds like a very stressful situation. 

        Your neighbors need to firstly find out who their supplier is:
         


        If they contact OVO or you private message me their meter serial number I can look it up on the national database. They’ll then need to contact that supplier & get the address updated on the national database. I’d strongly advise your neighbors go onto pay monthly if there are vulnerabilities in the property. 

        If their supply does turn out to be with OVO our PAYG topic hub might be helpful:
         


        How to get in contact about my OVO Pay As You Go account
         

        • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
        • Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

         

        Priority Services Register (PSR)

         

        You can sign up if you or anyone in your household might need practical support, when it comes to managing your energy. That could be because of a medical reason, you’re pregnant, you have children under 5, you’re over 65, or you don’t read or speak English well.

        What does the PSR offer? 

        • Gas Safety Checks
        • Engineer Passwords where you can agree a password with your supplier that the engineer will give you before entering your property
        • Adapted communications including black & white print, braille, large print
        • Warnings about planned power cuts in your area
        • Regular meter readers to attend your property

        Find out more about it here.

         

        If you’re deaf or have hearing problems

         

        We’ve teamed up with SignVideo to provide a free online BSL interpreting service available from Monday to Friday, 9am–5pm. You can find out more on our website. 

         

        For anyone who’s deaf or hard of hearing, we also have web chat to speak to our Support team, and an online account which allows many actions to be performed by the account holder. 

         

        Text Relay Service:

         

        If you are speech impaired or hard of hearing, add 18001 before any OVO contact number for text relay services.

         

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        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