I've moved into an OVO supplied property and signed up - Why can't I get access to my account?

Thanks for that about the date, it confirms a suspicion that I had when it happened to me.

Mine had also reverted to the date that I first signed up to SSE before later being transferred to OVO.

So despite our diferent circumstances I suspect that we have both fallen foul of the same, and I must say quite unusual, software bug.
That info about the start date may help anyone who is trying to track down just why it might happen.

However with such unusal bugs that don't happen often it's sometimes not worth the time/expense needed to try and find/fix them.
It's easier to correct the consequences if/when they do happen.

Of course if you start to get a lot of people saying the same thing is happening to them then finding a fix becomes a higher priority.

I would go the complaint route, and have patience, you should get there eventually just like I did.

​@Nukecad

Hi I've done exactly that and gone down the complaint route. Fingers crossed and thanks again. 

Let us know how you are getting on, we may next week have someone here on the forum who can help with further insights about such unusual account issues.

​@Nukecad yes I will keep you updated. 

​@Ben_OVO

Twinnies has contacted me by DM. I believe that their account problem would fall under your previous DR role at OVO.

Is there anything you could still do to help here?
Or any insights you could give on how best to get such issues resolved?

​@Twinnies Did you lodge a complaint?
If so then what is the progress with that?

​@Nukecad  yes I lodged a complaint Mon 13th Jan.

Lady called Louise called me back same day asking for details.

said she would keep me updated.

She called me following day sent me a link to change password which I told her I had done and it doesn’t work.

Said she would call  me again but I’ve heard nothing since.

Thanks for that.

Let’s wait and see if Ben has any further advice (or can help speed things up for you).

IIRC Ben’s in a meeting right now - so it might be a while before he swings by.

​@Nukecad 

​@Blastoise186 

hi I was just about to type back to you when Lindsay from OVO called me(I thought the lady was called Louise 🤦‍♀️).

anyway she said the technical team are in the background trying to fix it, it’s not going to be a quick fix she said.

They will email me when done, could take weeks.

She said she will send me paper bills out and put a £20 goodwill gesture on my account.

Said she will close the complaint as they can’t keep complaints open and if she has anymore updates she will call me.

Hi ​@Twinnies!

I’m sorry for the issues you are experiencing with logging in. Thanks ​@Nukecad and ​@Blastoise186 for your replies and for giving me a nudge!

​@Twinnies there are a multitude of reasons that can cause these sort of login issues, some of which are solvable by an Advisor, some of which must be sent to our IT team to fix. If Lindsay has sent a ticket to our IT team they will fix this and, hopefully, it won’t take weeks. These tickets can sometimes be fixed much more quickly, however I have seen some take weeks as has been advised. There are some handy login tips in this previous post:

I think what is most important here is that you have mentioned being told that we can’t keep complaints open, and that you have been offered £20 as a ‘goodwill payment’. I’m sorry to say that this is against our Complaints procedure. A complaint can only be closed when you are happy for it to be closed, and when the root cause issue is fixed. To give you an example - if I was your Complaints Handler I would not be closing your complaint until the Tech ticket was fixed and you were able to log into your online account.  I wouldn't be offering goodwill payments until I knew this had all been done. Your Complaint Handler should be monitoring all updates to the Tech ticket, keeping you updated with any news and progress of it.

If your case is with Tech then it is in the right hands, however I would strongly advise you to email back in requesting that the complaint not be closed until the Tech ticket is resolved, as per the Complaints process, which you can find here: https://www.ovoenergy.com/feedback. I hope this is fixed for you soon.