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

​@Emmanuelle_OVO

Hi I'm using Google 

I've tried all the suggestions on my android, ipad, my husband's phone and my sons and I still get the same message. As someone said on this post perhaps the account needs rebuilding from scratch but no one seems to be listening to me 🤦‍♀️🤦‍♀️

That sounds very frustrating ​@Twinnies. I think it might be best to raise a complaint if you’re not getting anywhere with the tech team. You can find out more about our complaint procedure on the website. 

​@Emmanuelle_OVO hi  thanks for replying I already started the complaint on the 13th Jan. The lady who’s dealing with the complaint rang me last Thursday and promised she would ring again tomorrow. What would be the next step if the tech team can’t do anything?

She said she would send me a paper bill out as I’ve no idea what my bills are and I still haven’t received it.

Im now wishing I had stayed with my previous energy provider.

Hey ​@Twinnies 

If the tech team aren’t able to resolve this you can escalate the complaint.

The complaint process is here: https://www.ovoenergy.com/feedback
 

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

Hi ​@Emmanuelle_OVO thanks for the reply.

Hi all, it’s great that this group is here as I can’t find a way to email OVO directly with my query as they don’t accept any emails from people without an OVO account!

I am hopeful that you guys may be able to help/advise me please.

I am currently with British Gas for both Gas & Electric but with to switch to OVO and also make use of the Charge Anytime add on as I have a Tesla electric vehicle.

I attempted to switch to OVO online via the OVO website but when I enter my address I am being given a message that states that I am currently unable to switch to OVO as my meter setup is not compatible.

We are on a new build estate (just over a year old) and every property has the same SMETS2 meter setup which I understand is the latest smart meter available so I am a little surprised that I am getting the message that my set up won't work . When I put my any of my neighbours addresses in your website I do not get the message.

Does anyone have any ideas what I can do please or maybe point me in the right direction?

Thank you in advance for any help/assistance that you are able to provide.

Kind regards.

Dave H.

This sounds like there may be an error on the OVO database if other properties on your estate have the same meter and are excepted. Hopefully one of the others on the forum may know of a direct route though to the correct OVO department to deal with this for you. Hope you get it resolved and can join OVO Energy as your supplier.

Check your charger.

At the moment only Ohme, Indra and Hypervolt are compatible with Charge Anytime.

The Charge Point doesn't have to be compatible as your Tesla already is. Use the Charge Anytime app to add your vehicle.

A reason for using the Charge Point to control the charging is if you have solar panels and want to integrate that at the same time. Then you would need a compatible CP.

Peter

Hey ​@davehurd,

I did hear this morning that there was an issue with our online switching platform. This could have affected you trying it online. 

If you give our Support Team a call on the number below, they should be able to help get things sorted for you. 

Phone: 0330 175 9669

Opening hours:

Mon-Fri 9am till 5pm
 

I hope this helps!