Switching suppliers and moving home

The latest advice on joining us (or leaving us), moving house, and erroneous transfers

  • 124 Topic threads
  • 2,202 Comments
News

How long does it take to request a switch to a new energy supplier?

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Tutorial

Moving into a home that OVO supplies - A Guide

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  • 36
Tutorial

Switching to OVO? - Here's what to expect...

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124 Topic threads

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New Member**
ttbyellowbellyNew Member**
Posted in Switching suppliers and moving home

Why can't landlords advise you of new tenants online?

It’s very frustrating contacting OVO to inform of changes to tenancies - it takes so long.  Why isn’t your website capable of accepting these changes?  Is it really necessary for me to spend the best part of an hour listening to music whilst on hold, just to tell you a few dates and details which I could easily do online?In this day and age I think it wise to update your systems, making it easier to inform you of changes.  Stating that you need to talk to a customer before you set up an account or alter details seems a little unique when other companies do not.

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New Member*
2 months ago
W
Carbon Cutter*
WalphelpsCarbon Cutter*
Posted in Switching suppliers and moving home

New Home with THTC - how can I get support dealing with changing the meter and tariff?

We have just bought a new home in the Highlands and it has THTC supplied by OVO ( previously SSE I believe). For some reason that I don't  fully understand it has 3 meters. One standard and two for the THTC.When I contacted OVO to set up my account they were adamant that there was only the standard meter and could only offer me a standard tariff with one rate. So no benefit for the storage heating etc wired up to the THTC.When I signed in to my account it is showing 2 meters the standard and one of the THTC one but all still on the same tariff.I checked with the previous owner and he supplied OVO with 3 meter readings when he left. He also said that OVO were due to change the meters but had failed to make an appointment.My questions are1. How do I get OVO to acknowledge there is a third meter here?2. Shouldn't OVO be offering a tariff for the HTHC set up.3. Can I switch to another supplier with the current set up to get a suitable tariff?4 How do I progress the meter changes and will t

21
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Carbon Cutter**
2 months ago
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New Member***
ManicheatherNew Member***
Posted in Switching suppliers and moving home

New home supplied by Boost but wish to change to Direct Debit, is this an option?

Hi there I have just picked up the keys to my new house and the vendors advised me that the gas & electricity are both provided by OVO. A smart meter is installed and payment is by way of PAYG using separate top-up cards. I am eager to change the payment method to Direct Debit. How can I go about this? I can't find any details on the OVO website and an email to customer services has been met with a particularly unhelpful response suggesting that they can't offer any advice because my email address isn't registered with them. Thanks

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D
Carbon Cutter**
2 months ago
M
New Member*
milangeorgeNew Member*
Posted in Switching suppliers and moving home

Can I sign up to OVO PAYG with an Economy 7 meter?

Hello, I am currently with British gas and Economy pay as you go meter with ofline recharge with the key provided. I would like to switch the provider to ovo energy with economy 7 supported meter with online topup option(smart meter). Is it possible? I tried calling the customer care and they told they aren't accepting economy 7 customers as of now.

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Emmanuelle_OVO
Community Manager
2 months ago
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New Member***
JSBNew Member***
Posted in Switching suppliers and moving home

Switching to OVO but online account not fully active - is switch complete?

HiWe switched to OVO at the beginning of April but the switch still hasn't completed. We can't use the app to submit meter readings and the website keeps saying 'you're direct debit will be confirmed on..'Any suggestions?Thank you 

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Carbon Cutter*
2 months ago
D
Carbon Cutter***
DS110271Carbon Cutter***
Posted in Switching suppliers and moving home

Switched from another supplier- Missed out on Warm Home Discount?

Hi. In 2022, I was moved, not by me, from SSE to OVO.  Subsequently, that year, I did not receive the Warm Homes Discount, despite having received it both before and since.  Is there any way I can fight my case to get reimbursed, pls?   I no longer have my letter of entitlement.   Thank you.   Kind regardsDebbie

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Abby_OVO
Community Manager
2 months ago
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Carbon Cutter*****
SteveUKCarbon Cutter*****
Posted in Switching suppliers and moving home

Move into a new home- How do I get an IHD and find out who my supplier is?

My son has just moved into a new house and we’re trying to understand the meter - see photo of Landis/Gyr+ E470.  Is this a smart meter (and if so what type)?  It shows one reading and indicates the amount of credit on the account.  Does it also cover gas?  Should there also be a home display (the previous owner has not left one)?  How do we find out who is supplier and register new owner if previous owner has not provided details?It looks like the meter was installed in 2020 by SSE - does that mean its now with OVO?Many thanks 

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Emmanuelle_OVO
Community Manager
2 months ago
Dsmithp
Carbon Cutter*
DsmithpCarbon Cutter*
Posted in Switching suppliers and moving home

How do I get this OVO energy warmer home plan?

This is taken from my latest bill I am moving home, can i stay on this tariff? Is OVO still offering this tariff?  Electricity meter Our cheapest similar electricity plan OVO Energy Warmer Home Plan 01 January 2024 Direct Debit You are already on our cheapest similar plan**

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Firedog
Plan Zero Hero
2 months ago
A
Carbon Cutter****
ajjarmanCarbon Cutter****
Posted in Switching suppliers and moving home

How do I challenge a meter reading dispute?

Can I challenge a meter reading dispute result? OVO suggest that my meter readings don’t match up with their estimated readings. They opened up a ‘meter reading dispute’ to challenge my original meter reading when I switched from British Gas. The conclusion of the dispute it that they say my original meter reading must have been much lower than the one I gave which means I now owe them a large additional sum. However, despite this, I have photographic evidence of my meter reading that proves that my meter reading was much higher than they say at the time I switched. I have sent all these photos to OVO but they simply ignore my emails. How on earth can I challenge this incorrect finding? Please help

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Emmanuelle_OVO
Community Manager
2 months ago
A
Carbon Cutter*
ambr2307Carbon Cutter*
Posted in Switching suppliers and moving home

I moved house and closed my OVO account but my details have been found through 'trace and search' - how can I stop the debt collectors contacting me?

I moved house over 18months ago and moved to a new supplier. All bills were paid. I am now getting harassed by debt collectors as ovo have linked the period since leaving the house to my phone number due to a trace and search but not my name, so they won’t give me any information regarding the account. I have spoke to ovo who won’t stop the collectors ringing me as they need to find who is liable. What should I do?

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Carbon Cutter*
3 months ago
C
Carbon Cutter*
chengyukchenCarbon Cutter*
Posted in Switching suppliers and moving home

Incomplete switch/transfer - what can I do if I'm being charged by 2 suppliers for gas at the same time?

I applied online OVO website to transfer BOTH my electricity and gas from my previous supplier to OVO.After transfer/switch date I assumed everything to be fine. However logging into OVO website to check my account was still in “pending setup” stage.After 2-3 weeks I wanted to confirm my switch was successful. However my previous supplier says they are still supplying my GAS.After speaking with OVO online chat they finally activated my online account (because I was in credit with the direct debit on the first day of switch).Now I see that I am being charged by OVO GAS standing charge. I am also being charged GAS by my previous supplier.Is this right? How can OVO charge me GAS if they are not supplying me GAS? Also, at no point was I informed of any problems by both suppliers.

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Abby_OVO
Community Manager
3 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Switching suppliers and moving home

I’m moving house, why can’t I take my OVO account with me?Tutorial

Updated on 12/09/23 by Emmanuelle_OVO Moving home can bring with it much unexpected admin, one thing you might not have been expecting to do is close down your OVO account. Wondering why this isn’t something you can pack up and take with you to your new place?  As each OVO account is linked to the meter details at your home, when you move these details change so your account with us has to change too. Closing your current OVO account You can let us know that you’re moving on your online account or OVO app (download for Android or iOS) up to 28 days before your moving date by selecting the ‘Moving Home’ menu option. Exact appearance may vary We’ll then close your account on the date you enter here. If you don’t have a smart meter, don’t forget to check the meters as you leave and submit the final meter readings on the ‘Meter readings’ page. You’ll then receive a final statement covering the final energy used before your move within 4 weeks of the date you left. Setting up a new account 

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Carbon Cutter*
3 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home

Moving into a home that OVO supplies - A GuideTutorial

Updated on 12/09/23 by Emmanuelle_OVO Your guide to setting up an account after a home move Just moved home? Welcome to the new pad!   Finding out the current energy supplier So it might not be the first thing on your to-do list when you're packing up and moving into a new place - but before you make a start on the unpacking it’s always best to find out who’s supplying the energy. You might have found out that’s us through the letting agency or previous homeowners. Or you might see a nice ‘Welcome’ letter from OVO waiting for you when you move in. But if you’re not quite sure and want to get a head start on finding out, use this online tool to find out your gas supplier. To find out who supplies your electricity will depend on who is your Distribution Network Operator (DNO). You can locate who your DNO is using this map - And then find out your supplier using the online tool provided by your local DNO below: Western PowerSP Energy NetworksElectricity North WestNorthern Power GridUK Pow

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New Member**
3 months ago
C
New Member**
ColetNew Member**
Posted in Switching suppliers and moving home

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

HelloI 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.

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Emmanuelle_OVO
Community Manager
3 months ago
P
New Member**
philiphiattNew Member**
Posted in Switching suppliers and moving home

I only have gas with OVO, how do I open an account?

HiI am moving into a house where OVO are the gas and electricity suppliers. I am with Octopus and want to stay with them so have applied to transfer my account to the new house. The electricity supply is transferring over ok but OVO have blocked the transfer of the gas. The only way forward seems to be opening an account with OVO just for gas. Is this possible? Going on the website and applying it seems it needs to be both supplies only and when I called OVO the person I spoke to didn’t seem to want to help. Any suggestions?

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Abby_OVO
Community Manager
3 months ago
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New Member*
Saramac77New Member*
Posted in Switching suppliers and moving home

How can I get access to presale tickets to OVO Hydro events?

With my old supplier used to get access to presale tickets at events in the hydro in glasgow - do we not get this perk anymore? Or if we do where do i enquire? Any feedback would be appreciated 

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F
New Member**
4 months ago
S
New Member*
sasha1504New Member*
Posted in Switching suppliers and moving home

How can I get my MPAN/meter details corrected with my previous supplier? Switch is stuck and haven't been final billed!

I moved houses back in late Jan 2022 and switched to OVO on 13 Feb. Previously, the flat was with EDF. OVO installed a smart meter for electricity on 4 March. There is no note of the old meter number (that meter had EDF written on it), or its readings anywhere on the OVO’s first bill - it shows only a standing charge for 13 Feb - 12 March.I just discovered I kept getting online bills on my EDF account that I inherited when moving into the property, clocking over £120 from Feb to May (I did pay them once back in Feb and thought that was the end of the transition, but clearly it wasn’t the case).  Of course, it was my bad for not catching this much earlier, but I’ve had a lot going on with our disabled daughter and another large house move.  I got in touch with EDF and they have different MPAN to the flat compared to the one on the OVO bill (it’s different by 1 digit only, probably someone somewhere made a typo). EDF insisted that OVO got a wrong MPAN and said that my OVO account needs t

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Emmanuelle_OVO
Community Manager
3 months ago
K
Carbon Cutter*
Ken MillsCarbon Cutter*
Posted in Switching suppliers and moving home

If I join OVO can I pay on receipt of bill or do I have to pay by Direct Debit?

SHOULD I DECIDE TO JOIN OVO, CAN I ONLY PAY FOR THE AMOUNT OF ENERGY I HAVE USED EACH MONTH? OR DO I HAVE TO PAY A LARGE AMOUNT EACH MONTH BY DIRECT DEBIT. IF THE LATTER THEN I WILL STAY WITH MY PRESENT SUPPLIER. THANK YOU

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M
New Member***
4 months ago
K
Carbon Cutter*
kkvasanCarbon Cutter*
Posted in Switching suppliers and moving home

No progress in meter reading dispute, poor customer support

Dear Ovo Team,  We started our contract with OVO on 23-11-2022 and the initial reading sent was 69108 taken on 25-11-2022.  However, the last reading updated on your system shows 63871. We moved into this apartment on 28-10-2022 and the reading was 68719, again confirmed by our lending agent. (At the time we were with SSE). There is a discrepancy of around 5000 units for which we are not liable and but we were charged with November bill which became as £1936.09. I have contacted Ovo several time during december and january, they never takes action, just give me promises.  After many calls and emails, they told me they are opening the meter reading dispute. I waited for a long time but didn't get any response. Then I again sent an email, and I got a call back from them, saying they will open a meter reading dispute and this time I got confirmation through email. Even though 12 weeks have passed, I didn't get my meter reading corrected or gotten any response from them.  Vasan

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C
New Member*
4 months ago
R
Carbon Cutter****
RebeccapleasehelpCarbon Cutter****
posted in Switching suppliers and moving home

leaving OVO. No customer service unless its an emergency

Smart meter isn’t working but because I have electricity the engineers aren’t showing up to appointments. Wasting my time. I’ve had to take unpaid leave to wait in for THIRD appointment and still a no show. When I contacted OVO all they said was sorry and that I could rebook. What’s the point in rebooking??? Useless!

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R
Carbon Cutter****
4 months ago
OldBoiler
New Member*
OldBoilerNew Member*
Posted in Switching suppliers and moving home

Why did I get a 'Sorry you're leaving' email when I don't want to switch from OVO?

I've found out that I'm leaving OVO later this month as I've switched. I haven't - I've no idea who I'm supposed to have switched to. It was only because I was looking online for my statement that I noticed the 'Sorry you are leaving' message - how do I stop this happening, how do I prevent it happening again, how do I find out who I'm meant to be switching to, and will this effect my fixed rate status? Sorry lots of questions!

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C
New Member**
5 months ago
C
New Member**
CarolineBirdNew Member**
Posted in Switching suppliers and moving home

Why have OVO raised an objection (blocked) my switch to another supplier?

Good morning, please could you let me know why Ovo have objected to the following supply transfer to TGP -  I have sent emails but I have not received any replies to date

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G
New Member*
5 months ago
G
Carbon Cutter***
GrownHandbagCarbon Cutter***
Posted in Switching suppliers and moving home

Gas meter - 3rd fitting appointment missed

We’ve installed a new gas pipe and now we’re trying to get ovo to fit a meter. They failed to attend on 19 October, 13 November and 14 November. I asked for an emergency appointment on morning of 14 November which they gave me. But they didn’t show so I called back and they say they can’t do an emergency appointment for a new meter. The next available appointment is in January but we can’t book until they open tomorrow.  We’ve paid our plumber £3400 for a new boiler and half his fee. He booked out next week to do the work. We are on oil now but there’s a minimum order amount of 500 litres which would be £400 plus the costs to remove any oil left in the tank. We have very little oil left and have been purchasing it for double the price in 5 litre tanks.  Ive complained to ovo using the CAB letter template. By this ovo should have to sort it out by 14 December.  we’ve been trying to get on the gas system since April. It’s been a nightmare. What can we do? ovo told me to call cadent to fi

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Emmanuelle_OVO
Community Manager
4 months ago
C
Carbon Cutter*
Chrisjonescov
Posted in Switching suppliers and moving home

Debit on the account after the final bill and refund has been received after moving - why?

Sold our house and informed OVO via the website that we were moving in March 2023.Took final readings on move out day and received a final bill and statement a couple of weeks later. Stated that our account was in credit and we would receive a refund, which we did so all good we thought.Decided to switch to OVO at our new property and so set up a new account (apparently we could not just switch to a new address, had to totally close previous account and start a new one). That seemed to go well too.Only thing was, we had 2 accounts showing when we logged in.Kept phoning customer services to ask for previous to be removed.Then checked the old account and was astounded to discover that it said we were £180 in DEBIT. Lots of calls to customer services later, an account manager sent an email stating that the difference was because the final bill was done from estimated readings and the new balance was from actual readings received 3 days later.Fair enough, but in those 3 days the accounts d

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juliamc
Carbon Catcher***
4 months ago
A
New Member**
Alysha01New Member**
Posted in Switching suppliers and moving home

How long do I have to pay my final bill?

Hi, I am due to move in 4 weeks and I’ll submit a final meter reading on the day we move to close my account and produce a final bill. How long after you receive your final bill do you have to pay your outstanding balance as I have in debt.  Is it 28 days?

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Emmanuelle_OVO
Community Manager
5 months ago

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