Switching suppliers and moving home

Looking for a bit of advice on how to proceed. I’m an existing dual fuel OVO customer. My garage is not connected to my house, I can’t share services between the two buildings.I have got National Grid coming to do a new feed install, they have given me the MPAN for me to get my supplier to put a meter on.I have followed the guides here about registering for a second account with the same email however it doesn’t allow me to do so, it just changes my password for my primary account. If I try and use the + feature in a gmail email I get the account creation email through but then can’t register because I don’t have an account number for this new account.I also can’t progress via the online system to book the install with the original or the new email as once I enter in my details it tells me I’m not eligible for a smart meter (because I already have a smart meter registered at that address - the existing home meter).I have spoken to the new co

Hello,Had anyone experienced leaving OVO because of joining another energy company and not be able to get final bill for more than two months? I am still getting charged for gas and electricity they don’t supply, and when I was trying to get my final bill, they asked me to wait for 6 weeks to sort it out, nothing had been done, after contacting them after 7 weeks after I joined another energy supplier, they asked me to wait 32 working days more. I’ve never experienced anything like this, now paying to two energy suppliers at the same time, which is ridiculous in my opinion and shameful for OVO.Elena Wilson

Final reading from old supplier did not match those provided for your first. The electricity is right, but the gas is incorrect. Final bill says I must inform new supplier of the difference. Can you please help?

I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

Help! I am on a commercial electricity tariff  (not OVO) and want to change to a domestic tariff (smallholding that is not generating an income). I cannot find anyone to help. Will OVO let me switch to them? Thanks

I have previously moved into a new property supplied by OVO and as now the legal occupier I opened a letter to them sending debt collectors round because the previous tenants hadn’t paid their bill!I was mortified that they are doing this! I tried calling and couldn’t get through to them at first. When I did the gentleman was very reassuring and told me he would rectify the bill and did the sale pitch to which I decided to stay with them.Received the new statement and they are still trying to charge me!! I’ve had it with this company already! Painful is an understatement! Plus my new email as a new client states they are open Saturday they are not!Not at all happy and want to go back to Bulb Energy even though they are slightly more expensive. Customer service was second to none.

Edit: I meant PAYG smart meters, not prepayment I'm due to switch over to Ovo tomorrow from EDF, who we've got PAYG smart meters with. There is still credit on both meters.1. What will happen to that credit when we switch?2. Can we switch from PAYG smart meters easily?From what I've read, this isn't as straight forward as I thought it would be.Any help would be much appreciated!

I am trying to sign up to the online fix sept deal but I keep getting bounced back to the first page and have to renter y details. I have rung Ovo who say the deal is only available online after 90 minutes on the phone, the chat bot is useless for this and I have asked they report it to their technical team-still on hold as I write this.Any help from Ovo out there?

Hi Guys,Hope someone can help with this. I need to close the account of my elderly mother who has moved into a care home.Looking at the help pages it looks as if closing accounts is based on receiving meter reading from a new supplier. What if you simply need to close the account and there is no new supplier?I cant find an option on the website to simply close the account.

Good morning,We’ve been trying to set up an OVO account online for two months now. When we moved in, there were letters to The Occupier with an account number.I spoke to someone on 2nd July and they said they’d be in touch. Since then I’ve heard nothing. I sent the meter readings by email and still, zero response. Every time I try to set up an online account I keep getting the oops message.Is it normal that it takes this long? Is there anything I am not doing right?Grateful for any advice.TIA

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

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 tar

Hi there. This subject has been covered before but slightly ambiguous outcomes.  I have had to install a new 3-phase supply at a domestic property, which was (over) rated by our electricians as needing a 3-phase 315A supply. The size of supply was based around having 3 electric car chargers and large heat pumps for the house and some large outbuildings.  I couldn’t find any supplier who would provide a domestic contract on a CT meter, so have got a business contract with Eon until November 24. This contract has painful capacity fees and standing charges and isn’t very competitive on KWh rates either.  I would like to revert to a domestic contract in November this year, so would love to clarify the following : Will Ovo take on this account and revert to a domestic contract with existing CT meter? Will I be able to export any excess energy generated by solar panels?If my existing meter is not supported, would Ov

Hi, I spoke to someone on the phone two days ago and set up a direct debit and chose a pay monthly option for my new home. I was told I would receive a confirmation email to set up my account online and review what I signed up but I still haven't got this and it's been two days. Please could you tell me when you will send the confirmation email so I can set up an account online? I want to do this before my direct debit comes out so I can check it's all accurate and give most up to date meter readings. Thank you 

Hi, We just moved into a property in Wembley and the last tenants had OVO Energy as the supplier. Now we have to change the names. What we should do? Thanks

Has this happened to anyone else?I left my property end of March 2023, OVO took a meter reading in February 2023. I received my final bill in April and was in credit and received a refund. 8 months later (November 2023) I received another final bill. I now owe over £1000 and I have been charged over £60 in arrears.Unfortunately the person in customer care couldn't help me as "they had to raise a case" I am now left worrying myself sick as I have no money to pay this bill.

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.

HiTrying to resolve this for a friend She’s the owner of a property - the flat has previously been let out to tenants, and the gas and electric accounts were with Ovo energy. The tenancy ended on 27.02.24, and she wishes to take over the accounts from that date. My friend currently resides overseas and it is difficult for her to contact Ovo by phone, so she has asked me to help. The letting agency she used to manage the tenancy instructed another energy company to take over the supply to the flat. This was done in error, (and on the incorrect date) without her knowledge or permission, and we have contacted them to inform them of the erroneous transfer, and have it reversed. We have tried to set up an account with Ovo online, but the website won't allow us to (I presume because of the pending erroneous transfer), and refers us to customer services. I have contacted Ovo customer services,

I am new tenant to the house. I was informed by the landlord that the energy is provided by OVO. After the first month, I receive the latest bill and want to setup an account to manage it and pay for the bill.But I can’t setup the new account which “ Some of your details don’t match your account information” appear.I think OVO may not have any personal details of me registered.While the heading of the bill is just“The Occupier”“Address”“Post Code” As what I research on this forum, it is hard to find a “REAL” person for enquiry on every aspect of OVO.Any idea?Many thanks

  since last November been trying to get refund since switching . and DESPITE UMPTEEN PHONE CALLS no one has sorted out my rebate. you were happy to take my money but not happy to payback whats owed. I would like some extra compensation now. you have 7 days to respond otherwise I will have to take legal action  

Was with SSE years ago and basically I transfered over to Octopus energy as my bills where coming in at around £280 pcm pre pandemic. I am single occupancy in a 2 bed flat, I am out all day all sockets turned off. I also have no heating at all in flat there was storage heaters In flat but they where removed by HA. I still have 1 on kitchen wall but that is turned off at main swithboard and has never been used. I also tend to go straight into my bedroom when I get home to chill out. Anyways when I switched I recived an email of customer service from Sse regarding my meter being faulty in that email it clearly stated I was on economy 10. When octopus took over by the emails I recived from them on joining up they did not get a final read from sse so they used an estimated read taking it from the last actual meter reading provided by SSE. The meter I had at time was not a smart meter. When octopus took over the account they put me on economy 7. My question is

Hi there.To set the scene…..My partner was an OVO customer in her old rented house. Even though I eventually moved in with her, the OVO bill stayed solely in her name, as it always had.In Feb 2022 we got our first house together. We moved on Feb 14th and our tenancy ended on March 1st. My partner contacted OVO as she wished to take the account with us - but they wouldn’t offer the same tariff, so she told them we were leaving the property and wanted to cancel. She paid off the outstanding on the account, along with an extra month or so as we weren’t quite at the end of the contract.Fast forward to mid-August. We’ve been moved 6 months, and I get a letter from OVO in my name (odd, as I’ve never been an OVO customer, they’ve never had my details). It was sent to the old address, and luckily only found its way to me as Royal Mail are still redirecting. If not for that, I wouldn’t even know about this.The letter was a bill in m

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.

I moved house in March 2022, and sent photos of meter readings (twice) to close my account.  My account was in credit and for no reason given, Ovo was not able to process this until late May 2022.   Suddenly, in June 2022 I received an email saying there was a “meter reading dispute” but again, no information given.  I don’t see how there could be a dispute when I sent photos of the meter.  I assumed this was a mistake and didn’t reply.  In September 2022 I got a demand for money, for a property that I hadn’t lived in for 6 months and since then have had demands for money, now threatening debt collectorsI opened a complaint on 13th June 2023 to ask for this to be resolved, and have had no response apart from a further demand for money today (17th July) so clearly the complaints process is not workingHow can I get Ovo to address this ?

Back in November, I was erroneously transferred to Octopus Energy and have been experiencing numerous problems ever since. I wont bore you with all the details because it would take too long but I am left with one problem which OVO seems incapable of solving: I had an old email account which I changed because of spam etc. I changed it on my online account as was required but … accounts persist in sending emails to my old email address and don’t seem to be in communication with the rest of OVO. In spite of many phone calls, I received an email yesterday saying OVO was sorry I was leaving !!! to my old email address. This was exactly what started all my problems in the first place.Is there any way I can speak directly to a real person in accounts so that I can finally sort this mess out?