Switching suppliers and moving home

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

Hello We moved out of our house on the 28th July but I’m struggling to submit final meter readings. I can’t submit via the app because it’s saying there are no meters associated with the account. I tried emailing using the email listed on the help centre page which is hello@ovoenergy.com but I got an auto reply to say the address is no longer in use and to use the one on the help centre page. I can’t see any other email address listed so no idea what’s going on there. I tried the webchat option during the week but I was 44 in line and when I went back to check where I was in the queue, it reset and I had to start again. So I gave up. I did try calling but didn’t have much time to stay on the line because we’ve been moving. Any ideas how I can get the final meter readings submitted? Do I just need to grit my teeth and hang on the phone or is there an easier route? Thank you. Sarah

I am owed money by OVO after closing my account when moving..I have sent pictures by email to them of final meter readings as asked for by call centre now I have an email asking me to call the call centre to give my final meter readings who have asked me to email pictures of my final meter reading. Any one able to help with next step please as it is nearly £400 owed to me when they took over SSE whom i was with before this shower came along..

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 when moving from economy 10 to 7 does the meter need to be physically collaborated by an engineer? To represent economy 7 peak and off peak times or is this done automatically. If this is not done could the supplier Octopus be getting the readings for E10 instead of E7? The reason why I am asking I do not have access to my meter it's locked away securely by our HA. I haven't had a accurate meter read for over 23 months all estimated bills which are sky high as I said I am out all day too. I spoke to them about it and like banging head against brick wall. I haven't spoke to them about this yet though as I only found email from sse 2 days ago. I am in process of Taking them to energy Onmbusman. There was 1 month I was out of the country for 3 weeks no one in property and they sent me a bill for £162 . I managed to get a reading to them when I gave them a reading they whacked £3129.00 on my bill and said they where undercharging me for usage charging Me at 86.7pkw day and 32.5 pkw off peak obviously I went mental. I got them to check meter they did a patch test sending own engineer I thought they had to be independent engineers or has to be 2. They said meter was fine running 0.5 slower. I have been requesting a smart meter for god knows how long but kept falling on deaf ears. My mum got on phone. Good ole mum and demanded a smart meter to be installed so I can see what I consume. When they come to fit the meter. The engineer economy 10 wouldn't work with new smart meter. So he was aware of economy 10. Since having new meter put in my bills have dropped dramatically. So was Octopus actually getting readings for 10 and would this cost me more if they have only applied E7 to my tariff.? If so who is responsible for this ​

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.

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 my name for energy usage (not very much, mostly standing charge - I assume the property is still empty), but they’re trying to charge me £130 from March 5th (after we moved out and the tenancy ended) up until present day. Basically, they’ve decided that they want someone to pay standing charge and trickle usage on an empty house (which should be the landlord or the letting agency), but they’ve clearly looked on the old electoral register, found my name and set up an account without permission or without ever contacting me. I called OVO and explained all of this to the guy I spoke to. He said he would get it cancelled, and I’d get a call within 5 working days to let me know the outstanding debt had been scrubbed. I’d heard nothing until a week later when I received a letter (again, sent to the old house and redirected) saying “Your account has been cancelled, Sorry to see you go”, but still presenting me with a settlement bill for £130. I tried to call OVO again, but couldn’t get through on the phone because of the constant queues. I went through their complaints procedure via email, and a few days later got a response telling me that they couldn’t talk to me about the account as the email address I had messaged them from didn’t match the address on the account (there was no address on the account, as I had no part in creating it). I tried phoning again, and did get to speak to someone. After explaining everything once again, he discovered that the first person I had spoken to the week before had made a mistake and processed it as a cancellation. He took some extra details from me (including a contact number and email address) and said I would need to send them a copy of the tenancy agreement for when we moved in and when we left. There are several issues with this: The tenancy agreement was in my partner’s name, not mine. All of the paperwork was online through the letting agency, and we lost access to that after the tenancy ended. And even if we did have anything printed, we haven’t kept paperwork for a rented house that we moved out of half-a-year ago. Now that OVO have my email address on file, I decided to complain via email again. This time adding that I can’t give them a copy of the tenancy agreement and also explaining that it shouldn't be down to me to prove that I don’t live at this address when they set up an account in my name with no proof that I did live at this address. They need to get this sorted, it’s their mistake. This email was sent on August 31st. It’s now September 9th and I’ve heard nothing other than a text message a couple of days ago saying “please pay your £130 bill”. TL;DR - OVO set up an account in my name for a property that I moved out of over 6 months ago, without contacting me at any stage. I’ve never been their customer or had any contact with them. I’m now having to jump through hoops to get them to fix their issue and I’m getting nowhere. Is what they have done even legal? What should I do next? Who do I speak to? How do I follow this up to get this sorted? I find it absolutely disgusting that a company can just create an account and set up a bill in the name of someone they’ve never had any dealings with.

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 collectors I 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 working How 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?

Hi We 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

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

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**

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

Updated on 16/01/25 by Emmanuelle_OVO: Are you a pay as you go customer? Check out the topic below: 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 The process for creating a new account varies slightly depending on who is currently suppling energy to your new home when you first move in. Check out this topic for some great advice in how to find out this info. If your new home is supplied by OVO, you can call our Support Team on 0330 303 5063, we’re open Monday- Friday 9am to 5pm. Or, if you’d prefer to do it all online you can sign up here . Once you put in your new address details the website will recognise we already supply your new home and give you a quote based on the usage figures we have for the property. If we’re not the supplier already, there’s just a couple more steps to get a new OVO account set-up if that’s what you choose to do. You’ll need to get in touch with the current supplier to let them know you’ve moved in. They may ask for a set of meter readings and will set up an account for you to cover your usage costs until you decide what you’d like to do next. You can check out our current plans and apply to re-join us here, however there’s no obligation to, you might choose to switch to another supplier or stay with the current supplier there, the choice is yours. If you do decide to switch back to OVO you’ll get a new account with a brand new account number. We’ll get you back on board as soon as we can (from the next working day) but bear in mind that the cost of the energy you use during this time will be charged by the original supplier. They’ll send you a final statement within 6 weeks of the date you switched back to us. Check out our guide to joining OVO for more details about this process. OVO member but not got a smart meter yet? - Book today! Interested but not yet an OVO member? - Check out our plans!

Hi I 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?

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 to be closed, and then OVO needs to apply for a transfer again. EDF refused to give me a final bill based on the photo of the meter I have from 13 Feb (entry reading for OVO). Now, I called OVO, and the OVO agent said to check with UK power networks and confirmed that the MPAN OVO has is a correct MPAN. So apparently, EDF had a wrong MPAN all along, but the correct meter (old meter serial number is shown correctly on the EDF bill). So OVO agent said that as they have the correct MPAN, the problem is with EDF, and there is no case for closing my account and then doing the transfer again. ( Neither would I want that) Called back to EDF and they said that as the old meter number is nowhere in OVO bills and the final reading of that old meter was not recorded by OVO, OVO would need to submit for erroneous transfer. EDF refused to update my bill based on the photo of the old meeter I had on the transfer date in order for me to pay it and close the account with EDF. Now, I’m 99% sure that when I call OVO tomorrow, there is no way they would file for erroneous transfer. I’d like to stay with OVO, without any interruptions in my account, but I don’t want to keep paying to both EDF and OVO. So what do I do? Is there an adjudicator between networks? Can I just insist on my final meter reading with EDF and plain refuse their assertion that I still have an account with them? I am completely lost in this. Please help.

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

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

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 fit a temp meter. They don’t do this and suggested we use British Gas if we want to get anywhere. ovo suggested I call tomorrow and say I want to get an appointment through the complaints system to try to get an earlier appointment. I’m not sure I trust them to ever turn up now No sign of the £30 compensation.

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 department is trying to say that we went from £147 in credit (which was refunded to us) to £183 in debit. Have logged an official complaint now because they just can’t or won’t give us an explanation. Just wondered if anyone else has had a similar problem? Their service at our new place is fine

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?

I moved out of my house recently, I provided final meter readings on line and rang and spoke to a OVO employee to confirm that we moved out on the date of the final meter readings. Why does my final bill include several days after the date of moving?

Hello there, I've just purchased a new house and I'm trying to join OVO. I keep getting emails from OVO about a objection. This is from the existing energy provider which I do not have a contact with nore do I even know which company it is. Can someone from OVO give me a call and confirm the existing energy provider + contact details? Thanks, Jack

Please can someone explain why despite the best endeavours of a senior complaints resolution handler, OVO is unable to get my smart meter working correctly. Having been promised a smart meter with E7 functionality to replace my previous dual meter (with E10 rates) and having received a new agreement showing dual rates the smart meter fitted 27 days ago on Aug 31st is still only showing a single rate and the the 5th port is not switching on during the off peak hours. This means I cannot use my storage heaters and have to rely on using conventional heaters at the more expensive standard rate. In essence OVO have taken away one of my services and failed to replace it. (Not to mention the fact that my circumstances should class me as vulnerable).

I live in a block of six flats. A lot our now rented out by landlords on shorter term rentals (6 months). So inevitably there are considerable changeovers with tenants. Somehow, one of them has changed provider, but OVO have instead got the flats mixed up. The former tenants downstairs had used my flat address. But I never recieved any notification from OVO. Somewhere along the line they had stopped my direct debit, but I still had power. I never noticed this as I have been paying by DD for years. This only came to light yesterday when they cut the power completely for an unpaid gas bill. I DO NOT HAVE GAS!!!!! Spent two hours on the phone to their helpline, but they just were not helpful. They ended up putting me through to Boost energy, who said my meter nos did not exist. I had to hang up as I was getting upset. Where do I go from here?????