Switching suppliers and moving home

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

  • 117 Topic threads
  • 2,126 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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Tutorial

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

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117 Topic threads

J
New Member***
JenniCoxNew Member***
Posted in Switching suppliers and moving home

Just moved into a house supplied by OVO - the website says you're not accepting new customers?

Hii have just moved into my first house and the previous occupier used OVO as their energy provider.I have tried to start as a new customer but the website says I can’t open an account and when I ring the options are for members only. what should I do? I’m just concerned of the electric and gas being cut off thanks

1
nealmurphy
Carbon Catcher***
1 year ago
J
New Member**
johnreahNew Member**
Posted in Switching suppliers and moving home

Are you accepting new gas customers at the moment?

We have recently bought a house, and Cadent have connected a gas supply. We have a meter point reference number but no meter, and are choosing an energy supplier. I was told by your support team a couple of weeks ago that although you were able to switch customers who were already electricity and gas customers of other companies, you were unable to accept new gas-only customers who had no meter. Is that still the case, or have things improved?

1
Tim_OVO
Community Manager
1 year ago
H
New Member***
hotta.dNew Member***
Posted in Switching suppliers and moving home

"A problem has occurred..." when logging in to my OVO online account - Has my new account been set-up correctly?

Hello,I am a new customer to OVO.I moved to a flat on 9th of May 2022.I called 0330 303 5063 soon after I moved in and have had my account set up by the operator telling her my personal information like name, phone number, email address, date of birth, etc.I then set up OVO online account by myself, apparently with success,but when I log-in, the site shows  "A problem has occurred" screen, as I attached below, and I cannot do anything there.I can log in, but what I see after logging in is the attached "A problem has occurred" screen. I have also tried Android OVO app, but similarly, the app says:Sorry, there was a problem grabbing your account information.and cannot do anything on it. Then, one month later, in early June, I got the first bill by post and was surprised to see the bill addressed toThe Occupier(my address)(my zip code)so I suspect that they failed to register my personal information correctly to my OVO account.I have sent email to hello@ovoenergy.com multiple times asking

1
H
New Member***
2 years ago
P
Carbon Cutter***
philipnCarbon Cutter***
Posted in Switching suppliers and moving home

How does a new non-verbal person set-up an account following a house move?

I am a first time tenant who recently moved into a home supplied by OVO but I am receiving bills under the previous tenants account. I am non-verbal and have tried emailing and using the online chat service both of which haven't worked. Is there anyway I can resolve this without calling? The property mangers have already tried to resolve this by calling and explaining all this but the advice has still been to call. I also already looked into switching to a more accommodating service but unfortunately still need to set up an account on OVO before I could do so. PS- I live alone and quite far from any family so getting someone to help would be quite difficult. I also would prefer to not have to rely on such methods.

12
Blastoise186
Plan Zero Hero
2 years ago
D
New Member***
dd1dNew Member***
Posted in Switching suppliers and moving home

Moved in and setup account but the starting date is wrong, how can I get this corrected?

Hello, I moved in April into a property with electricity supplied by OVO. I registered, but there was a mistake - my start date was listed 1 month late (14th of may instead of 14th of april, which is when I actually moved in).I immediately phoned OVO when I saw the wrong start date on the contract. The person I talked to was very nice, but said he could not do anything, but would forward the information to the relevant people, who would be able to fix this issue. It has been almost two months, and I have had no news...I have also sent in an e-mail a couple of weeks ago, but I have not received any reply either. Is there some contact number for the contracts team, or some other way to contact and fix this?

1
Tim_OVO
Community Manager
2 years ago
R
New Member***
ravensclawNew Member***
Posted in Switching suppliers and moving home

My switch away was rejected as I have a 'profile class 0' (commercial) supply - how do I get database updated?

I applied to change my Provider through Uswitch at the end of July. I have been informed by my intended new Supplier that the delay is entirely caused by Ovo failing to amend the database. This has dragged on for ten unneccesary weeks, if anyone knows how I can move this along and switch away from Ovo I would be really grateful. This has been dragging on far too long and I was assured that it was a simple process that would probably only take a fortnight.

56
Jess_OVO
Retired Moderator
2 years ago
H
New Member*
hels_gNew Member*
Posted in Switching suppliers and moving home

Why won't British Gas set-up a new account following my move?

Hiya - this is not an OVO question but I hope someone can help. My stepson moved into his own house in September 2021. The energy supplier for gas and electric is British Gas. He contacted them on completion to give them his details and a meter reading but they told him, they couldn’t talk to him because he is not the account holder and there are arrears on the account. The house was empty for some time before he moved in (deceased estate) and although we have a name for the former tenant (it’s not the same as the person who sold the property) we have no idea who he is or where he is now. We have tried repeatedly to talk to British Gas by phone and email but we’re getting nowhere. Letters from a debt collection agency are now coming chasing the outstanding amount - still in the name of the former tenant. We know we’re liable for the gas and electric from his moving in date but just cannot get British Gas to update his details or send a bill in his name.  We’ve tried switching as well b

2
I
Carbon Cutter***
2 years ago
I
Carbon Cutter***
InhouseCarbon Cutter***
Posted in Switching suppliers and moving home

What's the difference between OVO Energy and Boost?

I know OVO own BoostAre they housed in the same building ? Do they each have their own staff ?Do they have independent  customers services  and are they all based in the UK ?

4
Blastoise186
Plan Zero Hero
2 years ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in Switching suppliers and moving home

What is the 'Supplier of last resort' (SoLR) and why am I affected by it? FAQF.A.Q.

Updated on 20/06/24 by Shads_OVOThis is an OVO Community volunteer guide. Sometimes, all good things must come to an end, and as much as we’d all rather not see it happen, even energy suppliers unfortunately cease trading from time to time. And in recent times, this has been happening to a lot more suppliers than usual all at the same time. But what happens if a supplier goes down, and what happens to your energy supply? You never need to panic, as there’s always a solution to these issues. Firstly, I want to reassure you that there are several measures in place to protect customers of failed suppliers and energy supplies will never be disconnected if a supplier goes bust. This forum guide focuses on one of them – the Supplier of Last Resort (SoLR) process managed by the regulator Ofgem. It can’t be used in all cases, but for those where it can be applied, it can effectively rescue all customers and transfer them to an alternative supplier – along with the credit balances of domestic c

4880
Blastoise186
Plan Zero Hero
2 years ago
A
New Member*
appshineNew Member*
Posted in Switching suppliers and moving home

What happens to my current British Gas PAYG smart meter credit if I switch to OVO?

I recently moved into a new (rented) property which was supplied by British Gas.  It has a smart meter and was initially set to use PAYG topups.  I want to switch to OVO on a monthly DD.What will happen to my existing credit on the meters that I have already topped up?

1
Tim_OVO
Community Manager
3 years ago
P
New Member*
P ThapaNew Member*
Posted in Switching suppliers and moving home

My tenants have moved, what do I do next?

  Hi, My tenant has left the property. Currently, it is vacated - i.e. no tenant. They were with Ovo previously. What can I do now?  

10
Tim_OVO
Community Manager
3 years ago
O
New Member***
OVO CrooksNew Member***
Posted in Switching suppliers and moving home

Why have OVO taken over a supply of my property when I didn't request this?

ive found out today that OVO have taken over the supply of a rental property i own without authority, providing fictitious meter readings to E-on.E-on, equally incompetent, cant tell me who instigated this but as i’m the bill payer and i havent so it amounts to fraud and identity theft. Ovo are shut  - sound like a great scam going on here OVO - identify vacant letting properties, take control on an unknown tariff and give fictitious readings to the outgoing supplier. send the bills at an inflated tariff to a vacant property. Sharp practices which i shall be taking up with the ombudsman

1
Jequinlan
Carbon Catcher**
3 years ago
W
New Member*
willNew Member*
Posted in Switching suppliers and moving home

What can I do if I've moved out but forgot to take a final reading?

Hi, I've moved out of a rented house and forgot to read the meters :( I'm now living away from the property and it's been more or less unoccupied for the most part for the last couple of months so I've got a feeling any estimated readings are going to be way too high. If the estimates are too high (ie higher than the next readings taken when landlord gets property back) how will I get the difference back?? Thanks!!

4
Eva_OVO
Retired Moderator
4 years ago
W
New Member*
WobagUKNew Member*
Posted in Switching suppliers and moving home

2 meters with 2 MPANs- can I switch to OVO?

I'm looking to change suppliers and Ovo is definitely high on the list.However I am told we are a bit unusual, we have two meters, one to do the cheap nighttime electricity, and one to do the day rate, so that means two MPAN numbers etc.Is this something Ovo can accommodate? I had another supplier tell me they could but it would mean two standing charges, which is definitely something we don't currently pay to one of the big suppliers.

1
Tim_OVO
Community Manager
5 years ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home

Meter Reading Disputes - What are they?F.A.Q.

Updated on 10/06/24 by Shads_OVO Switching suppliers can seem complicated so we’ve explained the full switching process on this great guide. Once you’ve made the decision to switch, the next important thing to remember is to submit some opening meter readings when your new supplier asks. If that new supplier is OVO you can submit these on your online account or OVO app (download for Android or iOS).  You may be wondering, what happens if you forget to submit the meter readings in time?  As with your monthly summary, if we haven’t received an opening meter reading (either submitted manually or sent automatically by your smart meter) we’ll use an estimated reading. This estimated reading will be based on the history of your meter readings held by the energy industry and will be agreed with your previous supplier to use on your final statement with them.If it’s been a while since you’ve submitted readings to a previous supplier, you might notice that the opening reading doesn’t line up to

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Jess_OVO
Retired Moderator
6 years ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Switching suppliers and moving home

What is an Erroneous Transfer (ET)?F.A.Q.

Updated on 10/06/24 by Shads_OVO Why have you let me know I’m leaving OVO when I didn’t request to switch? Sometimes we receive a request for us to switch your supply away from us in error. Whilst it’s quite rare there’s a few reasons this may have happened,Human error - someone may have entered your address details accidentally when applying for a genuine switch Fraud - very occasionally fraudsters may use your details to apply for an energy switch (if the details held by the other supplier match your details it might be worth contacting your bank and checking your internet security procedures) Mistake in your address listing on the national database - If way your address is listed is unclear or incorrect this can cause issues switching. Check out this topic for more advice in getting this corrected. How do I stop the switch taking place? If you receive an unexpected leaving email, contact our Support Team to let us know you don’t want to go. They can put a stop to the impending switc

49000
Jess_OVO
Retired Moderator
6 years ago
E
New Member*
EnergymonkeyNew Member*
Posted in Switching suppliers and moving home

Mismatch on final and opening meter reading - how can I resolve this?

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?

1
Transparent
Carbon Catcher***
6 years ago

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