Moved into new property and I owe previous tenants bill, why?

Unfortunately a common theme on too many issues is keeping the customer updated. 

Some processes do unfortunately take a long time in the Energy industry, but that doesn't mean customers shouldn’t be kept up to date. 

It may be worth seeing what this tool returns as it will give an idea of the status of your meter. 

https://smartmetercheck.citizensadvice.org.uk/

Hey @User,

Sorry for the issues you’re having,

OVO should be able to recalculate your opening meter reading using the subsequent readings you have provided. I’d advise calling our Support Team on 0330 303 5063 and they can get this raised to our billing department for you. In the meantime they can also request to put your direct debit on a review exceptions for the next 3 months. This means that while you await your account being re-billed, your direct debit won’t be adjusted.

Keep us posted with how you get on. 

Providing a happy update.

I was contacted a moment ago today, and my manual meter readings were accepted (I was also provided an updated bill for April which more than halved the bill). As such, the billing issue is solved. Thanks!

And, as the smart meter issue seems to be beyond OVO’s control (based on the instructions in this thread, the meter does not appear to talk to the network), I just have to keep taking regular manual readings until it starts to talk to the network. Now that the past readings are in, I hope that new ones will be accepted in  the web form without needing to keep emailing them in.

With the DD, now that the billing is adjusted, I will have to see if I get an automatic update for it in the next week or so. So, well before next DD is due. Otherwise, I will give one more call to the OVO support team. Thanks for the instructions to @Emmanuelle_OVO .

As a feedback, or a review: If the contact today was a response to the email from yesterday only, and had nothing to do with this thread, I would say, 4 stars out of 5. The missing star comes for the 14 day silence when promising a reply in five working days. If this was due to the thread here, maybe 3 stars out of 5 for needing to go semi-public with the issue. The peer-support on the forums gets 5 stars out of 5; as does the customer service here for filling in the missing details.

Hi @User

Good to hear you are making progress

The DD will be driven by the Future Annual Consumption, on the website not the app. 

https://account.ovoenergy.com/plan

So when this goes down, so the Direct Debit should also then recommend a lower figure.

Sometimes the Future Annual Consumption figure takes a while to adjust automatically, it can't be manually changed.

If you find your DD doesn’t go down quickly and you don't have much luck with the normal support number, you can try calling collections. They have more flexibility and can freeze your DD at a lower level for 3 months usually.

0800 0699 831

I set up dual account with OVO for gas and electric based on my new moving in date of April 6th. Downloaded the app and on moving in immediately sent meter readings confined as received. App said

Tick you told us you want to switch

Tick we’ve started your  energy switch

Tick your officially on supply 11 April

No tick we’re getting your account ready 

 All well and good as I expected. Received bill to occupier today 5 May  from EON so opened it with demand for money 6 th April to 26 th April . Rang EON up saying should only pay 5 days as will get bill from OVO for rest up to including today.EON agent says no as OVO haven’t registered address on National database so they are still supplying the bungalow? Nigh on impossible to get in touch with OVO and had to put up with a bot.FINALLY was messaging an agent she gave me a case number and told me it is typically 45 days for an outcome. Am I missing something here as it seems like a poor company to me with poor customer service. I dread to think who is supplying the gas I am using. Suggestions welcome. Feel like jacking OVO in and going somewhere else

Jimbos

Hi @Jimbos , is it possible that EON have objected to the switch? You can check on the status of your supplier here 

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator

BPLightlog, thanks for the very interesting reading. I will follow up on a few things. Nobody at work though during bank holiday to talk to so will wait until Tuesday 

Hi @Jimbos

Welcome to the customer forum, i am just a customer like you. 

When you move into a property you are meant to first register with the incumbent supplier for that property, in this case Eon.

Then you can switch to OVO at a later date. 

I suspect the process has got complicated because of this. 

It is also now complicated as it is over 14 days since you initiated a switch via OVO, so outside the normal window for cancelling the attempted switch.

Have you registered with EON now for the time being at least to get started? 

Didn’t know any of this, OVO  knew my situation and accepted me as a customer from the outset. When I bought the property it was vacant and sold through an estate agent I had no idea of Utility suppliers. I received occupier demands from BGas and Eon so have registered with them until OVO sorted. Thanks for the info Jeffus.

Morning. Hopefully someone here can help. My wife and I have recently moved into our new flat and set up with Ovo as they were the provider for the previous owner. We have paid our first bill and everything seemed fine. Then today we received a letter from Ovo addressed to The Occupier which is a bill for the same billing period (more than our plan) but linked to a different account number. I presume this is the account of the old owner but I’m not sure what to do as the billing periods are the same and it would appear there’s two accounts now linked to the address. Any advice? 

Many thanks in advance!