Moving into new house, how do I set up my account?

Hello everyone, I have moved in today to my new rented flat. I called OVO today to create my new account but they said that my account cannot be created as the existing account needs to be cancelled first. My letting agent later informed me that perhaps “Help the move” haven’t informed OVO about this and this might be done in couple of days. Should I wait for this or should I get in touch with “Help the move” to expediate the process?

Second question is that my letting agent doesn’t know what kind of smart meter is installed at the property. Since I have moved here from overseas, I wasn’t sure either. With little research, I think it’s SMETS2. Today the meter has moved almost 5 units and says “Credit Mode Bal 4.50 (in the morning it was around 2.5) . Is this a post pay meter or prepaid?

Thanks. Any idea what does “Credit Mode Bal 4.5” means?

I have recently moved in to a rental that is already supplied by OVO. I have never been a customer before so have tried to set up an account.

 I have received a link to activate said account and a page shows up asking me to input more details. One of the required details is ‘OVO account number’. Obviously I do not have an account number, I am trying to set up an account as a new customer?

I have no way of contacting the previous tenant and the landlord will not ask or this on my behalf. There has been no letters left behind and the emails I have received do not include an account number, although OVO states that every email does include this?? I cannot get in contact with anyone at OVO and cannot set up my account without this number according to the website. 

Alternatively, have you tried https://switch.ovoenergy.com by any chance?

Hey @Riteshkush,

Sorry for the issues you’re having,

If you’re unable to set up an account online, please call our Support Team on 0330 303 5063. They can set up your new account over the phone. We have a great Tutorial that might be helpful: 

Hello everyone, I need some help with my Ovo account move/migration. Basically it still hasn’t happened one year on. 

I moved home last year June 2022 and the previous owner said they used Ovo for gas/electricity. So I carried this on. Had a letter from Ovo addressed to the owner/occupier and set up a direct debit with my bank for payments. A payment was made to Ovo in July 2022 for the period of June-July 2022. 

After this, I realised around October 2022 that there was no direct debit coming out of my account. Called Ovo to get this sorted, they said they were migrating my account over and will be in touch. Whilst this was going on I’ve been receiving lots of letters in the previous owners name to my property. Passed these letters on to the previous owner who said Ovo are sending debt collection letters in his name to my new address, as the bill payments are from the date I moved in til the present time. 

Jan this year, Ovo sent another letter in the previous owners name, but on the letter it stated something along the lines of “if the person who this is addressed to no longer lives here, please call this number”. Called the number to explain I’ve been the owner of the property since June 2022. This was Ovo’s debt collection team.

Called Ovo on a monthly basis since then asking about the migration process/issues  and always get a different excuse as to why it’s not happened, they also asked for proof of move documents recently, which I supplied. I am also registered to the Priority Services Register due to disability.

My online account/app has not worked since the beginning so I cannot see my energy usage - ‘a problem has occurred’ every time I’ve logged in. They also have four account numbers listed on my account, none linked. 

I managed to speak to someone at Ovo in May, who made a bit of progress by setting up a direct debit, but they managed to set up two direct debits. 

Now there is a balance to pay and I don’t have an issue with paying this, but Ovo still has not sent a single bill/statement/acknowledgment letter to me in my name and it’s been over a year! I can only assume the double direct debit is to clear the back payment. Last time I spoke to Ovo about this, they said they will investigate the matter. I’ve never had the opportunity to choose a tariff with Ovo and the whole experience with them has left me extremely frustrated and dissatisfied. 

Could anyone help with what I should be doing next? As I’m pretty fed up dealing with Ovo agents over the phone. I also tried via webchat and they diverted me to the migration team. 

Thanks

Hi @Draper 

I am just a customer like you. 

Sorry to hear that terrible story. It is truly shocking for any customer, but particularly someone on the Priority Service Register.

There is no excuse for it taking over a year.

I have flagged the OVO moderators in case they wish to comment before i make some other suggestions. 

@Draper keep an eye out on this page for a message

https://forum.ovoenergy.com/inbox/overview

If you post how you get on i am sure it will help other customers

Hi everyone, thought I would update this thread. Partially sorted but still a few ongoing concerns.

So progress was made after posting up my issue with account set up here, where Ovo forum support reached out via direct messaging on the same day and sorted out the online account - I had online access and could view my bills! All that was left to do was set up a direct debit and clear 1 year’s worth of bills….

Called the Ovo support team to set up a DD last week, which they did after giving my details. Logged online later that evening to the Ovo app and noticed a new account had been created where the DD was set up to! 

Reached out to the forum support again to inform them of what’s happened, they cancelled the DD on the new wrong account. Two days later I received a welcome letter/pack from Ovo (first letter ive received from Ovo addressed to me after 1 year) with the new wrong account details! 

Why oh why is this so hard to sort….I have reached out to Ovo forum support again to ensure this new wrong account is closed as there is a bill for this month generated. 

There is also one payment that I made to Ovo to be traced when I moved in last year as it has not been credited to my account that I cant see, but they have credited the couple of DD payments made to the correct account.
 

Me move to home old costumers to bill Cheng name I will pay next bill bill attached my name 

Hi

I’m trying to set up an account with OVO having just moved to a new flat. OVO is apparently the supplier here. I want to set up a new pay on demand variable account. The online system doesn’t let me. Tried phoning and waited for ages but the guy on the other end couldn’t seem to hear me and put the phone down on me! I’m getting fed up trying now. Any suggestions?

Louise

Thanks - I don’t want to set up a direct debit account. I’ve tried the live chat but I just get a bot which doesn’t help :(

Why do they make it so difficult for a potential new customer?

Louise