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Switching provider to Ovo but previous supplier hasn't set up my account

  • September 30, 2025
  • 10 replies
  • 121 views
N
Carbon Cutter***

I hope this makes a bit of sense.

 

I moved into a property supplied by a supplier (electricity only) sometime in June. However, I didn't get to set up the account until September. While trying to do that, my supplier had a bit of an issue linking my address to their system and while my complaint about the issue has been escalated and assurances received, there doesn't seem to any positive news from their end at this moment. Tbh, the whole process has put me off staying with them so I want to switch. 

 

Also, while trying to link my address to their system, I set up my online account and choose a variable tarriff with no exit fee with the hope that I can switch easily when the time comes. So presently, I am just waiting for the bills to be sent to my address so I can switch. (But if I can switch before then, I want to).

 

Summarily, I wish to switch to Ovo whilst my supplier is still trying to set up my electricity account. Will I encounter any issue doing this switch considering my supplier hasn't finished getting my account set-up or should I wait till then? 

Best answer by Chris_OVO

Hey ​@Nearlysixfeetininches,

 

Welcome to the community! 

 

The energy industry can be quite confusing, so you made a wise choice by joining the Forum. We’re here to offer advice and help guide you in the right direction. Blastoise is correct; it’s probably best to stick with your current supplier until they resolve the issues you’ve been experiencing. If you try to switch suppliers during this time, you could encounter additional problems.

 

Your previous supplier will bill you from the date you signed the tenancy agreement up until the date we agree to transfer your supply in the future. Once the transfer is complete, we will take over and manage your billing moving forward.

 

I’ve included a few resources below that might be useful. If you have any follow-up questions, we’d be more than happy to help!

 

 

10 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • September 30, 2025

Howdy ​@Nearlysixfeetininches !

It’s STRONGLY recommended to get your account fully set-up with the current supplier before you attempt a switch. Please wait until then before moving to OVO!

Just curious, but who is the current supplier?

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
N
N
Carbon Cutter***

I thought as much. Thank you. 

British gas.

Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • September 30, 2025

Thanks - that’s probably where the problem is. They’re not known for being… Very good at IT…

Try: https://www.britishgas.co.uk/help-and-support/make-a-complaint-select-energy

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Nukecad
Plan Zero Hero
  • NukecadPlan Zero Hero
  • Plan Zero Hero
  • September 30, 2025

Hi again ​@Nearlysixfeetininches 

I thought that OVO was already the supplier at your new property which you said that you moved in to 17 days ago?

Did you set up a new account with OVO when you moved in?

You didn't  reply back then; so has something changed from what you told us 17 days ago?

 

I said, Hey - Watts going on.
N
Carbon Cutter***

Hi again ​@Nearlysixfeetininches 

I thought that OVO was already the supplier at your new property which you said that you moved in to 17 days ago?

Did you set up a new account with OVO when you moved in?

You didn't  reply back then; so has something changed from what you told us 17 days ago?

 

Ovo wasn't. Thing was, I thought I could just switch to them considering I wasn't with anyone ab initio (first time renting and all that), but they needed my electricity account details to set up for me, and I realised I didn't have that. So through research, I found out I needed to switch out of a previous one (something related to tenancy) to be able to switch to them. So, I'm still in that process. 

Nukecad
Plan Zero Hero
  • NukecadPlan Zero Hero
  • Plan Zero Hero
  • September 30, 2025

OK I think I'm getting some better understanding now.

Have you been trying to use an online “Switching” service?

Those are for people who already have a supplier, not for someone just starting out.

(How could you “switch” if you didn't already have something to “switch” from?)

It sounds to me that you simply needed to set up a brand new account with OVO. (Because you had no account to switch from).

The previous account for then previous tenant is not yours - so you can't access it.

I have to be honest here though - Your use of the term “ab initio” is not what I would expect from someone who is struggling with how to set up a new energy account.

I said, Hey - Watts going on.
N
Carbon Cutter***

That's the misunderstanding. I wasn't trying to use a switching service. Ovo also thought I was switching cause I didn't see the option to start afresh with them. 

Before all this, I thought setting up an electricity account was as simple as: you sign up to whichever supplier you liked and they'll handle everything else. I even thought there would be like a set-up fee and all that. So Ovo asking for previous details got me confused, which ended with me signing up to these guys. 

I've realised it's all a mess at this point, honestly. I'm just doing the waiting game 

Chris_OVO
Community Manager
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  • Chris_OVO
  • Community Manager
  • Answer
  • October 1, 2025

Hey ​@Nearlysixfeetininches,

 

Welcome to the community! 

 

The energy industry can be quite confusing, so you made a wise choice by joining the Forum. We’re here to offer advice and help guide you in the right direction. Blastoise is correct; it’s probably best to stick with your current supplier until they resolve the issues you’ve been experiencing. If you try to switch suppliers during this time, you could encounter additional problems.

 

Your previous supplier will bill you from the date you signed the tenancy agreement up until the date we agree to transfer your supply in the future. Once the transfer is complete, we will take over and manage your billing moving forward.

 

I’ve included a few resources below that might be useful. If you have any follow-up questions, we’d be more than happy to help!

 

 

Renewable energy jokes never get old.
Nukecad
Plan Zero Hero
  • NukecadPlan Zero Hero
  • Plan Zero Hero
  • October 1, 2025

I believe that I've got it now:


You moved into a rental property, so needed to set up a new energy account with the existing supplier.
Because you initially thought that existing supplier was OVO you tried to set up an account with OVO.
However because OVO were not the existing supplier then they could only assume that you already had an account with another supplier and wanted to switch to OVO.

You appear* to have then found who the existing supplier actually is, BG, and are setting up an account with them. (or at least trying to set one up).

*I say “appear” above because it seems odd that their system doesn’t recognise the address if they are the energy supplier.
Have BG said that they do supply the property with electricity?
(Is there gas at the property? Are there perhaps different suppliers for the gas and for the electricity? Have you asked your landlord if he/she knows?)

 

 

……. my supplier had a bit of an issue linking my address to their system and while my complaint about the issue has been escalated and assurances received, there doesn't seem to any positive news from their end at this moment. Tbh, the whole process has put me off staying with them so I want to switch. 

.

Will I encounter any issue doing this switch considering my supplier hasn't finished getting my account set-up or should I wait till then? 

 

That is the cause of your issue, and you can't do anything until that is sorted out.

What you need to do is to get that account with the existing supplier fully set up; only after that has been done will you be able to switch to another supplier.
No other supplier can take over supplying the property without the agreement of the existing supplier.

I said, Hey - Watts going on.
N
Carbon Cutter***

Just a bit of clarification.

I knew Ovo wasn't the supplier cause I've never had a supplier before and there was no indication Ovo ever was. I just wanted to sign up with them. But got confused with the tarriff stuff and account set-up. And when they asked for some details that was apparently meant to be on a previous bill, I realised I needed to get a hold of that, which is why I researched and found out BG was the old supplier. 

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