Switching to OVO but online account not fully active - is switch complete?

Hi @doyensnr , although it doesn’t help with your account access, presumably you know your energy plan details (price per kWh) and hopefully start readings from your records?

You can check the current meter readings and calculate your own energy costs just to check. I realise that you shouldn’t need to but without it might help for now. 

Hey @doyensnr,

Sorry for the issues you’re having,

I wonder if there is an issue with the details for setting the account up or the change perhaps hasn’t yet completed.

I’ll ask Forum_Support to reach out. 

I have an account number but I can’t set up an online account, because I am not fully migrated.

My problem is how and where can I send ,My meter readings, so I can see how my account stands at the present time. because I have been using,heating and general power,since moving from SSE on August, so it must be mounting up a fair bit.

Thanks Ian.

Unusual to hear your account hasn't fully migrated

Try the online chat feature.

Type Meter Reading

https://www.ovoenergy.com/help#contact_us_container

I think it will ask you for your account number and let you enter the Reading from memory 

Following an online transfer request, my gas and electricity accounts were transferred over from British Gas (official transfer date was the 15th). However, when I try and log in to OVO I get the error below. Customer support say that this is because my account transfer is still being completed but the message doesn’t mention that at all.

Has anyone else had this? Do I really have to wait 6 weeks before I can even log into the OVO platform or is something else going on?

Many thanks, Ben

Hey ​@bsmither,

Welcome to the OVO Online Community!

It can take six weeks for the account to be set up properly 😊

These similar topics might be helpful:
 

But the issue is that when I log in the message I get is:

“We're working on a new website for you”

It would be more useful if it said:

“you’ve just transferred to us, you will be able to access your account when the process is complete”.

Can you confirm that, at this stage in the transfer, I should be receiving a webpage that I get? It seems to imply that something is broken. I don’t want to wait 6 weeks and then still have issues.

Thanks

I understand your concern, I’ll ask about this internally & report back ​@bsmither. 

Hi,

any update on this? I’m keen to get into the charge anytime tariff for our car. Can you do anything retrospectively so that I’m not paying 23p/kWh to charge? Thanks

Hey ​@bsmither 

Sorry to hear about this, it definitely seems like something’s not quite going right.

We don’t have access to accounts here at the Forum so you’d need to get in touch with the Support Team. They’ll be able to take a look into what might be going on, and see if they can do anything to help.

I’ve linked below to a few topics which may also be helpful:

Do let us know how you get on.

Hi Abby,

I emailed the support team on Monday but still haven’t had a response. Please could you chase?

Thanks

Ben

Hey ​@bsmither 

Sorry you’ve yet to receive a response from the team.

We don’t have access to accounts here at the Forum so we wouldn’t be able to check on the progress of things here. Do you know if you’ve raised a complaint about this already? If not, I’d recommend raising a complaint with the team so they can make sure the account access issue is fixed. 

Once the account access is resolved, add-ons like Charge Anytime will be easy to add.

I’ve linked below to a topic about complaints which may be helpful:

Keep us updated with how you get on.

Hi, this is all resolved now, there was an issue with my account resolved by customer support manually issuing a password reset.

Hey ​@bsmither 

Thanks for popping back with that updated. I’m glad to hear that’s all been sorted!

Feel free to pop back any time if you’ve ever got any other questions.😊