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burtis123
Rank 1
February 12, 2018
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Why has the existing energy supplier of my new house objected to switching me OVO? - I don't have a contract with them!

  • February 12, 2018
  • 15 replies
  • 4226 views

Hello there,

I've just purchased a new house and I'm trying to join OVO.

I keep getting emails from OVO about a objection. This is from the existing energy provider which I do not have a contract with nor do I even know which company it is.

Can someone from OVO give me a call and confirm the existing energy provider + contact details?

Thanks,
Jack

Best answer by Lucy_OVO

Updated on 04/09/26 by Chris_OVO

 

Sorry to hear about the delay to your switch.

 

When you asked to join us, we needed to send your request back to the current energy supplier for the property. This gives them a chance to object to the switch for several reasons.

 

They might have issues with your property details, like an incorrect address or meter information, or there could be problems with your account, such as an unpaid balance or an unregistered account.

 

Since the current supplier is responsible for your energy from the date you moved in, you will still need to set up an account with them, even if you plan to switch later. You can find more information on how to identify your current supplier on OFGEM's website.

 

If we receive an objection to your switch, we'll let you know. We might not know the exact reason for the objection, so we'll suggest that you contact your current supplier to find out what the issue is and resolve it. This often happens because you haven’t signed up with the current supplier for the property, and there may be unpaid debts from the previous tenant.

 

If we get an objection, the switch will be canceled. After you fix the issues with your current supplier and still want to change suppliers, you will need to reapply for the switch and choose from the available plans at that time. You can apply to switch to OVO here.

 

Once you’ve switched to us we’ll send you everything you need to know, and your rates, in a welcome pack. We’ll also let you know how to log in and manage your account via your online account and OVO app (download for Android or iOS). You can find out more about using our app and online services via these guides:

 

 

There’s more great advice on what to expect when joining OVO on this great guide. 

 

Interested in becoming an OVO member? - Check out our plans!

 

15 replies

Show previous replies
Newcomer
DuncanIzel
Newcomer
October 7, 2023

Thanks for the information on compensation etc. I certainly wouldn’t refuse any but at the moment I just want it to be over with and sadly, I can’t see how that will be the case. Countless calls and I’m no further forward. They don’t even acknowledge emails (other than the automated ones).

 

The gas completed the move on the 1st September as per my request on the 6th August. It almost feels OVO have given up trying and I’m just left in limbo with two suppliers, 100Green for Electric and OVO for Gas.

 

I’ll work through the details you’ve provided but if they won’t even acknowledge a complaint it feels like I’m just winding down the 8 week clock until OFGEM will do something. 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
October 9, 2023

Hey @DuncanIzel,

 

Sorry for the issues you’re having,

 

We don’t have access to your account on the Forum. but as you mention ‘erroneous transfer’ is sounds like maybe we’ve attempted to take your electricity supplier but it’s been rejected by your current supplier. And they’ve been advised that we’re taking the supply erroneously.

 

 

Or it could be something to do with how your address appears on the national database. 

 

 

Renewable Energy? Big Fan.
    Newcomer
    DuncanIzel
    Newcomer
    October 9, 2023

    All I’ll say is it’s a complete mess. How they can input the joint application for energy as “Switch” for gas and “Erroneous Transfer” for electricity is beyond me. I used to be with OVO just over a year ago and they thought a different company had taken the electricity without permission (Hence the ET), it didn’t once cross there mind that it was an intentional switch away from them and that I just might have contacted them at some point over the 12 months about why they weren’t my supplier (for gas and elect) if it hadn’t been an intentional switch. Or, that they’d only just taken over the gas that same month as a switch so maybe that’s what should have happened with the electric as well.

     

    Anyway, todays call has confirmed that OVO had indeed sat on their backsides for the last month and done absolutely nothing. They weren’t waiting for a database change or various other things I was told. They actually had to start a switch application while I was on the phone to them today because they weren’t working on one. If I hadn’t of called it would never have completed. And they’ve still not even acknowledged the email complaint I sent them even though it was sent a week ago. A little longer than the 48 working hrs was they stated in the automated response. All in all, another 46 minutes on the phone. I seriously wish I’d gone elsewhere and still might given it’s a variable rate non tied in rate.

    Tim_OVO
    OVO Staff
    Tim_OVO
    OVO Forum Legend
    October 10, 2023

    Sorry to hear about this, @DuncanIzel. As moderators we can only guess as to what has happened which is no help to anyone.

     

    If you email OVO’s support team you should get a response, and your complaint should be logged and resolved or escalated. For any future emails please use hello@ovoenergy.com as the target email and use the email linked up with your OVO (gas) account to sent it from. 

     

    If you need our help getting your complaint escalated, let us know so we can send you a private message and take some details. Other than that I hope this all gets sorted for you quickly. 

    Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    October 12, 2023

    All I’ll say is it’s a complete mess. How they can input the joint application for energy as “Switch” for gas and “Erroneous Transfer” for electricity is beyond me. I used to be with OVO just over a year ago and they thought a different company had taken the electricity without permission (Hence the ET), it didn’t once cross there mind that it was an intentional switch away from them and that I just might have contacted them at some point over the 12 months about why they weren’t my supplier (for gas and elect) if it hadn’t been an intentional switch. Or, that they’d only just taken over the gas that same month as a switch so maybe that’s what should have happened with the electric as well.

     

    Anyway, todays call has confirmed that OVO had indeed sat on their backsides for the last month and done absolutely nothing. They weren’t waiting for a database change or various other things I was told. They actually had to start a switch application while I was on the phone to them today because they weren’t working on one. If I hadn’t of called it would never have completed. And they’ve still not even acknowledged the email complaint I sent them even though it was sent a week ago. A little longer than the 48 working hrs was they stated in the automated response. All in all, another 46 minutes on the phone. I seriously wish I’d gone elsewhere and still might given it’s a variable rate non tied in rate.

    I suggest you make the OVO CEO aware of your experience to see if that prompts a better response

    You can include a link to this thread 

    https://forum.ovoenergy.com/my-account-140/mission-impossible-16133

     

    (Edited by moderator)

    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd