Why is my supply listed as a 'business supply' and not a domestic?

Ovo did fix something (thank you!)  a while back it seems, and just emailed me this:

I have checked your account and I can see that the profile class for the meter point administration number xxxxxxxxxxxxx was changed on the 15/07/2022. I am sorry that you were not updated. If you try and switch now you should have no issues

uswitch used to say:   "we are unable to switch non-domestic meters”  presumably when we had the wrong profile class

now uswitch says: “Looks like you have a business meter”, presumably as we have 30min billing for V2G

@Blastoise186  I’m confused by your comment “As I understand things, your V2G will remain active for as long as you’re still on supply with OVO.”.  I had thought the v2g trial was over, and ovo were stopping v2g payments jan 2023.  At which point it is sensible for me to move to an elec car type tariff.  Is there any chance ovo will keep it going?  If so I’d rather just stay, it’s less effort!

Hi @RobL and thanks for posting about this. 

@Blastoise186 is correct about those V2G exports continuing whilst you’re still with OVO:

As for the business listing from Uswitch, my understanding is the same as yours, being that it’s half hourly settlement that results in your electricity supply showing as profile class 0. I’m unsure of the change that was put in place on the 15/07/22, but my advice is to head to the experts on V2G and OVO accounts, the OVO smart home team, email them on: smarthome@ovoenergy.com - they should be able to outline your options...

As title says I have recently tried to switch from OVO but the new supplier tells me that they cant as my profile class is incorrect at 00 (Business) instead of 01 (Domestic).

I have been in touch with OVO ‘Support’ team and have found the process to be very frustrating with exceptionally long hold times and even being cutoff before anyone answered after waiting 9minutes and 56 seconds. Other times it has been a 45 minute wait before someone answers only to be told that my class looks correct as on my bill it shows as 01.

I have spoken directly with my DNO (SSE) who have informed me that the class is indeed incorrect and can only be updated by my current supplier.

Even speaking to someone on the chat takes an age and are generally clueless about this issue.

How do I raise this issue so that it can be sped up? I am losing money at this point since I would be on a cheaper tariff if I could move!

Very unhappy with the customer support at OVO.

Hi @machasm ,

Profile Class 00 used to be business-only back in the day, and would actually result in OVO refusing to supply you if that was still the case to this day, but it no longer applies. However, some suppliers are slow to catch up with the fact 00 can now be for domestic customers as well and still (incorrectly) reject switches as a result. It’s more about the half-hourly settlement these days!

OVO can help “fix” this issue with a workaround. The Support Team are able to request that your profile class gets changed to 01 so that it doesn’t choke suppliers who are being stubborn. Ultimately, everyone else needs to catch up as that’s the only way to truly fix it across the board!

However, I hear you. As a forum volunteer I’m afraid I can’t help to fix this problem, but I can recommend the next steps. Please try the complaints process at https://ovoenergy.com/feedback and use the contact form there - it’s the fastest way to make sure your complaint is sent off correctly.

I hope this helps.

Thanks for your help. @Blastoise186 .

You are spot on with your diagnosis and someone in chat has made the change. Hoping it gets updated soon.

No worries, glad I could help.

If the request has gone in, it may take a few weeks to fully rollout across everything, but you should be able to switch again after that. Make sure to wait for confirmation first though!

I have a domestic input mpan and OVO will not quote me as they say our export is business. However our export MPAN starts 18000 the same as our input. Very confusing. No one will correct this.

Hi ​@Iain McDonald ,

Let me ask someone for a little help to figure that one out. Bear with me!

Hey ​@Iain McDonald 

Sorry to hear this.

Have you checked in with your current supplier about it? It may be that there’s some information that’s incorrect within the National Database that only your current supplier would be able to check and request to be updated. 

Do pop back and let us know how you get on.

Yes I've checked with my current supplier and they say can't do anything to extent I now have a deadlock letter. They are clear both MPAN numbers are domestic 

Hey ​@Iain McDonald 

I’m glad to hear they’ve confirmed that but I am sorry it’s now gone to a deadlock letter.

Do let us know how you get on, it’d likely be helpful to others to know how this is resolved.

I still do not understand how EDF can supply on my input which is registration as domestic but OVO can not quote to takevit over. We are only looking at domestic input not our export which is where the error is and should surely be academic for purposes of an input supply quote?

Hey ​@Iain McDonald 

I’m going to speak to a couple of our specialist teams and see if they’ve got any insight for us on what could be done here to help.

It’s quite unusual for it to be set to commercial so hopefully we can find a way to get that corrected.🤞🏻

Definitive answer from ECOES 

Hey ​@Iain McDonald 

Have Scottish Power been able to shed any light on it? I would suspect if anything it’s them who might have to do something if EDF have confirmed your energy details on ECOES for their supply. 

As far as we’ve been able to find out, the export MPAN shouldn’t have any impact on us taking over the energy supply from EDF. Let us know what Scottish Power say/have said if you’ve already spoken to them.

I’m going to try and check in with our transfers team to see if there’s anything more they can advise.

As you can see from my last three screenshots we are stuck between ECOES and SP with each saying it is for the other to resolve! 

Hi ​@Iain McDonald, 

Due to the inclusion of personal information in your screenshots, I have had to remove them. To help keep your information safe, please edit out any personal details like names, addresses, contact information, and account numbers before re-posting.

Any questions send me a message 😊

Noted. Did you see however how we are in a 'no man's land'

I’m afraid the screenshots were deleted before any Forum Volunteer could see them.

If you need us to review them again, please feel free as long as you can edit out personal info first.

Hey ​@Iain McDonald 

Have you been able to make any progress with this at all?

If you haven’t re-tried switching online, if not, could you do so and if you’re still receiving error messages would you be able to share a screenshot with us of that error?

Let us know how you’re getting on.

Morning ​@Iain McDonald, I hope you had a good weekend.

Our online sign up process will stop the quote due to the fact that your domestic and export supplies are both linked on ECOES. My advice would be to contact our Support Team and tell them you wish to switch your domestic supply to OVO, and give them the MPAN for that supply. You’ll need to explain that the Export MPAN is listed as commercial, but you don’t wish to switch that MPAN. 

Our Support Team should then hopefully be able to contact our Transfers department to get the switch initiated manually, rather than you doing it online. It may take a bit longer than usual as I imagine a case will need to be raised to our Transfers team to get this done. Let us know how this goes!

I've contacted your support team and quoted your message but still get same response and they can not put me to your transfers department. 

​@Iain McDonald I’m really sorry to hear this. Our Support Team won’t be able to put you through to the Transfers team, they don’t take calls, but I was thinking that the Support Team could take the details for your supply and raise a case to Transfers to get it switched over manually, in the background so to speak.

Let us know if you decide to contact them again. You could request that this is logged as a complaint. This would mean that you’d be given a complaints reference number, and would have a dedicated Complaints Handler who would see this through to resolution. I understand that this won’t be what you’d want to do after logging a complaint with the other supplier as well….

I really hope this is solved for you soon - very frustrating. In the meantime I will see if I can track down someone in our Transfers team myself. I’ll let you know if I have any luck! I’m going to DM you, keep an eye on your private messages.

Cheers,

Ben