Applied for OVO's smart export guarantee (SEG) - how long till it's set up?

There already is one. 0330 303 5063 dynamically adapts based on what it knows about the number you're calling from. If you only have FiT/SEG, you get sent directly to that team. Otherwise, its one of the options 

Based on my experience, anyone who gets any money from OVO for the Smart Export Guarantee in less than a year after applying for it will be doing well! I submitted my application, with all the required supporting docs, (MPAN and DNO were definitely in place) on 29th September last year (2022) and I still haven’t received a penny! It took me numerous emails and phone calls before I finally got confirmation that my application was accepted and I was signed up; finally on 20th June this year I got an email requesting an export reading. Rather ridiculously, given I have a smart meter (of course, you cannot get the SEG without one) I have to submit export readings manually every three months. I submitted my reading immediately, but didn’t get a confirmation of the amount owed me until 16th August, and that payment still hasn’t been made. (One positive note - the full amount of electricity exported since my solar panels were installed is going to be paid, i.e. the payment is backdated to the beginning.) Based on all this, and the pitiful rate paid for the electricity exported (4p/kwh vs 30p+/kwh to import) my advice would be to set up a contract with another supplier for SEG (probably Octopus) and steer clear of OVO - they clearly haven’t taken the support of SEG payments seriously, perhaps as others have suggested because there is no incentive for them to do so.

Why am I still waiting for SEG, to be sorted, been nearly a year, information has been sent has been confirmed via a telephone call, still not heard anything.

Can some one please help, please do not say we are really busy by sending that standard email, garuntee nobody reads it at your end.

Now considering contacting OfGem.

Hi @Dave V welcome to the Forum.

I’m really sorry to hear about this delay with your SEG.

We don’t have access to this here at the Forum. We’d recommend emailing the team to ask them about this and see what’s causing such a delay, you can email the team on seg@ovoenergy.com.

I do know that the team is genuinely very busy, and there are others affected by delays too, I’ve linked below to some similar topics. You can raise a complaint about this if you’ve not already done so.

Thankyou, OVO, have finally got to me, asking for my export reading.  Now have to wait for another period (again)

Hi I’ve waited 3 months so far. Service from the SEG team, which appears to be outsourced is shocking. Difficulties with language and interpretation. OVO a leading supplier of energy in the UK and you offer a service that is exceptional in one way. Appalling bad. I think the best thing for anyone thinking of applying for SEG with OVO is to change to another supplier. I have seen messages like this going back for over a year in OVO forums 

@Dave V @robbo75 this is a real shame to hear this, I’m sorry you’ve both had such negative experiences.

There is always the option to raise a complaint, there is more information about our procedure on the website.  

On 3 Aug 23 by letter I was advised that my account would be moved from SSE where I had been a long standing supplying FIT customer. The letter indicated I could relax (ha, ha) while they take care of everything and all was in safe hands. These turn out to be valueless platitudes.

I have heard nothing further from OVO with regard to the so called migration and yet I understand the SSE FIT office has long since closed down.

I have sent in readings but had the response, repeated later to the effect they are too busy to respond. The only non automated (possibly) response indicated there was no record of my account. Nevertheless my FIT ID was correct when they wrote on 3Aug.

In a long and effectively time wasted phone call today, 3 months after migration was apparently started, I was told nothing could be done until migration is complete. I could be given no idea when that might be. There was no supervisor I could talk to apart from a complaint being raised within the office nothing could be done.

I have now made a complaint to OVO but have no confidence I will get any kind of response.

Are there others in this position? Any ideas on progressing the matter further would be appreciated.

Simon

Hi @sijulien

Some customers have posted they have successfully switched their FIT to Octopus after experiencing problems. So that is an option. 

Octopus have a form for that in Google docs. 

https://docs.google.com/forms/d/e/1FAIpQLSe9COCPm8AnTjCzfg46i2ETETr30ofv9aRSwANLhV_AuIqTeQ/viewform

Thanks Jeffus. My intention is to move to Octopus but I am not sure that I can do that while the so called migration to OVO is (possibly) happening. But I will check.