Delay in setting up my Smart Export Guarantee (SEG) account - am I missing out on generation when the sun is out?

Hey @Gulliver 

Really sorry to hear about the trouble you’ve been having getting the SEG set up.

At the moment there’s a longer time frame than usual for applications and emails to the SEG team. Any customers still waiting to be set up may wish to cancel their SEG application with OVO and re-apply elsewhere as a different supplier may be able to register them quicker. It's not ideal by any means but unfortunately we can't process any quicker than we currently are.

I’ve linked below to a similar topic on this same issue:

It’s understandable that you’d want the issue resolved without having to take further action, but you may wish to open a complaint for this due to the length of time you’ve been trying to get it sorted. You can do this here: https://www.ovoenergy.com/feedback.

Keep us updated with how you get on, it may be helpful to others in similar situations.

Thanks for the update - having applied originally for SEG with SSE in July 2022, before they were taken over by OVO, and having to restart the process in April 2023, I am reluctant to go through the whole process again. I suppose the thing I was complaining about was the lack of information back over the time from April to November. I fully understand that applications would take longer than usual, especially as SSE were obviously not doing anything once they knew they were being taken over.  But a 7 month delay was a bit too long without any further word back.

I eventually took the advice from another user of the forum and contacted the complaints department, and have now been advised by phone (a real person, no less) that I should be receiving my welcome letter in the near future!

The problem with a lack of communication is that you don’t know if the application has been totally lost (SSE took from July to December 2022 to return the paper copies of all my forms to me!) Electronic copies can disappear even more easily!

Hi @Gulliver have you received your welcome letter?

As of ate afternoon of November 14th, no welcome letter yet! I expect the people generating the letters are very busy as well! 🤣

I’ll give it another week!!

Hey @a8pmb1957,

I’m so sorry to hear this, it sounds like a very frustrating situation to be in. 

We’ve recently been advised that a smart export guarantee (SEG) applicant is only eligible for SEG once an export supply number (MPAN) has been created. As soon as that's been done we ask the customer for an opening reading which is the point they will be paid from. Unfortunately we cannot make payment for anything exported before then.

There is also the option to raise complaint if you’re unhappy with the timeframe and customer service you’ve received. 

Thank you for your reply and help 

OVO’s customer service lines are of No use, Y always get cut off after a period of time, No one answers emails apart from the standard Fob  off email, Absolutely pathetic and it will be reported so. You don’t know the half of it.

You do know there’s a faster way… Right…?

Live Chat is almost always faster than calling any company. It’s at https://ovoenergy.com/help .

But I must warn you - today will be madly busy because it’s basically the last day before Christmas.

Unless it’s absolutely urgent, I strongly recommend you hold back until January 2024.

I have tried this method on numerous occasions to no avail, OVO energy is a total waste of space, no one wants to know so now I will report it to the regulating authorities.

In that case, you may want to read all of https://ovoenergy.com/feedback first.