I've just moved in, called up to set up an account but didn't receive a welcome email and can't log in into my online account?

Hello,

I am waiting for 82 days :-(. Still not yet come! 😀 

Hi there,

My issue is about creating an account with ovo energy. I moved into my new house on April, 2022. I  have contacted many times to ovo customer support team for create my account. Everytime they told me in system it is showing an error message and they are not able to create my account. They will raise this issue and make a call back. I called them more than 40 times in last 4 months, but I didn’t get any solution. They keep me on the line for 40-45 min and than call disconnected automatically. Now I am really tired of this things and wants to go in court for solve this issue, because I have already wasted my 30+ hours by talking with them. If anyone have solution than please provide it. Otherwise, on August 30 I wants to make a complain in court.

Thank You 

Hi @Hiren, thank you so much for flagging this and I’m so sorry to hear of the experience you’ve had. 

I’d like to help out as best as I can, so I’m asking our Forum_Support team to send you a forum private message now. They’ll ask for some details and take it from there. 

Thanks,
Tim

Ok… Thank you for this information.

Hello,

I have been unsuccessful in trying to resolve the following over the phone due to long waiting times. I filled in an online form. I sent an email. I managed to get through to somebody and they didn't call back.

I moved into my property 24th August 2022 and took over financial ownership of the property 25th August 2022.

A letter from OVO energy, addressed to "The Occupier" states the following:

Your plan at a glance

• Your plan: Simpler Energy
• Plan type: Variable
• You're getting 100% renewable electricity
• Your start date: 21st August 2022 (when the previous people moved out)

Your year of energy

We've estimated your energy use over the next 12 months (based on how much your home previously used) and what it will cost you on Simpler Energy.

Please help to resolve the following:

• I was not at the property 21st August 2022 and did not request the initiation of OVO energy.
• I want my electricity supply with OVO to start on the date I moved into the property 24th August 2022.
• The home previously had three people living in it. I am one person. The energy use over the next 12 months should be based on one person (not three people).
• I do not have an account number so cannot go online or use your app to find out my details or make any amendments. 

Hi @Flet ,

I’m sorry, but the OVO Forum isn’t the right place to submit account specific complaints, as forum volunteers such as myself cannot handle them, nor access your account.

With that being said however, I do have some thoughts - and to manage expectations, please be advised that everything I say is in a personal capacity and not the official views of OVO Energy.

To me, parts of this complaint aren’t valid. By moving into a property supplied by OVO, you are giving deemed consent to initiate services and supplies that OVO is providing, even if you haven’t yet set up an account. The amount of usage in those three days would have been minimal anyway, so you’re maybe talking 20p or so of usage charges and less than £2 of standing charges. These can be wiped if you can prove when you actually took on the property, such as with that contract of sale. You can also tell OVO the date you moved in as anything in between is for the estate agent to deal with.

The Estimated Annual Consumption figures will be recalculated if you are seen to use less energy than predicted, but it takes at least one season to get sufficient data for this. Having a smart meter will also make this easier. The best way to reset the EAC is to use less energy than what the previous householder did.

To set up an account and get things going, please call 0330 303 5063. You’ll want the option of having a new account/recently signed up from the menu.

Hey @Flet,

I’m sorry for the issues you’ve experienced getting in touch with Support.

To set up your initial account this will need to be done over the phone as it’s a verbal contract. Once this has been set up you will be able to manage your account online. 

When you move into a new property you inherit the supplier at that property, in your case OVO. You can choose to switch to a new supplier but would still need to set up an interim account to pay for the energy used in between.  

We’ve got a really great guide which might help answer some of your questions here:

You can disregard that occupier letter once your account has been set up as you will receive a new one in your name from the date you took liability of the property. Don’t forget to submit the meter readings from the day you moved in! 

I hope this helps.

I recently contacted OVO and a helpful (I thought) customer services rep called me back. I opened an account over the phone and was asked during the process by the rep if I had received the email giving account details. I had not. Will be with you shortly she said. It still had not arrived by the end of the conversation. I”ll ring you back this pm (yesterday) she said at about 3:15 or failing that will email you. No call or email received and the account opening email has not been received either. Not a good start and maybe I just cancel now. Even the opening was strange as the quote the rep gave me was more than double that which I got when I checked on line before making contact.

Hey @ColinG,

Sorry for the issues you’re having,

Once you set up an account, if it’s a new switch, you usually get an email within 24 hours, or a letter within 5 working days for your Welcome Pack to arrive. I wonder if your communication preference was set to paper? I’d advise checking your Junk/Spam inbox. 

New account information may not be sent for up to one week (email) or two weeks (post) if you’ve moved into a property already supplied by OVO. 

If you are a new customer switching to OVO the system you would use to get a quote online is the same system we’d use to sign you up internally. It may be that the advisor added in extra details such as your annual consumption figures which has made the quote different to what you initially put in. 

If you are moving into a home OVO supplies the quote would be based on the previous usage of the property, if you used the ‘Quote and Switch’ tool previously, it wouldn’t have used this data.

You won’t be billed based on the estimated direct debit, you are billed based on the price you pay per unit of energy you use and the daily standing charge. As long as the rates are the same as those you were quote online this is fine. 

Hope this helps. 

On the basis I did the account opening over the phone (it is a switch) I do not know what your rep put in re paperless or otherwise in terms of communication. I have still not received the email and am not happy with the answers or help I am getting. Please cancel my application immediately. If this is how new customers are treated I really fear for the service I would get as a paying customer.

So again - please cancel my application immediately.