The Archive

Seems to me OVO do not understand the concept of a Standing Order and a DD.Ovo let me educate you. DD = variable amounts, can be taken at any time although normally scheduledStanding Order = fixed amount , taken on a scheduled date So when you ask your customers to set up a DD then state we are changing the amount you pay every month , you are showing your ignorance of the banking system.hence I cancelled my DD and will pay weekly as I do now. Should you amend your understanding of the banking system, I will consider resetting up my DD or Standing order, or would you like me to explain the concept again? who else thinks OVO don’t know the difference?

Please explain what the scheme is all about and what I have to do, thanks 

Anyone else experiencing trouble with the app. It’s very slow to upload.  Checked signal and all fine.  🤷‍♀️. 

According to the online dashboard, the usage for yesterday is triple to what it was according to the smart meter.The online dashboard suggests we have used 31kWh yesterday, but the IHD says 11kWh.Any idea what is going on?The online portal also suggests we should increase the direct by almost 3 times, but this is not reflected in the actual usage. 

Hello all,I have a new smart meter installed to replace two very old meters recently. After the installation, I realised that the hot water tank (again old style) couldn’t be turn on as it was during the peak time. Also the engineer at site said this would’ve always been the case which I didn’t understand. Because with the two old meters (one peak and one off-peak), I was able to turn on and off the hot water anytime I wanted manually. Now I feel like that I lose my control over the hot water, and it messed up with my lifestyle. I thought to have the economy 9 plan it would be cheaper to turn on the hot water at off-peak hours but didn’t know I won’t be able to turn on when outside the hours. So this is really not the plan for me.I’ve contacted OVO a few times already regarding this issue, as before the new meter it was completely fine, so clearly the new meter stops the hot water to be on when it’s peak time.OVO responses vary, some said to change economy 9 to flat-ra

I am trying to get a smart meter installed but was told when they attended that there was a problem with the earth wire so couldn't install it. I rent so reported what was said to my landlord & they sent an electrician but I was told that uk power network would contact me but I never heard from them. I really have no idea and don't want to book another insulation just for the same thing to happen again. Anyone able to tell me what the problem it please. .

Smart meter might be doing an update, the IHD has changed from, showing some stuff, to saying waiting, is that due to an update of some type being in process ? Power also went off for a few seconds at the same time as this new message appeared, coincidence, or expected behaviour ?Smart meter was recently installed, so assume it might be doing some kind of update after a few weeks.

I’ve just had a call from a 3rd party (I didn’t catch there name) asking if they could arrange to come look at my pay as you go meter as OVO had requested this. I asked why and they said an issue had flagged that they wanted looking at. I explained that it was working fine and asked what issue had flagged. She said she did not have this information and asked if I would agree to a visit. She said the planning team would ring me with possible dates. Is this a legit call? I’m not sure why it would be a scam but shouldn’t OVO have told me if there is an issue? Has anyone else had this call?

Hello,My partner has resided at their address for numerous years and has always paid their utility bills via their own bank account. Despite this, the account was set up under my partner’s ex’s name, and my partner was supposed to be listed as a ‘joint holder’. My partner’s ex moved out years ago and was domestically abusive to my partner, meaning there is no contact. We still receive e-mails and letters in their name. My partner has tried to contact OVO to have this corrected but was refused. We are worried about this as his account is usually in credit, and we may be moving house soon in the future. If OVO are refusing to change this, what can we do? Thank you,Nini

I had the guy come today to fit my smart meter for electric but should of also replaced gas meter, should of been a dual appointment, phoned ovo not much used was told to Wait for another engineer to come and sort gas meter, no one appeared, only have £6 left in old gas meter and can’t top up as old card won’t work, has any one else had this problem?

I just moved into a new house, and the energy supplier is OVO. The units were running out, so i tried to top up, but it wouldn't let me do that on the app, so I had to do it online on the Web. My account was debited £20, and I got a prompt saying the transaction wasn't successful, yet my money hasn't been reversed, and I don't have units! 

Why has my smart meter stopped sending information to Ovo, it has now been a week ?what should I do?

Had a payg smart meter installed today , I have been on the online chat twice to try and sort out how to top it up ,downloaded the app as instructed but it only allows me to pay gas bill , panicking a bit now as there is only £9 credit on the meter its Friday night and despite my best efforts it has nor been resolved .No card has been supplied either .I have to use a nebuliser daily for copd and am anxious that I will have no electricity . Can anyone advise me please ? 

I have moved to ovo from early May after moving into a new property and have been sending in regular meter readings for my gas because they are not automatically picked up, in the last 24 hours I have used no gas and my boiler is off but I have noticed the meter today has increased by 2 units, why is this if I haven't used any since previous meter reading was sent

I have an Aclara SGC 1311 and it has been beeping since credit ran out - credit was added within 5 minutes of running out but it has continued to beep the entire day. OVO say this is not an emergency and an engineer can only attend next week😩it is driving everyone crazy. Anyone know how to reset it? It only has an A and B button and I have tried pressing and holding them a million times😩any help much appreciated!!

So I had the Kaifa smart meter with domestic economy tariff installed 3 weeks ago. Now my water immersiand storage heaters only switch on between 12:30 and 1:30 am resulting in no hot water or heating. Engineer requested Ecaul and Alcs configuration from the remote team but there has been no change. Why does my meter ping off at 1am and overnight heating appliances stop working? 

Hoping someone can advise why I can’t get a smart meter installed.  Every time I check on the website I get this message:  This has been the case for about 6 months.  I speak to customer services on a regular basis, they’ve never been able to explain what the eligibility checks are, or which one(s) I’m failing.  They usually advise that there is an ‘issue’, but the exact issue changes each time I speak to them (lack of meters, poor signal, RTS priority customers, IT issue on their end, IT issue on my end etc etc).  I’m just outside Edinburgh, and most of my neighbours have smart meters installed and have no issues (none with OVO though) so I can’t understand the problem.This is my meter set-up:

This is a relatively common issue on the forumNew customers struggling to provide opening meter readings. Definitely doesn't give a good impression for new customers. Surely a better mechanism can be put in place and included in any email etc. sent to new customers? 

I was forcibly switched to a smart meter by SSE in 2023. I didn’t want to but they entered my home and installed whilst I was away. I have since paid by topping up.I had an issue with topping up in May 2025 and OVO rep told me I should not be on a smart meter and should be paying monthly. I explained to her that it was done forcibly under SSE and she apologised profusely and switched me back to pay monthly. I then went to the OVO app to check I could still log in as I needed to be able to monitor my monthly usage and bills. I found I had a credit of £2191.**. It was late so I could not contact OVO to refund the money straight away so decided to call back the next day. I received an email from OVO the same evening claiming they had underestimated my energy usage. Claimed I would not be billed for any error past 12 months as it was their mistake but I owed £709.91. I thought that’s okay my credit amount should cover that no issues. Imagine my surprise when

Do I still get off peak cheaper electric on an old key pay as you go meter?

 My smart meter OVO smart meter app on Android has not up dated since the 22nd MayThis issues was fixed before and everything working well. I have the latest version,and been updatedI have topped up today,the in home display is showing the correct amount Anyone else having issues,or is OVO company aware of this issue? Thanks

Hi I rent my flat and have to have economy 10 can I get a smart meter? Not sure if its relevant but I I do not have storage heaters and as my meter is 8 foot up a wall I find reading it each month very difficult and slightly dangerous!! Also I have read that economy 10 is ending but I havent had any communication from OVO to collaborate this.

I moved to OVO earlier this year and I'm on the Better Smart Plan, I queried why my direct debit has gone up 50% this month and below is the reply. I understand if I'm using more than the original estimate my DD needs to go up but the response seems to suggest prices can change.Hi Andrew,Thanks for getting in touch with us. You are on a fixed contract but the price is not fixed the unit rate and standing charge is this means that the price can vary due to the energy market at the time and also the usage of energy.Due to the 54% increase this would be why your DD price has increased to £146. Surely the whole point of fixing is to prevent price changes? If the unit rate is fixed unless there is a change to tax surely it should stay the same? I'm not understanding this explanation at all.

A new message has appeared on my In Home Display, saying “Elec Meter Initialised - press OK to confirm”. My OVO account says they are receiving my smart meter readings successfully. I had smart meters for gas and electric installed Oct 2024. Why has this message appeared? Thans in advance