The Archive

Has anyone ever heard of gas trickling out to appliances when it's turned off at the meter? Or a drip, (ie "sometimes the amount that drips through is too small to charge, so these charges only appear every so often when a certain amount of gas has dripped. Gas lines are like water lines, they will send gas to the appliance even if they are turned off. ")? These are 2 of the, to us, very strange reasons we've been given by Ovo staff for charges on our online gas account being added when our gas is turned off at the meter and all appliances turned off. 2 days ago, for example, there was over 4kWh of such trickles or drips in a one hour period when the gas was off, all appliances were off & we were out of the house (out if a total of 6.5kWh for the whole day!) We are at our wits end with this, we've been trying to get Ovo to sort this out for around 4 weeks now. We are pensioners, and, to be honest, it's making us ill &am

Yesterday my OVO Energy account was £529.96 in credit and I was paying £200 a month for both the gas and electricity account via direct debit. Yet the forward plan for the next 12 months was I’d be in debit by £1,005 and my payments should be increased to £284 a month. For the last 4 years I’ve had to ring up every three months when they try and automatically increase my monthly payments from £200 to as much as £450. I have to repeat every time that I don’t have a regular account, that I’m on the V2G scheme and pay up front for electricity which I store in my car overnight and sell back to OVO in the evening for use on the grid….so my account is not just topped up by £200 from my bank account but also a rebate of £250 at the end of the month, hence in the summer months my OVO account is never in subtraction but is constantly in addition….But OVO’s computer isn’t programmed to understand this and trying to get the call centre people to understand is like trying to make a U turn in a

I've recently bought an electric car and need to know the kilo watts unit price42 minutes in the phone 4 department later and they cut me off I've seen the green tariff but I'm unsure because you need the energy to be available to charge your car do I need advice as to which tariff to use really I'd like to know if there's a tariff available that goes down to a cheaper tariff during the night but it's there to use as octopus have one like this but I'm unable to join due to monies owed 

The link to Power Move https://account.ovoenergy.com/power-move does not work for me, so I can’t join. I’ve used Firefox and Chrome. Cleared cookies.The rest of my account works fine. I’ve been in touch with a support agent. They could not see what the problem was and said they would escalate to technical support and that I would get an email from them. This was several days ago and I have heard nothing from them. So I thought I’d ask here. This is very frustrating.

Does anyone know what is happening with Power Move at the end of the month?Hopefully it will continue through the winter. It's not just about the money we like the discipline involved in achieving its aim.

Hello guys ! I’m trying to contact ovo customer service by Twitter or Facebook but not answering! I’ve just switched from top up to a monthly bills, and yesterday my gas supply it’s been cutted! I’m desperate i need help! 

Hi, does anyone know if you can get a user interface for a smart meter that splits home use and EV charger use separately? It seems pointless showing how much energy we’ve used in a day regarding costs when we are paying 10p a unit for EV charging and 31p per unit for Home use

Yesterday I noticed that Clearscore has my account with ThamesWater but I could not find OVO anywhere. I signed up with both at the same time 6 months ago when I moved to the UK. I pay both by direct debit.  Do you see OVO on any of your credit reports? If so, how can I make them report my performance? Thanks!

I had 10 solar panels and a battery installed a couple of months ago. I’ve an app which tells me how much energy is being collected, stored, sent to the grid, etc. But I notice I’m still being charged by my supplier for some electricity used. It’s not a lot - about a kw a day, but at this time of the year I’m not using much energy. Meanwhile up to 20 kw are being sent to the grid. Is this as it should be or is it possible that my battery settings are not right? If so what should I do? 

I went to top up my electric meter, the display has power but is not showing the credit. The account is in my landlords name and I can't get hold of them. Ovo won't talk to me over the phone, obviously as it's not my account.  The chat bot is useless.  I'm away for the next couple of weeks so am worried as I can't top up my meter. Can anyone suggest what else I can try to do???

What is this Power Move nonsense?  If Economy 7 was expanded to all users (not just those with storage heaters) and incentivised by real savings for night usage Power Move would not be needed.

Hi,I had £11 on my meter an hour ago. Then I boiled water on the electric stove and used my laptop in the study. No other appliance was on.Now I have £0 and I’m on emergency credit!This does not appear to be normal. Why did it happen? Is the meter faulty or am I missing something?Please help.Ray

In the month of March, we got an alert from our bank that over two hundred pounds was to be paid from our account for our energy consumption. We quickly stopped the payment as it had not left the account. We had a fixed charge agreement with OVO Energy of £99 per month and that was what we had paid each month since we moved into our house. Since March tried several times to call OVO Energy but could not reach them as my calls were placed on hold each time for hours until I hung up.A few days ago we got a letter from OVO Energy that we had a debt of £2,239.60. That is far higher than our actual debt. For the first time, I took pictures of our bills for all the months we have lived here from December to May on the smart meter. The total is £1,029.44. Considering that we had paid the fixed charge of £99 in January and February amounting to £198, our actual debt is £839. I have sent a mail to OVO Energy attaching the pictures of the monthly bills.What do we do now?

Although prices are coming down in October I'm very happy that OVO has decided to not increase the Standing Charge for the next 3 months. 😀 

Can anyone help me to get OVO to make payments direct into my bank account? I can find nothing on Ovo’s website and their customer services are very busy(?)  and can't help straight away.

Migrated from SSE. Last SSE over £500 for one month.  Provided correct meter readings to OVO.  Bill adjusted to £140.  Paid promptly.  App still showed I owed the difference between £500 and £140 paid.  Chat line said this was going to credit collection.  I’m 88.  Worried sick. Now find they are saying I owe an extra £87.  Blaming SSE who hdve given a meter reading less than their estimate on 21st Aug and even less that my bill in July.  OVO don’t want to help and say it’s up to me to chase up with SSE?  I am appalled they can treat people like this. 

 Can I check that  the SEG? agreement is in place.  Where can I see this small return on my bill? i see this is at 4p per unit.  Should I change to a company that pays a better rate? 

I‘ve just received my first quarterly bill from OVO since signing up to Charge Anytime and the usage and credits don’t seem to bear any relation to my records and the Indra app records.Since the Drive Anytime credit is just shown as a credit on the bill and no breakdown of dates or KW (yes you can work it out but since they show the total KW used why not show the Charge Anytime usage). Using the data from my records (that match 100% to the Indra app) I get completely different amounts for each month period and believe that I have been under credited by about £20. It seems impossible to reconcile the credits with actual usage.I’ve gone onto the website to use the “new feature” - Your EV that is supposed to show your Charge Anytime usage, but, guess what, it doesn’t work for me, unable to access data.Is anyone else having the same problem? I would have thought that a fundamental requirement for an energy supplier is to make their bill easy to understand and check.

I am still waiting for my feed in tariff payment.We are out of the quarter and OFGEM, OVO etc say you will be paid within the quarter.OVO could massively improve its customer satisfaction by actually paying them what they owe them, within the agreed timeframe!

My elderly 90 yrs old mum who suffers with epilepsy and been without heating and hot water since Friday 1st September. The meter and new card wouldn’t download the credit onto to meter. So I called OVO. I have never found it so hard for a supplier to take responsibility for a fault. nearly 2 hrs on the phone and online.  2 people in the call Center cut the call off, when I finally spoke to someone with an once of customer service in them, they convinced me they’d have the issues sorted and was told the the emergency call had commence at 12:14. And will have someone there within 3 hrs. My mum is still waiting for someone to turn up and hasn’t had any heating or hot water since Friday morning. to say im Livid is an understatement. you can’t call anyone the chat or is about a much use and a chocolate fire guard. It’s a good job the temperatures aren’t bad at the moment. has anyone else experienced this incompetence by this supplier? I’ll be changing her su

I have received my June 23 FIT statement. This does not give me the new and old Export Tariff or the split readings for before 1st April and after the 1st April when the new tariff was introduced.  Helpfully SSE used to provide all of this information but not OVO.  I like to check my statement so exactly how does OVO calculate the split and what is the new and old export tariff.  Help please.

What is the Formula that OVO use to work out the weekly repayment rates for Energy arrears when applying for Fuel Direct deductions?I don’t wish to know the Formula that is on the Ofgem site, I specifically wish to know the formula that OVO use for this purpose.

can anyone tell me what the Validation period is? and also what a bulk fix is ? As this is the reason my smart meters are not getting repaired at the moment after waiting over 9 months.

Hi all!I realised today that I was added to Greener Energy scheme back in March despite never consenting to this.Going back over my emails, I did indeed get an email from Ovo explaining I would be moved to the scheme unless I explicitly opted out. This seems extremely dodgy to me, is it even legal?Expecting customers to constantly monitor the avalanche of junk mail they get means it’s likely many people will have “accepted” this move without objection.I want to be refunded for this extra amount I have been billed for. I suspect Ovo are going to be awkward about this. If so, is this something I can take to the Ombudsman?What are people’s thoughts?Many thanks!