The Archive

On 17 February, I elected to switch from a one-year fixed plan to a new Extended Fixed plan, which started on 18 February. A few days later, I noticed that the rates for this type of plan were falling fast, so on 3 March, I asked to switch to a new Extended Fixed plan. I asked for - and received - confirmation that because I was still in the cooling-off period for the current contract, no exit fee would be payable. The agent handling the switch told me that the exit fee would be automatically applied to my account, but  it would be ‘wiped’ immediately.The following morning, I saw that the new plan had entered into force, but the billing page showed the exit fee of £75 as a charge. This had the effect of plunging my account into debt - precisely the situation I was trying to avoid. When the charge was still there the following day, I again contacted Support and asked why the charge had not been ‘wiped’ as I’d been told. It took two separate chat sessions involving diffe

I'm at the end of my tether with OVO. I applied for the Warm Home Discount on 04 Oct 23, and I received an e-mail on the same day saying I had qualified for it and I would receive it by 15 Nov 23. I still haven't received it. I've spent the last 2 weeks phoning, e-mailing and having web chats with OVO. I've been given excuse after excuse why I haven't received it, all of them different. I thought I was getting somewhere about 1 week ago when I spoke with an OVO staff member who went through my application with me and told me everything was in order and that I should have received it. He said he'd look into it and get back to me, but I never heard from again. I've tried to complain, but I get generic replies. One staff member from the complaints team e-mailed me yesterday saying she has tried to call me but can't get through. She tried to call me once and she left a voicemail. The number she left to call her back was a general number and when I phoned it, they had no idea who she was

Hello everyone  We’ve just bought our EV and having the Hyper Volt Pro 3 installed today. I’m a little confused  if we need the Ovo Anytime App where we can connect the app to the car (our EV is a compatible Volvo XC 40 Recharge), or do we connect the HV charger to the EV, in which case will the HV charger now when it’s best to charge at the greenest charging rates? According to the FQA you can do either?? Not sure what to do. Any help would be appreciated. 

Is it possible to set up automatic top up when credit reaches a certain amount on the app?

We had a smart meter installed Aug 24 and at the same time moved from the THTC tariff to the standard variable dual rate tariff (replaced storage htrs with air source heating). I spoke with customer services last week to understand what tariffs were available to us and it looks like we'd be cheaper on one of the fixed tariffs. The service advisor explained that we'd need to be very sure about moving to a single rate fixed tariff from the dual rate tariff as we wouldn't be able to move back to another dual rate tariff. Can't these new smart meters move between single and dual rate tariffs simply by remote configuration? Thanks 👍

Is the web service currently down or experiencing problems, unable to access my account details / enter meter readings etc.

I have a three phase supply to my house. All phases are in use. One phase for ground source heatpump the other two provide power and light. Can you supply a three phase smart meter?

Hi.There was a power cut on the 24th of December. When the electric came back, the meter screen was illuminated but blank. There was £228 credit in there at the time. Usage is apporx £8 p/w. New smart prepayment was due to be fitted today, but unfortunately the engineer couldn't transfer the credit from old meter directly to the new one as he doesn't know how much is in there. Ovo are supposed to phone to say how much would be put onto the new meter. My question is, how would Ovo know how much credit to move from the old non smart meter to the new smart meter? Basic working out would be around £172 remaining in it.The engineer has rearranged the fitting until later this month so ovo have time to call and say how much will be added onto new meter. Thanks 

We had our solar panels fitted at the end of June. Sine then, despite six or seven emails to the FIT Team, all of which generate an automated response promising a reply within five working days, I have heard nothing. So much of the wonderful sunshine of the past few weeks is going to waste or certainly not going to my bank account. So almost two weeks ago I registered a complaint with OVO which resulted in me being informed of….guess what? You guessed it, they’ll aim to reply within five working days!!! Still heard nothing from them Absolutely shocking service from a company we have been with for a few years now and previously rated very highlyI would be soooo grateful to hear if anyone else is being ignored in the same way? 

Evening everyone im unable to top uo electric on my smart meter under maintenance i only 1 pound on and emergency used will it go off please

PLEASE can anyone help.  My father has an old property with two separate meters, one for the day rate usage and one which is linked to a timeclock for his Night Storage Heaters.   We used to be on an Economy 10 type tariff with SEE (The actual Tariff was called Standard and Off Peak Fx).  SSE discontinued this tariff just as they moved across to OVO.  The Night Rate Meter was actually removed from the national database by SEE so that we were only paying for our daytime electric usage (and not paying for any of the night rate - night storage heaters).   I probably should have just been dishonest and left it at this and my father would have had free night electricity forever more !   However, I raised a complaint with the Energy Ombudsman which raged on for 2.5 years.   OVO then agreed to put us back on an Economy 10 tariff and re-instate the Night Rate Meter on the national database (as it effectively no longer existed!).   Over a year later, OVO have conceded that they have no “bill

tried tobregister new ovo card on gas meter, came up with CALL HELP….I did this at 11.35am only to be told I had to wait till my credit went down to 99p, rang again at 2pm they said an engineer would be out in 4 hours, now 9.15pm no engineer or call, no heating can't make hot food, breathing is suffering,  no priority number to call, have emailed complaining to them, no doubt like today will be fobbed off, think its disgusting you can't get a human on a Sunday night

Re the meter balance figure, is this a weekly/monthly figure?  Is there VAT on top of this?Meter replaced 5th Feb.I think we might be using more electric than the THTC tariff, still trying to work things out and compare to what we were using last year this time.  

When does Ovo start charging £1.50 for paper bills as I can’t see it being added on my January bill? Thanks  Sue

Hello. I have recently switched to OVO from octopus to take advantage of the heat pump tariff add on. But I can't see anywhere that the add on is active. Perhaps it is running in the back ground but I have no way of knowing. Has anybody got any experience of this? 

I’ve been searching through a few questions regarding solar with batteries and power company integration, however many answers seem to be UK-based, whish obviously wouldn’t be useful for my questions here in Queensland. Is there a forum with/for Australian customers and power users to ask and converse on here?

I’m an old SSE customer that was migrated to OVO earlier in the year. Our smart meter has been working fine and according to the website and app, it is sending readings over, but the reading has been the same each day for the last 9 days, despite the heating and water being used.When I check the reading on the meter itself, it shows the same as the reading that is being sent.  Looking back, there was also 7 days at the start of the month where this happened, and 3 days last month. The gas supply is working fine, so no problem there. I’m more than happy not to pay for it but something is definitely not right.This is the Smart Meter we have.

I have had a none-functioning smart meter since November. OVO have booked three appointments to send an engineer and each time no one has shown up, despite assurances I was a priority and me having phoned a few days beforehand to check the appointment was still booked. How can I ensure one of these elusive creatures actually attends?

My elderly mother, who is fast approaching 97, recently received a demand, from OVO, for immediate payment of her account or, she was liable to receive a visit from the bailiffs!As she does not have access to the internet, she signed up, with OVO, to receive paper bills.The previous bill was received in, or around, May 2023. She has received no communication since. Why is this?As I've stated, she's almost 97 & lives independently. She does not have a mobile phone, computer, or internet access. Even if she had the latter, she'd not have a clue how to use it!! Where have paper bills gone?Do OVO care or even give a jot about their elderly customers?   

I was given an RTI code for a £100 refund. I’ve had flu so not been able to go to shop to put on my key. Does the RTI code have an expiry date? 

(Dammit, due to a mix of bad luck, confusing UI issues with the zoomed-in responsive page layout, the post-editing time window, and forgetting to select all plus copy before hitting post, I’ve just lost the content of this post now 3 times…. aaarrrgggh)Forgive me for I have sinned… I used to be a regular on the forums here but haven’t posted in over a year, sorry.  Glad to see @Transparent is still around and that there’s others volunteering here also.  :) TL;DR  Like some other posters here, I seem to have lost electric info on our IHD We’ve had our gas and electric smart meters for a few yeas now, for the last year things have been working fine.Sometime in the last few months our IHD stopped displaying electric info.  The IHD does display info about our current and historic gas usage plus gas meter info, but the gas tariff info is now

Hi newbie here and need advice.We were with SSE but I believe OVO took over the account some time ago. The last 3 top ups I have done have definitely not added up. We put  the emergency 2 days ago which is £15 and we only get notification at 50 pence left. Today I put £30 on the key and went to top up, the meter said about £8 left of emergency,so we owed £7 to my mind. So I put the £30 in and the meter showed the key had £30 on it. The meter then showed that we had only £13 credit whereas it should have been £23, a shortfall of £10. There is no debt with this meter and to be honest we rarely use the emergency except during the colder periods purely because of the lack of warning until 50 pence left. We have got letters from them saying that we haven't topped up in a while but every week for many years at least £25 goes in a week without fail. So are OVO charging £10 every time you use the emergency electric or are they scamming us or have been hacked themselves. Any thoughts