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PeteyW
Rank 1
April 19, 2023
Solved

Is the OVO website really going to be down for the rest of 2023?

  • April 19, 2023
  • 173 replies
  • 10201 views

I am shocked, surely this cannot be correct?  I understand websites being down for sometimes a few weeks for updates, but when I tried to log into the OVO Energy website today only to see the message “We're in the process of migrating groups of customers to our new website so access to your online account won't be available until the end of 2023” I was quite frankly flabbergasted.  And with absolutely zero warning that this was pending.

So is that right, will there be no website for up to 9 months???

How will I monitor my usage in these trying financial times?  How will I be able to check when my peak charge times are?  How will I be able to check whether my direct debit is adequate to cover my monthly costs, and how will I be able to change it? How will I be able to view and compare historical bill values?  And how will I be able to view and compare any new fixed rate deals that might become available.

Seriously, this kind of potential duration of outage of online services would be scandalous in good times, but to callously and without prior warning remove access to the website at a time when the budgeting and planning capabilities the previous website offered are essential in the middle of a cost of living crisis I find to be utterly unconscionable.

Suffice it to say that if the ability to view, monitor and control my monthly electricity bills online will indeed be removed for the better part of a calendar year, I will be moving my account to a different provider.  I need that control and visibility now more than ever.  Shame on you OVO.

    Best answer by Emmanuelle_OVO

    Updated on the 21/12/23 by Tim_OVO: We’ll be unlocking the new online account for everybody that doesn’t already have access in early 2024. 

     

    Hey @MartinGM,

     

    Sorry for the issue you’re having,

     

    It sounds like you’re on our old billing system. OVO have closed this down and are in the process of moving these remaining customers onto our new billing system as soon as possible. You won’t need to do anything to get your account migrated. We’ll contact you with any next steps once the new website is ready. Online account use won’t be available for the foreseeable future but you can contact our Support Team in the meantime to submit readings and you will receive email attachments with pdfs attached for your bills.

     

    You can top up via bank transfer, cheque or by calling 0330 303 5063, you’ll continue to get monthly statements, OVO will contact you if your direct debit needs increasing. For anything else please contact our Support Team. 

     

    Hope this helps. 

    173 replies

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 19, 2023

    Please bear with me. I’ve requested information from forum moderators

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      April 19, 2023

      That’s interesting that there’s a couple of reports of this. I went directly to https://www.ovoenergy.com/ and had no such message or info. I’m wondered if this is anything to do with the legacy billing system (Apollo I believe it is called)?

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        M
        Rank 2
        mavison
        Rank 2
        April 19, 2023

        The worrying message can be seen on https://paym.ovoenergy.com

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          April 19, 2023

          Yup, that’ll be Apollo. Officially it’s the Legacy Billing System, but internally it’s called Apollo and tbh us forum volunteers use that name way too often! :)

          Many members have already migrated to the new system, those that are left are just a minority. Your access might be restored sooner than you think but it depends on what needs doing.

          I’ll post more here when I know more.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
            P
            Rank 1
            PeteyWAuthor
            Rank 1
            April 19, 2023

            That makes more sense now.

            https://paym.ovoenergy.com was the link I had saved as the bookmark for the OVO website, and that is what gives me the awful “Website down for the rest of 2023” message

            When I use https://www.ovoenergy.com/ it gives me access to the website as normal.

            I would strongly suggest that someone at OVO needs to update the message at the former website to avoid sending anyone else into the same blind panic as it did for me! 😮

            Thanks to all three responders in helping get this one sorted.

              Blastoise186
              Super User
              Blastoise186Super User
              Super User
              April 19, 2023

              No worries. In future you’ll want https://my.ovoenergy.com to access your account :)

              Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
                Emmanuelle_OVO
                Retired Moderator
                Emmanuelle_OVO
                Retired Moderator
                April 20, 2023

                Hey @PeteyW,

                 

                Thank you for flagging this! I’ve raised this internally and will update this thread if or when I get an update. 🙂

                Renewable Energy? Big Fan.
                  W
                  Newcomer
                  Waynes
                  Newcomer
                  April 21, 2023

                  I have checked this but when I go to the website to log in, I still go back to the unbelievably bad message about waiting until the end of the year to access my accounts. Maybe its because I’m a loyal old customer using this Apollo billing system! 

                    Blastoise186
                    Super User
                    Blastoise186Super User
                    Super User
                    April 21, 2023

                    Your account should be moved to the new platform by the end of the year, but it might end up being faster than that. We’re waiting for updates from OVO and they’ll be posted to the forum if we hear anything.

                    The new billing platform (codenamed Orion) is massively superior to Apollo so it’s worth the wait.

                    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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                    Newcomer
                    p47rick
                    Newcomer
                    April 22, 2023

                    This is absurd

                    I have had an email telling me my bill is available and giving me a link to it that does not work!

                    So I have no idea what I owe

                    It is not just absurd it is not acceptable

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                      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

                      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

                      OVO (S) Gas Limited is part of OVO Group Ltd