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

Hi,

Do you use your email address to login, or a My OVO ID?

In the meantime, https://plans.ovoenergy.com should provide the tariffs.

It will work now, it was a major outage, website & app lasting maybe 30mins.

Here is the info your looking for just in case, I would stay on variable for now, I am and I probably use more elec and gas than buckingham palace!

Hi, @Blastoise186 

I use both but I can't access my account at all. Ive seen a post on here I think with someone saying they couldn't acces account, not being able to access my information, I don't know my usage, what I owe, or able pay money in, plus I can't see standard tariff rate.

My mum is with a different energy company and has had an email to say her electricity rates will decrease in July, I haven't had an email from OVO, I thought everyone would do?? 🤔

They get sent out in batches - there’s a LOT of emails to send so it may take a while.

If you need to access your account, https://help.ovoenergy.com for Live Chat can help you out.

Hey @Caino78 

Sorry to hear about this.

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. 

OVO has ended  my access to ‘My OVO’ with no warning, just an insulting message that, “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.”

Any firm that was both caring and competent would have kept the old website going until the new one was ready.

Do community members members think this is.

1. completely unacceptable
2. just very, very bad customer service 

Should I tell the regulator that I complained in writing about this on 20 May, but have had no reply other than an acknowledgement saying that they would reply within 8 working days?

1. Yes
2.  No

Actually, this migration has been taking place for a few years in the background and there’s fewer than 30k accounts left to migrate - all of which require some kind of manual action. Millions of accounts have already moved to the new platform and work just fine. There’s no longer enough accounts still on the old system to justify the costs of keeping it running.

So here are my answers.

Do community members members think this is:

C: Perfectly understandable given that I’m aware of the full context and story. It goes back several years in fact.

Should I tell the regulator that I complained in writing about this on 20 May, but have had no reply other than an acknowledgement saying that they would reply within 8 working days

No. Just ping Live Chat again via https://help.ovoenergy.com for an update.

If your complaint is about the time the migration is taking and/or access to online services in the meantime however, I’d recommend against pursuing it. No amount of complaints can speed up the work needed to get the migration completed and you’ll just end up collecting case numbers for no real purpose.

Thanks for that, Blastoise, it’s good to hear from an ordinary OVO customer who looks out for all the other customers. 

When you say you know the ‘full context’ of ending people’s access to My OVO, and speak of the costs, does the full context include the £370 million profit made in 2021?  OVO can well afford to do the right thing, and provide the promised service for all the customers who gave such wealth to its directors and owners.

I say that it’s unacceptable to  chuck a single customer out of ‘My OVO,’ but you tell me that they have done this to nearly 30,000 people!  You have thereby made me aware of the wider context of what had seemed like a wrong against just me.  It is in fact a serious and systematic failure of customer  service.  

I am unable to give meter readings, make payments, and most importantly, unable to check old statements and bills.

As for the idea that I should chase OVO’s failure to deal with an acknowledged complaint, let’s be clear about roles here.  Mine is to complain, OVO’s is to address the complaint, and the regulator’s is to ensure that OVO has a functional complaint system.  Continuing silence suggests that OVO does not.

I will give two months for the ‘eight day reply,’ and will then complain to the regulator on 21 July, if there is still silence.

Regards

Neil

Rather than putting out the standard reply to these comments regarding updates can we please have a bit more clarity on the timescale , somebody surely must know 

To keep saying ‘this year’ is just adding salt to our wounds , in this day how can any company take so long for a web site upgrade 

totally bonkers 

Hi @Abby_OVO 

I'm new to OVO, I transferred over from SSE so I would assume I am on the newer billing system?? I'm going to try logging on to the App now as I have just had my monthly bill, if I can't access it I will contact customer services.

@Padster thanks for your input, it makes alot of sense to stay on variable as on Martin Lewis site, he says unless you're fixed rate tariff is less than the Energy Price Cap, then don't change. I'm all electric, and will be sticking with variable tariff until there are fixed tariffs which do actually save you money.

👍😊