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Rank 1
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

    Show previous replies
    juliamc
    Rank 20
    juliamc
    Rank 20
    July 29, 2023

    Your account is one of the few on OVO’s old Apollo system and will be manually transferred to the newer system that most customers are on now.

    You could try a direct message to ovoenergy on Twitter or Facebook as that’s monitored over the weekend.

    Otherwise

    ”Lines are open Monday to Friday, 9am till 5pm.

    0330 303 5063”

      S
      Newcomer
      SebastianIlea
      Newcomer
      July 29, 2023

      Your account is one of the few on OVO’s old Apollo system and will be manually transferred to the newer system that most customers are on now.

      You could try a direct message to ovoenergy on Twitter or Facebook as that’s monitored over the weekend.

      Otherwise

      ”Lines are open Monday to Friday, 9am till 5pm.

      0330 303 5063”

      Hi.

      I wrote to them on Facebook, I'm waiting for an answer from them now!

      Thank you for your help.

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        July 31, 2023

        Hi @SebastianIlea 

         

        Did you get speaking with someone on Facebook over the weekend, and were they able to help clear things up for you? All lines are open again so you can get in touch via 0330 303 5063 if you require more help.

        Currently Playing: She's Electric
        S
        Newcomer
        SebastianIlea
        Newcomer
        July 31, 2023

        Hi @SebastianIlea 

         

        Did you get speaking with someone on Facebook over the weekend, and were they able to help clear things up for you? All lines are open again so you can get in touch via 0330 303 5063 if you require more help.

        Hi @Abby_OVO

        Yes, I managed to talk to someone.

        I noticed that my account from the old address is still active and I can log into that account.
        I don't know what the situation is that I can't enter the new account and modify the DD.
        I don't know why the old account is still active, strange!

        I was given the bank details to be able to transfer the money to my account.

          H
          Rank 2
          Hadders52
          Rank 2
          September 22, 2023

          Is there any news about the migration time scale? It is incredibly annoying not being able to access my account (and for the total lack of communication from OVO about this).

           

          On a further note, as I have no access to my account to keep an eye on my balance, will OVO pay interest on balances over the £1000 limit? If I had access to my account I would b e able to make sure that the balance stayed under £1000 and then any excess could be transferred to an interest paying bank account.

            Abby_OVO
            Community Manager
            Abby_OVO
            Community Manager
            September 25, 2023

            Hi @Hadders52 

             

            I am sorry that you’re still waiting for the account to be accessible again.

             

            The migrations to the new online account have been happening in stages, but all accounts will be on the new system by the end of the year.

             

            In the meantime our Support Team are able to send over your statements, advise on your balance and payment changes. 

            Currently Playing: She's Electric
            T
            Newcomer
            TheBionicGolfer
            Newcomer
            November 2, 2023

            I have been without any access via the Ovo app for more than 18 MONTHS now, and I haven’t been able to access ANY account information via the website for A YEAR now. 
            I haven’t received ANY communication telling me what it going on at all. When o called Ovo, many months ago now, I was told it was because I was on a legacy system and was being migrated. 

            I HAVE BEEN UNABLE TO ENTER MY METER READINGS FOR MONTHS AND MONTHS. At least without having to spend ages sitting on a call queue, which I refuse to do  

            WHY does it take so long to migrate me across? WHY?

            Do I feel like a valued Ovo customer? Ha what a joke. 
             

            I am truly sick to the back teeth of this. ZERO COMMUNICATION to your customers is absolutely the worst way to run any project. Whomever is in charge of this migration project needs removing and someone with some project management expertise needs to assume control. 
             

            How does any company expect to attract and retain customers when they treat them like this?

             

            AND OVO PLEASE REWORD the messaging on your website telling me that you have taken the website down for the entire year “FOR ME” !!

             

            I will be taking my custom elsewhere unless  this is resolved for me a.s.a.p.  Though I doubt that Ovo would really care one way or another. 
             

            *Edited by Mod*

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            November 2, 2023

            You don’t need to sit in call queues - just use Live Chat via https://ovoenergy.com/help as it’s much faster.

            If you still feel this isn’t enough, check out https://ovoenergy.com/feedback 

            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!
              A
              Newcomer
              alixabee
              Newcomer
              November 5, 2023

              I have been without any access via the Ovo app for more than 18 MONTHS now, and I haven’t been able to access ANY account information via the website for A YEAR now. 
              I haven’t received ANY communication telling me what it going on at all. When o called Ovo, many months ago now, I was told it was because I was on a legacy system and was being migrated. 

              I HAVE BEEN UNABLE TO ENTER MY METER READINGS FOR MONTHS AND MONTHS. At least without having to spend ages sitting on a call queue, which I refuse to do  

              WHY does it take so long to migrate me across? WHY?

              Do I feel like a valued Ovo customer? Ha what a joke. 
               

              I am truly sick to the back teeth of this. ZERO COMMUNICATION to your customers is absolutely the worst way to run any project. Whomever is in charge of this migration project needs removing and someone with some project management expertise needs to assume control. 
               

              How does any company expect to attract and retain customers when they treat them like this?

               

              AND OVO PLEASE REWORD the messaging on your website telling me that you have taken the website down for the entire year “FOR ME” !!

               

              I will be taking my custom elsewhere unless  this is resolved for me a.s.a.p.  Though I doubt that Ovo would really care one way or another. 
               

              *Edited by Mod*

               

              Mate switching away won’t solve your problem. I’ve been locked out of my account for months but seems like whatever made the account unsuitable to be on the new account system also means they won’t close my gas account or raise a final bill or stop charging my bank or take any action. All highly unsatisfactory and very much not good enough. Very nice of people to suggest raising a complaint - in my experience that is going to get a response on the same timeframe as the website upgrade - months.

                Firedog
                Super User
                FiredogSuper User
                Super User
                November 5, 2023

                I’ve been locked out of my account for months ...

                 

                Sorry, are you saying that you still 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 ? 

                Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
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