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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

    Show previous replies
    1
    Newcomer
    103146433
    Newcomer
    April 26, 2023

    Actually, provided you don’t use Incognito mode or wipe the cookie out, OVO’s live chat tool will retain the chat history for you so you can see it later

    Thank you but I’m afraid that doesn’t work, in my case.  I don’t use incognito mode nor have I deleted my cookie history and the chat history is not available.  In theory, a request can be made for a transcript of the webchat but in reality, you don’t get them.  In fact, the advice from the webchat advisors is to screenshot the webchat.

     

    J
    Rank 2
    Jam
    Rank 2
    April 26, 2023

    I can’t log in any longer to my online dashboard account. The app is also not working. It says it will take until the end of the YEAR for this to be reinstated. So now I have an online account that doesn’t function online at all? What? 

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    April 26, 2023

    Not sure where you generally log in @Jam but there have been a few mentions of this. Have you tried https://www.ovoenergy.com/ and log in there? It seems to get back online for some 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    J
    Rank 2
    Jam
    Rank 2
    April 26, 2023

    I tried logging in there. All I get is :

    We’re working on a new website for you

    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.
    You’ll continue to receive your bill every month by email and we’ve explained how you can pay it and get copies of your current and historic statements below.

     

    The link from there to this forum is broken too. 

    My phone app is also suspended. 

    This topic was red hot on this forum this morning but I can’t find a trace of it now. What on earth is going on?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 26, 2023

    It’s being replaced by a new system. You’re still on the old one.

    OVO will keep you posted.

    As for the forum link? Leave that with me. I think I can diagnose it and get it flagged up to fix.

    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!
    J
    Rank 2
    Jam
    Rank 2
    April 26, 2023

    Haha! Ovo have said it will take until the end of 2023. Time to vote with my feet and move on me thinks.

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 26, 2023

    It might not take that long. Be patient.

    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!
    J
    Rank 2
    Jam
    Rank 2
    April 26, 2023

    What's the inside story then? That’s what they’ve announced!

     

    J
    Rank 2
    Jam
    Rank 2
    April 26, 2023

    Having an online account where you can’t access your direct debit, historic bills, meter readings et al is just terrible! No announcement via email up front. Just suspension for 8 months.  This forum was red hot on this topic this morning and I came back to find some links to see if there was any update but it seems to have been wiped. I can’t find it anywhere? 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 26, 2023

    I’ll see if it still exists.

    You’re being moved to the new billing platform. Most people already got moved and there’s just a small number left to do. OVO will keep you posted and you can still use Live Chat to access all that stuff in the meantime.

    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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    Terms & ConditionsAccessibility statement

    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