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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
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    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? 

    Hi @Jam 

    If you feel strongly about it,  I think if i was in your position I would put in an official complaint

    https://www.ovoenergy.com/feedback

    As part of the complaint ask for an immediate deadlock letter to be given to you. If they refuse just keep asking for it regularly rather than waiting the standard 8 weeks for complaints. I say that as i suspect there is no possibility OVO will change their mind. 

    Go to the Energy Ombudsman as soon as you get the deadlock letter. 

    https://www.ombudsman-services.org/sectors/energy

    They will ultimately then decide what is reasonable and whether it is acceptable. I honestly don't know what they will say. 

    Alternatively simply switch suppliers. 

    G
    Newcomer
    Grandadshaw
    Newcomer
    April 27, 2023

    Ovo send emails to tell me my statement is online but I am being migrated to New system and this will happen end 2023. I have asked and been promised email statement but that hasn't happened. I have no what my usage or balance is. I think I'll cancel my direct debit and talk to them in court.

    juliamc
    Rank 20
    juliamc
    Rank 20
    April 27, 2023

    Frustrating as that might be OVO will just change your tariff to a higher rate !! 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    April 28, 2023

    Hey @Grandadshaw,

     

    Really sorry for the issues you’re having, 

     

    I’ve just asked for an update on this and pdf statements should be going out today, if not Tuesday. 

    Renewable Energy? Big Fan.
    M
    Newcomer
    MartinGM
    Newcomer
    May 1, 2023

    I am unable to access my online account and each time I try to login I am redirected to a page that tells me that a new website is being developed and I cannot access my account until the end of 2023.  How do I submit meter readings, top up my account and change my direct debit during this time?  I have received no notification of this significant change by OVO.

    M
    Newcomer
    MartinGM
    Newcomer
    May 1, 2023

    I’m in the same boat with no access to my online account and despite the helpful information from the forum on accessing my account by the alternative link, still get bounced to the notice advising me that I will be unable to go online for another 8 months. It’s quite unbelievable how poor the communication is from OVO, who I have been with for several years.  Perhaps time to move on.  No way to top up, check usage, check DD, submit readings (my not very smart meter only reads electricity usage).

     

    Tried the live chat today and halfway through I received a message saying the chat was now closed!

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    May 2, 2023

    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 migrating these remaining customers onto our new billing system. Self-serve won’t be available for the foreseeable future but you can contact our Support Team to submit readings and you will receive email attachments with pdfs attached.

    Renewable Energy? Big Fan.
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVOSolved
    Retired Moderator
    May 2, 2023

    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. 

    Renewable Energy? Big Fan.
    C
    Newcomer
    collinsUsername
    Newcomer
    May 2, 2023

    ….. so can someone who works for OVO please respond here to suggest a way to get in touch?

    I top up my account with the shortfall every month online, and need to be moved/whatever is necessary to allow this to continue by the end of this month, not by end of 2023.

    Please respond here.

    Thanks

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 2, 2023

    Live Chat will still work. Just tell the bot you are NOT a customer and it’ll put you through. You can then authenticate manually with the agent who answers once they connect.

    This forum is not for account specific support as we can’t access them from here.

    You don’t get to choose when your account migrates I’m afraid. It’ll be done as soon as OVO is able to finish it.

    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