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

Opened this thread as it was marked as ‘solved’ 

yeah, right 🙄

I am also stuck in the no access, alleged 2% club , totally bonkers that anything can take so long and an extra smack in the face that it affects OVO’s older and more loyal customers 

at a time of energy crisis and close to unmanageable household finances this lack of account access is totally unreasonable

i am guessing someone must have asked for ombudsman intervention, they surely can not be siding with OVO on this 

please do not tell me it may not take the rest of 2023 to fix, but if you can find an actual estimate for completion I and many others would be grateful 

I have tried to log in every few days for a couple of months now, I am not getting emailed statements, which would be the absolute minimum I would have expected 

The best option for now is Live Chat via https://help.ovoenergy.com .

The legacy billing system has been closed while your account gets migrated to the new one. Once that’s done, the app will work again for you and you’ll get website access back.

It might be ready sooner than expected too.

Hi @DavidG58 

Sorry to hear you’re in the same situation as some of the other users on this thread.

The team have no further timeframes for this at the moment, and I’m sure if they know more they will let us all know. We’ll update the best answer when we have any more information to update the thread with.

Regarding not getting your email statements, we can’t say for certain the reason for this as we don’t have access to accounts here at the Forum, so it will be best to contact the Support Team to discuss the bills and make sure the email address is set up correctly for email billing, as that could be the reason for this. 

have you tried the Loop app at least you get an idea daily of usage much more easy to use than the OVO website which hasn't given data for 3 days at present.   

It’s a complete joke. To submit monthly meter readings I have to call the only available number, speak to someone who takes all my details then transfers me to the Apollo team, who then ask for all my details then put me on hold.  What used to be a simple input on the website now takes 15mins on the phone.  I asked if there was a direct line to the Apollo team and was told “No we only have one phone number”. 
I don’t know what’s happened to OVO - I’ve been with them for many years because their customer service was outstanding. Now, I’m going to be switching provider as soon as I’m able to.

I can’t have a smart meter  for my gas as the meter is’too far away from the electric meter’

so I have to submit monthly gas meter readings.  How can one do this when their website doesn’t allow you to do it., phonong ar chatting takes hours to get through …?

Hi @brikath , on their help pages they show several ways to submit a meter reading .. have a look

https://www.ovoenergy.com/help/how-to-submit-your-gas-and-electricity-readings

Tried that but all routes are blocked until their new website is up and running ‘by end 2023’!

I’ve tried to log into my online account for the first time in 2 months to check my energy usage,

I’m greeted with a message saying my account is being migrated and it won’t be available until the end of 2023

This has surely got to be an error. What on earth is going on?

I do see that I was emailed my most recent bill and it says I need to phone to get my previous bills. Once I find time for this, fine I will have them and will get them via email. However, I only have access to my smart meter readings via the online account - I’m disabled and can’t physically access my meters.

 I only joined Ovo in January.

It sounds like your account was on the old legacy billing platform which has been switched off. You’re being moved to the new one and it’s possible your online services might be restored sooner than planned.

I’ve informed the forum moderators in case they can assist. But I would recommend setting up Priority Services Register if you haven’t already.