New Fixed Tariff

@Blastoise186 ok thank you for clearing that up for me and I really appreciate you help.

Forum moderators: look for a highlighted passage here.

Well not really taking a chance,
I’d already double checked the T&C’s and seen that in my case no exit fee(s) would be applied if switching from my 1-Year Fixed Loyalty to another fixed term plan with OVO.

(The customer support person I dealt with to make my ‘tariff hop’ knew that too, I didn’t have to bring it up they told me, and just clicked a couple of buttons and waived the exit fees).

That tells me that the default is to charge the fee if the agent has to take action to change it. I wonder if they have to justify a waiver to a supervisor, or whether the discretion is absolute. 

That’s how I understood it as it was happening, a default exit fee setting that can be varied or waived by the support agent.

She didn’t need to refer to anyone else, just did it straight off her own bat for both fuels.

Presumably customer support are given guidance/training about when exit fee variations and waivers should be applied.

@Nukecad That's all well and good but I have now been on the online chat twice and been told different variations of the exit fees by different support agents and none in my favour. So it's a bit hit and miss if you do won't to change mid contract.

I would go with what is written in the T&C's rather that what someone says on the phone.
(People on the phone may not have fully up to date information, or may even be thinking about something else without checking).

Plus of course the answer will depend on just what question you asked them. eg:
Q: Are there exit fees? A: Yes.
Q Are there exit fees if I ‘hop’ to another OVO fixed tariff? A: No.

Currently the 1 Year Fixed Loyalty T&C's, section 6, only state that an exit fee may apply "If you change your supplier".
ie. No change to another supplier, no exit fee.

I suppose someone has to ask:
You only started your new Fixed Loyalty plan 2 days ago on 5 Setember, is't it a bit early to be looking at changing supplier?

However - If you think that you have made a mistake with signing up to that plan and no longer want it (maybe you want a different plan, or want to stay on your old variable tariff) then you are still within the 14 days cancellation period.

Hey @Lucky2,

I am they. 

As @Firedog kindly linked, we’ve had a conversation about this recently, and I raised it internally to say it isn’t clear depending on where you look or how you ask the questions if you ask support. It’ll take a little time to work through the different teams involved, so once I have an update, I can share it with everyone 😊

@Nukecad is correct here, agents have guidance/tools to let them know what plans they can and can’t waive fees on! I’ve asked for access to this so I can take a look at it myself as it’ll give me a better idea of what they look like so I can feed that back to you! 

If you have any further questions, drop them in, and we can take a look! 

I agreed a 12 month fixed tariff with OVO which should have started on 6 Dec last year. To date nothing has happened despite no fewer than 12 phone over recent weeks in attempt to get some action. What can I do to get this sorted.

Hey ​@Grapallie11, 

We don’t have any account access through the our Customer Forum so we won’t have any visibility over what’s causing the issue with your tariff. 

You’ll be able to speak to a member of our Support Team through any of our channels below:

https://www.facebook.com/ovoenergy/

https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

If you’re not happy with how long it’s taking to resolve you can always ask the Support Team to register a complaint for you. You can read more about our complaints process here: https://www.ovoenergy.com/feedback.