No adjustment to my Fixed Price- What about the Energy Price Guarantee?

I constructed this for posting to the E.On Next forum but most of it applies here to.

E.On next have failed to explain to customers what would happen today with the pricing of nearly all customers energy accounts.

It appears that as stage one of their updating, they have incorporated the rates deriving from the OFGEM review published at the end of August.  Most customers would have seen substantial increase in their bill had these increases (circa 80%) gone ahead.  When stage two (to incorporate the unit price reductions deriving from the Energy Price Guarantee (EPG)) will be completed is currently unclear

In the event, the government stepped in with the EPG, which has applied a significant reduction to the October 2022 OFGEM rates, but has left the Standing Charges unchanged from what OFGEM authorised.- these are in general a slight increase.

For those customers on the variable rate tariff, the prices after the Government EPG has been incorporated  will see their unit prices up by around 25% instead of the 80% allowed by OFGEM.

E.On Next has been most reluctant to give away details of pricing up till now and may have been struggling to get the changes necessary properly programmed into their computers.  Customers can though refer to the pricing by EDF which was published about 10 days ago.  E.On Next’s pricing will likely be very similar.

government_energy_price_guarantee_prices._standard_variable_deemed_and_welcome._credit_meters.pdf (edfenergy.com)

Customers on fixed tariffs will see a range of unit price reductions because of the EPG, but prices will not go below the EPG rates.  Some customers who fixed very recently might find, even after the EPG reductions have been applied, that their prices remain above the EPG.  It’s likely that the company will bring prices down to the EPG for these customers, if not customers can exit their fix and go onto the variable rate tariff.

E.On next have suspended most of their web site functions for the time being and are no doubt working furiously to get thing right.

Most of the contributors here are volunteers who have no access to the company’s systems so can’t actually correct anything for you.  Customer services will be overwhelmed at present, but hopefully the website will be up and running again soon, accounts and tariffs will be updated and something approaching normal service will return.

My advice to customers is to be as patient as possible, but concentrate on the fact that unit prices will now remain the same for 2 years but bills can go up or down depending on your consumption.  There is no cap on bills, The caps are on prices.  Use more  - you pay more. Use less - you pay less.

Hi @Emmanuelle_OVO,  thank you for the input.  My IHD is synch'ing fine with my smart meter so no problem in this respect.  It is just the fact that I'm in the dark as to what my new contract tariff rate for Electricity is going to be from 1st Oct 2022.   I'm 100% electric and my monthly DD is £356 so understanding what my new tariff is going to be and the consequential impact on my energy bill and DD payments is key to managing my household budget.  The fact that I've heard nothing from OVO on this prior to the change is not helpful.  I'm currently 11th in the queue on your chat service to chat to a customer service assistant to see if they can provide any further guidance with my request.  If I'm wasting my time then please let me know, but some guidance ASAP on this transition to a SVT or discounted Fixed price would be much appreciated. 

had a chat with ovo on whats app to-day because my rates stayed the same as i am on a 2 year fix they changed me over to a variable rate to get the cheaper prices.i asked them before they did it to send me a copy of rates for my area because all areas differ in price

 Hi I suppose to be on Economy 7- simpler energy tariff from 1 October, can someone explain me why I’m still charged by my older tariffs? 
 

My bills are huge i am attaching screenshots of the last billing periods of my account i have called OVO  probably 10 times already since last month

I have written some emails, whatsapp messages.

They told me they would take care of the matter as of today I have a new billing period I see they are starting to charge me again for the old tariff. Thanks for help 

I’m thinking to

go to

Citizens advice or put a formal complaint I have enough!!
 

*Edited by Mod*

Hi,

Your best option for this is https://ovoenergy.com/feedback . We can’t access your account from here so this can’t be fixed by a forum volunteer.

I’ve had to report your post because it contains personal info. Please be careful about posting an MPAN because it leaks your address instantly.

I am on a fixed deal for electric and gas. I haven’t heard from Ovo about the energy price guarantee and if I would be better to change to the standard variable rates. I have tried support via the online messaging system and a phone all but am not getting clear advice or potentially inaccurate advice. 

I have asked if I would be better off changing to the standard variable rate but have just been told generically most people will be better off but not if I would be specifically. I have asked what the standard variable rates for me would be but was only given electric rates not gas ones and I’m not sure if they were for my area or generic. 
I have also asked if I would have to pay the exit fees if I switch and if so can change back to my fixed deal later and was told by a service operator today that I would have to pay £60 penalty per fuel for exiting and can’t go back to my deal later. 
 

This doesn’t agree with the information on the Ovo website about the energy price guarantee so I asked that be checked and she came back to say that was the case. 

I am now very confused as I have not received any emails from Ovo and conflicting or unclear information from their support teams.  Does this mean I am not better off on standard variable even though the electric rates seem lower than my current deal,  so would have to pay exit fees to switch (which would wipe out any saving). Or am I being misadvised by  Ovo support? 

I am based in the South East.
My current deal rates are:

electric:

Day 40.16

night 27.33

Standing charge 45.97

gas:

unit rate 10.31

Standing charge 26.21

Thank you for any help.

Hey @gyd1,

Sorry for the issues you’re having,

Support should be able to tell you the current variable rates in your region, so you can compare. You can choose to go onto the variable tariff without incurring exit fees.

It’s possible you’re in a small cohort of customers who are yet to be contacted in regards to the Energy Price Guarantee.

Have you recently migrated from SSE? When does your current tariff come to an end? Are you able to send a screenshot of your Online Account where it gives your plan details? 

Please make sure not to include any personal details in the screenshot 🙂

Thank you Emmanuelle. 
I’m afraid I don’t have much confidence in support having called this morning and been told I have to pay exit charges and cannot transfer back again.  And that was after I asked the support adviser to check as it says differently in Ovo’s website, and she queries it and said I would have to pay. 
 

I will try again and hope for someone more knowledgeable. 

I accept I may be in the cohort who haven’t been contacted yet, but would suggest if this is the case, Ovo update their website as this currently says all customers have been contacted by the end of October. This makes me, and probably others, assume we should have heard something by now. 

No I haven’t come from SSE, I have been with Ovo for about 7 or 8 years. 
My contract ends June 2024. My plan details are:

*Edited by Mod*

Hello @gyd1,

I’ve edited your post to remove your screenshots as they contained your meter details.

But I’m surprised you haven’t already been contacted, given when your contract comes to an end and the duration of time you’ve been with OVO.

I’d advise calling Support about this on 0330 303 5063. If you don’t get the help you need, you can request to raise a Complaint. They should be able to A) tell you what the variable rates would be B) switch you onto a variable tariff without incurring exit fees.

Yes this was flagged by another Community Member. I’ve raised it internally, the issue with the misadvise on the website. There is a small number of customers yet to be contacted about the EPG and re-priced. 

Hope this helps.