Online account still not available to some customers?

Please could someone give some answers about this supposed new online access?  All of last year they were saying “the end of the 2023”, then it became “September 2024”. Surely it can’t be beyond them to migrate a few legacy account holders to the new website. I feel as though I have been patient enough.

The accounts that have NOT yet moved over from Apollo to Orion are mostly those which suffered either the most data corruption - which absolutely must be fixed first - or don’t yet have the required features and/or functionality in Orion to migrate them. If you were to try to migrate any of those accounts right now, Orion would choke and probably crash.

This is not just about moving them “to a new website”. The old one was designed to work exclusively with Apollo and the new one exclusively works with Orion - they are not cross-compatible with each other at all because Orion is essentially a total rebuild of the entire setup.

Online access for those accounts will be restored once they’re running on Orion.

still no movement on this

Hey ​@thereturn, 

I just checked with the team and they’ve said you should be able to access it through https://my.ovoenergy.com/login

Could you give it a try and let me know if it was successful? 

Thanks for your effort Chris, quite the team…

The very first thing I have tried is logging in to my account, thats how I know I cant access my account, you see :)

That may be because its the wrong website but Im not sure because my account has been a complete mess for 2 years, I was on the famed Apollo, which Boost was. Im not a PAYG customer. That is for PAYG. Im with OVO on DD which is Orion, looks like Im the 1% of the 1% at this point, if you follow...

You see my predicament? For 2 years Ive been harking on about getting access to my account. I get a letter every now and then and thats it.

Why would OVO make that decision if they were aware of the obvious incompatibilty issues?

Did the bucket have a hole in or something? Seems like a hasty decision.

Is that what caused all the erroneous bills that went to PAYG customers? Mine was £1300 lol.

Could you shed any light on the success theyre having migrating people, any idea how many may be left? Is that something I could contact OVO about? Could you advise how?

Hey ​@thereturn,

Thanks for using the link to confirm your lack of access. Sometimes people accidentally use the wrong link they found online, which can be a bit confusing.

If you send me a private message with your account number, i’ll pass it on and see if we can find answers for you. 

Thanks, Chris.

I will do

Picked up your message ​@thereturn. 

Once we’ve figured things out for you, i’ll come back and update this thread incase anyone else is still in your position 😊

Hey Chris, you were hoping to get this resolved Friday afternoon. 

Unfortunately my issue had to be escalated.

Any chance Jessica can get hold of me soon? 

Chris isn’t in today ​@thereturn, but I’ll send him a message so he picks this up when he’s back.

Appreciate that Emmanuelle, its Jessica Im really trying to get hold of though :) 

Hopefully someone can resolve this 2 year long issue soon 

Hey ​@thereturn,

Apologies I was indeed out for a couple of days sick but i’ve picked this back up with you through private message and we’re working towards fixing it. 

Hey ​@thereturn,

We're happy to announce that your login issue has been resolved! Thanks to ​@Ben_OVO’s suggestion, we were able to fix it by updating the email address associated with your account. You can now access your online account after two long years!