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Rank 2
MarkS1
Rank 2
December 30, 2023
Solved

When will I get access to my online account?

  • December 30, 2023
  • 195 replies
  • 6419 views

OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024.

 

Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024.

 

A selection of my recent correspondence with OVO is below.   

9th December

“I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”

11th December

“We are currently working towards getting a defined date for when you would be able to get back into the App, as currently the working time frame for this internally is End of this year into the beginning of 2024, however we will see what we can do to find you a defined date on this.”

13th December

“We are currently working towards getting a defined date for when you would be able to get back into the App, as currently the working time frame for this internally is End of this year into the beginning of 2024, however we will see what we can do to find you a defined date on this.”

22nd December

“I have been asking around to find out more information on the migration, and I have been told it will all be done by end of Q1.”

 

 

 

    Best answer by Chris_OVO

    Hi, 

     

    We’re very sorry that you can’t log in to your account at the moment. We’re working on fixing things and will be back in touch in the near future with an update. In the meantime, you’ll continue to get your bill every month by email or post as usual. If you have any questions or need help with anything, please chat, call, or email our support team.
     
    We’ll update this topic when the remaining customers are migrated over to our new system.


     

     

    195 replies

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    December 30, 2023

    OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024.

     

    Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024.

     

    A selection of my recent correspondence with OVO is below.   

    9th December

    “I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”

    11th December

    “We are currently working towards getting a defined date for when you would be able to get back into the App, as currently the working time frame for this internally is End of this year into the beginning of 2024, however we will see what we can do to find you a defined date on this.”

    13th December

    “We are currently working towards getting a defined date for when you would be able to get back into the App, as currently the working time frame for this internally is End of this year into the beginning of 2024, however we will see what we can do to find you a defined date on this.”

    22nd December

    “I have been asking around to find out more information on the migration, and I have been told it will all be done by end of Q1.”

     

     

     

    It may be worth posting this on the OVO Trustpilot site if you haven't already.

    https://uk.trustpilot.com/review/www.ovoenergy.com

    M
    Rank 2
    MarkS1Author
    Rank 2
    December 31, 2023

    OVO have treated their customers who are on their legacy on-line portal very badly. OVO decided not to inform customers by email that their on-line access had been suspended and have failed to pro-actively keep us informed of when our on-line access will be restored. Despite being assured on multiple occasions that on-line access would be restored by the end of 2023 this is now promised in Q1 2024.

     

    Customers need to let OVO know that they need to keep us regularly informed and make it a priority to restore our on-line access by the end of January not the end of March 2024.

     

    A selection of my recent correspondence with OVO is below.   

    9th December

    “I am afraid I have no infinitive date on when you will be migrated over to our upgraded system, where you will be able to use the app.  When we spoke some time ago, we said end of the year However, let me take this away and see if I can get an update.”

    11th December

    “We are currently working towards getting a defined date for when you would be able to get back into the App, as currently the working time frame for this internally is End of this year into the beginning of 2024, however we will see what we can do to find you a defined date on this.”

    13th December

    “We are currently working towards getting a defined date for when you would be able to get back into the App, as currently the working time frame for this internally is End of this year into the beginning of 2024, however we will see what we can do to find you a defined date on this.”

    22nd December

    “I have been asking around to find out more information on the migration, and I have been told it will all be done by end of Q1.”

     

     

     

    It may be worth posting this on the OVO Trustpilot site if you haven't already.

    https://uk.trustpilot.com/review/www.ovoenergy.com

    Thank you and i have posted a review on Trustpilot

    F
    Newcomer
    Frustrated and irate
    Newcomer
    January 1, 2024

    I am also really frustrated about this “new website” that is still claimed to be available at the end of 2023. It has wasted so much time during the last 9 months or so. Even before the website access was cut off, there were a few months when meter readings couldn’t be uploaded. Right now I’m waiting for a human to answer on whatsapp so that I can “upload” the readings.

    My question is: did anyone receive a bill in December? I have received bills by email every month up to November but there was none in December.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 1, 2024

       @Frustrated and irate 

      It’s New Years Day. The entire country is taking the day off.

      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!
      F
      Newcomer
      Frustrated and irate
      Newcomer
      January 1, 2024

      It’s New Years Day. The entire country is taking the day off.

      Argh! That’s the whole point of having a website (which has now been abolished by ovo). This is the 21st century. I have been able to upload meter readings 24/7 for nearly 30 years. Now I am supposed to wait until “an agent becomes available”.

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        January 1, 2024

        It’ll be back up for you soon. Most of the userbase on the old system got migrated to the new one some time ago, but your account was probably part of that 0.1% that requires manual action.

        And there was also the SSE → OVO migration that was required to be done by 31st December 2023 without exception, because that was when the licensing/branding deal agreement expired. Part of the terms were that ALL legacy SSE systems had to be shut down by that date, which required OVO to really focus pretty hard on it.

        With that basically wrapped up, OVO will be able to put more resources on finishing the Apollo → Orion migration which is the one you’re on.

        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!
          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          January 2, 2024

          Meh, more like 2,000 affected accounts out of 2 million that might have been on Apollo. You need to remember that several million of the accounts on OVO’s books have never touched the legacy Apollo system and were provisioned directly onto the new one Orion.

          I also never said they’d be migrated manually. The manual action I alluded to is more about building out functionality into Orion to ensure feature parity to Apollo and unlock the migration path for those accounts. Once that’s in place, they’ll be migrated automatically just like all the others.

          These things are complicated - you just have to be patient. To put it into context, the process of me just migrating 2GB worth of emails from my web server to Google Workspace a few months ago on behalf of a client took about 8 hours due to the sheer volume of emails in one of the mailboxes - and that’s with my web server being one of the fastest in the web hosting industry along with running the process at a maximum speed of 100 requests per second. And that was just for 10 email accounts and roughly 15,000 emails in total.

          Try scaling that up by a couple of thousand more accounts… And you’ll soon see what I mean here.

          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!
          Jeffus
          Rank 20
          Jeffus
          Rank 20
          January 2, 2024

          @Hadders52 @MarkS1 @Frustrated and irate 

          Have you ever put in official complaints?

          https://www.ovoenergy.com/feedback

          There are also some email links on the same page to contact the ovo ceo team.

          You could also post a review on Trustpilot which can help highlight issues 

          https://uk.trustpilot.com/review/www.ovoenergy.com

            F
            Newcomer
            Frustrated and irate
            Newcomer
            January 2, 2024

            Hi @Blastoise186, I’m sure this is all true but it’s not the customers’ problem. Other utility companies presumably upgrade their systems all the time but they don’t leave customers without esssential services.

            It’s worth noting that OVO didn’t give us any notice of the website being shut down (about 9 months ago) and hasn’t provided any updates on the situation since. When I log in to the website now it still says “access to your online account won't be available until the end of 2023”.

            Moreover, from what you said above, it sounds like only the oldest customers are affected by the “legacy” website. I switched to OVO in early 2016 because it was highly recommended (maybe by Which?) at that time. It’s no consolation to know that 99% of customers, including recent ones, are unaffected. That just makes it less likely that anyone will take this problem seriously.

              P
              Newcomer
              pbraid
              Newcomer
              January 3, 2024

              When will the new website be ready? It was supposed to be online by end-2023

                Show more replies
                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