When will I get access to my online account?

They are fobbing you off! Migrated from SEE (Well they took over SSE) in October last year. The app is still not working says my account in migration.  

Hey @Hadders52,

I’m sorry to hear this,

I’ll ask Forum_Support to reach out, please keep an eye on your private messages. 

Hey @robbok & @Buzby,

I’ll ask Forum_Support to reach out, please keep an eye on your private messages. 

I was trying to find out why I can’t register for an online account, but the ‘agent’ would only say the account is being migrated. I don’t think this is true. The error message says ‘details don’t match’, not ‘account being migrated’.

Can anyone tell me what is going on ?

Hi @Buzby 

Sorry to hear this,

We don’t have account access here at the Forum, so the Support Team are best placed to know what’s going on with the account.

It’s likely that the error of details not matching is also still due to the account migration to the other system, but as there are no details to match, the system believes the details being entered don’t match.

If you’re still unsure you can share a screenshot of the screen you see or check with the Support Team.

@Abby_OVO 

Hi Abby,

I did phone OVO this morning about this. The agent was very helpful, and checked that the details I was using were the same as on her screen. Even checked the spelling of my name, as I have had problems elsewhere when people spell it wrong. The agent could not tell me what was wrong, other than there was a big system upgrade going on, and it might be related to that.

As you can see from my other posts, I’ve got two big problems at the moment.

One is the BOOST/OVO payements fiasco, the other is the inability to register online.

The availability of an online account was one of the main reasons I switched from BOOST to OVO, as OVO advertised and promoted the ease of online account management.

I’ve already told them that if my online account is not working by the time the payments fiasco is fixed, I’m going to jump ship.

Cheers,

Buzby

I think you might be right.

I never had an SSE supply, it was BOOST, and I don’t get a ‘migration error’, I get ‘wrong details’.

If ‘migration’ applies to SSE accounts, why would a BOOST account be affected ?

( I’m sure there is an ex-spurt on here who knows the answer, but he won’t tell, it’s his secret !. )

I can’t see that anyone answered this question. The migration is most probably part of the dismantling of Boost, supposed to have been completed last year. While most Boost customers have now been moved across, there are clearly a few stragglers who are being difficult. I wonder if the fact that you are an SSE refugee has anything to do with it - that alone caused untold problems of various types when SSE’s retail arm was finally buried on 31 December last before OVO had had the chance to mop up the last remnants. 

The problem is in most cases that ex-SSE accounts were moved to OVO’s old billing platform (Apollo), which was superseded six or seven years ago. Weaning them on to the ‘new’ system (Orion) is proving difficult in many cases, and moving the management of this system in-house from Kaluza won’t have made it any easier.

I’m sure it’ll all come right in the end 🙂   

@Firedog 

I’m not an SSE refugee, I’m a BOOST straggler !

It might come right in the end, but seeing as I’ve only been with OVO since last July, I would have expected it to be right from the start.

Oops, sorry 😳. I see that it was somebody else who threw that red herring into the works.

Oh dear. I think I’ve misunderstood your situation completely. 

Boost was launched some years ago when the prepayment arm of OVO was hived off to a separate entity within the OVO family. They decided to reverse this change last year, so another grand migration began as Boost customers became OVO customers.

If I’ve now got it right, you tried last year to switch from being a Boost prepayment (PAYG) customer to being an OVO ‘pay monthly’ (PAYM) customer. This switch was still ongoing just as Boost entered its death throes, and as a result your account has fallen between the cracks somewhere. 

There is a world of difference between managing PAYG accounts and PAYM accounts, which is why Boost was invented in the first place. It seems that trying to get them back into bed together isn’t going smoothly for every customer, and you’re one of the unlucky ones.

As I said, it’ll all come right in the end 🤞🏻