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MarkS1
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December 30, 2023
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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

    Show previous replies
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 10, 2024

    Hey @Diddjke ,

    Sounds like you’re either still in the migration process or it hasn’t quite started yet. Keep both apps for now since you’ll want the OVO Top-Up app sooner or later anyway - OVO will let you know once the migration of your account is complete.

    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!
      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      May 13, 2024

      Hey @Diddjke,

       

      Glad to hear that your top-up was successful and you’re now setup on the new app. I'll take your question away about the balance and ask if there’s a timescale for this to show. 

       

      Keep us updated if your balance starts showing on the app. Like @Blastoise186 has said it may just be going through migration and waiting for all the details to pull over. 

      Renewable energy jokes never get old.
      F
      Newcomer
      Frustrated and irate
      Newcomer
      May 24, 2024

      Has anyone on here who's been waiting for there online access actually got sorted yet i have been waiting since last march. need access so i can use the charge anytime app to get cheaper charging rates for my car for the past 12 months i am paying twice the price to charge my car and its getting a joke. 

      I gave up waiting and switched supplier. However, be aware that the Apollo system seems to be so bad, that I was charged as if my account was still active, for fuel Ovo was not supplying. Still in the process of getting my final bill and refund. 

      I received my final bill and refund after more than 8 weeks after switching, having chased them several times. I found that you need to keep chasing for anything to happen. If they say they will “raise a case”, you will never hear back. If you strike it lucky, they will deal with it there and then.

      Recently I’ve been chasing the “automatic” £30 compensation for the late final bill. It turns out that it’s not automatic in the case of ovo. I’ve had to chase this many times too, and none of the agents knew what I was talking about (https://www.ofgem.gov.uk/information-consumers/energy-advice-households/check-if-you-are-owed-money-your-energy-bill). I think I finally succeeded today: the cheque is supposedly in the post.

       

      I’m sorry to hear about the problems you’ve had. Please pop back and let us know when you do receive your cheque, or if you need any further help with this.

      I did receive the compensation cheque eventually, in April. I then had to complain again to receive the statutory compensation for the late compensation. I eventually received that in May. Altogether, I had to pester ovo eight times since changing supplier before the process was complete. If ovo had simply issued my final bill automatically within 6 weeks, all this hassle (and compensation) would have been avoided.

      Ironically, I received email a few days ago saying “Switch back to OVO in just a few clicks”. No chance! I’m very happy that I will never need to have anything to do with ovo again.

      C
      Newcomer
      Clivese
      Newcomer
      May 30, 2024

      Does anyone have any update fron Ovo as to when we will regain access to our online account. They promised by March 24 buth ave consistently failed to meet any timescales they have promised

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        May 30, 2024

        Those weren’t so much promises as they were estimates.

        You’ll be able to get back in once you’re on the new billing platform. If you need help in the meantime, https://ovoenergy.com/help has your back.

        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!
          A
          Newcomer
          AdamAS
          Newcomer
          June 14, 2024

          Honestly quite tired of being told that I will get access eventually after its been over a year. Not to mention it seems to be 50/50 on whether i’ll get emailed a bill every bill so I just have to pay through banktransfer and hope for the best it reaches my account. 

           

            F
            Newcomer
            Frustrated and irate
            Newcomer
            June 14, 2024

            Honestly quite tired of being told that I will get access eventually after its been over a year. Not to mention it seems to be 50/50 on whether i’ll get emailed a bill every bill so I just have to pay through banktransfer and hope for the best it reaches my account.

            Have you seen anyone on this forum saying that they have been successfully moved to the new billing platform? I haven’t. I gave up waiting in the new year, when it became obvious that ovo was lying about (aka “underestimating”) the time needed to restore online access.

              G
              Newcomer
              garystokey
              Newcomer
              June 15, 2024

              Honestly quite tired of being told that I will get access eventually after its been over a year. Not to mention it seems to be 50/50 on whether i’ll get emailed a bill every bill so I just have to pay through banktransfer and hope for the best it reaches my account.

              Have you seen anyone on this forum saying that they have been successfully moved to the new billing platform? I haven’t. I gave up waiting in the new year, when it became obvious that ovo was lying about (aka “underestimating”) the time needed to restore online access.

              Has anyone actually been migrated to this new billing system yet. This is a complete joke a company as big as OVO cannot transfer a as they say few thousand customers to already running billing system and then access to their bills

              May be someone could bring this to light with Martin Lewis on his tv show might give ovo a kick up the backside and some negative feedback

                Blastoise186
                Super User
                Blastoise186Super User
                Super User
                June 15, 2024

                Here’s a question for you. What would you rather have then?

                Be migrated now and get a new online account immediately - but with a HIGH risk of massive data corruption and half the features not work at all?

                OR

                Wait until the issues are fixed and have things fully work from day one?

                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!
                G
                Newcomer
                garystokey
                Newcomer
                June 15, 2024

                Why would there be. High risk we only to be put on a account system/ website/ app that is already running for the other thousands of people with ovo I don’t want one that’s only for me this is now 13 months since not having account access

                they are not building a system to control nuclear weapons 

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