When will I get access to my online account?

We’re also not talking about a simple calculator either. The web portal for the legacy billing system was shut down last year due to a security flaw. However, I am absolutely forbidden from revealing the details of that flaw even if I knew what they were - which I don’t. All I can say is that it was not myself who reported it, but someone else. I do not know who made the report either.

The Apollo billing system corrupted thousands of accounts which is one of the reasons OVO is getting rid of it, but they cannot move yours if it’s still in a bad state - it needs to be cleaned up first and that takes time because there’s still a few thousand to go through. Each one takes a LOT of manual action and a lot of man hours to fix in order to prepare it for transfer - and then you have to convert the data to the new system, you can’t just Dump N Go as it doesn’t work that way.

That is why I asked the question. Do you really want your entire account to just work even if it takes longer to get access to online services, or be completely messed up from the word go but have it immediately? This is NOT just about the web portal!

Well of course anyone who has sucessfully moved will not be logging on to the forum to complain. so you won’t see them.

Satisfied/happy people don’t usually log onto support fora to shout about it.

It’s something to bear in mind with any/all support fora - they are mainly there for people to post their problems and complaints and get whatever answers and solutions are available..

So that’s mainly what you see on support fora - lots of problems and complaints.

It can tend to make things look somewhat one-sided

Maybe most people don’t bother, but surely some of the satisfied customers should be reporting back here. I did that when I successfully received my final bill and compensation (after epic delays).

As Nukecad just mentioned, 99% of happy customers never come here at all and many of those who found our solutions helpful don’t come back to tell us - we only get a handful who ever do.

Myself and Nukecad are part of the 0.1% of visitors who choose to stick around and actively help out, which is why we have the Forum Volunteer status that we hold. Anyone can earn it, but very few choose to do so.

Folks often come here to ask their one question and then vanish into the shadows until the end of time. That’s just how these forums work.

Just to note that at the moment I wouldn’t include myself in that 99% happy group.

I do have my own issues with OVO.

Currently account access online is one of them, I did have access to my account online since moving from SSE to OVO, but lost it a month ago.
It’s a different, (and somewhat unusual), issue to the one that you ‘legacy’ customers are facing, but with the same frustration of losing online access - so I know what it’s like when you can’t see/handle your acount online anymore,

Any updates we get internally about the progress of the online account access issues, we’ll update all relevant topics.

I appreciate how frustrating it must be. 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.
 
 

Is anyone else experiencing problems with not being given access to new app/website. It was supposed to be done by 1st of January but I still can't get access. July. 

They have told me there are issues but I don't believe them. It's just a fob off because they don't want to deal with it. 

Actually, OVO does want to get this done. However, this isn’t about giving you a new app or website - it’s actually about moving you off of the legacy billing system Apollo and onto the new billing platform Orion.

It’s not as easy as it sounds and there’s a lot of data corruption to fix - this is why it’s taking so long.

Why has no one I have spoken to mentioned that? This is the first time I have heard of it being a billing issue. 

This has been an ongoing project since around 2017 - and there’s been discussions about it here ever since. If you ask your questions in the right places, you can get answers much faster.

Not everyone at OVO has access to the same stuff.