Of course the problem there is knowing just where that ‘right place’ might be.

You could be forgiven if you expect your first contact to be able to direct you to ‘the right place’.

OK, while posting this message I have learned that this is indeed a serious issue that has been going on since at least December 2023

Nathan was not honest when I asked him about the issue and I am regretting not staying with Octopus and switching to their fixed deal.

So my question now is what is the best way to submit my monthly meter readings?

____________________________________________________________________________________

Can’t log on to my OVO account at https://paym.ovoenergy.com/ I am not given the option of inputting my credentials, I just get the message below:

We're working on a new website for you

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.

I rang support and spoke to Nathan who said the web portal is not down and couldn't give me a reason why I’ve been getting this message for five days.

As a new customer it means that the window for my meter readings to be submitted to my old supplier by OVO has passed and estimates will be used.

Can someone tell me what the above message REALLY means?

Hi @ramboOVO , not sure which tariff you’re on but you should be able to submit readings via the online chat

Also, you may want to try https://my.ovoenergy.com and https://account.ovoenergy.com instead of the one you tried.

Unless the property has been on OVO for a very long time, you shouldn’t be seeing that message. Even then, the ONLY reason you should see that message would be if you’re one of the few remaining customers who are still on the legacy system. That number is dropping on a weekly basis but it’s definitely not the place to attempt logging in from.

By the way, please consider an alternative username just in case you get asked to change it. Only OVO staff are allowed to have OVO at the end of their usernames as it helps to make them stand out.

I’m not sure where you got that “paym” link from? But it is not the one that you should be using.
It’s a link and message meant for a certain group of customers who had their accounts transferred from SSE to OVO.
If I click on that link then I see the same message, but of course it isn’t meant for me, or for you.

Either of the 2 links that Blastoise186 gives above are what you want to use.
Either one will take you to the login page for the OVO portal where you can login to your account (or set it up if you haven’t done that yet).
Once you are logged in you can submit meter readings, view you usage and balance, and much more.
 

Hey @rambo 

As a couple of our volunteers have already suggested, you should try a different link than the one you’ve included in the topic.

If you could try these links for us, and let us know how you get on there. 

If you’re still met with the same message, the readings can be submitted to the Support Team as already mentioned above by Blastoise186.

This has been an extremely interesting read, I wont pretend Ive read all 7 pages. Its a difficult read, a troublesome topic. This whole situation is unfortunate at best, in reality though this has become a total farce.

"Also, I think you miiiiiiight just find that your services get restored a bit faster than September..." aged especially terribly... The only real answer is, we wait till OVO fix it. Nothing can be done. Can leave if we want.

but comments like;

-" I found traces ranging back to 2017 about the new system being on the way!"

 -"you don’t have is the last piece of the puzzle, which is why online access was turned off early. Only OVO and the Forum Volunteers here have access to that information as it’s still under NDA at this time."

are enlightening.

This problem has been ongoing, growing even and mustve hastily worsened. Likely data corruption or security weaknesses were exploited. NDAs, pulling the plug early, Ofgem involvement, avoiding the problem directly are all indicators of serious fault. I can only speculate, of course.

It may have been asked before, how can a company this large struggle so long?
 Is it at all true that theres a small, couple of thousand accounts affected?
 What is the plan, if its a small percent than focus on it intensely and it could be resolved efficiently.  Or is it really such a small amount of accounts effected, just enough to let them all leave acrimoniously and lock that door behind each customer?

The companies profits have declined by £130 million. Whats that, 75%?

It would be interesting to see the actual newly joined, switched accounts rather compared with inherited accounts and accounts being closed.

Probs an NDA on that too.

Something I want to add, I did finally get a response from OVO regarding thus issue. A phone call from SA. The gentleman said it could be 6 months or something, I set a reminder on my phone. I dont have that phone anymore so cant be more precise.

He mentioned its either 5 a day, that are being fully migrated, or 5 a month.
I think he just plucked those numbers out of thin air tbh but again, more cracks to peer into.

Well I am probably still banned from the web site, but I will try anyway.

After 16 months of no access to my account, and an Ombudsman decision in my favour, I moved over to Octopus, who set up my account and transferred in five days.

The Octopus Customer Support is absolutely delightful and couldn’t be more helpful. What a wonderful change.

I am now waiting for OVO to refund my considerable account balance, 7 weeks and waiting. And there is the bounced cheque for £60 still not refunded.

Just a word of advice.

Forum Bans apply to the user, not just the account. If you are permanently Forum Banned on one account, you are permanently Forum Banned on ALL accounts, including future ones you create.

Hey @Hadders53,

I’m sorry you’ve had such a negative experience.

You can find out about our full complaint procedure here. 

Here is a link to our forum terms & conditions:

Hope this helps.