When will I get access to my online account?

Rang Ovo today to submit meter readings again.. I think it’s two years waiting now for this changeover? Lost track of time. Queried again with the operator who said it may be back online in a matter of weeks? 
 

It was also mentioned I would be compensated 50% of the months I have been unable to submit online? Is this true? I certainly think Ovo should be redressing customers with this farce so it would be welcome. I have had no communications or heard anything about it though. Has anyone else heard such a thing?

This response was left by a Forum Volunteer - it should not be treated as an official response from OVO.

Just a heads up that this week probably isn’t an amazing one to be calling OVO about this. We recommend folks hold back a bit to allow the teams to deal with the increased call volumes from “Meter Reading Day”.

Thanks for your understanding

Blastoise186

That doesn’t sound like anything that’s been said publicly - I certainly can’t find any reference to it. My only guess is that maybe one specific customer might have had such an offer for some reason, but there’s nothing I’ve found that suggests everyone will get it.

Doesn’t mean it won’t happen - just don’t rely on it being a thing.

Hi @SLloyd,

I’m really sorry about this. I completely understand your frustration. Hopefully this will finally be resolved soon.

This isn’t something that I’ve heard about either. Do you mind letting me know where you heard this so I can double check this for you?

It's been remarked on previously that we don't hear of peoples experience when their account is migrated. Not sure if that's still true. But I can tell you I am now up and running on the new system. It's been around 18 months and a lot of frustration to get here, I had actually started looking at alternative suppliers.

Anyway my account got sorted back end of September and I gave it till I saw my first bill before commenting. Once it happened all went smoothly, all expected features seemed to work and I was able to sign up for power move, which with the way I use electricity should be very useful. 

Basically I retained my old account number, address bank details and DD were transferred. Otherwise it's essentially a new customer account starting at the beginning of September. So usage history over the last few years is no longer available. A minor irritation as I do like to compare year on year trends. The DD recommendations is not yet functional as the system needs 8 weeks of readings before being able to calculate them. It will be interesting to see if it's more accurate than previous. Other than that all seems well.

It's been remarked on previously that we don't hear of peoples experience when their account is migrated. Not sure if that's still true. But I can tell you I am now up and running on the new system. It's been around 18 months and a lot of frustration to get here, I had actually started looking at alternative suppliers.

That was me. Now I see there are suddenly several people who have been migrated in the last few days. I hope it was worth waiting for! I gave up waiting in January and wish I had done so much sooner.

I thought i would check back end of September just in case I could submit my readings and finally back online. No message to say so which just shows they don’t care about their customers who have been waiting for 18 months. However, the system would NOT accept my readings so I still had to phone up and wait 45 minutes to be connected. And NO usage history.

So my refreshed opinion of OVO, still does not work and no customer service. Will be moving when my account is showing correct readings, it’s still not showing the phoned in readings after 7 days. USELESS

I can now access my online account but it just contains garbage, like billing info as recent as 2022. Useless!!

@jvendplunger @Josh Haigh be patient. I suspect the new system is still being hydrated with your account data - this will take some time. It’s not just your online access that was migrated but your entire OVO account and there’s a lot of data to shift.

I suspect the messages will go out once OVO is sufficiently confident that the migration is done. It’s much better to soft-launch this stuff first after all and I think you may have jumped the gun a little bit.

Try giving it another week - that’s historically done the trick.

As for the slow customer service, that’ll be because of a certain Mr Martin Lewis causing millions of energy customers to smash up the phone lines of every energy supplier over the last week. Try again in a few days and it should be calmer (and faster!).

I have also finally after over 18 months waiting been migrated about 2 weeks ago been able to sign up for beyond and the one thing I was desperate to get is the ev chargjng CHARGE ANY TIME which all looks to be working correct. All meter readings look to be working correct managed to change my plan/ rates today and changed my direct debit all via the online app. So just waiting for the bills to level out in a month or do at next billing. So for any one waiting looks worth the wait the app is a 100% step up from the old one