When will I get access to my online account?

Q1 2024 is the current target, and one that I suspect will be met now that some other massive projects have been completed.

It’s becoming an absolute joke now.

None of the other big energy companies would be so passive in such an obviously flagging area of their day to day operations. I imagine it must be costing them more in phone calls/manual processing etc which makes it even more bizarre. Customer service operatives sound disinterested and abrupt when you mention the subject to them. Having to ring up for a bill (they don’t send them monthly) and being cut off during meter reading submission is always a favourite past time. 
 

I have a three phase meter, giving readings manually and via the chat and met with the same automated emails of Ovo being unable to process my meter readings and threatening to send operatives around to manually read the meter. This is despite the fact someone physically confirms they have processed your readings. 

I’ll give it until the end of January for the app to return and if not, I’ll be switching promptly. The next bit of fun I suspect I’ll get is having to retrieve the considerable amount of money I am in credit with them. 

Except maybe… British Gas? Who completely screwed up their migration to the new system and had to roll back, which affected 6k business customers.

And that’s before you count their domestic one - that hit even more customers.

Noted.

But 9+ months to be unable to perform some pretty basic functions is ridiculous. I feel like I’ve gone back 15 years in time.

It would be more tolerable if Ovo actually stuck to its statements on the migration update page - sending monthly statements, keep people better informed etc. I’ve done nothing but do all the chasing around with anything to do with my account. 

Kind of typical of OVO customer service, no email to tell us of the new deadline and the website still says end of 2023.

Who is in charge of Customer Success at this company?

We know who that person is, but that’s not someone you can talk to. See https://ovoenergy.com/feedback .

We’ve raised this internally @Denis543, I appreciate how frustrating this must be. 

Update TODAY from Laura- Ann on the OVO Trust Pilot Team - which means that OVO keep fobbing us off with dates to restore our on-line access but they DON’T HAVE A DATE!!

***UPDATE***

Thank you for providing those details, Mark.

I can understand not having access to your online account is frustrating.

I've contacted the team responsible for this for an update. We are experiencing some technical issues moving your account from our original billing system to our new one.

Until your account has been moved, you will not be able to access your online account. We don't have a timeframe for this at the moment unfortunately, I'm sorry you have been told it should be by the end of Q1, but we will be in touch as soon as you are able to get logged in.

I'm sorry for any inconvenience this has caused, if you'd like to discuss this further please contact the team using your preferred contact method in our Help Centre here: https://www.ovoenergy.com/help

Thanks,
Laura-Ann

👍 That’s also what I was told on Tuesday (2/1/24):

That’s an interesting case:

“Ofgem welcomes suppliers investing in new systems and recognises that this can be challenging. However the £9.5 million payment also sends a strong reminder to all energy companies that they must treat consumers fairly at all times, including while new systems are put in place.”

OVO obviously didn’t get that message because some customers (us) are being treated worse than others (in this respect).