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MarkS1
Rank 2
December 30, 2023
Solved

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
    F
    Newcomer
    Frustrated and irate
    Newcomer
    January 11, 2024

    I am now an octopus customer and really can’t believe  I have allowed OVO to treat me like such a fool

    Me too: also now an octopus customer. OVO may be happy to get rid of us.

    I will put in at least one complaint eventually. Right now I’m worrying about how long it will take OVO to close my account and refund my hefty credit balance. Any ideas about that?

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 11, 2024

      Six weeks is the normal timeframe.

      However, as you’ve left the only complaints you can raise now are those related to the account closure and final refund process - everything else will be rejected as not actionable.

      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!
      F
      Newcomer
      Frustrated and irate
      Newcomer
      January 11, 2024

      The new holding page:

      “We will update the old holding page by the end of 2024”

      (This will mean something to all of us who have no access to our accounts)

       

      Thanks for that info @Hadders52. It’s quite significant because it’s the first update from OVO in about 9 months.

      F
      Newcomer
      Frustrated and irate
      Newcomer
      January 11, 2024

      Six weeks is the normal timeframe.

      However, as you’ve left the only complaints you can raise now are those related to the account closure and final refund process - everything else will be rejected as not actionable.

      That’s OK. I wasn’t planning to complain to OVO anyway because it would be like communicating with a brick wall. I will complain elsewhere.

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      January 11, 2024

      I am now an octopus customer and really can’t believe  I have allowed OVO to treat me like such a fool

      Me too: also now an octopus customer. OVO may be happy to get rid of us.

      I will put in at least one complaint eventually. Right now I’m worrying about how long it will take OVO to close my account and refund my hefty credit balance. Any ideas about that?

      The law is 6 weeks to issue a final bill. If the bill is late you are normally entitled to £30 compensation. If the compensation isn't paid within 10 working days of the event you are normally entitled to another £30  compensation 

      The refund should be within 10 working days of the final bill. Again under the law you are entitled to £30 if it is late, and another £30 if the penalty is not paid within 10 working days of the event.

      Worth putting a review on Trustpilot if you haven't already 

      https://uk.trustpilot.com/review/www.ovoenergy.com

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        January 11, 2024

        The new holding page:

        “We will update the old holding page by the end of 2024”

        (This will mean something to all of us who have no access to our accounts)

         

        Thanks for that info @Hadders52. It’s quite significant because it’s the first update from OVO in about 9 months.

        Worth putting a review on Trustpilot if you haven't already 

        https://uk.trustpilot.com/review/www.ovoenergy.com

          H
          Rank 2
          Hadders52
          Rank 2
          January 11, 2024

          I was actually being sarcastic, but I see this afternoon the holding page has actually been updated. !!!!!

          M
          Rank 2
          MarkS1Author
          Rank 2
          January 14, 2024

          OVO have finally changed the message when customers on the suspended Apollo platform try and log in.

          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.

          I remain sceptical that OVO are actually; ‘..working on fixing things...’ but if I am wrong then Raman Bhati, CEO, should issue a statement setting out what is being done and commit to a date when online access will be restored.

            Josh Haigh
            Newcomer
            Josh Haigh
            Newcomer
            January 14, 2024

            They are not working on a new website at all. They are SUPPOSED to be transferring us to the system that has been up and running for a while now where all the other suppliers customers were transferred to. My mother was one of these and she had access as soon as she was transferred to OVO. It is, according to Blastoise, just the remaining 1000 that they are struggling with. Nearly a year now so that would be 3 a day, surely not that difficult.

              Blastoise186
              Super User
              Blastoise186Super User
              Super User
              January 14, 2024

              The new website already exists - it runs on the Orion billing platform that you’re being moved to. It’s more a case that your accounts can’t be moved to it yet for reasons that are likely complex.

              I meet with some of my OVO contacts roughly once a month and the next one is coming soon. I might be able to find out more then, but I can’t promise whether I’ll learn anything and/or if it can be made public or not.

              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!
                Show more replies
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                OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

                OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

                OVO (S) Gas Limited is part of OVO Group Ltd