Thanks Blastoise186. The person who CAN and SHOULD communicate with customers on the Apollo platform is Raman Bhati, CEO of OVO.

Only one forum member has ever been granted the privilege of meeting the CEO. You might think that’d be me, but alas… It was not. That member no longer comes here and has been granted anonymity these days but they were granted that privilege for very special reasons.

It is possible that privilege might be extended to myself someday, but even if it doesn’t I don’t mind. To be completely honest, I’m not even sure what I’d talk about with him!

As far as I’m aware, meeting the CEO is a privilege that’s only granted to forum members under very, very special circumstances. Those circumstances appear to be a closely guarded secret and are one of the only things - or possibly even the only thing - I don’t know about this forum.

We have already said how to reach his team. If you really want to reach him, step this way and if you manage to convince his team, it might (or might not) reach his desk. Whether it does or not however, is something that’s beyond my control.

I’ve just received an email from OVO about ways to save energy which contains a link to My Account, which of course does not work for me because my account has still not been migrated to the new system.

Like all the recorded messages I hear when I call telling me how easy it is to do X Y and Z by logging into my account, it really rubs salt in the wound to receive an email that is another reminder that I am still one of the people who can’t see my account after more than a year. What is the latest update on when this will be resolved?

OVO will reach out to you directly when there’s an update regarding that. There’s not much else that can be said right now.

I have been with OVO almost from their beginning when they used to be really good and different to all other energy suppliers. Now, I haven’t been able to access an app or functioning website for over a year. I went through a period of a year when I didn’t even receive a bill though I was still paying my direct debit. Couldn’t get any sensible answers about why not because I was able to calculate my usage without a problem. I see other users on the forum referring to apps but mine no longer functions because they are building a new one?? It seems that having absorbed so many new customers from other failed business they have forgotten their original loyal customers. Pity.

Something’s not right here. The ‘new’ system has been up and running for several years now, and existing OVO customers should have been automatically moved on to it years ago. The problems you’ve read about are almost all migrants from other suppliers, notably SSE, so they shouldn’t affect you.

What happens when you try to visit account.ovoenergy.com on a computer? Use a private browser window to avoid interference from earlier attempts. Screenshots would help us understand your situation. 

• Do you have an account number? It’s on your bill. 
• Has the email address you use for your energy account changed since you first joined OVO?
• Do you have a MyOVO ID (probably an eight-digit number)?

This is what I see when I log in. It’s been like that for the last year.

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.

Thank you. This is a new one for me, and I’ll be asking around to find out what’s going on.

Ok, as promised I wanted to swing back and update those watching this thread.

I have now been told pretty much the exact reason why the legacy Apollo billing system was shut down and why your accounts weren’t able to finish migrating over to Orion first - OVO would have finished the migration first and then switched Apollo off afterwards if they were able to, but alas, circumstances prevented that plan from working out. And it’s a reason that I actually ultimately agree with - and chances are Ofgem probably would too.

However, I’m sorry to inform you that the exact reason can’t be made public and has been placed under the NDA rules that all Forum Volunteers agree to as part of being granted extended forum rights.

What I am allowed to tell you however - partly because this is already public anyway - is that OVO will be in touch when they’re ready to restore your online services. Please be advised that the mobile app will still be the same one, but it may require an update and the next login could take longer than usual as the app will need to refresh itself first. You also won’t be able to use the My OVO ID anymore - it’d be email/password from that point onwards.

Either myself, one of the other Forum Volunteers or (most likely) a Forum Moderator will make an announcement post on the OVO Forum as soon as we’ve had confirmation that the Apollo to Orion Migration and re-activation of online services is completed, once OVO is happy for that to go public.

I suspect you will be making your announcement in September (from what MarkS1 was told) to absolutely no one as we will have all left OVO by then. It takes between 7 to 21 days to change suppliers so we could have changed for 1 year then come back to OVO and it would still have been 6 months faster than our current situation. OVO should have just set up new accounts for the remaining 1000. It would also probably take just 5 minutes to send an apology email to the 1000 and a quick monthly update too. 

A quick public relations tip too. Don’t tell angry customers that you know what the problem is but you can’t tell them, that just makes it worse.