When will I get access to my online account?

I have had this problem due to been on old billing system since March 2023

was about to pull the plug on Monday and join octopus on my day off but Sunday morning had a email from ovo to please create your account so create a account and low and behold now have on line billing and the thing I really wanted charge any time for my ev charger lower rates works a treat so looks like they are putting people on old system onto the new platform

I never did hear back, gave OVO over 2 years with same excuses recycled weekly, moved to Octopus in January, seamless move very good comms from Octopus and now paying sane running an EV and well in credit . Hope OVO resolve this without losing most of their most loyal accounts ,  a very sad situation self inflicted by OVO then dealt with so badly 

Nice! Glad to hear it @garystokey !

I guess it’s fair to say sorry about it taking so long. It’s possible that whatever was blocking your account from migrating got resolved and allowed the migration to run.

Your account is probably still on the old system too, but I would imagine that’s mostly just as an archive while OVO finishes moving everything over - you should see your old bills show up again within a few weeks if they haven’t already.

Any problems, let Support know!

I really don’t get this at all. Sending people into space, visiting the Titanic, rectifying Crowdspace glitches in software, electing a new government, yet we seem not to be able to migrate accounts from one platform to another. If there is anyone out there that can explain to the subscribers to this OVO forum exactly , no, exactly what the issue is i might be in a better place. Two years or more to establish a new on line account access path. The IT dept is sorely lacking somewhere.

Hi @3Phasesupplies,

I’m sorry to hear this and I understand your frustration.

Unfortunately the migration from our old system to the new one is taking longer than we had hoped due to some unforeseen circumstances, which have now been resolved. We’re hoping to have all accounts migrated as soon as possible.

We’ll update all relevant topics as soon as we have an update.

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

I’m relieved to hear this @garystokey. I’m sorry it’s been such a frustrating journey but I’m glad you’re now able to benefit from Charge Anytime 😊

Total joke this.

I’ve been moved over from apollo to oirion about 3 years ago.

Shambles

Cant log in, cant find the websitie to either. I log in and it says your on payg and gives me a random account number.

Was told about a year ago they are migrating 5 members a day, just 5500 in 3 years.

terrible company constantly hit with fines. scrubbing their firums of any criticism too.

As we’ve said before, something like 99% of customers who were on Apollo have already been migrated to Orion - almost all of them were done during the primary automated migration phase. The few that remain are being done manually because either the automation choked on them, or because Orion wasn’t ready at the time. During the peak of the process, thousands of accounts were moved every week.

It’s been a few years since adding new accounts to Apollo was discontinued. What’s left are the accounts that take longer - because they need to be manually fixed first.

Being critical of OVO is allowed here, provided it follows the House Rules just like everything else. If they’re broken, that infraction is what causes a takedown, whether critical or otherwise.

Sorry mate, are you threatening me?

The criticism is rampant and already public knowledge, million and millions in fines over multiple years for the same problem is appalling. This isnt OVOs first rodeo with failing to give customers access to accounts.

I'd link to the OFsted reports but no doubt Id get banned. Highest comp fine out of the 18 companies for charging errors. Thats a fact not criticism.

A company charging you but you cant view your account and theyre well known for overcharging, not giving it back, 2nd lowest for customer service needs to address the situation

99% of 4million customers leaves 40k or so stuck.

In 3 years at 5 a day thats 5.5k

They were migrating 122k SSE customers a week when they absorbes SSE...

How can this have happened? How can the manual change over take so long? It will take them 26 years at that rate lmao.

In favt its worse.

Ovo have 4 mill customers, Boost didnt.

So the 1% of boost customers would be less than 4k neeed to be switched.

Its been at least 2 years since the switches started.

5 a day should mean they have finished migrating them all.

Can I have access ro my account then? Im part of the 1%