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New self-service reward - what's changing?


What constitutes 'an emergency' in sending emails under the new self-serve rules?

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Best answer by Darran_OVO 20 September 2018, 10:28

Updated 16/07/2019
 

 

Hi @Peterlynn

All the information you need is on this page here:

https://www.ovoenergy.com/help/self-service-reward

There is a link to the terms and conditions around what to do in an emergency.

The changes to the self service reward come into effect on 1st October. More details on the Self Service Reward here.

Hope this helps.

Darran

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214 replies

Userlevel 6

All the details are in the answer I link you to before, @Derek Higgs

Thanks!

Userlevel 2

My direct debit went in arrears last bill.I have now increased it do I still qualify for SER that month.

Userlevel 6
Hi @Peterlynn

All the information you need is on this page here:

https://www.ovoenergy.com/help/self-service-reward

There is a link to the terms and conditions around what to do in an emergency.

The changes to the self service reward come into effect on 1st October.

Hope this helps.

Darran

**Updated 16/07/2019**

More details on the Self Service Reward here.


Welcome to the forum, @Derek Higgs, I've moved your post here, you'll find plenty of handy info. Check out the best answer above!
Userlevel 2
Do I lose my self se.revive reward if I contact VOL by E, Mail. Derek Higgs.
Userlevel 6
Hey @Martin Ward,

The information we would need to check this over is very account specific, I'd recommend giving our team a call.

You can reach our team on: 0330 303 5063 Our opening hours are 8am-6pm Monday to Friday.

Hope this helps!
I have never seen any rewards on my statements. I have been with OVO 5 years
Userlevel 6
You'll find all the info you need above, @Martin Ward, hope this helps!
I have never seen any discount shown on my statements, where do I find out if I have been awarded any?
Userlevel 6

Hi @samread,

I think Amy was referring to the thread as a whole, where a lot of Forum users have been discussing the SSR and it's terms and conditions at length. If you can't work our why some of your SSR is missing, it might be worth getting in touch with Customer Services and they'll be able to look into your account specifically. You can give us a ring (0330 303 5063),or send us a message on Facebook with your account number, full name and DoB.

Thanks

Sorry, Amy, but what "above" are you suggesting that will cover the answer to my question?
Userlevel 6

I've moved your post here, @samread, the above will cover all the info you need regarding the Self Service Reward.

If you can't find the answer you need, let us know - just send us a message on Facebook or Twitter with your full name, DoB and account number. You can also use the Help Centre that has online chat!


Thanks!

I thought I knew how the SSD worked and that I had complied with the terms but found that I had lost nearly half of it over the last 12 month period. Why?
Userlevel 6

This should've been mentioned when you arranged the appointment, @Is_it_just_me, so I'm sorry this wasn't done.

You may not have lost your SSR becasue of this, we'd be happy to check for you - just send us a message on Facebook or Twitter with your full name, DoB and account number. If you don't use social media, you can speak with the team on our online chat at the Help Centre. Don't worry you won't be at risk of losing it if you contact us.

If the SSR isn't going to be paid in the next quarter, you can appeal the decision.

It would be a shame for you to switch away because of this, we're more than happy to help with this!

Thanks for your reply Emily.

No it wasn't explained to me that billing could be delayed. So OVO not following their own process in explaining things, and my concern to make sure everything is set up correctly has cost me £15.

Feeling a little unloved to be honest.

Maybe it is time for us to go our separate ways.
Userlevel 1
I had a smart meter installed at the beginning of February. My next statement was several days late appearing online. I thought that the meter change may have caused a problem with the account so I emailed customer services to check.

Bingo, there went my self service reward up in smoke.

Does anybody think this is worth challenging, as a faulty challenge could blow my award for the next quarter too.

Views appreciated.
Thank you.


Hey @Is_it_just_me,

When you have a new smart meter installed we need to carry out a few admin processes and set up communication with your meters so we can exchange information with it. As a result it may be up to 6 weeks before you receive your first statement relating to your new smart meters, this should've been explained to you if you made this booking arrangement over the phone.

You can also find details about this here, because the information is available on our website, this would've been the reason for you loosing your Self Service Reward (SSR).

One of the conditions of the Self Service rewards is that we submit our readings online at least every three months. I have a smart meter which sends readings automatically. Does that mean that I am ineligible for self service rewards since my meter readings are not submitted online?

I've moved your query here, @Claire Skrine, this has everything you need to know about our SSR.

You'll still get the SSR with smart meters, we'll just receive the readings automatically rather than you submitting them.l
One of the conditions of the Self Service rewards is that we submit our readings online at least every three months. I have a smart meter which sends readings automatically. Does that mean that I am ineligible for self service rewards since my meter readings are not submitted online?
I had a smart meter installed at the beginning of February. My next statement was several days late appearing online. I thought that the meter change may have caused a problem with the account so I emailed customer services to check.

Bingo, there went my self service reward up in smoke.

Does anybody think this is worth challenging, as a faulty challenge could blow my award for the next quarter too.

Views appreciated.
Thank you.
Thank you Nancy_OVO It's not very clear that is how it;s worked out, so thank you for the explanation x
Userlevel 6
Hi @Paul5,

The whole bill is subject to VAT. All costs are shown first without 5% VAT, and then after with this added on.

If you can't find the answer to your query on your online account, on the Forum, or in our FAQ, you're more than welcome to get in touch with us without risking losing your Self Service Reward.


Hey @LOZ77,

I've moved your post onto this topic about the Self Service Reward. As per my previous comment above ☝🏼the amount will be shown without VAT to begin with, and then 5% VAT is applied to the bill as a whole. Rest assured you'll be credited with the full £15 overall.

Cheers!
I've been with OVO since December 2018 and always submitted my meter readings on the exact day each month as specified.

I've checked my statement for April 2019 and it shows the Self Service reward on there, but they've only credited my account £14.29.

I thought it was £7.50 per fuel, so I make that £15.00?

Why is it not the full £15.00?
Userlevel 6

I'd like to make an enquiry with regards to how to update my billing address information. It seems i can't do it via the website or app, and contacting OVO might make me lose my self service reward.

But i'd like to update my contact address/billing address to reflect my new address which i have moved into and presently living at. OVO has my previous address and that's what is shown on my welcome email and illustrative statement.


You wouldn't lose your self service reward because of this, @slimboi, as this isn't something you can do online yourself.

However if you're now living in your new home, your account will need to be closed - we won't be able to just change the billing address. To close your account head to My OVO or fill in this form.

Do we supply your new home? If we do, you can use the same form to open your new account. If we don't, you'll need to sign up here. You'll need to let the current supplier know that you've moved in, they may block the switch if they don't have an account.
Hello,

I'd like to make an enquiry with regards to how to update my billing address information. It seems i can't do it via the website or app, and contacting OVO might make me lose my self service reward.

But i'd like to update my contact address/billing address to reflect my new address which i have moved into and presently living at. OVO has my previous address and that's what is shown on my welcome email and illustrative statement.

Ola
Userlevel 4
@Nancy_OVO

Ok, much appreciated. I did phone but after being put on hold for quite sometime I was told they would need to look into why this keeps happening and then get back to me.

Presumably another gremlin in the system perhaps?
Userlevel 6
Hi @Slinky - No you won't be penalised. You wouldn't be able to find the answer to an account specific question like this online so it's fine to ring.

We don't rely on Social Media per se. We've always had a large Customer Services team to help on the phone or via email. Sometimes people prefer to use Facebook or Twitter to get in touch with us, and if they do that then we've also got a team of people on hand to assist.
Userlevel 4
@Nancy_OVO

Thank you for moving my post, unfortunately I don't use Facebook. Will I be penalised if I phone to discuss the matter? I've read a number of posts where people lose their SSR for doing that. OVO really should provide a better route of communication rather than relying on social media, it's hardly customer friendly when you're having issues.

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