The Library (archive)

An archive of older conversation topics. Pop here for reference, history, or just a nose around

  • 177 Topic threads
  • 1,846 Comments

177 Topic threads

BrenJ
Carbon Cutter*****
BrenJCarbon Cutter*****
posted in The Library (archive)

Wholesale energy and the ‘futures market’ - Gambling?

I believe energy companies buy supplies from a ‘futures market’ in the hope that they can buy in bulk for a cheaper price. I’m not familiar with this type of dealing but I believe it is close to gambling and sometimes there is a gain and what seems like the present situation there is a substantial loss. In my situation and the general public, I do not see why I should and others should be liable for bad investments; after all the stakeholders still received massive interest bonuses. 

1
BPLightlog
Plan Zero Hero
27 days ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
posted in The Library (archive)

Testing possible forum bug - please ignore this thread

There’s a possible forum bug that I’ve caught onto. I’m currently testing it with inSided so please ignore this thread for now - it’s the easiest way to test it out!Also, please only post in this thread if I ask you to. To get this bug snagged, I need to know exactly when people post, so I have to ask that people don’t post in it randomly. Feel free to use the forum normally otherwise!

13
Blastoise186
Plan Zero Hero
28 days ago
Primary Pro
Carbon Cutter***
Primary ProCarbon Cutter***
posted in The Library (archive)

Frozen pipes to my boiler. Any advice?

 how many have had a probelm with frozen pipes to your boiler the exsternal one that take the condensate water from your boiler to the drain 

1
H
Carbon Cutter**
29 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in The Library (archive)

How to get support and advice this festive periodNews

Updated on 12/12/22 by Emmanuelle_OVOOpening hours and online support As we approach the holiday season, I want to make sure you have all the info to hand for any questions that might crop up between now and the new year.  When are our Support teams open? Our usual Support team opening hours are 08:00-18:00, Monday to Friday. See the available call and web chat options here. We’re closed on the 23rd, 24th, 25th, 26th and 27th of December for phone and web chat. See online help options below. We’re open for calls and webchat on the 28th, 29th, and 30th. On the 31st December, the 1st and 2nd of January, our Support team is closed. See online help options below. From the 3rd, we’re back to our usual opening times.  What do I do if I have an emergency when you’re closed? See our guide on emergencies for what to do with gas emergencies, carbon monoxide, power cuts, and prepayment emergencies, here. How can I get other help online? Your online account can get you most places. Log in here, to

5255
Emmanuelle_OVO
Community Moderator
1 month ago
O
Carbon Cutter***
OrsonCCarbon Cutter***
Posted in The Library (archive)

How can I escalate my billing complaint? I've raised the issues to the Support Team and things still aren't fixed!

I’ve been with OVO for years. Something went wrong with the billing when I renewed my plan last year. Smart meter readings were not being reflected in the statements. When I called, they confirmed that the problem was OVO’s end - they were getting regular readings from my meter. They said they’d get it fixed.The next day,  I also got an email about a new direct debit mandate and I had to reset my password to log in on the app. When I  logged in, I discovered my statements were gone, and it said I needed to read the meter. There was nothing about my (working) smart meter. (I’ve included a pic of my statement history which is, um, missing the statements….)I called. The person I spoke to said it would take about 10 working days to fix. Needless to say, it wasn’t fixed and there was no communication from OVO.I called yet again. I was told that they needed to fix my account having moved it to a different billing platform and that they would call me the next day with an update.No one called.

33
O
Carbon Cutter*
3 months ago
W
New Member***
Western Power DistributionNew Member***
Posted in The Library (archive)

Pre-payment Meter top-up problem (now solved and archived)

There seems to be a widespread issue preventing customers topping up their pre-payment meters (Sat 10 Sep 22).  Is there any information available about this problem?  Are OVO taking action to resolve the issue?  An increasing and becoming a significant number of OVO customers are losing their supply because they cannot top-up their meter.

17
Blastoise186
Plan Zero Hero
3 months ago
A
Carbon Cutter****
aviatormjaCarbon Cutter****
Posted in The Library (archive)

Why wasn't I able to connect to an agent on webchat? I need to discuss my Direct Debit!

this is a 2-fold complaint/question;1. my DD amount.  I received a bill worked out on 24.04.2022 saying I was £108 in debit.  However, had you worked this out on 25.04.2022 and received my due DD of £110, my account would be in credit.   On this basis you have seen fit, against current gov advice or so I’m led to believe, to raise my regular DD payment and I do not agree with the way this has been done.  I would like this DD amount reverted back as my payments directly relate to my usage and has done for years with SSE.2. I tried discussing this on your webchat function this morning, 06.05.2022.  After being passed on to 'someone more appropriate' twice, I am still awaiting a response form the operative who appears to have just disappeared without a single word.  Have now been waiting over an hour and counting.   I find this disgusting customer service.Since the switch from SSE to OVO the customer service side has been nothing short of second rate every single time.Has anyone else been

22
M
Carbon Cutter*
4 months ago
D
Carbon Cutter*
Desperate sse customerCarbon Cutter*
Posted in The Library (archive)

SSE have sent a Bailiff to my home- They've never contacted me to say I owe money?

I’m a current SSE customer who was only recently informed by them a few weeks ago SSE that an upcoming migration to ovo was to happen but the letter also stated I was also free to leave and go with a different supplier if I wasn’t happy to be moved to ovo. I am currently over 700 pounds in credit with SSE and I had moved to a direct debit from standing order account back in March 2022. I arranged the direct debit with SSE because I had opened what looked like marketing information from Ovo but found a demand from the saying they had not received by bill pay to and would be taking me court if I didn’t pay. However, knowing that Ovo is SSE’ s parent company I phoned SSE to ask if my standing order payments weren’t coming through ( they were showing on my bank statements as paid)- they said it was because Ovo was going  to close that account and I should pay SSE through direct debit instead- so went through that process ( It actually turned out cheaper than what I was currently paying)and

12
Blastoise186
Plan Zero Hero
3 months ago
R
Carbon Cutter*
reptophileCarbon Cutter*
Posted in The Library (archive)

How to change bank details on the new online account?

I see the myOVO part of the website has been updated, but the help pages have not been updated to reflect this.I see there is no longer a way to change direct debit bank details.I see that if I click the leave feedback link at the top, then click the leave feedback button at the bottom of the next page, nothing happens.My question is: Should the website have been released to the customers in a half completed state?

8
L
New Member*
4 months ago
A
New Member**
auntysassyNew Member**
posted in The Library (archive)

Anyone else had issues agreeing a Direct Debit amount that stays in place via OVO Customer Services?

Marched - Moved against our will to OVO from SSE and put on a ridiculously high DD.  When reduction requested, told by OVO that credit had to be at least 1 month’s DD at all times - lie number 1. End of May, finally got OVO to agree to a reduced DD - was actually offered a lower one but both sides agreed on a monthly figure  - confirmation email received following day.  Following week, OVO send an email stating that the DD is too low and has to be increased from 1st July.  Emailed back same day saying DD will remain as is and referring them back to telephone call.Yesterday, get a response from OVO agreeing DD will remain as is and 3 month exemption from review has been placed on account.Today get an email from OVO stating DD has been amended AS WE DIDN’T GET BACK TO THEM, and it has actually been increased to a higher amount than they stated it would.Cancelled DD.  Am currently writing a complaint asking for a full explanation, a full apology and compensation for their complete lack of

16
M
Carbon Catcher**
4 months ago
F
Carbon Cutter****
falkirk81Carbon Cutter****
Posted in The Library (archive)

Why am I no longer able to login to the Ovo app? It just refers me to the website...

Recently, I am unable to log into my Ovo app, even with the correct details.It shows the following screen, If I login online  through the website, there are no issues. There are no updates to the app on the apple App Store. I can successfully log in to the app to manage my parents Ovo account, so I know there are no issues with the app. Anyone got any ideas? App v13.0.2-4829. Many thanks!

7
M
Carbon Cutter**
5 months ago
N
New Member**
NMYRKHAPPYNew Member**
Posted in The Library (archive)

Why have we seen a huge increase in our gas usage - Is it a faulty meter?

Hi everyone, Really hoping someone here can help.Our usage was steady and normal for 2017, 2018 and 2019. Then in 2020 our direct debits kept going up and up, so I took a look at our kWh usage and Gas usage was EIGHT TIMES MORE THAN IT HAD BEEN, then that figure DOUBLED in 2021! I contacted OVO on numerous occasions about this for nearly two years by email, by phone and through social media; customer service is terrible. We did the tests suggested, all negative, so today we had our old gas meter taken away for professional testing.we are two people, 1 cat, in a semi detached house. Our combi boiler is relatively new and serviced every year. Our radiators are old but have been checked and are ok. We have a gas hob. Nothing has changed in our usage, and the engineer just told me he doesn’t think they’ll find anything wrong with the meter he’s taken away.What’s going on? We’re completely baffled and very stressed about the whole situation, and all OVO say is we must be using the energy….T

3
S
New Member*
5 months ago
C
New Member***
charlottehNew Member***
posted in The Library (archive)

Switching back from Boost to Ovo

Has anyone actually managed to do this ?Constantly going around in circles with Boost and getting nowhere.Any help would be appreciated.

1
Tim_OVO
Community Manager
5 months ago
D
New Member*
DavidnpaulaNew Member*
Posted in The Library (archive)

Still awaiting a Welcome pack and bill months after moving into property - now chased for a debt on the account?

We moved into property at end March, Ovo was supplier for previous owner so we contacted them to set up an account. Numerous phone calls to give relevant information fo new account owners. We received a bill addressed to the occupier in May for £85 - contacted Ovo and told not to pay anything until we receive a Welcome Pack in our name within 17days. 17 days later still no Welcome pack or bill but a letter from the collection department addressed to us for £206 - phone call to department resulting in a woman telling us to pay the bill as it has our name on it! Left frustrated and uncertain what action to take.

3
Jess_OVO
Community Moderator
7 months ago
A
New Member*
alearsenioNew Member*
Posted in The Library (archive)

Why have OVO sent me a bill with the wrong start date following my house move?

Hi,I moved to a new flat the 8th of April and found out I was being registered with OVO.Today I received my bills, and noticed the starting period is the 25th of March, which is wrong as my contract start the 8th of April.Is there any way to adjust this issue?Thanks in advance for the help,Alessandro

2
Jess_OVO
Community Moderator
8 months ago
H
New Member*
HowkflakegirlNew Member*
Posted in The Library (archive)

Just moved house - Can I cancel my switch back to OVO and stay on a variable plan with the existing supplier?

I think I may have done something a bit silly. Me and my partner are renting a new flat and got a letter through the post from Octopus (who I assume were the previous tenant's electric company) titled 'To the new occupier.' I clicked on the link and put in the code on the letter and it came up with a price of £268 per month as the cheapest price, on a fixed price contract. Thinking that was too much, I looked at OVO's prices and found one for £153 per month as a fixed price contract so signed up to that instead. However, the cost per unit of electricity is higher than the price cap, although the standing charge is the same. From my understanding, instead of signing up with the fixed price Octopus tariff, I should have just let them keep sending letters through the post, which would have been calculated at the price cap. The letter from Octopus wasn't very clear and made it seem like you had to sign up to a fixed price tariff but I likely should have researched it more.We're still well

4
Jess_OVO
Community Moderator
8 months ago
D
Carbon Cutter*
Deepheat81Carbon Cutter*
Posted in The Library (archive)

Why are my online usage graphs showing a jump in my usage with a traditional meter?

In a 3 bedroom, 3 person shared house we have always  averaged approx 500 units of electricity use a month.  As you can see in the below charts, this has been the case for every month in the last two years bar June, July, August where it somehow quadroupled.   This added over £1k to my bill.   I've reached out to OVO several times and even lodged a complaint but have no satisfactory answer or help. I was recently contacted via email to be told that after 2 years OVO think they may have incorrect meter information - I supplied them with a photograph of my meter and have heard nothing since despite my last fee months bills seemingly amended to less than half.  Could this be related? This company has been one long nightmare since I joined.    

9
A
Plan Zero Hero
9 months ago
I
New Member***
Ian PhillipsNew Member***
Posted in The Library (archive)

I've reduced my energy usage, how can I set my Direct Debit below the recommended amount?

5 days ago i had an expert into my home to adjust my energy usage SIGNIFICANTLY, what OVO are saying i will be paying for the upcoming year is based on my previous usage, as is the normal process, which i fully understand and acccept. However, that means the direct debit amount they're saying i have to pay this year is to cover a projected amount (and potential debt) that is now definetly not going to exist. My usage this year is going to be dramatically lower from the year they're going by, surely i can set my direct debit below the recommended minimum payment!? It's my debt. But as i say, it's not going to exist now anyway. My usage is now going to be much much lower than last year, so setting my direct debit below the recommended amount doesn't concern me! Am i allowed to set it below it? p.s. i am currently in a small amount of credit on my account.

1
Blastoise186
Plan Zero Hero
10 months ago
H
New Member**
hayleybubs1982New Member**
Posted in The Library (archive)

Switched to OVO months ago - Why haven't I received a bill and why can I still not access my online account?

Please help me, I moved from bulb to OVO when I first moved in to new property this was end of November, I had a welcome email saying I had migrated on 29th and the account would have supply from 17th December…. I have tried since this day to login, to no avail, online  it says ooops looks like we need to fix something and on the app it says my account is being set up! The date on the app has changed from November to 7th March!? the most annoying thing is I can’t give meter readings yet my direct debit has gone up already!   Is there away of me getting statements without account access!?  lastly I have duel electric with 2 rates is it possible to get a smart meter as I need visability of usage! I’ve had no radiators or heating on over winter, just lights Electra’s and hot water storage tank…..   and yet my 2 bed flat bill is £140 a month!!!  Please help me I’m literally losing the will! why does it take 4 months to sort!!??? This isn’t normal! 

2
Jess_OVO
Community Moderator
10 months ago
G
New Member**
GBrown47New Member**
Posted in The Library (archive)

Why are OVO Energy renewal options more expensive than those quoted by USwitch for the same plan?

I was given a renewal price quote on their 2 Year Fix and Protect from OVO Energy which gave one price using specific annual usage readings so out of interest I logged into USwitch to see what prices other Energy Providers are offering as a comparison that were being quoted using the same annual usage readings and the same plan is now being offered at over £80 per month cheaper than I am being offered by OVO Energy.  I have now updated my meter readings and the same plan that is being offered has gone up by another £12 per month from the original price quoted by OVO Energy, so it’s now over £90 per month more expensive and I just don’t understand why the same plan is so vastly different depending on what forum you use, and am very disappointed with what Is happening because it feels like I am being pushed into a much more expensive Fixed Term Plan than it should be? I was hoping to speak to customer service about this but of course the customer service centre is only open Mon to Fri an

4
Jess_OVO
Community Moderator
11 months ago
R
Carbon Cutter***
RobchCarbon Cutter***
Posted in The Library (archive)

Why am I seeing a '404 error' when trying to download my previous bills since my account has moved from SSE to OVO?

I've been trying to download my bills but all I get is an error 404 message. Has anyone else had this and solved it? Thanks

7
Jess_OVO
Community Moderator
11 months ago
J
New Member**
JayneyMLNew Member**
Posted in The Library (archive)

Do the prices on my renewal letter include the increased variable rates due in April 2022?

My renewal is 7th April (after the increase in the price cap) Does the estimate I have been sent as one of my options (to switch to the variable tariff) include the cap increase? It doesn’t seem to as the monthly estimates and unit rates/daily charge are much lower.. monthly bills £60 per month less overall than the fixed tariff. I’m guessing this is because it is based on energy costs at the present time and will increase post price cap increase?

2
J
New Member**
11 months ago
NeilG
Carbon Cutter*****
NeilGCarbon Cutter*****
Posted in The Library (archive)

Why don't the options on my renewal letter match those I can see on my online account?

Today is my final day on a fixed plan, so I have had to make a decision about what to do. It was never going to be good, bearing in mind all the chaos in the energy business at the moment, but I did not realise it would be quite so challenging…I was sent an email last Friday with 4 offers to tempt me, including a ‘Special OVO Members’ plan and another called Simpler Energy - which appears to be the variable rate. It suggested if I had questions I call a particular number, however, when I did so, I got a message to say to call back next week as it only operated during office hours.On closer inspection, the letter said the offers were also available via the PAYM gateway, but in reality, when I looked, they were different… neither of the offers mentioned above were there, however 2,  two-year fixed rate offers were - along with a Better Energy offer for 1 year. Although all three had fairly similar rates, the Better Energy deal was suggesting a monthly payment of £843, compared to £434 fo

3
NeilG
Carbon Cutter*****
11 months ago
P
Carbon Cutter****
plodderCarbon Cutter****
Posted in The Library (archive)

SMS cancelled our 3-phase meter installation appointment - How can we get a rescheduled appointment?

We have been upgraded to 3-phase supply by DNO UKPN. Work was completed on 8 October as planned, and site available by 13:30. We were notified on 4 October by Ovo that the meter installation appointment scheduled for the afternoon of 8 October would not take place but a reschedule would be agreed with us by SMS.A week has gone by since cancellation and we have heard nothing. No explanation and no new appointment.  This is not acceptable. What are you doing to get SMS to respond to us? When will we get our supply connected?

22
Blastoise186
Plan Zero Hero
11 months ago
S
Carbon Catcher**
Simon1DCarbon Catcher**
posted in The Library (archive)

Multiple accounts or Landlords account - Wrong address used on the online account 'Moving out' page - Bug Report

Updated on 27/04/22 by Jess_OVO I have more than one account (one correspondence address, more than one supply address).I am moving out of one supply address and want to close that account.The online process for Moving home can’t cope with this, and presents itself, without offering me a choice, as if I want to close the account whose supply address is the same as my correspondence address. That’s fine, kind of, because I can (and did) inform Ovo by calling the helpdesk.But it would be better if the Home page of this account (the one from which it’s been told I’m moving home) didn’t announce across the top“Thanks for letting us know you’re moving out of <my correspondence address>.”I appreciate that there aren’t so many of us multiple account holders so, please, value this bug report in the way it deserves ;-) I’ve passed this one on to the tech team who have now advised that this bug has been fixed. Still seeing an issue? Comment below so we can check back with the team.

15
Alan'sOVO
Carbon Cutter****
1 year ago
Terms & ConditionsCookie settings