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Can't access Online Account until 2023? I'm on the old billing system

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Every month we insert meter readings on the due date required. This was done this month (April) as normal. These meter readings are processed and a monthly account and statement is normally available within 1 to 3 days. Today is day 5 since the meter readings were entered on line. Today we are advised that access to the on line account information will not be available until the end of 2023. ?? Computer migration ??. Can any one advise HOW we are to give meter readings on the next due date. May 2023. There isn’t a smart meter and the data collection management (Actual Meter reader) only attends periodically even though the request is for no more than a three month reading. Can anyone advise??

 

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Best answer by Abby_OVO 4 May 2023, 16:42

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Blastoise186
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You can also call 0330 303 5063 and use that system

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Thankyou Blastoise 186. Tried this morning before posting onto the forum. I am not sure anyone was manning the phones because after 5 separate attempts and 45 minutes which i won’t ever recover, no answer and my batteries ran flat.

 Hence the posting.

 

Blastoise186
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You can also use Live Chat via https://help.ovoenergy.com but you shouldn’t need to speak to anyone to submit via phone as it’s an automated system.

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Therein lies the very problem. We cannot access the online account in order to enter meter readings. We can’t do or see anything via the normal access path.

 

Any observations would be very welcomed

https://paym.ovoenergy.com

Blastoise186
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Ahh ok. You’re on the old system still. You’ll need to speak to the Sunderland team.

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Thanks again for the reply. Is that the same number. Not sure of “Sunderland Team”.

 

Blastoise186
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It should be, but you may need to ask for a transfer once you get through.

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Just had an email saying everything is changing and the normal website is undergoing a revamp.  It also won’t be available to view usage, bills etc until the end of 2023!!!! You’re surely having a laugh - 7 months to update a website ?

Blastoise186
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Hang in there! I’ve asked for updates from OVO!

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Jeffus
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This is the message 

https://paym.ovoenergy.com/

BPLightlog
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Hi @jimgamgee1ring can you access your account here https://www.ovoenergy.com/ ?

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Firedog
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This might be more direct: account.ovoenergy.com

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA
BPLightlog
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As the posts asked about the webpage, that’s what I linked to

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J
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Thank you BPLightlog - following that link gives me back access to what I want to see.  I have my account bookmarked to my auto log in - which now directs me to paym.ovoenergy.com  if I select the home & energy tab on your link - that then takes me to what used to be my home page - sorted!  Why didn’t OVO just re-direct me?  Anyway - thanks  

BPLightlog
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Hi @3Phasesupplies following a couple of other posts it seems you might be able to get access via https://www.ovoenergy.com/ and log in there

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Blastoise186
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There probably will be a redirect eventually. Feel free to suggest one (or at least something better than now)!

https://forum.ovoenergy.com/ideas 

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Thanks again for the advise. This takes me via another linked route to https://paym.ovoenergy.com.

 

Exactly the same place.

Blastoise186
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The forum moderators have asked for an update from internal teams. We’ll let you know if/when they get one back

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BPLightlog
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Thanks again for the advise. This takes me via another linked route to https://paym.ovoenergy.com.

 

Exactly the same place.

A few others had been able to access, I thought you might have too. 

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Emmanuelle_OVO
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Hey @jimgamgee1ring,

 

Please can you upload a screenshot of the email you have received if possible? it sounds like it’s not reading very well. 

 

I can then raise this internally. Please don’t include any personal account details in the screenshot. 

Renewable Energy? Big Fan.
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Can i suggest that the Magic Roundabout does exist. Dylan was a sometimes stoned rabbit. In any event he was a bit out there on another planet. Does that remind anyone of what's going on here. The message i am replying to  from BPlightlog. I just go back to the start page which is , https://paym.ovoenergy.com

 

Emmanuelle_OVO
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Hey @3Phasesupplies,

 

Sorry for the delayed response, I’ve taken the below from this similar topic:

 

 

“It sounds like you’re on our old billing system. OVO have closed this down and are in the process of migrating these remaining customers onto our new billing system. Self-serve won’t be available for the foreseeable future but you can contact our Support Team in the meantime to submit readings and you will receive email attachments with pdfs attached for your bills.

 

You can top up via bank transfer, cheque or by calling 0330 303 5063, you’ll continue to get monthly statements, OVO will contact you if your direct debit needs increasing. For anything else please contact our Support Team. “

 

 

Renewable Energy? Big Fan.
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Statements would be nice but only one element of the interaction with OVO.

We haven’t had a statement for April. I would normally print one off as i did every month until OVO made the decision to make the account inaccessible on line. Can you arrange to have one sent if i gave you the account number??

 

Abby_OVO
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Updated on the 21/12/23 by Tim_OVO: We’ll be unlocking the new online account for everybody that doesn’t already have access in early 2024. 

 

Hey @3Phasesupplies 

 

Sorry about the troubles you’ve been having lately.

 

Our old billing platform was recently closed down, and this does mean that while we get your account moved over to the new system, you won’t be able to access the online account. 

 

You will still receive pdf statements via email, and if you have any further questions regarding the account, the Support Team will be happy to help you out.

 

Our Support team’s web messaging and WhatsApp opening hours will be:

  • 8am - 6pm Monday to Friday 
  • 9am - 2pm on Saturdays

You can see all open contact channels via our Help Centre

Location: Electric Avenue
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Thanks Abby but this is simply sending me round in circles. The “see all open contact channels etc” just doesn’t allow me to see previous bills and statements. All i get is going round the same circle i have been going around for the last few weeks.  The issues have now become so manifestly frustrating and bordering upon a deliberate act of hiding customer information we have no option but to seek redress using every possible means at our disposal, starting with the Ombudsman. OH we have already sent a letter to the complaints dept at the beginning of April. Not long to wait before we accelerate to the next level.

 

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