I've just moved in, called up to set up an account but didn't receive a welcome email and can't log in into my online account?

Hi @Flet ,

I’m sorry, but the OVO Forum isn’t the right place to submit account specific complaints, as forum volunteers such as myself cannot handle them, nor access your account.

With that being said however, I do have some thoughts - and to manage expectations, please be advised that everything I say is in a personal capacity and not the official views of OVO Energy.

To me, parts of this complaint aren’t valid. By moving into a property supplied by OVO, you are giving deemed consent to initiate services and supplies that OVO is providing, even if you haven’t yet set up an account. The amount of usage in those three days would have been minimal anyway, so you’re maybe talking 20p or so of usage charges and less than £2 of standing charges. These can be wiped if you can prove when you actually took on the property, such as with that contract of sale. You can also tell OVO the date you moved in as anything in between is for the estate agent to deal with.

The Estimated Annual Consumption figures will be recalculated if you are seen to use less energy than predicted, but it takes at least one season to get sufficient data for this. Having a smart meter will also make this easier. The best way to reset the EAC is to use less energy than what the previous householder did.

To set up an account and get things going, please call 0330 303 5063. You’ll want the option of having a new account/recently signed up from the menu.

Hey @Flet,

I’m sorry for the issues you’ve experienced getting in touch with Support.

To set up your initial account this will need to be done over the phone as it’s a verbal contract. Once this has been set up you will be able to manage your account online. 

When you move into a new property you inherit the supplier at that property, in your case OVO. You can choose to switch to a new supplier but would still need to set up an interim account to pay for the energy used in between.  

We’ve got a really great guide which might help answer some of your questions here:

• Moving into a home that OVO supplies - A Guide Tutorial

You can disregard that occupier letter once your account has been set up as you will receive a new one in your name from the date you took liability of the property. Don’t forget to submit the meter readings from the day you moved in! 

I hope this helps.

I recently contacted OVO and a helpful (I thought) customer services rep called me back. I opened an account over the phone and was asked during the process by the rep if I had received the email giving account details. I had not. Will be with you shortly she said. It still had not arrived by the end of the conversation. I”ll ring you back this pm (yesterday) she said at about 3:15 or failing that will email you. No call or email received and the account opening email has not been received either. Not a good start and maybe I just cancel now. Even the opening was strange as the quote the rep gave me was more than double that which I got when I checked on line before making contact.

Hey @ColinG,

Sorry for the issues you’re having,

Once you set up an account, if it’s a new switch, you usually get an email within 24 hours, or a letter within 5 working days for your Welcome Pack to arrive. I wonder if your communication preference was set to paper? I’d advise checking your Junk/Spam inbox. 

New account information may not be sent for up to one week (email) or two weeks (post) if you’ve moved into a property already supplied by OVO. 

• Moving into a home that OVO supplies - A Guide Tutorial

• Switching to OVO? - Here's what to expect... Tutorial

If you are a new customer switching to OVO the system you would use to get a quote online is the same system we’d use to sign you up internally. It may be that the advisor added in extra details such as your annual consumption figures which has made the quote different to what you initially put in. 

If you are moving into a home OVO supplies the quote would be based on the previous usage of the property, if you used the ‘Quote and Switch’ tool previously, it wouldn’t have used this data.

You won’t be billed based on the estimated direct debit, you are billed based on the price you pay per unit of energy you use and the daily standing charge. As long as the rates are the same as those you were quote online this is fine. 

Hope this helps. 

On the basis I did the account opening over the phone (it is a switch) I do not know what your rep put in re paperless or otherwise in terms of communication. I have still not received the email and am not happy with the answers or help I am getting. Please cancel my application immediately. If this is how new customers are treated I really fear for the service I would get as a paying customer.

So again - please cancel my application immediately.

Hi @ColinG

Welcome to the customer forum, i am just a customer like you.

Unfortunately no one on the forum, including the ovo moderators like @Emmanuelle_OVO can access customer accounts.

If you want to cancel, then give OVO a call

0330-303-5063

You have 14 days from your contract start date to cancel.

Have you tried calling OVO first and asking them for an update on your switch, double check your details and resend any emails? Worth a try. 

Hello, I tried to open an account with OVO Energy last week (7 days ago) , and it told me to wait for an email within the next week, I haven’t received any email yet….

I entered my details, set a monthly price of £85 per month and entered bank details,  I then went onto a screen where I told me I would receive an email asking me for a meter reading and they will get back to me with a bill, I want this over and done with ASAP 

thanks

This question is better suited to the Support Team. Please ask them via https://ovoenergy.com/help 

Hey @ALANRODGER12,

Probably also worth a check in your junk inbox. The Support Team will be able to let you know if there has been any issue with the switch.

Hi there,

I’ve moved into a new flat that was already supplied by OVO, and I set up an account with them online a few days ago. However, I’ve not received any confirmation e-mails or details whatsoever -- I don’t even have an account number. I gave OVO a call about this but the whole thing was consuming, apparently there was some sort of error when setting up the account, it was escalated to the home team and it’s apparently going to take 10-14 days to fix the issue!

Can anyone help with this, please? I just want confirmation that I’m actually signed up and ready to go with OVO, and it’s becoming a little worrying. I don’t know why it would take that length of time to get an account set up. Thank you.

-Alys

Hi @AlysJ , you don’t say exactly how you signed up but in effect you need to ‘switch’

see a tutorial here 

• Moving into a home that OVO supplies - A Guide Tutorial

You can also follow up via the web chat via https://ovoenergy.com/help to chase this up

This forum can’t access account info so you will need to get back in touch 

Hi @AlysJ,

I’m sorry to hear this. I can see our forum volunteer has already given some great advice here. 

Did you manage to get this sorted in the end?

Good morning, and (almost) Happy 2025,

I moved into a flat in mid-November that was supplied by OVO with the previous tenants. There was a  ‘welcome to your new home’ letter waiting for me, which I followed to sign up.

I was expecting an email with my pack and account but nothing came, and got a reminder letter the following week. No problem, I used the link to the switch quote web form as requested. Chose my plan, filled in details and got the /success page telling me I’d get my Welcome email with account details and pack soon.

This was in late Nov, and retried a week or 2 later in early-mid Dec. I’ve still not had any communication from OVO with account details, and without these I’m not able to sign up for onlione accounts, submit my my starting or current readings, check if DD details are set up and correct (no payments taken so assuming it hasn’t been set up at this point).

Would appreciate any help, as without even being able to submit meter reads, I can’t even provide energy use since I’ve moved in for accurate billing and am on the hook for energy used to date in the property since no DD payments have come out.

Not sure if you’ve seen the guide 

• Moving into a home that OVO supplies - A Guide Tutorial

and hopefully you have some records of your meter reads as well.

Apart from that, it may be worth trying to contact customer support towards the end of the week. 

• How to get help and support this festive period News

I’d recommend contacting the support team ​@ibar884 & checking your junk email inbox incase the welcome letter has gone there. You should have received your welcome letter by now.
 

Keep us posted with how you get on.