My account

Hi thereLooking for some advice please. I have built up quite a lot of credit - so had been hoping to reduce my Direct Debit, so that some of this credit can be used up. However, I have been unable to reduce the direct debit online. I keep getting the message “sorry we are unable to show you a payment recommendation right now”. . . . I’m wondering why this is:- Would it be because OVO mistakenly allowed an Erroneous Energy Transfer to happen to my electricity account in October last year, and it has only recently been returned to me in the last month or so? . . . Also, I had quite a high credit amount in my account before this Erroneous Energy Transfer happened. However, it looks like the credit has increased. Why would this be happening? Thanks

I am on non direct debit simple energy tariff Variable I thinkElectric - unit rate 20.83 /// St charge 57.07Gas - unit rate. 6.14 //// St charge 42.92 I am reading all the chatter about gas prices and how fixed is the way to go. Slightly confused

Recently had another gas smart meter installed as the last one had a leak,the guy who fitted it said he had another older type like the one i had in his van.this meter wasnt new.ovo said the old one wasnt sending readings since 19/9/2025 so i sent a reading off the meter we just had installed,now my bill which was paid every month and on time,has gone from being in credit to saying i owe £2261.55 and that my monthly usage is between £500-700 for a small 2 bedroom house.im confused as im at work all week and my parner is in bed for night shift so the gas isnt on.explained this to ovo and didnt get anywhere apart from we will send an engineer out.but the bill which i dispute has to be paid according to ovo.im at my wits end with it.what do i do as its clearly wrong that i owe this.

On my recent bill I used 37.320 cubic meters of gas.  My house is unoccupied at the moment so only using minimal gas. I followed the conversion calculation ; 37.32 x 43 x 1.02264 divided by 3.6  =  455.8588  kwh However, on my bill it says energy use 1167.073  kwh and I was charged for 1167.073 kwh. I don’t know where I am going wrong with my calculation.Can anyone help me please.  I have tried to email OVO customer services but have not received a reply. Thank you

I am a former Shell Energy customer. Under a bit of pressure last year I opted for a fixed energy tariff. The time has come to renew and I am faced with a range of other tariffs variable and fixed, I would appreciate hearing others opinions before I make a decision. For example Did I lose or gain last time by having a fixed tariff? Which of the other tariffs on offer are worth considering if any and why?Warm regards to all and thankyou.

I am looking to increase my gas flow volume at a residential property.  We are just about to add a new extension and its looks as though I will need to increase the KW of our boiler to 60kw.  I also have a 16kw gas fire and hob. Is it a case of changing the meter or does the pipe need to be changed to the road?  From what I can gather most standard gas meter can provide around 6 cubic metres and a larger boiler needing this alone without any of the other appliances.  Any advice or help appreciated. 

Should I take any notice of what OVO tells me my balance MAY be in 9 months time. At the moment my balance is £1,200, my May charges were £185, my DD was £240. They have today informed me I will be in debit in MARCH 2026 and should increase my DD to min. £264 NOW.  I have had this issue with them before but was brushed off with “We know better than you” despite the fact that for at least the last 4 years I have always topped up my account to keep minimum balance of £800.  OVO say they need to ensure I won’t have debt problems. At 81 years old I’m proud to say I have never had a debt and don’t intend to start now. I wish they would shove their Crystal Ball somewhere else.

My brother has had issues with OVO in 2024 saying he owed thousands. During a phone call back then he was told it was because he hadn’t sent any readings in and it was all estimated, he gave up to date readings and they cancelled debt and refunded him over £2000. A month or so later he got another email saying they had got it wrong he should never have had a refund and he had to pay it back. He has been doing this since 2024. 2025 he had a new meter installed and has a IHD which is supposedly sending real-time readings to OVO. Also last year he had Solar, battery and air source heat pump fitted to his housing association home. He has just received a email saying since Aug 2023 to 2025 he has been undercharged instead of £4977.67 which he’s paid he should have been charged £6572.84. it says we undercharged you but you don’t have to pay this ? But then says he is actually in debt £602.16 and has to pay this.after a phone call this morning they said he’d been

When I try to log into my oneline account, I get the following : We're working on a new website for youWe're very sorry that you can't log in to your account at the moment. We're working on fixing things and will be back in touch in the near future with an update.In the meantime, you'll continue to get your bill every month by email or post as usual.

We purchased a property that had lay empty for some months prior to purchase.  Furthermore, we’ve not lived in it we have cosmetic renovations undertaken.The previous tenant was with OVO on PAYG for gas and electric so we thought for ease we would stick with OVO then instructed them to switch to meter supply, which we did, OVO having advised that we had smart meters.  Over the course of the month, the contractors have reported the power going off on 3 to 4 occasions, having top top up the PAYG card.  On every happening, I have contacted OVO and they have said it has been transferred over to meter. To compound the issue, just over a month later, the first bill is showing daily usage despite nobody living in the property, on both the gas and and electric.  Furthermore, the contractor has notified us that the gas has been capped off!As a side story, the adjoining neighbour has informed us that when the previous tenant was in our property, they use to top up the PAY

The calorific value is needed by the Smart Meter to convert the volume of the gas to the energy produced by the gas Kwh. As this varies on a daily basis what value does the meter use? Is this the same value as used by the bill?

I’ve been having ongoing issues since our migration from SSE on 20th February. Still getting nowhere and have made 3 phone calls to the customer service team. Made a formal complaint and all they could say was they can’t access my account as it’s still in the migration period. It will take another 10 days for my complaint to be resolved even though my previous complaint (10 days ago) hasn’t been resolved yet.  can you tell me what the complaints procedure is? The guy I spoke to at resolutions was super creepy and told me to go and look after my kids 🙄

Hi everyone,Getting desperate for help now.  Ovo have last month billed me almost £3000 for a 3 month period back in 2020.  I have a separate final bill received back in 2020 which shows as paid, in fact it actually shows a credit balance.They are now persistently threatening me and chasing for the £3000 which I clearly don’t owe them.I have phoned multiple times, I have emailed them as per their complaints procedure (on 18 July) (removed by moderator).  I’ve had no response to my email; when I phone they say it will be sorted.How on earth do I get the complaints team or frankly anyone at Ovo to actually address this issue please?Thank you for any advice.. 

After being moved from quarterly to monthly billing last year, I usually receive an email showing the amount to pay shortly after the bill end date each month, after which I proceed to pay.  However, I have not received the usual email last month, even though My OVO account shows the bill available for the corresponding period. When I was on quarterly billing, the OVO customer service team confirmed that I only had to pay after receiving the ‘Your bill is ready’ email (every 3 months), even if My Ovo account showed interim bills available. I’m not sure if this still applies now or not.

Hi,   I have a smart meter why do I get estimated readings on my Bill? I thought a smart meter would know my correct readings.   Jonboy.

There are 5 meters in this property (3 Phase supplies). Each meter servicing a different potion of the property. (Underfloor heating , Lighting, Utilities and defunct equipment on the property). The billing reflect MPAN numbers for Heating meters (3) and separate meters for Lighting(2). The supplied monthly bills do not detail which meter reading (actual or estimated) relates to which meter. In order to establish reading data to each meter i am keeping a separate spreadsheet. Could these bills not show “Meter - Reading “ for each meter with their MPAN no alongside?

Why does it take so long for monies paid to show on your account?

I went for a 1 year fixed rate economy10 last August & all was working well until yesterday when Ovo suddenly without any notice or consultation changed me back to a variable plan & the different higher charges from August. What on earth is going on!

Anyone having issues accessing the OVO app this morning?

Why, when I faithfully provide meter readings on time, each month, does OVO still give estimated readings on my bills?

For the past 3 months my bill (Economy 10) has been wrong when it comes to Off-peak energy. Peak energy and Standing Charge are spot on but Off-peak is out by a few pence. Like this:Off-peak energy use 1694.781 kWh at 22.06p £373.95Peak energy use 261.497 kWh at 27.14p £70.97Standing charge 30 days at 59.00p a day £17.70The Off-peak should be £373.87.  There must be a glitch in their software because two specific figures when multiplied gives only one answer!  Anyone else noticed this?My emails to OVO haven’t changed anything so my hope is that a Mod here has access to someone who can actually identify and fix this issue.