How to tell us you're moving out on your online account

I have been on hold for 50 minutes and just been cut off. The closest conversation was a call centre who said hello then cut me off, been in a queue for 1 hour on message and the website takes me round in circles.

I want to close the account and give meter readings. the links for moving out do not work and just take me round in circles. The links suggested by previous people do not work and provide me with somewhere to give closing meter readings.

Hi @Julescambs ,

Did you try this one by any chance?

https://account.ovoenergy.com/moving-home

It should take you to a screen like the one below, once you’re logged in.

yes, the link contact us does not work

If this one doesn’t work, you might be on the legacy billing system. There should be a link in there somewhere to do this, but I can’t provide as unfortunately I don’t have access to the old system.

Oh ok. That is the correct place then. Try https://help.ovoenergy.com in that case. There’s a live chat you can use, but that’s the best I can think of.

It’s also possible you might have already started that process. The Support Team are best placed to confirm that and they can start the process if it hasn’t already been done.

I have only just opened up a new account. What is a legacy billing system?. The live chat is not working. They told me at 9.10am this morning I was 128 in the queue and I have had nothing since. 

I see. If you’ve only just opened an account, you might not be able to close it yet. Please stay in the queue for live chat and someone will answer it.

The legacy billing system was an old system that’s being closed down, but I can see from your screenshot you’re on the new one.

I have had the OVO account for a while but only just opened an online account. There is nothing happening in the queue for live chat. British Gas, EDF and SSE usually update you on where you are in the queue but this is just completely nothing.

Try posting a message into the chat. If the OVO Bot doesn’t respond, you’re still in the queue

Thank you, I keep saying hello but get no response. Over an hour now.

Ok, so you’re still in the queue then.

This reminds me actually, I’ve been meaning to suggest this as an Idea to OVO for a while but forgot about it. I’ve just submitted it officially.

• Provide queue status updates when queueing for Live Chat Can't be done yet
• 7 Votes

If you’d like to see it happen and get status updates, feel free to upvote that idea.

Customer service at many energy suppliers is abysmal.  Since switching is on life support at the moment your current supplier is in effect a monopoly supplier.  Therefore it doesn’t matter to them if they give you abysmal service.

The regulator and the Energy ombudsman should come up with a scheme to fine companies really punitive amounts if their customer support services fall below acceptable standards.

Hey @Julescambs,

I'm sorry for the issues you’ve had getting in touch with Support. I can see @Blastoise186 has already given some great advice here. 

Just wanted to step in here to add that it seems there might be a wider issue with processing home moves online at the moment. 

If you stay in the queue for web messenger someone in the Support Team will be able to process your move out. You will get your final bill within 4 weeks of your move out date. Any remaining credit will then be refunded automatically. 

Keep us posted with how you get on!

I would like to close my account as I now leaving home. I am unable to do this on the ovo energy website. I believe my landlord is responsible for my bills as ovo energy staff have confirmed to me via email. I would like to close my account as I move out so the next tenant does not continue to use my account after I have moved. Kindly respond

From what you say there there is no account in your name to be closed, the account that you are using is in the landlords name.

How do you pay the energy bill? Do you Pay OVO, or your Landlord?
Or is it PAYG meter? if so then is it an old one or a smart meter? (ie. how do you top it up?)

It isn’t really how things should be done, but it does sometimes happen in rentals that the landlord keeps the account and bills in their name and just hands the tenant the top-up card/key to take to the shop.

If that is what has happened here then there is no account in your name at OVO, so there is nothing that needs to be closed.

Hi ​@tonia agba 

Welcome to the Forum, I’m glad to see one of our volunteers has already stopped by with some really helpful advice.

If you paid your energy to your Landlord, then it sounds like they’ve kept the account in their name, and you won’t have an account in your name.

Nukecad has asked some good questions that would help clarify the situation, if you could answer those it would help us make sure we’re giving you the best advice.

Let us know.