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Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?


We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!
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Best answer by Tim_OVO 29 May 2017, 14:07

Updated on 21/07/21 by Jess_OVO

 

Great question to ask about your new solar panels - we’d love to help you understand how you’re getting paid for the energy the create.

 

The answer to this one will depend on when your solar panels were installed and you registered to receive payments -

 

Before April 2019 and registered for the Feed-in Tariff?  - You’ll be paid for both the energy you generate and the energy you export, so you’ll have a separate generation meter. The export reading can either be clocked by an export meter/smart meter or ‘deemed’ whereby we calculate it based on your generation reading. 

 

After April 2019 the Feed-in Tariff was replaced by the Smart Export Guarantee (SEG) - this payment only covers energy you actually export which is clocked by your Smart meter.

 

If you’ve got your FIT or SEG registered with us, we request the relevant readings at the end of each quarter (March, June, September, December) and you’ll receive your statement and payment for that quarter within 8 weeks. Concerned about your payments? -  You can contact the team on fits@ovoenergy.com - they can make sure you’re giving the correct readings and being paid the right amount.

 

Hope this information helps - any more questions, comment below. We’re glad to help members become micro-energy generators and help us on our Plan Zero journey! :grinning:

 

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3 wrong statements based on deemed export when smart export readings were provided, and acknowledged. The OVO Team have been great on trying to resolve but there seems to be a bit left/right hand communication problems. Any others in same boat?
Userlevel 6
3 wrong statements based on deemed export when smart export readings were provided, and acknowledged. The OVO Team have been great on trying to resolve but there seems to be a bit left/right hand communication problems. Any others in same boat?

Hi @NFGoudie

Welcome to the Forum, it's great to hear you've had some great help from the OVO team so far.

When you say there are some communication problems is that between OVO and another company or internal departments at OVO? Depending on which depends on what I will recommend to you. Please do let me know and I'm sure between us on here we can help you move this forward.

Look forward to hearing from you soon!
Userlevel 6
We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!

Hi @fun2funky welcome to the forum, and thanks for posting.

Whilst I personally don't have solar panels, your topic is a first (I think) here and I'd like to help you move forward,

The first port of call without speaking to OVO is to look at who made the two payments to you that you've received so far. Once you've got the name of the company who've paid you I advise you get in touch with them and ask the to explain the payment structure to you further.

If you don't get anywhere with the above - please do let us know so one of the other forum members or moderators can advise you

Have a lovely weekend
Thanks for replying. My payments have come from OVO should I contact them firstly?
Userlevel 6
Thanks for replying. My payments have come from OVO should I contact them firstly?

Thanks for posting so quickly,

As you've received payments from OVO they will manage the account: my suggestion is that you contact the OVO customer care team, either by phone or social media (if social media please private message them with your full name, address and OVO account number and a quick summary of your query) and one of them will advise you accordingly.

Please do let us know how you get on 😀
The OVO FIT Team and the department responsible for issuing quarterly payments don't seem to be co-ordinated.

Our Smart Meter was installed during quarter 2 (July-Sept 2017) last year but despite correspondence suggesting that my payments for Oct-Dec and Jan-Mar 2017 would be based on the Smart Meter nothing has happened. Although its is a minor amount it's the principle that I should be being payed what I export. According to the Smart UK literature and correspondence from the FIT team over 6 months that confirmed that this will happen. Over to you. Either I should be getting paid for the Smart export reading or I shouldn't. If I am when will it happen? Neil
Userlevel 6
The OVO FIT Team and the department responsible for issuing quarterly payments don't seem to be co-ordinated.

Our Smart Meter was installed during quarter 2 (July-Sept 2017) last year but despite correspondence suggesting that my payments for Oct-Dec and Jan-Mar 2017 would be based on the Smart Meter nothing has happened. Although its is a minor amount it's the principle that I should be being payed what I export. According to the Smart UK literature and correspondence from the FIT team over 6 months that confirmed that this will happen. Over to you. Either I should be getting paid for the Smart export reading or I shouldn't. If I am when will it happen? Neil


Hi Neil,

Thanks for confirming this for us.

My suggestion to help get this resolved for you is if you could please click on either @Lucy_OVO @Tim_OVO or @Darran_OVO, then click on send private message - please include your full name, address, OVO account number and a brief summary of what you've put here, they will respond when back in work.

Hopefully once youve PM'd one of the above youre query will be resolved shortly.

Please do let us know how you get on.
Userlevel 7

Updated on 21/07/21 by Jess_OVO

 

Great question to ask about your new solar panels - we’d love to help you understand how you’re getting paid for the energy the create.

 

The answer to this one will depend on when your solar panels were installed and you registered to receive payments -

 

Before April 2019 and registered for the Feed-in Tariff?  - You’ll be paid for both the energy you generate and the energy you export, so you’ll have a separate generation meter. The export reading can either be clocked by an export meter/smart meter or ‘deemed’ whereby we calculate it based on your generation reading. 

 

After April 2019 the Feed-in Tariff was replaced by the Smart Export Guarantee (SEG) - this payment only covers energy you actually export which is clocked by your Smart meter.

 

If you’ve got your FIT or SEG registered with us, we request the relevant readings at the end of each quarter (March, June, September, December) and you’ll receive your statement and payment for that quarter within 8 weeks. Concerned about your payments? -  You can contact the team on fits@ovoenergy.com - they can make sure you’re giving the correct readings and being paid the right amount.

 

Hope this information helps - any more questions, comment below. We’re glad to help members become micro-energy generators and help us on our Plan Zero journey! :grinning:

 

Userlevel 7
The OVO FIT Team and the department responsible for issuing quarterly payments don't seem to be co-ordinated.

Our Smart Meter was installed during quarter 2 (July-Sept 2017) last year but despite correspondence suggesting that my payments for Oct-Dec and Jan-Mar 2017 would be based on the Smart Meter nothing has happened. Although its is a minor amount it's the principle that I should be being payed what I export. According to the Smart UK literature and correspondence from the FIT team over 6 months that confirmed that this will happen. Over to you. Either I should be getting paid for the Smart export reading or I shouldn't. If I am when will it happen? Neil


Hi @NFGoudie

We'll need to make sure we've got you on the right type of arrangement (the 'metered export') so that we can measure and pay you for what you send to the grid. To get this checked and changed, contact our FIT team directly. More info on the type of arrangements available (and the FIT team's contact details) here:

https://www.ovoenergy.com/ovo-answers/topics/payments-and-statements/payments/whats-a-feed-in-tariff-fit-and-how-do-i-apply.html

https://www.ovoenergy.com/ovo-answers/topics/payments-and-statements/payments/do-you-have-any-more-info-on-feed-in-tariffs-fits.html

Hope this gets sorted quickly,
Tim
@Lucy_OVO was able to resolve this very successfully via your FIT team. Neil
Thanks I will be chasing them up
Userlevel 7
Don't forget to add a profile picture, @NFGoudie @fun2funky - don't be shy! :8
Hi,

OVO have been my FIT payment supplier for a few years and following a separation I am trying to get my payments deposited to another bank account. Who do I contact to do this?

Thanks.
Userlevel 6
Take a look at Tim's best answer for more info on this, @EiP! ☺️
Hi, I wondered whether it ws possible to see all my FIT activity online, or get copies of all my statements? I am palnning to sell my house and need to prove that I have been receiving the payments.
Thanks
Userlevel 6
Hey @lynnechapman - I've moved your post onto this main topic about FIT, you should be able to find the info you need here 🙂
Thanks Nancy but I don't see an answer to my query on here?
Userlevel 6

Sorry to hear that, @lynnechapman, please send us a message on FacebookTwitter or webchat on the Help Centre with your full name, DoB and account number. 

Thanks!

Hi All

I wonder if someone can assist me please.

I have just bought a property which has solar panels.

The solicitor confirmed they are owned but i need to get them registered into my name so i may benefit from any “feed in” 

Is there a process or a contact number i can phone to make this happen.

Thank you 

Userlevel 6

Take a look at the best answer for more help with this, @Mikehassett! :)

I had a Dumb Smets 1 meter running since 2016 fitted by Eon  

Unbeknown to me, my supplier at the time Ebico (orDCC?)  performed an over the air upgrade to make it Smets2 compatible and started to download electricity readings on Nov5th19  

 

On Dec4th I moved to Eon. It became apparent that the day and night time periods were swapped on the R1 and R2 registers. The billing for this is yet unresolved after 8 weeks, but Eon confirmed that the registers time periods have been reversed. 

 

Eon decided that as the smets1 meter had become reprogrammed I should have a new Smets2 meter. 

 

The installation has not been possible after 3 hours and 2 different meters. I have been left with a dumb E7 meter. There is no in home display and more importantly I have lost the export register for my FITs  with OVO.

Eon say that Ebico have “locked the MPAN” to themselves making it impossible for the meter to be changed. The only way that it can be unlocked is when the DCC do this at some unknown date in the distant future. 

 

My export readings can longer be taken. 

 

Will I lose this payment which historically is 60% of my generation? Can I return to 50% deemed export?

CanI ask for a new unlocked MPAN? Can I get my old SMETS1 meter back and will it work?

 

Who is at fault?

 

Can a mod edit the title please to read Smets2?

Userlevel 6

I’m not sure what’s going on here, @Apial, I’ve never heard of a locked MPAN. It may be worth getting in touch with EON about the SMETS1 meter, we wouldn’t be able to say if this can be installed again. 

 

To get this issue with your export reading sorted, contact our FIT team on fits@ovoenergy.com or 0330 102 7404  Monday-Friday 9am-5pm.

I am also having the same issue. I am not receiving my email to submit my meter readings. I have sent over 7 emails this June, I have also phoned on 2 occasions and waited over 1 hour not to be connected. 

 

This has been a ongoing issue since December 2020. At this rate I may change to another relaible supplier.

Userlevel 7

Hi @Dvmoreland and thanks for posting. I can understand you wanting a reply, and it seems like a long wait you’ve had - really sorry to hear this. 

 

I can see you’ve had a few exchanges about this over here:

 

 

You’re using the correct email address (fits@ovoenergy.com), and the usual response time is 5 working days. Obviously this has been longer in your case, so pop back here if you don’t hear from anyone by the end of the weekend so I can find out if there’s a bigger issue at play here. 

 

That is the email I am trying to contact. fits@ovoenergy.com and getting no reply!

 

Please also see a photo attached from today. 24/06/2021. No answer for over a hour and then I get cut off!

 

I will wait another 4 days as requested. But this needs to be resolved. Ovo are doing a poor service. You either need to employ more staff members for the FIT team, or allow FIT members to have accounts so we can update this via the website. 

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