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How can I contact the OVO Feed-in tariff (FIT) team?


I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO
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Best answer by Tim_OVO 10 March 2017, 17:09

Updated on 21/07/21 by Jess_OVO

 

Sorry to hear of your smart meter issues and difficulty reaching the Feed-In Tariff (FiT) or Smart Export Guarantee (SEG) team.

 

You can contact the team on fits@ovoenergy.com - they aim to respond within 5 working days, although they are particularly busy around export payment time so this might delay the response. If your query is urgent you can also contact our Support Team, who are able to request a call back from this team.

 

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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Userlevel 7

Updated on 21/07/21 by Jess_OVO

 

Sorry to hear of your smart meter issues and difficulty reaching the Feed-In Tariff (FiT) or Smart Export Guarantee (SEG) team.

 

You can contact the team on fits@ovoenergy.com - they aim to respond within 5 working days, although they are particularly busy around export payment time so this might delay the response. If your query is urgent you can also contact our Support Team, who are able to request a call back from this team.

 

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:

 

Of course I am familiar with that telephone number. It was that one that was the subject of my complaint. Al that is available recently is the option to send a voice mail, but if one does there are no replies or responses.
BillM
Userlevel 5
Ah okay. In that case, it might be worth trying to call our Customer Care team directly instead to speak to one of our advisors about this. All their contact details can be found here: https://www.ovoenergy.com/contact..

Thanks,
Lucy
Thanks Lucy. I have however, now made contact through ovo's complaint procedure, and have been told that my complaint is being investigated, but if I hear nothing within a week, to get in touch with them again. At last I have managed to speak to someone, so am hopeful that the problem will be resolved. The problem was about the Smart meter giving false export values, this led to the meter being changed, but for various reasons, this took ages. Now it's working properly I am seeking export payments for nearly three quarters of a year
Userlevel 7
Thanks Lucy. I have however, now made contact through ovo's complaint procedure, and have been told that my complaint is being investigated, but if I hear nothing within a week, to get in touch with them again. At last I have managed to speak to someone, so am hopeful that the problem will be resolved. The problem was about the Smart meter giving false export values, this led to the meter being changed, but for various reasons, this took ages. Now it's working properly I am seeking export payments for nearly three quarters of a year

In that case, I hope your complaint gets sorted quickly, Bill. We’d love to hear back from you once this is resolved - other users might have a similar issue, so keep us all in the loop!

Tim
I'm not sure whether they are understaffed, but since the day I transferred my duel fuel supply to Ovo, just 2 months ago, I have been trying to switch to Ovo for my solar panel FIT tariff payments. My quarterly read is due today, and I don't know whether I should be contacting my old supplier, or Ovo.

I sent in all the transfer forms on July 5th, and evidence which was required, and received an auto reply saying I would get a response within 10 days. I heard nothing.

On 14th August I rang the FIT team and spoke to Charlotte, who replied advising "I can confirm that I have now requested for your FiT to switch to OVO on the 16th August." and that I needed to submit meter readings on this date, which I naturally did (10900), via email, at 8.43am.

At 2.25pm the same day, I received an email from Toni Hankinson advising "I'm emailing to remind you we need a generation reading to complete your Feed-in Tariff switch this month. Please provide a reading by Wednesday 30th August - you can provide your reading via email using fits@ovoenergy.com. Once we have your reading we'll be in touch with a welcome email within 10 working days.".

I replied, immediately, with a copy of my earlier email, informing them that I had already fulfilled their request. And I waited. And waited. And waited.

It's now 12th September, 10 working days have long since passed and I have heard NOTHING. No acknowledgement, no apology, no confirmation, nothing. I sent another email in to fits@ovoenergy.com yesterday, requesting confirmation of what was happening on the account as the FIT read is due today. Again, silence.

I have to say, I am really disappointed! I left Scottish Power because their customer service was appalling and this does not bode well at all, for a new customer 2 months into an energy supply contract.

So today I have emailed my meter readings to both Scottish Power AND Ovo. Because I don't have a clue who is supposed to be paying me, and I still haven't received a Welcome pack from Ovo, or a "sorry you're leaving" message from Scottish Power.

Does anyone actually work in the FIT Tariff Team?
Userlevel 7
I'm not sure whether they are understaffed, but since the day I transferred my duel fuel supply to Ovo, just 2 months ago, I have been trying to switch to Ovo for my solar panel FIT tariff payments. My quarterly read is due today, and I don't know whether I should be contacting my old supplier, or Ovo.

I sent in all the transfer forms on July 5th, and evidence which was required, and received an auto reply saying I would get a response within 10 days. I heard nothing.

On 14th August I rang the FIT team and spoke to Charlotte, who replied advising "I can confirm that I have now requested for your FiT to switch to OVO on the 16th August." and that I needed to submit meter readings on this date, which I naturally did (10900), via email, at 8.43am.

At 2.25pm the same day, I received an email from Toni Hankinson advising "I'm emailing to remind you we need a generation reading to complete your Feed-in Tariff switch this month. Please provide a reading by Wednesday 30th August - you can provide your reading via email using fits@ovoenergy.com. Once we have your reading we'll be in touch with a welcome email within 10 working days.".

I replied, immediately, with a copy of my earlier email, informing them that I had already fulfilled their request. And I waited. And waited. And waited.

It's now 12th September, 10 working days have long since passed and I have heard NOTHING. No acknowledgement, no apology, no confirmation, nothing. I sent another email in to fits@ovoenergy.com yesterday, requesting confirmation of what was happening on the account as the FIT read is due today. Again, silence.

I have to say, I am really disappointed! I left Scottish Power because their customer service was appalling and this does not bode well at all, for a new customer 2 months into an energy supply contract.

So today I have emailed my meter readings to both Scottish Power AND Ovo. Because I don't have a clue who is supposed to be paying me, and I still haven't received a Welcome pack from Ovo, or a "sorry you're leaving" message from Scottish Power.

Does anyone actually work in the FIT Tariff Team?


Hi @SueP

Thanks for getting in touch about this. I've moved your comment over to another topic on contacting the FIT team. Just a quick one to advise that we have been operating with a small team due to a lethal combination of sickness, holiday and training. But the FIT team are back up to full strength and catching up on their backlog!

So that I can chase up a response to your emails, I'll send you a PM to get some account details.

Thanks,
Tim

I have not had payment for my June FITS reading supplied on 3rd June. I normally receive this payment two month after this date. I received my previous FIT payment on 3rd May 2020. Is there a problem why I have not received my June 2020 payment?

Userlevel 6

I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO

Updated 18/08/2020


Hi Bill,

Thanks for getting in touch about this issue - I can hopefully help you find some answers. Just to let you know, I've added a few tags and changed the title of this topic, to make it easier for other users to find.

For payment queries about your feed in tariff (FIT), I’ll hold my hands up and admit that it’s not my area. We have a specialist FIT team to help. They can be reached on 0800 408 6622 between 9am - 5pm, Monday to Friday. Outside these times, email FITS@ovoenergy.com and they’ll get back to you within 48 hours.

We’d love to hear more about this smart meter fault - there’s already a topic on this here - Get involved!

Tim

 

I’ve moved your post here, @muffybean, check out the above best answer for further help!

:relaxed:

Good morning,

Please can anyone confirm if there are any issues with this quarter’s feed in tariff payments?

My readings (for both generation & export) were submitted on 1st March 2021, and I was told I would receive a paper statement by the end of May - but haven’t received anything as of yet.  The payments have usually gone into my bank account before the end of the month too?

I have tried to contact the FITS team, but get customer services who say they cannot access my FIT account so just keep advising me to email the FITS@ovoenergy.com address (but I suspect they are busy as I haven’t had a response yet).

Is anyone else experiencing a delay in payment this month?

Thanks.

Userlevel 7
Badge +4

Welcome to the forum @Dooferry !

I’ve not heard of any issues in particular and you’re the first member to bring this up. I can certainly ask @Jess_OVO if she knows anything and it might be possible for her to check in with the team to see if there are any known issues or delays.

Would you be happy to hang in there for a bit and we’ll try to keep you posted with any news?

Yes, thank you that would be great !

Userlevel 7
Badge +4

No worries, I’ve asked Jess to take a look, so we’ll let you know.

I do have a possible theory though while we’re waiting, which may or may not explain the cause. When you login to MyOVO, does it look different now to how you remember it from a few months ago? In particular, does the entire design of the whole page look completely different or about the same?

OVO has been recently migrating some of the final remaining members over from the old legacy system to the new billing platform that was built in-house by OVO’s own teams. I do recall a similar sounding issue that was related to the migration process as it takes a while. So I’m just curious as to whether that might be what has happened here.

If your online account looks the same as it always has, then this is probably not the cause - but if it has changed, that might explain a few clues.

Ahh no, apologies if I’ve confused things...I don’t have an online account - I’m only with OVO for my FIT.

It would be nice to have an online account though, that way it would make it easier to input the readings every quarter and I would be able to opt for paperless statements.  Not sure if this is possible just for FIT customers.  It is really difficult to get through to someone in the FIT department at OVO (to actually speak to someone), so maybe the idea of an online account would assist them too?

Thank you for your help anyway.

Userlevel 7
Badge +4

Ooh ok, no worries. We can still help out with this either way.

You’ve definitely got a really good feature idea there, and I will make sure this goes in the suggestion box for sure! I can’t promise that OVO will make it happen or when that might be, but I can definitely ask for it to be considered via the suggestions box. :)

I’m actually an evil genius myself and this is too much like hard work. Time to delegate this to one of my minions. Ooohhhh @Tim_OVO ! XD

It would certainly make life easier for everyone! Especially if it lets you track all your previous submissions too.

Userlevel 7

Hi @Dooferry and welcome to the OVO online community.

 

Sorry to hear you haven’t yet received your latest FIT statement or payment. We haven’t heard of any general issues so it’s worth contacting the FIT team to chase this one.

 

I’ve moved your question over to a similar thread, so check the best answer above for more info. As the FIT team don’t have a direct number it’s best to contact our Support Team if you’re still waiting on an email response - great suggestion on the online FIT account although it might be best to speak to the FIT team about that one! :slight_smile:

 

Thanks @Jess_OVO 

I have tried to contact the suport team but nobody seems to be able to access my FIT account.

I’ve got some concerns that someone else may be receiving the FIT payments and really need to actually speak to somebody (my situation is a little complicated!)  I’m hoping that OVO cannot change the account details without an official document, or without approval / signed declaration from myself?  The FIT is in my name, however my solar panels are on my ex-husband’s roof and it was agreed he would send me the readings every quarter - but the ones I’m referring to (March this year), are the first ones I’ve received for quite a long time, and I wanted to make sure everything was still correct on my account.

 

Userlevel 7

That does sound like a bit of a complicated one, @Dooferry.

 

If it helps put your mind at ease you might want to check out our FIT Change of Ownership form which details which documents we accept as evidence before setting up a new FIT account.

 

Unfortunately we can’t access your FIT account details here, but if you’ve emailed the team they will get in touch - bear with them as the period around payment time is particularly busy for them, so it can take them slightly longer to respond.

 

Hope you hear from them soon and get your FIT payments sorted. :slight_smile:

Hi OVO, 

I would like to make a complaint. 

I have been emailing you since December about this issue, as I did not receive Decembers email to submit my solar meter reading.

I have not been getting my email reminders to submit my solar panel meter readings. It's now June and I haven't received it yet again. I have phoned and got cut off, I have also emailed with no reply on 3rd of June and again 2 days ago. 

 

It's getting to the point where I should just switch to another supplier who is more reliable in this. 

Has anyone else had issues with ovo and solar panel issues??

Regards

Daniel

 

 

Userlevel 7
Badge +4

Hi there @Dvmoreland ,

Unfortunately, the forum isn’t the right place to submit formal complaints as it’s volunteer led and forum volunteers such as myself can’t access your account. It’s also worth noting that repeatedly emailing in actually slows things down because it causes your emails to go back into pending until someone can catch them. Please try to avoid emailing in more than once between responses from the Support Team. The usual response time is within five working days, but sometimes can take a little longer.

@Jess_OVO will be back in on Tuesday so I can try to ask her for help, but I’m afraid there’s no other forum moderators or OVO employees who I can call upon until then.

It sounds like you’re being migrated to the new billing platform, which can take a while. The fastest way to get the readings in for this would probably be via phone or live chat on Monday as they’re both valid options. I don’t think your call was cut off intentionally though, sometimes phone lines are a bit unstable and that can confuse the exchange. What I can say is that OVO is seriously working on customer service improvements and in the future… You may well find that you get VIP service. That’s all I can say right now on that one.

In the meantime, please see this page if you’d like to make a complaint.

Thanks

Userlevel 7

Really sorry to hear of the difficulty you’ve had in contacting our Feed-In Tariff (FIT) team, @Dvmoreland.

 

Check out the best answer above for the best contact routes for this team. If you’re not receiving the reading reminder emails it might be worth checking we’ve got the right email address registered to your FIT account. Our Support Team can update this for you if needs be. 

 

 

It sounds like you’re being migrated to the new billing platform, which can take a while. The fastest way to get the readings in for this would probably be via phone or live chat on Monday as they’re both valid options.

 

Just to clarify this point, our Feed-in tariff accounts are actually managed on a different platform to energy accounts so will be unaffected by the recent change to the billing platform we’re using for energy accounts. Generation reads can indeed be submitted over the phone or by webchat, if you’ve not received the expected email.

 

 

It’s also worth noting that repeatedly emailing in actually slows things down because it causes your emails to go back into pending until someone can catch them. Please try to avoid emailing in more than once between responses from the Support Team. The usual response time is within five working days, but sometimes can take a little longer.

 

Whilst we’d advise waiting for a response, emailing us again won’t delay us dealing with your initial email. As @Blastoise186 has identified the usual response time from our fits@ovoenergy.com inbox is 5 working days although the period around payment time is particularly busy for this team so might take slightly longer.

 

I’m hoping this info is helpful in getting things sorted but if not you can see our full complaints procedure here or contact our Support Team for further escalation.

I have sent over 7 emails since the start of June 2021! I have tried phoning and been on hold for over a hour not to get through. 

 

There is no support! 

Why are the staff in the FIT so bad at getting back to me?

I suggest someone here can help speak to FIT abd back In touch.....

 

I have now had to raise a request with the ombudsman as this is not acceptable. Basically not replying to my emails/long waiting times on phone. Just seems that ovo does not want to pay me for what I have earned!! 

Userlevel 7
Badge +4

Hi there @Dvmoreland .

Please can I ask that you avoid posting in multiple threads rapidly about the same issue. It causes unneeded notifications to be sent out to other members and can be irritating for them. It also causes the forum to get untidy and creates extra work for Tim.

I have let Tim know about your request. I don’t know if he’ll be able to help with this but he has been notified. Please be patient until he’s able to respond.

Thanks

Thank you for a speedy response.

Unlike the other departments, I understand the situation for the forum to be tidy, however that will not help my issue as this seems to be only way of getting through. 

I will wait for my reply upto 5 working days, if not resolved I will be back again.

Userlevel 7
Badge +4

That’s alright, but please bear in mind that OVO’s FiT Team is tiny compared to the main Support Team and they have a lot of FiT and SEG enabled accounts to juggle.

While the main Support Team is made up of around 190 agents (confirmed via an internal contact I know who prefers to remain anonymous), the FiT Team probably has maybe 10 or 20 agents assigned. I also know roughly how many calls the Support Team handles every day, but I’m not sure I’m able to share that information publicly.

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