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404 Topic threads
Ben_OVO
Community Moderator
Ben_OVOCommunity Moderator
Posted in My account
How to contact OVO - best practices and Data ProtectionTutorial

The good news is that you’re able to complete many tasks related to your energy account using your online account or app so, most of the time, you don't need to get in touch. Here's what you can do online and in the app, or scroll down for the best ways to get in touch if you do need to speak to us. Using your online account and App (Pay Monthly customers) Most of your account actions, like managing your Direct Debit, submitting reads, changing your tariff, and more, can be done via your online account or app.  You can find instructions for using our online services in this tutorial:  Using your App (Pay As You Go customers) Pay As You Go customers who have smart meters can top up using the OVO Energy Top Up App, and those with traditional meters can top up at a PayPoint.  You can view our Pay As You Go Topic Hub here:  How to contact OVO Our Help Centre has lots of articles, tutorials and FAQs that will help you manage your account in the best way possible. However, we understand that

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Blastoise186
Plan Zero Hero
Ben_OVO
Community Moderator
Ben_OVOCommunity Moderator
Posted in My account
Everything you need to know about ‘crossed meters’Tutorial

What are crossed meters? All meters have either a Meter Point Administration Number (MPAN) or a Meter Point Reference Number (MPRN). These are recorded on the National Databases, where all UK energy supplies are listed.  Sometimes, a meter is linked to the incorrect MPAN or MPRN on the database. This is called a crossed meter. It often happens in flats where meters for different properties are next to each other. When this happens the meters will sometimes be incorrectly recorded on the National Database under the wrong address. There are two types of crossed meters:Physical -  this is where the energy supplier is billing the wrong meter, but the customer is sending meter reads from the correct meter. This can often be the case for new-build houses and developments. Administrative - this is where the energy supplier is billing the correct meter, but the customer has been reading the wrong meter. Usually this happens in flats where the meters are in a communal area and may have been lab

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Ben_OVO
Community Moderator
M
Carbon Cutter****
MAG1036Carbon Cutter****
Posted in My account
FIT payments

We submitted our FIT reading at the end of March.  We have recently had an email from OVO about a mistake yet it still says payment in four weeks.  It was not our error and I expected payment at the end of May.  Or will it be paid in the middle of June?  Ovo pay a lot later than SSE used to do.

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Emmanuelle_OVO
Community Manager
M
New Member*
Matt5050New Member*
Posted in My account
account saying ive moved out and i havent.

Why has ovo said I'm leaving my address and set up a new one and now I have two? 

483
Chris_OVO
Community Moderator
M
Carbon Cutter*
MrsHCarbon Cutter*
Posted in My account
Sent wrong meter reading

I entered my gas meter reading incorrectly and have received a much higher bill than I would have done if I’d sent the correct, much lower reading. I have since sent two further readings accompanied by photographic evidence but have received no reply or acknowledgment as to how this will be ammended. 

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Chris_OVO
Community Moderator
S
New Member***
Sharon BaxterNew Member***
Posted in My account
Is it a coincidence that after signing up for free energy on Beyond that my Direct Debit was increased??

Hi allI haven't used this forum before but just wanted anyone's take on what's just happened. I signed up for the free 2 hours energy and just this morning 12/5/25 have chosen my preferred hours. Almost the same time I signed up I received an email advising that OVO were increasing my DD by £11 per month to run in line with my 2 year fixed tariff (due to run out August 2026). I couldn't choose to increase by an amount of my choice. Maybe just a coincidence but wondered if this has happened to anyone else at the same time you signed up? A sort of give in one hand and take with the other! 🤔Thanks in advance 😊

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Blastoise186
Plan Zero Hero
D
Carbon Cutter***
DanielTSTocksCarbon Cutter***
Posted in My account
Why have I been billed to an incorrect estimated opening reading - can this be recalculated?

I have recently received a statement from Ovo, with a breakdown of my usage over the last 10 months or so, and the numbers they have used are wildly inaccurate, to the point that I believe them to be charging me over £1000 too much for my annual usage.  They have also given me an estimate for next year of over £7000, meaning my energy bill would be more than my rent.  I have already contacted customer service, but I was hoping to find some reassurance here that these mistakes will be rectified.In my previous property, I was on a prepayment meter, and would put £10-15 on each per month.  When I signed up to Ovo at the end of September last year (I had just moved in a couple of days before), I was quoted £97 per month.  I knew this was high, but I was unable to provide my annual usage numbers, so I agreed to the ‘average’ for my type of property.  I am pretty sure I gave meter readings (how else would they know what I was using without a starting number).  However, the statement is using

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Chris_OVO
Community Moderator
L
New Member**
Linzi CooperNew Member**
Posted in My account
refund value query

Hi, I'm looking at the possibility of getting a refund. Currently my account is over 800.00 in credit and I have a standing order in place for 175.00pm. However the value of the refund maximum is only 269.00. Can any one please help with the reason/maths please? Everything I've found talks about the fact you must have at least enough in the account to cover 1 months dd and that the most refund you can ask for is 500.00.Thanks

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Chris_OVO
Community Moderator
B
Carbon Cutter***
billwCarbon Cutter***
Posted in My account
Can't log in to online account - get msg "We're working on a new website for you"

Sorry, long story!I’m trying to access my Mum’s online OVO account.My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done.I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s.Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”. Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never received any notifications. Phoned support a

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Peter E
Plan Zero Hero
Ben_OVO
Community Moderator
Ben_OVOCommunity Moderator
Posted in My account
How to choose how often your smart meters send us readings on your online account or OVO AppTutorial

Smart meters send us readings automatically so you don’t have to. They can be set up to send readings once a month, once a day, or once every half an hour. We recommend having your smart meter set up to send half-hourly readings, so we can work out your energy charges daily. This gives you greater visibility of how much energy you’re using each day.  When your smart meter sends half-hourly readings, we can show you a half-hourly breakdown of your energy use on the “Usage” pages of your online account and app. This is a really helpful tool to help you reduce your usage.   With half-hourly readings you’ll also benefit from great add-ons, like Power Move, Beyond, and Charge Anytime. If you’ve recently signed up to OVO, but have a smart meter installed by another supplier, your meter may be sending monthly readings. If it was installed by OVO, we would’ve asked you how often you wanted your meters to send readings. This preference can be changed at any time. How to change your reading sche

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Ben_OVO
Community Moderator
E
Carbon Cutter***
Elwell1624Carbon Cutter***
Posted in My account
Huge drop in usage since a smart meter was installed? Were we overcharged before?

We have been complaining to OVO for months about how much we have been charged for our utilities - £292 month and the amount they say we were using crazy.  We went to give a reading and it was even higher.  So they advised us to wait until our new SMART meter is fitted.  After 3 weeks our usage is at £71 and they have said the readings have been accurate and being sent through fine, but we obviously have to wait another 3 weeks.This is disgusting, there are only 3 people in the property and we are out all day 5/6 days a week, but they argued that the readings were right.  At one point they charged us £700 for a months’ gas usage.  We just want a refund with interest as soon as possible, they have put the account on hold but how long is this going to take as if they don’t sort this out asap we will be reporting it to OFGEM and gain legal advice.

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Abby_OVO
Community Manager
A
Carbon Cutter*****
AnnieSMXCarbon Cutter*****
Posted in My account
Since the price cap change I can't see my app & online usage?

Since the price increases on 1st April my app & online account don't update as quickly as they did before. I know it always does take a few days to catch up after a  change in tariff prices so I ignored it for a week but it still takes until the evening to update the day befores usage & readings a month on. That includes the meter reading which is taken at midnight. Is this just me or did this change on 1st April & meant to be like this going forward?

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A
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N
Carbon Cutter*
nils_aksnesCarbon Cutter*
Posted in My account
THTC meter - Removal Request

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

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Nukecad
Plan Zero Hero
J
New Member***
JonboyNew Member***
Posted in My account
Why do I get estimated readings in my bill when I have a smart meter?

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.

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Blastoise186
Plan Zero Hero
R
New Member*
reannasmithNew Member*
Posted in My account
Historic bills keep changing and random huge Balance Adjustment has appeared with no explanation

Can anyone help answer why my bills keep changing and why I have a huge balance adjustment on my account suddenly? I’ve been paying £75 direct debit for my two bed flat but received an email recently telling me it was going up to £452 a month.  Shocked, I logged into my account to find all my bills from February were £300+ even though I could swear it was only recently I was in credit.  I’ve checked back on my emails and as recently as May I was £95.62 in credit.  I logged on to check my bills again today and now they’ve all changed again, dropping to around £150 a month but I’m still in a similar amount of debt because there’s a new Balance Adjustment for £975.58.  There’s no details about what this balance adjustment is or a breakdown at all and no explanation for why all my bills are now different again.  I phoned the support team who said it’s something to do with SSE but they couldn’t give a breakdown either and simply offered to reduce my direct debit by 15% which is still extort

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Emmanuelle_OVO
Community Manager
C
New Member*
CrownjoolzNew Member*
Posted in My account
My gas supply is capped - Who's responsible for the meter?

My local area had its gas supply upgraded by northern gas from old pipes to new and when they did this they ran new gas pipes up to every property and capped them. If you used gas they attached your meter and everything was uncapped and back to normal. We do not use any gas in our property so our supply is capped outside our property to an empty white box. we still have the meter we always had inside the property but its not connected to a supply or any appliances (ie cooker, heating) it just sits there doing nothing. i spoke to someone at Ovo and they wanted £80 to remove it even though it’s not connected to any supply, so we left it in as the standing charge is about the same. We are at the end of our contract with OVO now and we will save money if we change supplier. My questions are....do I still have to pay for both gas and electric with the new supplier? Who does the redundant meter belong to when we do change?

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Chris_OVO
Community Moderator
L
Carbon Cutter*
LeonsteCarbon Cutter*
Posted in My account
Billed Under Wrong Apartment for a Year – Need Urgent Help

Hi everyone, I’ve just discovered that I’ve been paying OVO energy bills under the wrong address/account for the past year. My actual flat is Apartment 13, but the account I’ve been paying for is Apartment 14. I always found my bills unusually high—even when I was away from the flat for a whole month with everything switched off. Today I noticed there are two account numbers linked to Apartment 14 in my OVO app, and none for Apartment 13, which confirmed my suspicions. Has anyone experienced something similar? What should I expect from OVO in terms of resolving this and possibly getting a refund? Any advice would be really appreciated! Thanks in advance!

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Emmanuelle_OVO
Community Manager
B
New Member***
BristolMattNew Member***
Posted in My account
Why am I now being sent and how can I stop receiving paper statements?

I seem to have started receiving paper statements all of a sudden, which I really don’t want. Please can you let me know how to switch these off?

73265
BPLightlog
Plan Zero Hero
L
Carbon Cutter*
lob184Carbon Cutter*
Posted in My account
I've got a 2 phase setup with 2 economy 7 meters fitted - How can I enter the meter readings as one night reading never changes?

My elderly parents have a 2-phase system with 2 economy 7 meters fitted.Phase 1 bills both day & night units and phase 2 bills night units only.I cannot get OVO to understand that the day units on phase 2 will always read 1 because this is a night only meter.When I provide meter readings they are rejected because the system is expecting a value greater than 1 on the day reading.OVO sent a meter reader earlier in the year and he did not understand that the reading was only 1.I have tried without success to get OVO to understand and act upon this difficulty and so I am hoping that members of this forum may be able to give me some advice.

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J
Carbon Cutter**
S
Carbon Cutter*
simongreen2Carbon Cutter*
Posted in My account
I've had 2 emails about my direct debit both of different amounts for the same account. How can I find out which ones correct?

I've had 2 emails about a direct debit both of different amounts for the same account. How can I find out which ones correct?

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Abby_OVO
Community Manager
I
New Member***
ic31420New Member***
Posted in My account
How do I get a refund from OVO when my account is in credit?

My balance is around £400 in credit, my annual usage is around £1000.My most expensive winter bill was less than my monthly DD.Why do you refuse to refund?  Cancel That... Ive just persuaded it to give me £300 back

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T
Carbon Cutter*
M
New Member*
MBTNew Member*
Posted in My account
OVO have sent an email about my Direct Debit - Why are you increasing my monthly payment when I’m already in credit?

HiHas anybody else received an email proposing an increase in Direct Debit on a fixed rate deal with 14 months to run

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waltyboy
Plan Zero Hero
J
Carbon Cutter*
JoE.Carbon Cutter*
Posted in My account
Can I get a copy of the information OVO hold about me?

Can ovo send me an email with all the details of when I set up the account in the first place.  And also the signature that I signed to set up the account. 

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Blastoise186
Plan Zero Hero
T
New Member*
TheroninhunterNew Member*
Posted in My account
Using gas whilst away, how is this possible?

So whilst i was away the My OVO app showed i was burning 30p a day of gas. Now i use NEST so i turned the thermostat to off before going I have no other gas appliance so unsure what to-do, i have OVO smart meters so could they be sending false data?

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Emmanuelle_OVO
Community Manager
Firedog
Plan Zero Hero
FiredogPlan Zero Hero
posted in My account
How is the FAC calculated?

[FAC = Future Annual Consumption. It has other names, but it’s a figure used by the Direct Debit calculator to determine a predicted cost for the period it covers. It’s akin to the EAC, a figure determined by the energy industry and made available to comparison sites, so they can all calculate annual costs on the same basis. OVO publish the FAC for an account on the Plan page in a browser, but it doesn’t seem to appear anywhere in the app.]  This question has been exercising me ever since my SMETS1 meter was exchanged for a SMETS2 model in 2023. Nothing I read anywhere could explain the odd FACs I was seeing. I eventually discovered that, despite what the documentation says, all historic data preceding a meter exchange (MEX) are discarded. The FAC is then calculated on the basis of actual consumption and a notional figure (the EAC) provided by 'industry'. That notional figure is also allegedly based on a nominal starting value, adjusted periodically for actual consumption. This just di

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Firedog
Plan Zero Hero

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