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Get help here for your OVO account, your switch, and your supply

1555 Topic threads
R
New Member*
Ralph_PorterNew Member*
Posted in My account
Why can't I login to my online account or on the OVO app?

Is the web service currently down or experiencing problems, unable to access my account details / enter meter readings etc.

1212360
Emmanuelle_OVO
Community Manager
O
Carbon Cutter***
Ovo_userCarbon Cutter***
Posted in My account
Is there no longer a confirmation email after paying bill by card?

I used to receive a confirmation email after paying the energy bill by card. However, I am no longer receiving this email - didn’t get it for the past 4 payments at least, so it’s not a temporary issue. I can see the payment correcly listed in the current billing period, showing that it went through, but no email (also checked the SPAM folder). A previous answer to this topic mentioned the communication preferences set in my account, but there’s nothing there about these emails, and I do get all other emails by OVO. Any idea why this happens? I’d really prefer receiving an immediate card payment confirmation to avoid problems.

1427
Abby_OVO
Community Manager
E
New Member***
Eco GeekoNew Member***
Posted in The Archive
Can you supply a three phase smart meter?

I have a three phase supply to my house. All phases are in use. One phase for ground source heatpump the other two provide power and light. Can you supply a three phase smart meter?

9959156
L
OVO Staff
B
Carbon Cutter***
berwyn4Carbon Cutter***
Posted in My Pay As You Go account
Blank prepayment meter due to power cut

Hi.There was a power cut on the 24th of December. When the electric came back, the meter screen was illuminated but blank. There was £228 credit in there at the time. Usage is apporx £8 p/w. New smart prepayment was due to be fitted today, but unfortunately the engineer couldn't transfer the credit from old meter directly to the new one as he doesn't know how much is in there. Ovo are supposed to phone to say how much would be put onto the new meter. My question is, how would Ovo know how much credit to move from the old non smart meter to the new smart meter? Basic working out would be around £172 remaining in it.The engineer has rearranged the fitting until later this month so ovo have time to call and say how much will be added onto new meter. Thanks 

21110
B
Carbon Cutter***
Transparent
Carbon Catcher***
TransparentCarbon Catcher***
Posted in The Archive
Who owns what? - Your guide on cut outs, meters, fuses and who's responsibleTutorial

Updated on 07/12/23 by Emmanuelle_OVO: We’ve got an introductory guide to who to contact for each part of your meter and related equipment:  Need to book an appointment with OVO for a maintenance job or engineer appointment, check out this topic for job list and prices: For a more technical breakdown check out the user guide made by one of our Community Members below 😊 .The Meter Operation Code of Practice Agreement (MOCOPA) is between the UK’s Energy Suppliers and the Distribution Network Operators (DNOs).The Agreement includes a document which classifies the way in which faults and non-compliances can be identified. It is well written, with numerous photographs.It includes this excellent diagram, showing who is responsible for what in the area of your electricity meter:The Agreement identifies faults with the Distribution Board (DB) equipment, which are the responsibility of the DNO. These are divided into three broad categories:A: Emergency. A life threatening situation and requiri

1418955
Abby_OVO
Community Manager
A
Carbon Catcher*
awills61Carbon Catcher*
Posted in My account
Does OVO have fixed rate plans for THTC meters?

I’ve had two emails from OVO either ha able subject. When I click on the link I get taken to a page that says ‘Thank you for being with us. We don’t have a fixed rate plan at the moment’. I guess the marketing department are having issues. 

83525
Firedog
Plan Zero Hero
R
Carbon Cutter****
RW1987Carbon Cutter****
Posted in My Pay As You Go account
Pay As You Go Final Bill claiming I owe £1000 and OVO refuse to let me complain

Hello, I was moved to OVO from SSE.Pay as you go. I built up some standing charge debt which OVO took approx 80% of every top up I made (which made trying to keep my home warm during the winter impossible!) I tried to get the % of each top up they took lowered, however, they would claim they had done it on the telephone, but didn’t. i did a web chat on several occasions, asked to complain and was told “you can’t complain, it’s debt” and they would end the web chat on me. I paid off the debt and transferred to another company. i received my final statement from OVO, keep in mind I was pay as you, and they claim I owe them £1000, saying in one month my gas consumption alone was £614. i was on pay as you go, I was unable to use gas I did not top up my meter to use. My standing charge debt I had run up was paid off before I left, but they claim this debt on my final statement is actually gas consumption. i have tried to complain again about this and get it rectified, but they constantly tr

178545
Blastoise186
Plan Zero Hero
K
New Member***
KarenzajdNew Member***
Posted in Switching suppliers and moving home
I've moved into an OVO supplied property and signed up - Why can't I get access to my account?

I completed the moving in registration over a week ago and never received any confirmation emails from OVO. The property is already supplied by OVO so does not require a transfer period. I completed this form again today in the hope to get some light of account set up and meter readings put in.  I have also tried to login and it lets me set my password but once logged in, it says a problem has occured or they cannot find my details.   I need access to an account to put in meter readings and pay, however I do not understand why this is an impossible task and I have double checked my emails and junk folder and received no communication.

141986
Chris_OVO
Community Moderator
A
Carbon Cutter****
AngryOVOCustCarbon Cutter****
Posted in My account
Why have Standing Charges also increased so much with the Energy Crisis?

Ovo increased their electricity standing charge massively in April. I have asked them to itemise what the Standing Charge covers and then justify the increase - they are refusing to do this.The Standing Charge should relate to the actual cost that Ovo has delivering electricity to your home. Those costs did not substantially increase in April.Wholesale gas price rises meant that the unit cost of electricity went up but that should not have affected the Standing Charge.Ovo have just taken the maximum that Ofgem allow the Standing Charge to be decided to charge it.You can try to avoid unit costs by cutting back on usage, but you cannot avoid the Standing Charge.Customers need to band together and get them to justify the increase.

329390
Firedog
Plan Zero Hero
O
New Member***
Osprey1New Member***
Posted in My account
Delay in setting up my Smart Export Guarantee (SEG) account - am I missing out on generation when the sun is out?

We had our solar panels fitted at the end of June. Sine then, despite six or seven emails to the FIT Team, all of which generate an automated response promising a reply within five working days, I have heard nothing. So much of the wonderful sunshine of the past few weeks is going to waste or certainly not going to my bank account. So almost two weeks ago I registered a complaint with OVO which resulted in me being informed of….guess what? You guessed it, they’ll aim to reply within five working days!!! Still heard nothing from them Absolutely shocking service from a company we have been with for a few years now and previously rated very highlyI would be soooo grateful to hear if anyone else is being ignored in the same way? 

2767114
Emmanuelle_OVO
Community Manager
S
Carbon Cutter*
Steve-oCarbon Cutter*
Posted in My account
Asbestos backboard removal- Who's responsible?

Hi everyone. Has anyone been through the process of having their electricity meter successfully removed from an asbestos backboard, in order for both to be replaced?  A little context. We have an older style meter which has developed a fault (the readout has gone blank). We’ve had a smart meter installation aborted twice in the last few years with quite vague explanations as to why and no follow up. The fault in the meter has now thrown up some answers as to why the installs were aborted, but having reported the fault, we’ve been sent back and forth between OVO and Scottish and Southern with no one wanting to help or offer advice.  What is the process in these circumstances? I know the backboard is our responsibility but I can’t imagine anyone wanting to deal with the meter without the consent of the DNO? Any help would be muchly appreciated.Steve-o.

335774
juliamc
Carbon Catcher***
T
New Member*
TinkNew Member*
Posted in My Pay As You Go account
smatt metrr top up

Evening everyone im unable to top uo electric on my smart meter under maintenance i only 1 pound on and emergency used will it go off please

512
Ben_OVO
Community Moderator
H
Carbon Cutter*
hucknalldfCarbon Cutter*
Posted in My account
Tesco offer - When will I receive my points?

Hi all. Has anyone signed up for the Tesco offer but not received their Clubcard points?I moved to Ovo in Sept 24 and signed up for this offer. Both my smart meters sent in readings in early October, but a couple of weeks later I received an email saying that I didn’t qualify as I hadn’t got a smart meter! After a call to customer services, they agreed I had, but said they’d moved my meters to daily readings (which I thought I’d already done). I presumed this action would “generate” my points, but nothing doing as yet.Just be interested to know any thoughts or similar experiences?

59215
B
Carbon Cutter****
weedug
Carbon Cutter***
weedugCarbon Cutter***
Posted in My Pay As You Go account
Meter saying 'Call Help'- Off supply on a Sunday

tried tobregister new ovo card on gas meter, came up with CALL HELP….I did this at 11.35am only to be told I had to wait till my credit went down to 99p, rang again at 2pm they said an engineer would be out in 4 hours, now 9.15pm no engineer or call, no heating can't make hot food, breathing is suffering,  no priority number to call, have emailed complaining to them, no doubt like today will be fobbed off, think its disgusting you can't get a human on a Sunday night

17949
S
Carbon Cutter*
L
Carbon Cutter*
l_scattergoodCarbon Cutter*
Posted in My account
Why such a large increase to my recommended Direct Debit?

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. . Don’t they realise I will simply switch back . Lol  

10590336
Emmanuelle_OVO
Community Manager
F
New Member***
fun2funkyNew Member***
Posted in My account
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!

5087193
Abby_OVO
Community Manager
C
New Member**
CarlyatkinsonNew Member**
Posted in My account
How do I find out my OVO account number?

How do I find out my account number?

1887545
Blastoise186
Plan Zero Hero
K
Carbon Cutter****
KatebrookCarbon Cutter****
Posted in My Pay As You Go account
I'm PAYG & off supply- Engineer didn't show

Gas top up card stopped working at the paypoint, phones customer support, they gave me a code, wait 2 hours and get new card,.. Nearest place with any cards was 45mins walk,  off I go, gets there code wouldn't work,  fones back, gets new code,.. Goes back to shop that one didn't work.Fones back up they said they had booked an engineer for between 8pm - 11pm,... Its now 1.10am and guess what? Engineer hasn't turned up.Im Cold, ( no Heating), I'm tired, I've no hot water, it's a gas cooker,..and a gas fire, I'm not impressed.. going to be fun trying to get the kids ready for school in morning.Will I be charged for this engineer, even though he didn't turn up?? 

30927
K
Carbon Cutter****
C
Carbon Cutter*
cyrustom
Posted in My account
High gas bill is meter set to imperial?

Hi All,I've recently swapped to OVO due to having an electric car. Everything been running fine until I saw my gas bill (which isn't great normally). I jumped from an average of about 70-80kw a day to 200kw randomly and about 1800kwh total for a 9day period.When I first swapped I was told I didn't have a smart gas meter (which I do) -then told it wasn't communicating correctly....and then told it was .I checked the app and for the period 28th jan- 6th Feb my readings were : 670 and 728 respectively which equates to 58units. I've calculated this to about approximately 660kwh for this period. I believe when ovo are calculating they are using imperial units as this would make sense why my total is 1800kw for this period. It appears the first smart reading they took was on the 28th when the issue began.I've spoken to customer service who genuinely didn't understand what I was talking about and refused to calculate. Are the staff not trained on this or was I unlucky? The lady offered me 30

1519
Ben_OVO
Community Moderator
M
Carbon Cutter****
mquinnCarbon Cutter****
Posted in My Pay As You Go account
Debt repayment whilst running on emergency credit?

Do I repay a gas debt and standing charge whilst running on emergency credit 

36846
Ben_OVO
Community Moderator
M
New Member***
Mousey6New Member***
Posted in My account
When does OVO start charging for paper bills?

When does Ovo start charging £1.50 for paper bills as I can’t see it being added on my January bill? Thanks  Sue

1961
Blastoise186
Plan Zero Hero
K
Carbon Cutter*
kkvasanCarbon Cutter*
Posted in Switching suppliers and moving home
No progress in meter reading dispute, poor customer support

Dear Ovo Team,  We started our contract with OVO on 23-11-2022 and the initial reading sent was 69108 taken on 25-11-2022.  However, the last reading updated on your system shows 63871. We moved into this apartment on 28-10-2022 and the reading was 68719, again confirmed by our lending agent. (At the time we were with SSE). There is a discrepancy of around 5000 units for which we are not liable and but we were charged with November bill which became as £1936.09. I have contacted Ovo several time during december and january, they never takes action, just give me promises.  After many calls and emails, they told me they are opening the meter reading dispute. I waited for a long time but didn't get any response. Then I again sent an email, and I got a call back from them, saying they will open a meter reading dispute and this time I got confirmation through email. Even though 12 weeks have passed, I didn't get my meter reading corrected or gotten any response from them.  Vasan

157137
Chris_OVO
Community Moderator
M
New Member***
Micky180New Member***
Posted in My Pay As You Go account
Scheduled payment on PAYG- Is this an option

Hi I am trying to setup a schedule weekly payment on payg meter why can’t I do it

853
Ben_OVO
Community Moderator
C
Carbon Cutter*
CC89Carbon Cutter*
Posted in Switching suppliers and moving home
I'm new to OVO and need help creating an account

I have moved to a home which was supplied by OVO. I received a letter with my account number but when I try to set up My OVO, I get an error that my information is incorrect (I think I know what my birthdate is so not sure what OVO’s problem is).I have tried calling you - 45+ mins waiting time with no luck of speaking to one of your reps;  I tried chat - number 160 in the queue so maybe I’ll be able to speak to someone by 10pm this evening?; I would love to get back to my previous supplier once I sort this nonsense out, their customer service was brilliant. So please someone let me know how I can set up an account, I pay you for my first month and I leave you ASAP and go back to Octopus. 

50110
Ben_OVO
Community Moderator
A
Anonymous
Posted in My Pay As You Go account
Are there different tariff options if you're PAYG?

Hi,Can someone tell me or give a link to OVOs payg tariffs. I'm only looking for a single tariff and not an e7 etc. When I look at Renew Your Plan, there is no option to select payg. Why is this?Thanks

1889
A

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