Ovo Energy Reviews: Give your feedback

footyguy

sambrookeluned wrote: »

Had to phone OVO today (7/10/17) as not heard anything about switch over to them since I set things in motion in the middle of September. Apparently it somehow got 'stuck'. Having spoken to them they have set up an account and I received email confirming this straight away. However they have set me up on is a different unit price to that quoted on MSE Energy site which is not as good as the deal I transferred on but have promised to honour the Tariffs I was quoted on the MSE Energy site. I should have transferred to OVO at or around the time my present energy deal was due to end on 3rd October, however, this has now left me with paying British Gas standard rate for the next 3 weeks when I should have transferred to OVO at or around the time my present energy deal with British Gas was due to end i.e. 3rd October - not happy about that. Anybody else experiencing this sort of problem?:

Don't worry, be happy!

Hopefully no one else has experienced this sort of problem, because according to BG terms (7.2) as long as the new supplier tells BG within 20 working days (about a month) of the end of your previous price agreement with them, then no change in price should occur (providing Ovo then actually switch you in a reasonable timeframe)
https://www.britishgas.co.uk/products-and-services/gas-and-electricity/our-energy-tariffs/standard/terms.html#content7

If Ovo have now got the ball rolling again, and your last agreement with BG ended 03-Oct-2017, then I see no reason for either BG not being notified (if not already done) within the 20 working days permitted, nor for OVO to not switch you in a reasonable time.

So if Ovo do now act appropriately, and BG do charge you increased prices as you say, here is the BG complaints procedure
https://www.britishgas.co.uk/complaints.html

In the unlikley event that Ovo continue to cause unreasonable delays, here is their complaints procedure
https://www.ovoenergy.com/binaries/content/assets/documents/help/complaints/complaints-procedure-copy_march.pdf

buzzard

After I left Ovo - because of its poor customer service - they sent me requests for meter readings, then bills for energy used after I left, then a threatening letter. The Energy Ombudsman has now ordered them to pay compensation for that.

As a bonus I am now paying less than I would have been paying with Ovo. No need to pay over the odds for your energy AND get rubbish service with it.

markbloke

Incredibly disappointed in their lack of basic customer service since I had their smart meters installed. The gas meter wasn't commissioned properly so isn't sending readings to anything. It's over two weeks since they said they need to send an engineer round (there's no appointment system on offer, they just randomly ring up when they're in the area!). I've had no calls and the only emails I've had are in response to me registering a complaint. The last one was from "Charlotte" who signed herself off as "Charles" (I've heard of gender fluidity but not in the course of writing an email)! Meanwhile they've assured me I can always call them with readings from the gas meter (like I could before I took the day off work to have their scrap metal installed).

chib

I've been with Ovo for three years now and find the service to be fantastic. They estimated I should pay around £78 a month but I pay £100 (As we've always done in previous properties) and then lift the positive balance of approx £250 around this time of year for Christmas.

I always made a point of submitting readings when the mobile app or email prompted me, but since getting a smart meter earlier this year we haven't had to.

Alfiesmom

Yes they did credit check on me when i tried to switch to them from BG a few weeks ago, they refused me!

Consumerist

It seems to me that Ovo Energy is more or less liveable-with as long as you never have to involve their incredibly obtuse "Customer Service". That is certainly my past experience of them.

markbloke

Consumerist wrote: »

It seems to me that Ovo Energy is more or less liveable-with as long as you never have to involve their incredibly obtuse "Customer Service". That is certainly my past experience of them.

...and pretty much the bulk of all companies these days. What a shame.

Roosty

I started to switch to Ovo on 14/09/2017 & it has still not completed. Gas has moved but not Electricity. Also the closing meter readings for both Gas & Electricity from British Gas, are not the opening meter readings that Ovo are using eventhough I gave meter readings to both companies when asked. I have spoken to Ovo customer services and they have told me that they cannot change the opening meter readings for either Gas or Electricity eventhough Electricity has not switched yet. I have switch energy companies many times and never had these problems before. As it stands I would rate Ovo as poor & not recommended.

Consumerist

Roosty wrote: »

. . . I have spoken to Ovo customer services and they have told me that they cannot change the opening meter readings for either Gas or Electricity . . .

What that really means, I think, is that their Customer Service staff are so incompetent that their system dare not let them loose on customer billing issues.

As I understand it, the receiving supplier has the responsibility of ensuring that opening & closing readings are consistent with each other.

You may not get much sense from their complaints procedure until you escalate the complaint to someone authorised to think. Regrettably, it seems to be your only option.

dggar

Roosty wrote: »

I started to switch to Ovo on 14/09/2017 & it has still not completed. Gas has moved but not Electricity. ........

I switched from Co-oP energy about the same time. I am still getting the message that The Elec is waiting to be validated. I've raise the issue with them via email several times.
Their last email mail promised it would be sorted by 7th November.