Ovo Energy Switching Problems

macman

I've received a similar request just a week after entering the initial readings. When entering the gas reading, I was asked 'are you sure, that is very high?' (it wasn't).
EDfFs final bills have also been received by post and are correct-strangely I can still access my EDF account nearly a month after switching.

Robwiz

It took a few weeks from the email telling me I would be receiving my welcome pack before it arrived. At first, there was something slightly odd about the Ovo website – it showed a sort of flow chart of the progress of my transfer and I couldn't access my account details. Shortly after giving my first reading and supply started everything was fine.

I have changed my direct debit and it took a few days to receive an email confirmation. Otherwise entering regular readings and direct debit payments have all been very smooth. My feeling is that it would be very difficult to run up a surprise large bill with Ovo as their system requires regular readings to be submitted.

The Ovo website provides comparisons of my consumption with averages for 'similar' properties.

fishbrid

Apologies if this has been mentioned before - I skimmed through the posts and couldn't see anything like this.

I'll be on holiday at the time my switch is due to take place so I put in readings a few days before, then I got an email prompting for my readings. In fact I needn't have worried because the readings can be a few days either side, but at the time I decided to contact Ovo just to notify them. I came across this message:

"if you end up contacting our friendly team, we might have to pop you on to our full-service Better Plan (and you’d lose your discount)."

This threat disguised with jollity is a real deterrent to asking for help, and doesn't suggest customer-friendly service to me. Has anyone else had experience of this?

rockm87

Im having similar problems switching from British Gas to OVO.

I received an email saying they need to get information on from me rather than speaking to british gas

2010

It seems these smaller energy companies have come onto the market offering cheaper prices but without being really prepared for the influx of new customers.

OVO_Energy

Hello everyone,

We're really pleased to see all this information being shared!

Macman, Brewerdave, 2010 and rockm87 - if you would like us to investigate your account please could you email us at socialmedia@ovoenergy.com? We would need the email to be sent from the email address registered to your OVO account and to include your full name and account number. Thanks!

Robwiz - you are able to access the full My OVO site and phone app once we have received the confirmed opening meter reads and produced your first statement. We're glad to hear that the switch has gone smoothly for you

Fishbrid - we really don't want you to be scared. If something is not working please do contact us! We have passed your feedback onto the team and we will look at revising the communication. We do apologise that it sounded intimidating.

We hope this message helped and that we haven't missed anyone - let us know if we have and we will be happy to help!

Thanks - OVO

madmum33

Something seems to be stuck with my switch..... everything seemed to be going well, I gave my final readings to OVO at the end of March for my switch date of 02/04, I had my final bill and refund from EDF 2 weeks ago, but my Ovo online account is only showing my gas readings.

brewerdave

I've emailed as above - can't understand why the OVO website is not showing my opening reads as they must have been externally verified to show on the EDF final bill (I didn't give EDF the readings):(

brewerdave

I have just received the following from OVO, which explains my query re opening reads.Hope it helps anyone else wondering!!


" I have taken a look into your account and I can confirm the following. The opening meter readings which were provided on the 26th of April have just been validated by the third party. They will be used to start your gas and electricity account. As soon as we have generated and sent your first statement, your opening meter readings will show on your My Ovo.

The customer on boarding process takes up to 6 weeks and the validation of the opening meter readings is part of this process. Although we have received the opening meter readings, they won't show on your online account just yet. They will show once the on boarding process is completed –this will be when we have sent over your first statement. Looking over your account you should receive your first statement in just under two weeks from now."

System

brewerdave wrote: »

I have just received the following from OVO, which explains my query re opening reads.Hope it helps anyone else wondering!!


" I have taken a look into your account and I can confirm the following. The opening meter readings which were provided on the 26th of April have just been validated by the third party. They will be used to start your gas and electricity account. As soon as we have generated and sent your first statement, your opening meter readings will show on your My Ovo.

The customer on boarding process takes up to 6 weeks and the validation of the opening meter readings is part of this process. Although we have received the opening meter readings, they won't show on your online account just yet. They will show once the on boarding process is completed –this will be when we have sent over your first statement. Looking over your account you should receive your first statement in just under two weeks from now."

There is a flaw in this arrangement which has become all too apparent with my switch to Ovo. If the losing supplier issues a Final Bill before the opening meter reads appear on the gaining supplier's web page then it is difficult for a customer to check that all parties have their proverbial 'ducks in a row'. I assume that the new and old suppliers have to agree the meter reads so how is it possible for the losing supplier to issue a final bill before the moderation process has been completed?