OVO Energy - Avoid!

Beancounter

I recently made the mistake of joining OVO for my energy. Having only been in the property a few weeks we were unaware of the fact our Electricity meter was running backwards due to solar panels being installed, this only became apparent after getting an opening meter reading for OVO.

By that time it was too late to stop the switch from BG but I called OVO and they said that they would change the meter and made an appointment for 2 weeks on charging my £30n which I was not to happy with,

The day of the appointment came and noone showed up. I called to enquite and was given an apology but no explanation as to why there was a no show. The appointment was rescheduled for 2 weeks on.

1 week later I received aDM on Twitter stating " Our contractor has informed us that due to a high work load, they will be unable to attend your property on the requested date." After much moaning from me this was rearragnged for 2/9/15.

On thta day my wife took another day off work and again, no show. She called them and she was told it was arranged for the 3rd not the 2nd. This despite me having this appointment in writing from them.
It was then rearranged for the 23rd. Lo and behold I then came home from work on Thursday lunchtime to a card from SSE saying they had been here to fit a new meter.

I have now been trying to get answers from them on Twitter but they seem to delete any negative tweets.

I really cannot get over the incompetance of this lot, they may be cheap but god help you if there is a problem.

poppellerant

Doesn't really sounds like OVO's fault to me, more like the company who install the meters on behalf of OVO.

Beancounter

poppellerant wrote: »

Doesn't really sounds like OVO's fault to me, more like the company who install the meters on behalf of OVO.

They did not give me a reason for the first no show and then booked the 3rd appointment for the wrong day so I make them just as culpible as the installation company.

You would think that a meter going backwards would be changed quite quickly, this has taken 10 weeks so far.

Sterlingtimes

poppellerant wrote: »

Doesn't really sounds like OVO's fault to me, more like the company who install the meters on behalf of OVO.

This is not an excuse. Ovo must take full responsibility for the wrongs of their subcontractor. This is how contract law works.

Sterlingtimes

Also if they give you meter with export reading capability, this is the stet email concerning export payments.

Hello Mr Sterling,

Thank you for your email. Yes you will now receive metered payments as opposed to deemed. The purpose of the smart meter is to gain accurate readings so that you are billed accordingly, and furthermore in the case of your Feed-in Tariff that you receive a payment that is representative of your actual generation.

It is an Ofgem requirement that we take an export reading if there is an export meter. I think if you take a generation reading from today and compare it to you export reading at the same time you may find the export is higher than the 50% estimate. If that is the case then certainly you would be better off as metered export. Nonetheless we are required to take an export read.

I hope this answers your query.

Kind regards
L

Two star accreditation - Best Companies 2014

Ovo Energy
1 Rivergate
Temple Quay
Bristol
BS1 6ED

Sterlingtimes

Generally, I see Ovo using subcontractors that are obviously not tightly managed by Ovo.

I have had emails concerning the smart metering where the correspondents talk about speaking to Ovo. Clearly, I am not talking to Ovo.

Ovo should negotiate service deductions with their subcontractors such as Siemens where there is a charge for a "no show". This should be passed on to the customer.

System

I returned to Ovo 3 months ago. My latest experience has been very poor: a failure to take any action to initiate a gas transfer followed by corrupt* billing. I just wonder how Ovo is going to cope with a mass roll-out of smart meters?

* new account was corrupted by old account leading to billing errors.

Linhurst

I joined Ovo Energy in April 2014. I have been very pleased with their website, interest on credit and customer service but I could save money by leaving (currently £12 a month). Before joining I switched suppliers at least once a year.

Better Energy Fixed (all online) appears to be fixed for 1 year from when you join. The no exit fees apply if you leave OVO to change to a new supplier. Ovo Energy explained to me that the price Ovo pay is fixed at the start of your contract.

It appears you cannot change to cheaper OVO rates so take care when comparing to use the rates you are paying. My statement states clearly I am on their cheapest tariff but this does not consider the cheaper rates open to new customers.

I have copied the following from the Ovo Energy web site:

"If you wish to downgrade or switch mid-contract, OVO will not offer the online account management discount. This is called ‘tariff hopping’, and isn’t allowed according to our Terms and Conditions."

My conclusion is that ‘tariff hopping’ is only possible by leaving OVO to change to a new supplier. Leaving is the only way to take advantage of the lower rates that are currently available. The above system would appear to work when prices are increasing but does not appear to encourage people to stay when prices are falling.

System

Linhurst wrote: »

I joined Ovo Energy in April 2014. I have been very pleased with their website, interest on credit and customer service but I could save money by leaving (currently £12 a month). Before joining I switched suppliers at least once a year.

Better Energy Fixed (all online) appears to be fixed for 1 year from when you join. The no exit fees apply if you leave OVO to change to a new supplier. Ovo Energy explained to me that the price Ovo pay is fixed at the start of your contract.

It appears you cannot change to cheaper OVO rates so take care when comparing to use the rates you are paying. My statement states clearly I am on their cheapest tariff but this does not consider the cheaper rates open to new customers.

I have copied the following from the Ovo Energy web site:

"If you wish to downgrade or switch mid-contract, OVO will not offer the online account management discount. This is called ‘tariff hopping’, and isn’t allowed according to our Terms and Conditions."

My conclusion is that ‘tariff hopping’ is only possible by leaving OVO to change to a new supplier. Leaving is the only way to take advantage of the lower rates that are currently available. The above system would appear to work when prices are increasing but does not appear to encourage people to stay when prices are falling.

The above is now reflected in the CEC listings. Ovo now requires customers to switch away for a minimum of 3 months before they switch back without the loss of the online discount. If I was their CEO, I would asking my team whether it is worth losing a paying customer who might leave and switch back after 3 months at a cost of a £60 introduction fee (£30 to CEC and £30 to the customer) plus the staff costs associated with 2 switches.