OVO >>> MyOVO >>> There was an internal server error ... please try again

Sterlingtimes

MyOvo is cureently broken. Does anyone else currently get this error?

I am not permitted to 'phone or email as part of my conditions so I have no way of telling them that there is a fault.

backfoot

No longer a customer but just tried my login details and they worked. The system is working fine for me.

Why do have a condition that says no contact by mail or phone?

Never heard of that and it sounds dodgy to me!

Sterlingtimes

backfoot wrote: »

Why do have a condition that says no contact by mail or phone?

Never heard of that and it sounds dodgy to me!

Ovo offers a discount for the customer not to contact them by telephone or email. Presumably, this is self-funding through operational cost reductions. However, Ovo then fails to learn when something is wrong. I will break the rule and email this evening.

backfoot

I was on their cheapest online tariff for a while and have been previously.

I made contact both by email and phone without a problem.

Are you sure this is an actual condition or an imagined one?

Have you seen this in writing and if so which condition is it? It doesn't even sound legal to me. i.e an Unfair Contract Condition.

Robin9

My MyOVO is fine.

Forget the don't contact by phone or email - that I am sure is intended for normal day to day things like meter readings and not for reporting faults.

backfoot

Robin9 wrote: »

My MyOVO is fine.

Forget the don't contact by phone or email - that I am sure is intended for normal day to day things like meter readings and not for reporting faults.

Customers can phone in meter readings.

Option 2 on their phone line.

backfoot

OVO Terms and Conditions for Online discount are:

6. Online discount
6.1. With all of our Payment Methods, you’ll receive an Online Account Management Discount if you agree to manage your account online.

6.2. If you agree to manage your account online, you’re agreeing that you’ll undertake the following actions:

6.2.1. provide quarterly meter readings only using MyOVO or our automated telephone service,

6.2.2. stop receiving paper bills,

6.2.3. make any changes to your Direct Debit only using MyOVO,

6.2.4. keep your personal details in MyOVO accurate and up to date,

6.2.5. renew your contract using MyOVO (if you decide to renew).

6.3 If you can’t follow the rules in clause 6.2 on a particular occasion for technical or other reasons we agree are beyond your control, we won’t take your Online Account Management Discount away.

6.4. If you’ve agreed to manage your account online but you don’t follow the rules in clause 6.2, we can take your Online Account Management Discount away for future bills.


If the MyOVO system is not functioning, it is not possible to contact them through it, they could not possibly take away your discount.Clause 6.3 covers it directly.

In addition Energy Suppliers have obligations to provide Complaint Processes involving contact by phone or in writing. in this case you have a complaint or enquiry regarding the online system and are entitled to contact them.

Finally , they encourage feedback by email and you could use this to encourage them to mend their system.;)

Sterlingtimes

backfoot wrote: »

6.3 If you can’t follow the rules in clause 6.2 on a particular occasion for technical or other reasons we agree are beyond your control, we won’t take your Online Account Management Discount away.

Thank you, backfoot. Yes, clause 6.3 helps. I did email and MyOvo is working again.



Historic measurement is still non-functional but the day display is helpful.

Regards, Sterling