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Erroneous Transfers

Been switched by mistake? Find out what could’ve happened, and what’s next.

What's an erroneous transfer?

An erroneous transfer is when an energy supplier tries to take over a gas or electricity supply by mistake. 

This can happen for a number of reasons:

  • Your details have ended up with the energy supplier by mistake – this is more common if you live in a flat or new-build.
  • Your meter details are incorrect on the national database that all energy companies use.
  • There’s been a human or systems error at the energy company.
  • You have related supplies and the new supplier has only taken one.
  • In very rare cases, your details may have been used fraudulently to apply for a switch.

As a customer, you’re protected by the ‘Erroneous Transfer Customer Charter’, which all energy suppliers need to follow. You can read more about that here, or keep reading for more information on what we’ll do to help you. 

What happens during an erroneous transfer?

The simple answer is that we’ll work hard to get it sorted out for you as quickly as possible. In a bit more detail:

  • You need to tell your old and new supplier that you think you might have been switched by mistake.
  • They – or we – should say sorry and make the next steps clear.
  • You’ll likely have to confirm some information so we can make sure we’re taking the right steps.
  • Then we’ll do our best to switch you back to your old supplier. This usually takes around 12 weeks but it can take longer.
  • Your old supplier will bill you for the energy you use while we get your supply back to them, just as if nothing had happened.
  • If you’re coming back to OVO, we’ll bill you as if nothing has happened, and you won’t get a bill from the other supplier.
  • If you’re actually quite happy to be switched, that’s fine too – but do tell us when you first get in touch, so we don’t start the process to switch you back to your old supplier.

How long does an erroneous transfer take to sort out? 

It depends on the circumstances. If you want to switch to OVO, but we’ve taken over the wrong supply, it may hold up your switch for as long as 4-6 weeks after we’re told about it. 

If you didn’t ask to switch to us, or if we’ve made a mistake while cancelling your transfer, we’ll start switching your supply back to your previous supplier as quickly as possible – usually within 25 days. However, it can take as long as 10 to 12 weeks, and in some cases longer.

Related FAQs

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Joining OVO? Or thinking of switching? Lucky us!

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Understand your rights if you want to switch supplier while renting or in debt

Who do I pay for my energy while an erroneous transfer is taking place?

Your chosen supplier, as normal. We’ll take care of the financial side of things between us and your chosen supplier – and you should never end up out of pocket.

 

What are MPANs and MPRNs?

An MPAN (Meter Point Administration Number) is the number that identifies your electricity supply. The MPRN (Meter Point Reference Number) is the same thing, but for your gas supply. These numbers allow energy companies to identify your home.

When you join OVO, we ask you to check these numbers before your cooling-off period ends. That’s to make sure we take over your home’s supply – and no one else’s. 

where to find your electricity mpan

How do I find my MPAN and MPRN? 

You’ll find them on a bill from your old supplier. If you can’t find them,  call your old supplier, or call 0800 5999 440 with your MSN (Meter Serial Number) to hand. Alternatively, you can contact your District Network Operator to find out (you can check which one covers your area here). 

What should I do if my details don’t match up?

Please let us know right away by calling 0800 5999 440.

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Credit Checks

Find out about how we use credit checks, and how your information will be used.

Switching plans

You can switch plans, however, there are some things to note.

O​VO​ Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879

Additional terms and conditions
Please see below for full terms and conditions on 33% renewable electricity, 3-5% interest rewards, exit fees and saving claims.

 

1Monthly cost - Representative monthly direct debit costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying in advance by direct debit, including online discount.  All rates correct as of 20/3/2018, but may go up or down.

2Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas).  All rates correct as of 22/11/2017, but may go up or down.

3Pay Monthly Savings claims: Saving based on the estimated annual cost of Simpler tariff for a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying monthly in advance by direct debit, including online discount. Comparisons made against the average of the Big 6 standard variable tariffs with equivalent features. All rates correct as of 20/3/2018.“The Big 6” are British Gas, Scottish Power, SSE, Npower, E.ON and EDF.

4Pay As You Go Savings are based on the average estimated annual costs for new PAYG OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location. 

We include almost twice as much renewable electricity as the national average: At least 33% of electricity in all of our tariffs comes from renewable sources. The national average, according to Ofgem as at March 2014 was 16.7%. For more information please visit this page.

33% of your electricity comes from renewable sources: 33% renewable electricity as standard as of 1st April 2015. Renewable electricity is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

OVO Interest Rewards: Interest Rewards are paid on credit balances of customers paying by monthly Direct Debit. It is calculated at 3% in your first year, 4% in your second year and 5% in your third year (and every year thereafter) if you pay by Direct Debit. Interest Rewards are paid monthly based on the number of days you’re in credit and the amount left in your account after you’ve paid your bill. Full terms apply: https://www.ovoenergy.com/terms

95% of new customers save when switching to OVO: Savings based on the average estimated annual costs for all new OVO customers quoted through the OVO website, compared to their current supplier and tariff. Comparisons taken between 01/05/2016 and 11/10/16. Incl VAT.

94% of surveyed customers would recommend us: OVO conducted a survey of their customers in between 1st January 2016 and 15th April 2016. Out of 15,312 customers who responded, over 94% rated OVO 6+ when asked 'how likely would you be to recommend us to a friend and family, on a scale of 1 to 10.

uSwitch's Energy Supplier of the Year 2017: OVO energy was voted and awarded  'Energy Supplier of the year' and best for: Overall Customer Satisfaction, Most Likely to be Recommended, Value for Money, Best Deal for You, Customer Service, Billing Services, Energy Efficiency, Meter Services, Online Services, Green Services and Transfer Process. OVO Energy scored a 96% customer satisfaction score.

* EV - Everywhere, full terms and conditions: https://www.ovoenergy.com/ev-everywhere/terms

* OVO SolarStore (Beta), full terms and conditions: https://www.ovoenergy.com/ovo-solar-store/terms

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