EDF Internet Access No Go

mechy

:EasterBunHi all. I changed to EDF approx last February. I got a good deal I think, and am happy with my bills, BUT. Like most customors, I have got used to the internet access. To keep a finger on the pulse so to speak! I have tried time & time again to register online. I have asked the call operators etc etc. All I get is, sorry, we are updateing our system. How long does that take. Well taday, I had had enough. After first getting all the apologies from the nice guy on the end of the phone, I told him I had heard it all before. So I wanted to speak to a manager. He rang me back later in the day, I told him I wasnt happy etc, he told me that they were supposed to be going online with the first batch of new customers in January. I said it was a pity EDF didnt tell me this in February, because I would have considered one of their competitors. I didnt know I was going to have to wait for 1 year before I could view my online bills! I told him to log my complaint. & he said he would, but before they would do anything about it, more people would have to send in the same sort of complaint. So if there are any othe EDF customors out there that cant see their bills on line. Please complain to customer services. Unleash hell as Russel Crowe would say!
Thanks:mad:

backfoot

What is the frequency of their paper billing?

Pheebs67

Oh good . . . it's not just me then

I switched from British Gas to cheapen my bills and chose EDF over another provider because EDF stated you could manage your account online etc.

But like you, I can't because they're "updating their system". What the hell is that supposed to mean?

I work in IT delivering projects albeit in financial services and I've never heard of such a large company not providing such a core service to it's customers whilst 'updating'.

I feel like I've been lied to - sold a product which doesn't deliver

What's even worse is that their registration page is still active on their website - so you can spend time filling out all the fields to register - click submit - and only then do you get a silly little message telling you that you can't register whilst they're updating.

What a crock of sh . . . :mad:

mechy

Thanks for the reply Pheebs 67. My description of this part of the service from edf was c..p. I am surprised I havent had any more reaction to this thread than your good self. But I urge anyone reading it with the same experience, please complain to EDF. The other reply I have had asked about my paper bill. I think that is quarterly. But in my opinion I was told I would be getting internet access to my account & I havent got it!

Or am I over reacting.

backfoot

mechy wrote: »

Thanks for the reply Pheebs 67. My description of this part of the service from edf was c..p. I am surprised I havent had any more reaction to this thread than your good self. But I urge anyone reading it with the same experience, please complain to EDF. The other reply I have had asked about my paper bill. I think that is quarterly. But in my opinion I was told I would be getting internet access to my account & I havent got it!

Or am I over reacting.

No I think you are entitled to know why you aren't getting what was advertised.In itself,it's a form of misselling, as clearly it was part of the product that you wanted and expected.

So far,you have just been fobbed off. As there isn't an EDF rep using this site, I would be writing to them again. Tell them you have raised this issue on the MSE Forum and are looking for a substantive reply including a proper timescale for its resolution.Inform them you will be reporting their response.

Also ask them why they continue to advertise features which aren't present? A matter for Consumer Focus/Trading Standards.

*depressed*

xxxxxxxxxx

brightgirl

Richard from customer services states today that problem will be resolved for all customer by December. All we can do is apologise. We will write to you soon.

mechy

backfoot wrote: »

No I think you are entitled to know why you aren't getting what was advertised.In itself,it's a form of misselling, as clearly it was part of the product that you wanted and expected.

So far,you have just been fobbed off. As there isn't an EDF rep using this site, I would be writing to them again. Tell them you have raised this issue on the MSE Forum and are looking for a substantive reply including a proper timescale for its resolution.Inform them you will be reporting their response.

Also ask them why they continue to advertise features which aren't present? A matter for Consumer Focus/Trading Standards.

As I said in my first thread, a manager got back to me after my first call. Basically in his words, edf made a buisness decision, that all new customers would not be able to access the new online billing history untill it was ready. The first batch should be online approx January. All should be transferred by March. Apparently. Now this was the first time I had been informed about this, since I joined in approx February. The 4 or 5 times previous that I had rung up, I was fobbed off the usual line of. "Sorry but you cant access the new system just yet as it is being updated. I accepted this before. What they forgot to add, was that it was going to be out of action for a year!. Thats what I am anoyed at. Now maybe some customers where told this, but I certainly wasnt. & if I had known at the time of decideing which power company to go to, It would have certainly have made me consider a provider that could offer online billing then & not in 1 years time:mad:

dgtazzman

Hmmm, sorry to hear about your problems, I just switched to EDF last month. I couldn't register for their online system, tried for about 2 weeks then just emailed them. Had a nice email back a few days later telling me they'd set up the account for me with the login information, so a pretty positive experience so far with their support, hope it stays that way

glider3560

dgtazzman wrote: »

Hmmm, sorry to hear about your problems, I just switched to EDF last month. I couldn't register for their online system, tried for about 2 weeks then just emailed them. Had a nice email back a few days later telling me they'd set up the account for me with the login information, so a pretty positive experience so far with their support, hope it stays that way

Does your account number start with 777 (new system) or 554 (or something else starting with 5)?

janninew

I joined EDF around 10 months ago and have also had no problems using their online services, I check my balance and submit monthly readings online. I had access to this after being with EDF around a fortnight! I wonder what kind of problems EDF are having if they can't create online accounts for new customers!! I would be calling and asking to speak to somebody more senior, or putting your complaint in writing.