EDF energy - contact problems

ally18

I have had no end of problems with EDF since transfering to them back in Jan. I have given them my bank details 3 times to set the dd up since April and it is still not set up, they won't reply to any emails I send to ask what is happening and I can't get through on the phone at all!!!!!!!

I am so angry about this now that I have sent an email to say I wish to leave EDF to see if they read this one and reply!

HalloweenJack

0800 051 1906

i called them 5 mins ago - after discussions with the wife we have decided to change from OS7 to FSv2 , was allready set to change to fixed 2014 , but she said lets look again next year;

so called them got through in under 5 mins and the change is all sorted - letter to confirm in the next few days.

Brian64

Thanks for the number in your post Jack i just phoned and got answered straight away.told them the problems i had getting through and got an apology and told they have been overwhelmed with calls the last few weeks.

kidohno

EDF are switching to a new computer system which has caused all sorts of issues. Some numbers are jam packed, others you'll get through straight away. One above being an example.

ally18

Rang the above number as advised, got through and was told they would ring me back because they couldn't help me at that time.

Still waiting for the call back 2 days later.

But ...... recd an answer to my email of a month ago (not the recent one sent 7 days ago saying I wanted to leave). According to them my DD is set up but ............... have checked and no it isn't.

This has been going on from April now and I totally give up. I haven't paid them anything since then and I don't intend to until they sort my DD out!

Gareth56

It's now almost impossible to get through to EDF and any promise of a call back is not honoured and basically EDF don't care. I don't really buy their excuse of computer changeover etc as this appalling level CS has been going on too long for that to be the case.

Even emails are now going to take up to 10 working days to respond to, that's a fortnight in the real world.

cardiff_blue

switched to the fixed 2014 deal around same time as you, they have emaile dme asking for my meter readings but im unable to enter them in the website. spent 1 hour waiting to speak to someone, gave up in the ned. sod them.

brewerdave

Had an email this morning from EDF telling me to read my messages on the website re my switch to Fixed 2014.Tried to log in but getting the following message on an otherwise totally blank page !!!:-
"The iView has timed out. There is no cached content to display. Click 'Reload' to retrieve updated content. You may need to wait for the cache to retrieve the content from the source."
Like cardiff blue I had an earlier email asking for elec. meter readings..but even when I logged in successfully it wouldn't accept the readings cos it isn't set up properly yet...as to the gas supply ...absolutely no communication(altho' the account page does say its Dual Fuel).
Beginning to have grave doubts about the decision to switch.:(

peterx

Terrible customer service ,have tried to get through over last week and have had no joy.Tried six times on hold for 20 minutes each time.It's
absolutely impossible to contact them.They have cocked up my direct debit but they used to be the best in the business at customer service.Definitely going downhill.

HalloweenJack

had a long chat with an EDF rep on the phone about accounts and phone etc and here is the short version of what he said:

the quiet times are midday and 3pm.... after 5pm is the heaviest and the system gets swamped -

now as for the weekend shut down - they are migrating accounts (13 digit to 12 digit) - old account to new - and they can only do this when the system is not `live` and available for call centre - so for the migration to occur they need to take it offline to work on it (quite normal for major IT database work really) - he said they literally have millions of accounts they need to move , and are something like 65% complete;

which is also why a number fo old 13 digit accounts still do not have online account access (and quite likely wont till the new account number is ready)

give them a ring off peak and see if they can manually make an account for you online if you still need one - sadly im in `limbo` as my old account number is not only 13 digits but starts 777 - a real oldy apparantly!