EDF - a different problem

bondy01

So , went to login to myaccount (the one that has worked for over 5 years) and it says " Apologies. Our records indicate that you do not have any active accounts" If I put a wrong pin no in it tells me that username or password is incorrect so that implies I am on the system. Could someone with the old style myaccount try theirs please before I spend 30 mins trying to get through on the phone. Ta.

macman

Have they advised you that you are being migrated onto the new account system? If so I suspect that that process requires you to re-register.
Otherwise just a normal day at EDF..

janninew

I have just tried to log on myself and I'm getting the same message as you OP! I have been able to log in for a few years without problems also. I have sent them an e-mail so will wait to hear back. Luckily I've just entered my readings for my latest bill and I'm up to date so no real urgency to log in yet.

Please come back and let us know what they say if you do call them.

KCS1503

EDF migrated a number of accounts over last weekend onto their new platform. I tried to login Tuesday and suffered the same problem. Tried Wednesday, still the same so I dialled the 0800 number given on the failed login screen.

After fighting hrough the voice menu options and hearing all the stuff about taking on 700 extra staff and that I could do lots of stuff on their website if I wanted (!) I got to a real person. Time to that point took about 2 minutes. Once there I explained the problem and the customer services person quickly identified that my account had been migrated and came up with my new 12 digit account number starting 67.

Yes you have to re-register for the new service and when you get logged in you can't see any billing information - maybe that will turn up eventually... You can at least confirm contact details, bank details etc..

Today (Thursday) I received a letter from EDF telling me that I now had a new account number - there are some minor changes about direct debits, desciptions etc. explained on the back of the letter.

Anyway all sorted but I think that they could have handled it better - like sending me the letter last week before the event, not after.

KCS

brewerdave

Just logged on to MyAccount - anyone else noticed that the "Contract Tracker" page has reappeared - even tho' the transfer process is complete - now with the correct switching dates for both utilities!! HURRAH!
BUT I have also noticed that the home visit password box is now blank - I'm sure that originally there was a six or seven digit code in that box??

notbritishgas

brewerdave wrote: »

Just logged on to MyAccount - anyone else noticed that the "Contract Tracker" page has reappeared - even tho' the transfer process is complete - now with the correct switching dates for both utilities!! HURRAH!
BUT I have also noticed that the home visit password box is now blank - I'm sure that originally there was a six or seven digit code in that box??

Oh dear, just when things were going OK.

Yes just logged in and the Contract tracker page is back again, it had disappeared back in October!
Most other things look OK, the bill generated in Oct is still there and my credit is still the same. Like you the home visit box is blank.

One strange thing though which has been there from the start, on the right of the screen it says "we do not have a mobile phone number for you ". I entered one almost from day 1 but the prompt is still there.

jalexa

notbritishgas wrote: »

Most other things look OK...

the gas meter dials are still oval:D

I got a "payment scheme" email this morning telling me to log on. Done so and the message is not yet present. I thought "late" messages was a known problem.:(

Important as I do not know whether the message is the "reviewed" payment notice or the restored payment notice.

backfoot

Here's a different ,different problem.

Our Gas DD wasn't taken for three months and eventually got it set up at our suggested level to recover the annual charges over nine months. (plus compensation because they were rubbish).

Now after our first combined gas and electrcity bill, they have taken an ad hoc Direct Debit of the debit balance on the account. :wall:

You just couldn't make it up. At this rate, with all the compensation they are going to pay,we will get a highly discounted rate.

MillicentBystander

This is how useless this company are - apparently the CEO has personally told the CS Director to spend as much cash as necessary to put this problem right - he has reportedly spent millions and things are just as bad as before. I will never ever use this company again, no matter how 'cheap' they appear.

bondy01

Thanks for the responses and also to Tina @ EDF for the pm. It's nice to know that the company you work for does at least look at this forum and has done for some time. Got the letter today telling me I have been migrated to the newer myaccount. As has been said before it would have been normal practice to have been told in advance. I do worry about viewing previous bills online with this interface however , I had to setup one of these up for my elderly parents at the start of the year and no bill info is visible even selecting the 2 year option.

macman

So I see that EDF are still refusing to appoint a proper company rep on the board and still using moles instead to try and divert the flak.