EON and ECOES!

nick269

Hi All,

With the recent price hikes on energy I thought it would be wise to move from EON (the supplier at our new house) to the the blue price promise tariff with EDF as I wanted the certainty of a two year fix. At this point in time I had no other reason than a monetary one to swap from EON. I thought it should be a fairly pain free task but how wrong could I be!
I applied online with EDF who rang me up a couple days later to confirm the gas was switching over fine but the electricity couldn't because my address wasn't correct on a national database called ECOES. They asked me to contact EON as only the current supplier can do the update, to chnage my address on ECOES then they could continue the switch over.
So I contacted EON for the 1st time back at the end of August, they stated yes they would update it but it would take 3 weeks, even though EDF told me it should be a week max. Anyway I gave them 3 weeks, checked back with EDF to see if they could now take it over and it hadn't been updated. At least two phone calls, 3 emails (without reply) and 6 weeks later and ECOES still hasn't been updated!!!!!! This is despite being told twice it will happen it two weeks from the date of the phone call. I feel like EON are holding me hostage on their tariff as I can not change to any supplier unless this ECOES system is updated!!! :mad:
I really don't know what to do now to get this resolved? Anyone got any ideas?
Thanks Nick

chanz4

Ecoes is external, edf is talking bull about it only taking a week to update. As long as the address matches royal mail they will update it, but will take a while

Terrylw1

Generally, all, updates to a distributor take 5 working days. That might be why they said this.

However, address updates were removed from data flow processing years ago and now suppliers have to email them through.

Just because a supplier sends it, the distributor doesn't have to make the update if they don't agree. This can lengthen the process as the supplier has to engage in a conversation to convince them.

Due to its unwieldy nature as a process, it can take time but that's not your problem. 3 weeks isn't exactly correct either but if you add in all the manual processing that could hit backlogs, it could be the case or worse.

Its a poor area of the elec sector that was caused years ago and its never been efficient ever since.

I'm wondering why this is an issue though? The elec and gas operate as completely separate industries so a problem with one doesn't impact the other. I think its more likely that its something in your new suppliers system that doesn't like the difference in addresses.

Ask the new supplier why this is an issue. Unless they state the distributor has rejected their registration, its internal and wouldn't stop a switch. I'm thinking they haven't even tried to register you because the data flow they send to achieve this with the distributor, doesn't even contain your address so neither side could query any difference.

chanz4

Terrylw1 wrote: »

Generally, all, updates to a distributor take 5 working days. That might be why they said this.

However, address updates were removed from data flow processing years ago and now suppliers have to email them through.

Just because a supplier sends it, the distributor doesn't have to make the update if they don't agree. This can lengthen the process as the supplier has to engage in a conversation to convince them.

Due to its unwieldy nature as a process, it can take time but that's not your problem. 3 weeks isn't exactly correct either but if you add in all the manual processing that could hit backlogs, it could be the case or worse.

Its a poor area of the elec sector that was caused years ago and its never been efficient ever since.

I'm wondering why this is an issue though? The elec and gas operate as completely separate industries so a problem with one doesn't impact the other. I think its more likely that its something in your new suppliers system that doesn't like the difference in addresses.

Ask the new supplier why this is an issue. Unless they state the distributor has rejected their registration, its internal and wouldn't stop a switch. I'm thinking they haven't even tried to register you because the data flow they send to achieve this with the distributor, doesn't even contain your address so neither side could query any difference.

xoserve is even worse

nick269

Hi Guys,

Thanks for the replys,

Just to clarify a few points, the gas transfer has gone through fine and EDF have told me they can't update ECOES as the account can only be updated by my current supplier (EON). EON do seem to agree that the data on ECOES is incorrect.

The problem is EON have been the only supplier to the house since it was built in 2007 and apparently on ECOES rather than say my address it just says plot number whatever.

Until it is apparently linked to my actual address EDF wont take over the supply and EON don't appear to be updating ECOES as its been about 8 weeks since I first requested it. I feel like I'm stuck in a vicious circle!

chanz4

nick269 wrote: »

Hi Guys,

Thanks for the replys,

Just to clarify a few points, the gas transfer has gone through fine and EDF have told me they can't update ECOES as the account can only be updated by my current supplier (EON). EON do seem to agree that the data on ECOES is incorrect.

The problem is EON have been the only supplier to the house since it was built in 2007 and apparently on ECOES rather than say my address it just says plot number whatever.

Until it is apparently linked to my actual address EDF wont take over the supply and EON don't appear to be updating ECOES as its been about 8 weeks since I first requested it. I feel like I'm stuck in a vicious circle!

It is a slow process, afraid far from quick

Terrylw1

There is a couple of issues here then since its an aged new build:

- the distributor has been getting Royal Mail updates after then which they pass onto suppliers in the "gold disk" guise.

- the supplier, I'm guessing, has been told before by their meter readers that its now XX not plot XX. They tend to do that because they want to update their meter reading address but need the supplier to action it into ECOES first.

I take this just EDF's advice? What if thy are wrong?

Why don't you call the distributors MPAS and check if they are correct? They could even be looking up someone else's MPAN in error.

In terms of switching, there is no reason why they can't do this and update your address just afterwards. So, I would say that EDF are being unnecessarily difficult and blocking your transfer out of laziness. I would suggest you raise a complaint to ask them to do it this way.

Former_E.ON_Company_Representative:_Malc

Hi nick

Already some great advice on here. Thought I would just add a couple of things.

As Terry says, address updates to ECOES have to be emailed through. We then after to wait for the database to be updated.

I do remember there were delays with one particular distributor earlier this year. At the time, they had a backlog stretching back 3 months. Not saying this is the case with you or even if they're still behind but might be a possibility.

From our point of view, just make sure we hold your correct address and meter details. These will be on your bills. If we don't, this will hold things up, too.

Malc