My account has been De energised and I cant move??

sunnsea

Help! i am trying to change fuel suppliers which as we all know should be an easy thing to do. However, when I picked out the best deal on line for me and did all the necessary things to move - I received a letter from my (hopefully new cheaper supplier) to tell me that they couldn't take over my account as my electricity had been 'de energised' by my current supplier and further more there was 'no serial number for my supply on the national industrial data base'
This means that no one could take over my supply as no one has access to my serial number. I was informed that it is my current supplier that has removed these details and they therefore must replace them.
I have telephoned my current supplier several times and was told it was sorted (my new supplier said it isn't) I've emailed them which they have replied to but they just sent me the telephone number of my hopefully new supplier!
I am now waiting again for another reply from them!
Anyone got any suggestions as to what else I can do?
I have stopped the direct debit payment going to them this month so that they will have to contact me to get my months payment.
My contract with them ends at the end of November and they wrote and informed me that I would automatically go onto a new contract if I hadn't requested a new one myself. As I can save £100+ with the new supplier I don't want to stay with them but I am now becoming concerned that I am not going to be able to move over in time to get the new deal.

Joyful

How long have you been with your current supplier for? You should be getting bills showing your meter serial number and your meter point reference number(Gas) or meter point administration number ( elec). If the latter is not showing on the national database it may be in the past that a new MPRN/MPAN has been created for your address or it may be a new build that the builder has messed up.

The job to rectify this is your current supplier. Get them to tell you what shows on ecoes ( elec) and xoserve ( gas) for your property address. Then they will either confirm everything is corrected or they should pass to a team to rectify.

Until the industry is correct you will not be able to move suppliers.

spiro

All your new supplier needs is the MPAN, they are talking b*ll*cks when they say you cant switch because it is de-energised.

spiro

Joyful wrote: »

Until the industry is correct you will not be able to move suppliers.

As long as the MPAN exists you can switch suppliers, it does not need to be energised or show a meter.

chanz4

some do refuse to take them, incase they have been de-energised for other reasons, e.g pot ends

undaunted

Have you i n fact been "de energised" and if so why or have you currently got electricity on?

sunnsea

spiro wrote: »

All your new supplier needs is the MPAN, they are talking b*ll*cks when they say you cant switch because it is de-energised.

They didn't say I couldn't switch because it was de energised.... they said it has been de energised... and the reason they cant move it is because the serial number for my property has been removed from the industrial data base which is used by all the utility companies. I have given them all the numbers I have on my meter, bills etc but they say that without the serial number which is used on the national industrial data base they cant do anything.

sunnsea

Joyful wrote: »

How long have you been with your current supplier for? You should be getting bills showing your meter serial number and your meter point reference number(Gas) or meter point administration number ( elec). If the latter is not showing on the national database it may be in the past that a new MPRN/MPAN has been created for your address or it may be a new build that the builder has messed up.

The job to rectify this is your current supplier. Get them to tell you what shows on ecoes ( elec) and xoserve ( gas) for your property address. Then they will either confirm everything is corrected or they should pass to a team to rectify.

Until the industry is correct you will not be able to move suppliers.

Hi thanks for the reply I have lived here for last two years. I have given the new supplier all the numbers I have on my bills and on my meter but they are saying they don't show up on the national industrial data base and this is something only my current supplier must have altered so only they can rectify it.
I changed supplier when I first moved in here and didn't have a problem at all.
My current supplier gave me lots of numbers last time I rang and said it was sorted but it isn't. I've emailed them twice _ first email they replied back with 'heres the number you need' and it was a telephone number of my hopefully new supplier and the 2nd email they haven't replied to.

sunnsea

spiro wrote: »

As long as the MPAN exists you can switch suppliers, it does not need to be energised or show a meter.

Thanks for your reply

That is the problem - the number doesn't seem to exist any more. It did when I moved in here two years ago as I changed supplier without any problem. I have been told its my current supplier who have caused the problem but they don't seem to be wanting to sort it out.

sunnsea

undaunted wrote: »

Have you i n fact been "de energised" and if so why or have you currently got electricity on?

I can only tell you what I've been told but that's the same question I asked ... How can I have electricity if you have no record of my serial number on the data base and its been de energised and more importantly why are you charging me for it if you say I don't have it? I just got a lot of waffle that meant absolutely nothing!

I've never had a problem before. All bills are accurate and paid via dd every month.

Guess I'm going to have the hassle of getting the ombudman involved to sort this out.

jalexa

sunnsea wrote: »

Guess I'm going to have the hassle of getting the ombudman involved to sort this out.

Possibly, but before that you need to have exhausted the complaints procedure of whichever supplier you intend referring. I recommend your current supplier.

My advice is to quit relying on half-baked telephone explanations and raise a formal complaint in writing (or by email). Do not get tricked into discussing complaint closure by phone.

Your MPAN is stated on your last bill. Every DNO has an enquiry line which will identify the current supplier from the MPAN. Try it and post the answer for further advice.