Add your feedback on energy supplier Sainsbury’s Energy

Fleabite

Hello

I am also having problems with Sainsbury’s Energy as follows:

• They asked for meter readings which I did
• I received an email saying they had a problem with their website and could I send it again
• I re-sent the readings
• I also tried to contact them by email to enquire whether they had been received; the email bounced back
• I then tried to contact them by their ‘contact us’ form and it said it couldn’t be sent
• I received an email as per 2 to asking to re-submit
• I tried to log on and the website didn’t recognise my details
• I changed my password twice (even though I knew the original one was correct) and although being told it had been successfully changed, when I tried to log in it still told me there was an error
• I tried to phone today Saturday 7/3/14 (their hours are supposed to be 8am-6pm) only to be told their services are not available due to maintenance.

As a new customer, I am appalled by this 'service.' It makes me wonder what it will be like in future.


FB


PS I hope Martin is taking note of these problems, especially as there are exit fees involved if you wanted to leave - and, at the moment, I certainly do!

[Deleted User]

Somebody I know switched from British Gas to Sainsbury. They were able to log onto their Sainsbury online account using their British Gas email and password.

Today they cannot access their Sainsbury online account using those same credentials but they can logon onto their former British Gas online account which shows their previous accounts as closed with two new ones that were previously Sainsbury accounts.

So this person signed up through MSE to be a Sainsbury customer and is now a British Gas customer on a Sainsbury Fix 2016 product. The cashback was for Sainsbury so I guess they will not now get the cash back. Confused or what.

MSE_Dan_L

davethorp wrote: »

Anyone else having issues logging in to Sainsburys Energy today? It's currently directing me to British Gas' website which I can log into bizarrely

I’m sorry to hear about some of the problems reported with switching to Sainsbury’s Energy.

Before the Big Winter Switch Event II took place, Sainsbury’s re-organised its call centre to provide more agents available to take calls in advance of the switches. Despite this, it has told us that calls into it are at unprecedented levels and unfortunately call waiting times have been much longer than it’d normally expect (it normally aims to answer calls in under a minute). Although it did plan for the extra calls from Cheap Energy Club users, the recent Competitions and Markets Authority announcement and government switching campaigns have resulted in many more calls than predicted.

We’ve flagged the issue to Sainsbury’s and its senior management team are looking at how to improve the service being provided. Unfortunately it didn't give us notice about the 'downtime' this weekend, but the changes made will hopefully help to improve things for Energy Club members switching to it.

We'll be speaking to Sainsbury's again next week to get a further update.

MSE_Dan_L

Fleabite wrote: »

Hello

I am also having problems with Sainsbury’s Energy as follows:

• They asked for meter readings which I did
• I received an email saying they had a problem with their website and could I send it again
• I re-sent the readings

In terms of providing your opening meter readings, we understand that the communication from Sainsbury’s should have been clearer. Unfortunately it isn’t actually possible to provide your opening meter readings via your online account – instead these have to be given over the phone. We highlighted this to all BWSEII switches in the email on Thursday, but if you've missed it, the number to use is below.

We’ve also raised that Sainsbury’s needs to make this clearer, both on the initial communications and on the ‘error message email’ it sends if your meter reads are rejected.

However, there is an automated line to do this (so you won’t have to wait in a queue). The number you need to call is 0800 107 4 985. You’ll need your meter point reference numbers when calling – these should be on your letter from Sainsbury’s, but if you can’t find it (or haven’t received it), don’t worry – these numbers don’t change when you move suppliers, so will be the same as on any previous energy bills which you have. The electricity number (MPAN) has 13 digits, no letters and might be called your supply number, your gas number (MPRN) has 6-10 digits, no letters and might be referred to as your M number.

I hope this helps.

stevem999

Just by way of update to issues with my switch, I received an answerphone message this afternoon around 2pm from sainsburys energy that said it was in relation to an email I had sent to Moneysupermarket (owners of MSE but I actually sent to the collective switch email address at MSE) and that as I wasn't there to speak to, she would email me. As of 10pm tonight, no email has arrived. Just another example of their incompetence. And yes, I have checked my spam folder!

pete7708

What a blooming mess......


4 emails asking for meter readings and 4 emails back saying try again.


Read this thread this morning whilst waiting 41 minutes to speak to someone before the battery in my phone went dead.

Before you can give your reading by phone you need a Meter Point Number for both. How do you get this MPN?

MSE_Dan_L

pete7708 wrote: »

What a blooming mess......
Before you can give your reading by phone you need a Meter Point Number for both. How do you get this MPN?

Hi Pete

Sorry to hear this - I know it must be frustrating.

Could you take a look at my post above - https://forums.moneysavingexpert.com/discussion/4415687.

I've tried to explain how to find these numbers.

Hopefully this'll help.

pete7708

Hi!
Just tried that and have given readings with the numbers as you suggested.


At the end the voice tells you "if you are in time we will use those readings other wise we will estimate your bill & so will your previous provider"

Since a week has passed trying to do it on line does that mean the bill will be estimated? The previous supplier has almost £1000 in credit from DD payments (house unoccupied) and I would like that back sooner rather thanlater.

The phone battery lasted 43 minutes a short while ago waiting for the call centre to answer.

Chordeiles

Letter received this morning telling me they have been supplying my gas for a week and if I don't supply a meter reading by TODAY they will have to estimate it. To be fair the letter seems clear that I have to use a 'phone to submit the reading. It's the website that doesn't make it clear that initial meter readings aren't accepted there. Also the website seems to have me down for an Economy 7 meter, which I don't have.

Worryingly the letter makes no mention of my electricity which is transferring from the same supplier.

The automated readings line on 0800 107 4985 was also unimpressive, started by telling me the information that I would need, then fell silent instead of asking for the first data item.

I'm tempted to try to submit an electric meter reading as well (in case there's a second letter lost in the post). Without a letter I don't have a "meter point reference", but presumably there are numbers on my old SSE bills ("your supply number") that might do the trick ?

It's many years since I was a British Gas customer, was in no hurry to rush back to them until this "big switch" deal came up.

Yahtzeeuk

Hi just to add , myself and my sister both swapped at the same time to sainsburys a month ago. Both have had error emails , I had my login details already registered and I reset the password .....?? Having never registered my email... Then told to login into British gas .. Gave meter readings over the phone ... And still having error emails. I have only still received one letter for Gas and not electricity ( switched both) . Now can log into account showing a credit ?

Terrible is the word that comes to mind and shockingly bad security..

Cheers.