Can't switch supplier as national database incorrect??

Customerisneverright

I am having problems with E-on. I can't change supplier (Scottish Power) due to the national database not having my Gas meter S/N. E-on have this information as well as my MPRN. I moved into a new build in May 2017 it took E-on until January 2018 to set up my Gas supply account. I have been looking to change from E-on since mid-August 2018 with 3 suppliers all reporting objections or meter de-energised. Clearly I was still getting gas and there was no reason why this should be happening other than incompetency.


All I want is a means to be able to switch suppliers and have E-on actually do something useful and ensure all my information is held correctly, entered correctly and used correctly with all affected parties.


I await feedback from E-on who are present on this forum so I can avoid more 0345 phone calls currently sitting at 76 minutes of my life spent listening to classical music whilst on hold.


I have lodged a complaint with E-on and was due a call back today (05/10/18 @ 10am) no call!


Regards

System

Customerisneverright wrote: »

I am having problems with E-on. I can't change supplier (Scottish Power) due to the national database not having my Gas meter S/N. E-on have this information as well as my MPRN. I moved into a new build in May 2017 it took E-on until January 2018 to set up my Gas supply account. I have been looking to change from E-on since mid-August 2018 with 3 suppliers all reporting objections or meter de-energised. Clearly I was still getting gas and there was no reason why this should be happening other than incompetency.


All I want is a means to be able to switch suppliers and have E-on actually do something useful and ensure all my information is held correctly, entered correctly and used correctly with all affected parties.


I await feedback from E-on who are present on this forum so I can avoid more 0345 phone calls currently sitting at 76 minutes of my life spent listening to classical music whilst on hold.


I have lodged a complaint with E-on and was due a call back today (05/10/18 @ 10am) no call!


Regards

Welcome to the forum. You can change supplier with incorrect database information. I did so 3 months ago and transferred my gas and electricity supplies from SP to Octopus. It may all come to nought but this what you need to do:

1. Check your MPAN (electricity) and MPRN (gas).

2. Ring the appropriate numbers for 'Who is my supplier' and ask them for the EXACT addresses details linked to the MPAN and MPRN. They may not be the same!!

3. Contact a supplier such as Octopus and ask them to transfer the suppliers using the SAME address information that is held on the two national databases.

4. Once, the transfers have gone through provide the supplier with photographs of your two meters (with the meter serial numbers showing) and ask them to update the two databases. This took Octopus about 3 weeks.

My experience:

1. The MPAN and MPRN were easy to find as were the two meter serial numbers.

2. My electricity meter was registered as Plot 6, and the gas meter was registered as No 14. Both had an incorrect postcode.

3. Octopus took over the supplies using the incorrect listings and SP did not object.

4. We had a further complication when it became evident after transfer that an incorrect electricity serial number had been allocated to my MPAN. This has now been resolved by Octopus.

5. Three months on, SP are still trying to resolve a mess of their making. I am waiting for a £10 Final Bill for two days worth of supply.

If you try this, the worst that can happen is that your transfer will again be blocked. Best of luck.

E.ON_Company_Representative:_Helena

shayesie wrote: »

Hi Helena,


Sorry to hijack post.


Are you able to help me out with the same situation i.e. Post Code showing incorrect on the National Database. Scottish Power say they have corrected it (2 weeks ago) but First Utility checked today and said it's still not updated.

Hi shayesie, welcome to the forums.


It has to be your current supplier that does this for you, from the sound of your post I think this is Scottish Power?


It will have to be them that you ask.


Sorry I can't do it for you.


Helena

E.ON_Company_Representative:_Helena

Customerisneverright wrote: »

I am having problems with E-on. I can't change supplier (Scottish Power) due to the national database not having my Gas meter S/N. E-on have this information as well as my MPRN. I moved into a new build in May 2017 it took E-on until January 2018 to set up my Gas supply account. I have been looking to change from E-on since mid-August 2018 with 3 suppliers all reporting objections or meter de-energised. Clearly I was still getting gas and there was no reason why this should be happening other than incompetency.


All I want is a means to be able to switch suppliers and have E-on actually do something useful and ensure all my information is held correctly, entered correctly and used correctly with all affected parties.


I await feedback from E-on who are present on this forum so I can avoid more 0345 phone calls currently sitting at 76 minutes of my life spent listening to classical music whilst on hold.


I have lodged a complaint with E-on and was due a call back today (05/10/18 @ 10am) no call!


Regards

Hi Customerisneverright, welcome to the forum,

I'm sorry I didn't see your post.

New build accounts can sometimes take longer to set up and issues can arise with the information on the national database.

From your post I understand you have raised a complaint, I'm hoping you have now been in contact with your complaints manager and this is being resolved for you, or it has been escalated to the next level.

As it is at this complaint level, Malc and I wouldn't be able to take this over at this stage unfortunately.

I do hope it's sorted out quickly.

Helena

shayesie

E.ON_Company_Representative:_Helena wrote: »

Good morning Rosaespanola and welcome to the forums.

I'll try and give a little bit of info around customers changing supplier, to try and make things clear.

A customer approaches a new supplier, either through a broker site or directly, the new supplier takes all the details and contacts the old supplier, in between all of this lots of details are passed through third parties to verify meters and readings etc.

Ecoes is a database that all suppliers use to check addresses, meter serial numbers and holds lots of other bit's and bobs, this will always need updating when a customer changes supplier as the current and previous suppliers also have to show on here.

So, it's a bit odd that you've changed supplier in the past with no issues, but now you're being stopped as Ecoes is not matching your information.

If you'd like me to help and check your account against the database and sort it out for you, please just let me know.

You can email your account number, name and full address to the email address in my profile page, then I can have a look and reply from there.

Thank you

Helena

---

Hi Helena,


Sorry to hijack post.


Are you able to help me out with the same situation i.e. Post Code showing incorrect on the National Database. Scottish Power say they have corrected it (2 weeks ago) but First Utility checked today and said it's still not updated.

wavelets

shayesie wrote: »

E.ON_Company_Representative:_Helena wrote:

snip...

You can email your account number, name and full address to the email address in my profile page, then I can have a look and reply from there.

Thank you

Helena

---

Hi Helena,


Sorry to hijack post.


Are you able to help me out with the same situation i.e. Post Code showing incorrect on the National Database. Scottish Power say they have corrected it (2 weeks ago) but First Utility checked today and said it's still not updated.

Welcome to MSE :hello:

Only your supplier can correct the database.

There's not much E.On will be able to do with a Scottish Power account number :cool:

bigjulz

Hi, I've had a similar incident that has prevented me from switching fuel supplier. I switched to "Outfox the Market" two months ago, at the end of each of those two they increased costs 7% each time, then the final straw was to double the agreed monthly debit due to a winter/summer payment strategy. You may have seen plenty of bad press about them over this in recent weeks.
On this basis I decided to switch again thoough MSE energy club, but was refused by new supplier due to "We are sorry to inform you that your electricity and gas switching has been rejected by our system because your MPRN (Meter Point Reference Number) ********** for your gas supply has high consumption on National Databases.".
Obviously horrified as just a single parent with two children in a semi detached, I had to phone OFTM to find out how they have sent this wildly incorrect info, and how to correct it instantly. I've had various woolly responses from different operators, & from which I'm gleaning that the correct info has now been sent, but will take week or so for the Nationial Database to update.
There does not seem to be anyone else to speak to about this, or any transparency to see if the dtabase is now correct.
Meanwhile I'm trapped paying double my usage for fuel to this company, & looking at other forums there is some school of thought that this company is doing these things intentionally to trap their customers who want to leave.
Has anyone similar experiences and/or any advice??
Thanks....

AndyPK

I think there is a rule, that if you put a switch in place, before your old tarriff expired, they should continue at that rate.

Getting energy companies to follow this can be difficult though. But quote it as them, and maybe they will give you a credit towards it

System

AndyPK wrote: »

I think there is a rule, that if you put a switch in place, before your old tarriff expired, they should continue at that rate.

Getting energy companies to follow this can be difficult though. But quote it as them, and maybe they will give you a credit towards it

The Licence Condition which applies to price protection can be paraphrased as follows:

Provided a supplier is notified via industry procedures that a transfer is in progress NO LATER than 20 days after the fixed contract end date, then tariff protection applies until the transfer goes through.

It is often the case that a consumer will end up on the SVT and a correction has to be applied to the Final Bill.

stevefj

Hi Helena,

I'm an EON customer with a minor problem in my meter being registered on the national database to an incorrect postcode. Everything does appear to be correct on EON's own records.

I hope you don't mind, but I've forwarded an email trail between myself and Bulb (who correctly identified the problem, though Utilita failed to do so) to the help email address in your profile - the title is 'Can you send us a picture of...'.

I trust this adequately explains the situation. Please do let me know, preferably by email, if you need anything further.

I look forward to hearing back that all has been 'fixed'.

Kind regards,

Steve