Can't switch supplier as national database incorrect??

[Deleted User]

I thought I was the only one going through this nightmare !

I applied on 13th October to switch gas and electric from utility warehouse to SSE.

The electric went through no problem at all but the gas was objected to. I eventually found out that my meter serial number and MPRN number did not match my property address.

I live at ***B and the meter etc is registered to *** , but they are with NPower so I am calling utility warehouse weekly to constantly be told "no luck yet we have to wait for NPower".

This is so frustrating !

I think my issue arose when the property I live in was converted from a detached house to a business and separate flat.

E.ON_Company_Representative:_Helena

stevefj wrote: »

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

Good morning stevefj,


Thank you for your email, I've got it here.


I'll email you back with what needs to happen as the way we updated the national data base has changed a bit.


I'll get the email sent to you today.


Helena

budget_traveller

I have the same problem, Eon have advised there is a mismatch with the serial number on the meter and the one on the database and now I'm having problem switching supplier.



Please could an Eon advisor let me know who to contact to sort this out? I've tried via the customer service route.


Many thanks

[Deleted User]

Helena I know you are EON but I wonder if you can answer my question.

I have made an official complaint about the way this situation is being handled ( I have explained a few posts up).

Utility Warehouse say they have to wait for nPower to deal with it and there is no point me going to the ombudsman as they have done everything they possibly can.

Does that sound right or am I being fobbed off ?

RandAMS

I'd like to add my database experience to the forum. We requested, through uSwitch, a change from a dual-fuel tariff with EDF to a dual-fuel tariff with EON. That was on the 16th October. We're still being kicked back and forward by EDF and EON, with no end in sight. My wife has spoken to at least six different people who promise to get it sorted and then everything just lapses back into "problems with the national databse". At present EDF have reported that they are (still) having problems updating the database, and have raised (yet another) ticket, or whatever they call it.

[Deleted User]

It’s absolutely ridiculous. I keep getting a call from the lady handling my complaint assuring me that we are getting closer but it’s been nearly 4 months now ! Apparently they are waiting for Npower to respond. I get the impression she’s asking me not to go to the ombudsman.

wavelets

mummyof5 wrote: »

...

I have made an official complaint about the way this situation is being handled ( I have explained a few posts up)....

mummyof5 wrote: »

It’s absolutely ridiculous. I keep getting a call from the lady handling my complaint assuring me that we are getting closer but it’s been nearly 4 months now ! Apparently they are waiting for Npower to respond. I get the impression she’s asking me not to go to the ombudsman.

The supplier is permitted up to 8 weeks to resolve your complaint.
If it remains unresolved, you have the right to ask the energy ombudman to assist you in obtaining a resolution
(Npower can't help you - they are not your supplier for gas)

mummyof5 wrote: »

...

I think my issue arose when the property I live in was converted from a detached house to a business and separate flat.

Presumably you have your own gas meter for your flat that is nothing to do with the business?

[Deleted User]

wavelets wrote: »

The supplier is permitted up to 8 weeks to resolve your complaint.
If it remains unresolved, you have the right to ask the energy ombudman to assist you in obtaining a resolution
(Npower can't help you - they are not your supplier for gas)



Presumably you have your own gas meter for your flat that is nothing to do with the business?

I haven't asked Npower to help me, Utility warehouse say they are awaiting a response from them as their customer is the one whose meter is mixed up with mine.

The last voicemail I had said that I would soon get a letter regarding the ombudsman as it is nearly 8 weeks since I made an official complaint, but to please bear with her as she was trying to get it sorted.

Yes the two meters are completely separate , it is just the details on the National database that are the wrong way round.

wavelets

mummyof5 wrote: »

I haven't asked Npower to help me, Utility warehouse say they are awaiting a response from them as their customer is the one whose meter is mixed up with mine.

The last voicemail I had said that I would soon get a letter regarding the ombudsman as it is nearly 8 weeks since I made an official complaint, but to please bear with her as she was trying to get it sorted.

Yes the two meters are completely separate , it is just the details on the National database that are the wrong way round.

What's your neighbour got to say about all this?
- although you could adopt a totally selfish point of view and say it really doesn't matter the neighbour thinks/says. All you want is the meter that serves your property to be registered to your address. You might even get yourself a big credit back
(or a large bill to pay before the supplier will allow you to switch away depending whether or not the business uses much gas compared to you)

[Deleted User]

wavelets wrote: »

What's your neighbour got to say about all this?
- although you could adopt a totally selfish point of view and say it really doesn't matter the neighbour thinks/says. All you want is the meter that serves your property to be registered to your address. You might even get yourself a big credit back
(or a large bill to pay before the supplier will allow you to switch away depending whether or not the business uses much gas compared to you)

I haven't yet managed to speak to my neighbour as the business hours are similar to my own working hours so I've not yet caught up with him and don't think he is even aware it is an issue.

I only know as I tried to switch away.

The weird thing is I am paying for what I am using on my own meter, but when they put my meter serial number and MPRN number in the database it comes up with the house number for the business and vice versa.