Avro Energy reviews: Give your feedback

bagand96

Got in touch with Avro to see why they didn't provide me with a February statement after switching in January.  To their credit they replied quickly, advising that my Electric opening meter readings have not been validated by industry.  Obviously not surprised as others have reported the same issue on this thread.

Still a little suspicious as I've only seen reports of this problem with Avro, if it was a wider issue with industry data collectors then I imagine we'd see more reports on this forum.

[Deleted User]

bagand96 said:

Got in touch with Avro to see why they didn't provide me with a February statement after switching in January.  To their credit they replied quickly, advising that my Electric opening meter readings have not been validated by industry.  Obviously not surprised as others have reported the same issue on this thread.

Still a little suspicious as I've only seen reports of this problem with Avro, if it was a wider issue with industry data collectors then I imagine we'd see more reports on this forum.

I know of an Octopus customer who has had the same problem that a few of us new Avro customers are still having.  Am into 4th day awaiting a reply on this very issue from Avro.  I am now at 31 working days / 43 calendar days since switch date.  Electricity is still the missing unvalidated read on my account with meter serial number still listed as 'unconfirmed'.

phillw

bagand96 said:

Still a little suspicious as I've only seen reports of this problem with Avro, if it was a wider issue with industry data collectors then I imagine we'd see more reports on this forum.

I've seen ex YE customers say the same about octopus, more went to avro as their tariff was the cheapest in january.

Consumerist

It's a bit disappointing that some are jumping out of the fire and into the frying pan, resetting the clock as they go.

Telegraph_Sam

Which is which?

rmtucker

Consumerist said:

It's a bit disappointing that some are jumping out of the fire and into the frying pan, resetting the clock as they go.

Some of us are jumping out as you say because Avro are being paid for a service they are not providing.

They are supplying the energy but nothing else,No online meter readings, no ability to enter readings,no billing and absolutely terrible customer service and don't care attitude toward any problems.

I may still have this problem after my switch but certainly initially the customer service has been excellent from the new supplier.

I think 44days waiting for Avro was more than enough time.

And it would have helped if their estimated time to sort the problem had not been moving every time they were contacted.

Basically they wanted me to just put up and shut up!

Consumerist

rmtucker said:

Some of us are jumping out as you say because Avro are being paid for a service they are not providing.

They are supplying the energy but nothing else,No online meter readings, no ability to enter readings,no billing and absolutely terrible customer service and don't care attitude toward any problems.

I may still have this problem after my switch but certainly initially the customer service has been excellent from the new supplier.

I think 44days waiting for Avro was more than enough time.

And it would have helped if their estimated time to sort the problem had not been moving every time they were contacted.

Basically they wanted me to just put up and shut up!

Whilst I understand your frustration at the situation, I don't understand your anger at Avro.

Avro have told you they have raised the matter with their Data Collector more than once and that they can't produce a statement until they hear from them. What more, exactly, do you expect Avro to do?

Have you received a closing statement from your previous supplier? What readings have they used to close your account? Where did they get them from? I believe I have asked these questions earlier.

[Deleted User]

I'm not inclined to jump ATM for a couple of reasons:

1.  The tariff I signed up on (for my usage) is better than most available to me right now.
2.  The fact that I too am waiting for either a validated opening read (the one I supplied to Avro at SSD) or a deemed read (if invalid) will probably mean further complications if I were to switch suppliers again.  As Avro is not in a position to know my actual balance (because they are yet to bill me) I could see that a new switch might be blocked anyway.  rmtucker will no doubt find out very shortly if this is indeed the case.   I'm just as concerned to get my YE-credit refunded via SP but that is another matter and has nothing to do with Avro.

That being said my impression of Avro is certainly not as good as it was when I joined them in early February.  I have not seen live chat working for quite some time now.  When it was available, the replies were fast and appeared knowledgeable.  Email responses have been within their timeframe for all queries so far.  Interesting though that my last email to them on Monday is yet to be answered.  The subject was the Change of Supplier reading yet again.  Previous replies for Avro include "it can take up to 15 working days to be validated and we have not received confirmation of this as of yet" - and yet here I am at 31 working days! or "I have chased this again today and will let you know any responses I receive" - this was 15 days ago and the lack of any email back to me since then implies that Avro have had no response whatsoever from their DC or that they are dreadfully understaffed to reply to their customers!  ! agree that none of this may Avro's fault but their choice of Data Collector is down to them.   Not at all sure how long such a situation can continue for?  40 working days, or 50 or 75 or 100?  I have oulined to Avro what steps they can take with their NHHDC in cases where a CoS reading is not forthcoming (from the NHHDC)  but it really shouldn't be down to me to quote chapter and verse from the appropriate industry codes that should be followed in such cases.   

  

Consumerist

Well, if it was me, I don't think I would worry too much until I hadn't received a statement for 3 months or more.

If you're satisfied with your tariff at the moment and you're ok that the DD will be sufficient to even out your expenditure over a full year then I don't see what the problem is. If you keep track of your usage in the meantime, you'll know roughly what to expect when a statement does arrive.

Hang on in there.

Nebulous2

I've been with Avro for a couple of years - been largely happy. I've had 3 credit refunds in that time, after requesting them, and I've become used to the routine of monthly meter readings. 

My house has been sold however, with an entry date next week. I emailed Avro - told them the date, said I would give a final meter reading on the day and would expect a final bill. 

They have responded asking me to email their change of tenancy team with a whole lot of information, date the house sold, selling agent, name of the new owner etc. 

Is that normal? I haven't moved home in 30 years, and appreciate that some people might massage their dates / meter readings etc, but some of that information appears very intrusive. 

We have been out of the house for more than a month and after high usage in Dec / Jan it will be much reduced since, so I think I might fall foul of the industry approved readings system. Is there anything I can do to forestall that?