Avro Energy reviews: Give your feedback

MWT

mellyflewus said:

MWT said:

You won't see complaints from existing customers as they are either on a cheaper fix already or as their fixes end they will be able to go on to the same variable tariff as the Avro transfers, if that makes more sense for them than other options like Go/Go Faster/Intelligent.

What Octopus are not doing is offering their variable capped tariff to new customers (those not part of the SoLR process) at the point when they get a quote. They just offer two 2 year fixed options.

@MWT when a fix ends and the customer is moved to a variable tariff must they always be moved to the capped variable tariff?

if yes is this also a type of 'deemed contract'?

It isn't a deemed contract at that point as the customer has already agreed terms with the supplier, and those terms include what happens at the end of a fixed tariff.

The rules as they are at the moment require that the customer be moved to the cheapest equivalent tariff that does not have exit penalties if they have not elected to move to a specific alternative by the time the fix ends and as long as that tariff is no more expensive than the capped SVT.

That could be a fixed or variable tariff as long as it is the cheapest alternative and has no exit penalties.

Right now that would be the capped SVT for most current customers but that has not always been the case of course.

mobile73

Just received the below. Can't comment on the tariff as know it will be a huge hike for me, but so far I cannot fault them on their communication and attempts to keep us updated. Even have instructions to set up new DD and a way to input readings.     Avro Energy ceased trading on September 26 2021, and your energy is currently transferring to Octopus Energy as appointed by Ofgem, the energy regulator. For now, the best thing to do is , and if you’ve cancelled your payments, You’ll find the most up-to-date information on        Dear  We’re already working with Avro Energy’s technology partners to get your switch underway. We’re awaiting the official appointment of the administrators before we can work with the Avro team directly, and agree on the process for both credit and debt balances. All credit balances are guaranteed and protected by Ofgem’s safety net. We’ve had reports of people experiencing issues submitting meter readings to the Avro site. You can now send us a meter reading here to help us ensure a smooth transition. If you have multiple accounts, you can enter your Avro account number here for each account This is a new page we’ve set up with help from Avro’s technology partner, so while the address is different from the usual Avro website, your details are still secure. If you recorded your readings on or around September 26, submit those. You can just submit your current readings if not. If you’ve cancelled your Direct Debit, you can set up new direct debit with just a few taps. You’ll need to create a password first, and you’ll notice your property and supply details haven’t yet transferred to your new Octopus account. They will soon. You’re switching to our always-good-value variable tariff, Flexible Octopus. It’s priced £10 cheaper than the Ofgem Price Cap for the typical home, and cheaper than anything available from any other large supplier today — and cheaper than the fixed prices we’re currently able to offer new customers on our own website. It has no exit fees, so you’re always in control. We’ll send a full breakdown of your rates and charges shortly. If you’d like to read our full terms and conditions, you’ll find them on our website Finally, if you’d like to choose a different energy supplier, we currently expect that should be possible from the end of November.     Q: My Avro account was in debit / credit. What will happen with my account balance? A: Any credit balances are protected by Ofgem rules. We’re awaiting the appointment of Avro Energy’s administrators before we can agree the process, but we will make this as smooth as possible. We’ll update you on this as soon as we can. Q: I’m moving in (or out) of my property, what should I do? A: That’s no problem. Just reply to this email and let us know the details. We expect to start working through house moves starting from next week. Q: I’m owed a Warm Home Discount payment. Will I still receive it? A: If you’re expecting a payment as part of the 21/22 core group, you will receive it. We expect to receive full details within the next few weeks. If you’re interested in applying for the Warm Home Discount broader group, you’ll be able to do that once we’ve transferred your account to Octopus. Q: I left Avro Energy some time ago. Why am I receiving this email? A: We’ve been given your details by Avro Energy, but their information may not be up–to–date. Please reply to this email and let us know if you left Avro Energy before September 26th. We certainly won’t switch you to Octopus from any other supplier. Q: I’ve switched to a new supplier since September 26th. What will happen? A: If you’ve used a comparison site, or another company’s website, to switch since Avro ceased trading, the process may fail, be very slow or complicated. After Ofgem appointed Octopus to take over Avro Energy’s responsibilities the energy industry systems have started updating to reflect this, and switches will usually fail whilst these updates are underway. We’ll work hard to make switching possible but please wait to hear from us before trying to switch. Q: Why didn’t I get a choice regarding the Ofgem decision? A: Every energy meter needs a supplier to buy the wholesale energy it uses, to pay for distribution and transmission costs, and to take on regulatory obligations like safety. When Avro Energy ceased trading, Ofgem needed a supplier to take on these responsibilities immediately.       That’s it for now – we’ll be in touch again when there’s more you need to know. Love and power, Jon Paull Operations Director Octopus Energy P.s. Who are Octopus Energy? We are the only energy supplier to be recommended by consumer champions Which? for four years running, three time uSwitch’s Supplier of the Year, and backed by the £8.5 billion Octopus Investments. Our mission is to accelerate the world's transition to renewable energy, and we believe in fair pricing and outstanding customer service.

hydratoad

MWT said:
It isn't a deemed contract at that point as the customer has already agreed terms with the supplier, and those terms include what happens at the end of a fixed tariff.

Quite right, again from Octopus.

13. Fixed Rate Tariff Contracts

13.1 When your Fixed Rate Tariff ends, unless you choose to move onto a new Fixed Rate Tariff, or onto a Variable Rate Tariff or Time of Use Tariff, subject to availability at our discretion, we will automatically transfer you to either:

13.1.1 the cheapest Variable Rate Tariff; or

13.1.2 a Fixed Rate Tariff that is cheaper than (or as cheap as) our cheapest Variable Rate Tariff,

in each case calculated based on our estimate of your annual consumption and as appropriate for your payment method, meter type and other relevant account arrangements.

13.2 If you move onto a new Fixed Rate Tariff when your previous Fixed Rate Tariff ends, we'll start a new Contract based on the new Fixed Rate Tariff on the date the old one ends.

However, if the terms do not specify, then according to Ofgem that can be a deemed contract.

oliverbrown

mobile73 said:

Finally, if you’d like to choose a different energy supplier, we currently expect that should be possible from the end of November.

Two months before switching away is possible. 🤔

MWT

Consumerist said:

I think the v2 will be a special tariff for former Avro customers only.

I would doubt that.

It is normal practice for Octopus to name tariffs with a month and a version number.

If the tariff changes within the month they increment the version number.

What they have said so far to Avro customers is this:

"You’re switching to our always-good-value variable tariff, Flexible Octopus."

So that doesn't suggest anything special for them.

Anyanka1

Yes, I, too, have received the email today desperately seeking DD instructions and meter readings.  I have input the latter to the admin version of Avro on 24th, 26th and 27th.  Frankly, if Octopus cannot access those yet, I don't consider it my problem however, I may get around to sending them yet again to their link... After I have had a shower, of course, possibly cooked a meal.

The email does state "Flexible Octopus" but does not give any further detail than that so, given the apparent range of tariffs with that moniker, does not really help us a great deal but is better than nothing, I agree.  I just hope the October is still available when they eventually get around to switching us.

I just don't understand why it all has to take so long; if they can take over our supply practically overnight, surely they can at least tell us tariff rates since we all "switched" (hah!) on the same day.  I just want to know what I have to budget for although, in the current market, it seems I might as well think of a number and treble it.

Consumerist

Me too. I submitted my readings again but they wanted me to set up a new password and direct debit over a non-secure (http) connection. I think I'll wait until they have a secure connection available.

Edit

Ok scratch the above. They send you an email first and then you create a password over a secure connection.

[Deleted User]

Anyanka1 said:

Yes, I, too, have received the email today desperately seeking DD instructions and meter readings.  I have input the latter to the admin version of Avro on 24th, 26th and 27th.  Frankly, if Octopus cannot access those yet, I don't consider it my problem however, I may get around to sending them yet again to their link... After I have had a shower, of course, possibly cooked a meal.

The email does state "Flexible Octopus" but does not give any further detail than that so, given the apparent range of tariffs with that moniker, does not really help us a great deal but is better than nothing, I agree.  I just hope the October is still available when they eventually get around to switching us.

I just don't understand why it all has to take so long; if they can take over our supply practically overnight, surely they can at least tell us tariff rates since we all "switched" (hah!) on the same day.  I just want to know what I have to budget for although, in the current market, it seems I might as well think of a number and treble it.

My guess is that they are waiting until the new Cap comes into force tomorrow. The deemed tariff will be based on the new increased Cap. I suspect that Ofgem has had to agree to this to mitigate the loss to the SoLR and to limit the SoLR claim for repayment of additional costs.

Anyanka1

Dolor, I am sure that is really useful information for anyone whose poor, little brain cell is not fried right now.  I am really struggling with the whole "cap" thing.  Without actual unit and standing charge rates, how are we supposed to know what we might be paying, let alone what we will... Until it all changes every five minutes.  Is Martin Lewis saying the price cap is the very least anyone will pay, irrespective of their usage?  How can he possibly know that?  Confused, I am.

I have chosen fixed tariffs for years and years and am struggling also with the whole "prices can change at any time and probably will" bit.  I realise whoever keeps asking how much better off I thought I might be, had I scored the September Flexible Octopus rate, probably has a point but loads of fixed tariffs had months in their names so it does not really help much.  I am fixed in the fixed tariff mentality and realise I need to re-program the brain cell back to deep uncertainty mode.  I hate uncertainty.

Why does this all have to happen now?  Don't we already have enough to contend with?  Supermarkets don't have really basic things you have always been able to get, no-one cares about masks or social distancing any more; I'm calling it:  Enough, already!  Who is with me?

polymaff

Anyanka1 said:

 I am really struggling with the whole "cap" thing

You don't say..

Let's just Keep Calm and Carry On.