Switch energy provider

Sue_Williams

In April 2018 we tried to switch energy provider from EON to Solarplicity for both gas and electric. While the gas appears to have switched, the electricity has caused problems. Solarplicity claim that they are providing us with both gas and electric and EON state that they are still our electricity providers. They are both charging us every month and I’m getting more and more worried about my finances.

Solarplicity don’t answer the phone or reply to emails.

I’m at my wits end as I’m unable to get either company to sort this out. I’ve telephoned SP Network and using my address they say it’s Solarplicity but when I give the serial number on the electricity meter then it’s EON.

I’d be grateful for any advice please
Thanks very much

Skools_Out

Sue_Williams wrote: »

In April 2018 we tried to switch energy provider from EON to Solarplicity for both gas and electric. While the gas appears to have switched, the electricity has caused problems. Solarplicity claim that they are providing us with both gas and electric and EON state that they are still our electricity providers. They are both charging us every month and I’m getting more and more worried about my finances.

Solarplicity don’t answer the phone or reply to emails.

I’m at my wits end as I’m unable to get either company to sort this out. I’ve telephoned SP Network and using my address they say it’s Solarplicity but when I give the serial number on the electricity meter then it’s EON.

I’d be grateful for any advice please
Thanks very much

Please post us legible images of your bills/statements from both suppliers for July 2018 and let's see what is really going on here.

There are systems in place that should prevent 2 different suppliers charging any customer for the same usage via the same meter.

Sue_Williams

How do I post a photo please?

Skools_Out

Sue_Williams wrote: »

How do I post a photo please?

https://forums.moneysavingexpert.com/discussion/5699720/help-how-to-post-photos
https://forums.moneysavingexpert.com/discussion/1690399/how-to-upload-post-images
https://forums.moneysavingexpert.com/discussion/5774403/uploading-photos
https://forums.moneysavingexpert.com/discussion/5628106/posting-images
https://forums.moneysavingexpert.com/discussion/5602674/how-to-post-a-photo-image
https://forums.moneysavingexpert.com/discussion/5463574/adding-photos
https://forums.moneysavingexpert.com/discussion/2833732/how-to-post-an-image-on-mse

etc

And the search function is here:
https://forums.moneysavingexpert.com/search.php

Former_E.ON_Company_Representative:_Malc

Sue_Williams wrote: »

In April 2018 we tried to switch energy provider from EON to Solarplicity for both gas and electric. While the gas appears to have switched, the electricity has caused problems. Solarplicity claim that they are providing us with both gas and electric and EON state that they are still our electricity providers. They are both charging us every month and I’m getting more and more worried about my finances.

Solarplicity don’t answer the phone or reply to emails.

I’m at my wits end as I’m unable to get either company to sort this out. I’ve telephoned SP Network and using my address they say it’s Solarplicity but when I give the serial number on the electricity meter then it’s EON.

I’d be grateful for any advice please
Thanks very much

Hello Sue Williams and welcome to the Forums.

Is the meter serial number we're charging to on our bills the same as the one on the meter?

If not, this could be what's known as a crossed meter. This is where we're billing to a different meter to the one actually at the property. They tend to happen on new builds or after a meter exchange. We've a specialist team who look after crossed meters. They investigate what's been mixed up, sort it out and rebill accounts using the right meter and readings. If the numbers don't match, I'd suggest talking to this team. Let them have the meter serial number (from the meter itself), up to date readings, the full Royal Mail postal address including the post code and, if a new build, plot details. Once sorted, you'll be able to change supplier.

Alternatively, if the numbers match, Solarplicity might've taken over the wrong electricity supply. This is known as an Erroneous Transfer. These can happen when meter reference numbers and addresses are mixed up on the National Databases. These databases hold details of all the energy meters in the country and are used by all suppliers when handling a switch. If this is the case, it'll be best to try to make contact with Solarplicity to see which account they've taken. Also talk to us and, if the details held by the National Database aren't right, we can arrange to have these amended so you'll be able to change supplier.

Hope this helps point you in the right direction.

Malc

NineDeuce

Call your network operator and they should be able to confirm who the supplier is