Length of time to switch supplier - is this normal??

FTB83

Hi there

I organised to switch gas and electricity suppliers from Powergen to Atlantic through energyhelpline. We previously had a dual fuel tariff with Powergen, and opted to move both utilities across to Atlantic to save money.

Our electricity was switched no problems on 10 October, but we are still waiting for our gas to be switched. Consequently, we're now not benefitting from Powergen's dual fuel discount, and are paying more for our gas supply.

When the electricity switched, I enquired with Atlantic why gas wasn't happening at the same time and was told that due to our gas coming through an IGT, it would take slightly longer to process - approximately two weeks Atlantic said. But we're still waiting, over one month later.

I can't get hold of Atlantic now due to the office being closed, but thought in the meantime I'd post on here to see if this delay is normal? Has anyone had a similar experience?

Thanks

FTB83

millymollymandy2K7

I can't get hold of Atlantic now due to the office being closed, but thought in the meantime I'd post on here to see if this delay is normal? Has anyone had a similar experience?

Thanks



Unsure why you couldn't get through, as SSE's (of which Atlantic are a part) general call centres and change of supplier telephony department are open until 8pm Monday - Friday, unless it was a back office number you were calling, in which case they will normally finish around 5pm or 6pm it does however often take alot longer to change supplier with independent gas supplies

Terrylw1

You need to make sure you get that duel fuel discount applied once this is sorted. Seen plenty of other threads where delays such as this have caused the duelf fuel saving to be lost.

Try the main call centre as above poster has suggested and obtain the new correct number.

RaspberryFool

We switched electricity suppliers over a year ago to nPower. From memory, it took well over 3 months. So long, in fact, that we had at least two letters from nPower advising us of tariff increases before they even began to supply us!

I often wonder whether the energy companies deliberately make the process as difficult and as painful as they can in order to prevent you attempting to go through it again.

Good Luck.

RF

Terrylw1

RaspberryFool - very little in the process is just down to your Supplier. There are lots of agent appointments, rejections and various other communications going on. A lot og the delays are due to the agents Suppliers use not sending them everything that is in the change of supplier process. There may be a delay in the billing getting started after that though. IMO 3 months isn't long, I've seen loads over a year.

FTB83

Thanks for all the responses. Just as an update, I managed get hold of Atlantic (Terrylw1 - you were right, I was calling a specific office number). They informed me that our gas in fact had been switched on 31 October - we've had no notification or request for a final meter reading - not too impressed. Anyway, have been told to now call through a meter reading. Hopefully we won't be charged by both companies?? I have no idea how this works!

far

FTB83 wrote: »

Thanks for all the responses. Just as an update, I managed get hold of Atlantic (Terrylw1 - you were right, I was calling a specific office number). They informed me that our gas in fact had been switched on 31 October - we've had no notification or request for a final meter reading - not too impressed. Anyway, have been told to now call through a meter reading. Hopefully we won't be charged by both companies?? I have no idea how this works!

Most likely what will happen is an estimate reading will be used and this will be your starting point with Atlantic and the final point at which you will be billed by your previous supplier. This might not be very accurate though and you can take some steps to get a better estimate - take a meter reading now for a start and see how it compares to the estimated read you've been given. Another sensible thing to do is to find out your current weekly usage - simply take a meter reading at a certain time on one day and around the same time one week later. This will establish how much you're using in a week - pass this figures onto Atlantic who hopefully should be able to calculate a better estimated closing read from these figures.

Terrylw1

FTB - good that you have been registered. From there you know you just need to sort the reading.

It's not that far back so they may accept a reading now. If not as Far says, they will Deem a reading. Deemed readings are always based on a consumption period - in electric the agent (not the Supplier) will use the last 12 months consumption they hold to determine a realistic reading.

Suggest you do what Far says to check it's accurate if it appears to be off.

You can always ask them to investigate changing if it is incorrect.

You old & new Supplier has to use the same reading to bill you. So, check your final bill matches your new bill because if your old Supplier uses a higher reading from your new Supplier, you would get charged twice. THis does sometimes happen where one Supplier amends to adjust the reading and doesn't use the correct industry process. It's not common though.

Good luck