Neon Reef - any views?

[Deleted User]

A word to the wise. Don't bother using Chat on the BG web site. It's based in India, and they know even less than me. 

The message seems to be the same whichever the supplier - 'just sit back and everything will just fall into your lap, and be marvellous.' It never is, though! 

[Deleted User]

@MWT But BG were quoting effective dates in early December (on 22/11), but now seem to be moving them back. They were, by their own statement on 22/11, supposed to be issuing another statement today, but that has not appeared so far. 

They started off so well....

[Deleted User]

BG also generate an automated message on their Twitter Direct Message (DM) feed! That's a first. Very, er, impressive customer avoidance.  

dbks

dbks said:

Deleted_User said:

dbks said:

The fact that BG have promised to fix the tariff for months past the next date of the next Ofgem cap review implementation date would suggest BG are swallowing the costs themselves. They plan to recover costs by keeping many customers once the tariff ends.

I doubt that's what their (admittedly rather ambiguous) tariff page is saying. It says the tariff is variable, on 30 days' notice. It says the tariff ends on 31 July 2022, presumably meaning users are then moved to their SVR tariff. It also says the price is guaranteed until the same date, which is the doubtful bit.

We'll have to see.

It could mean the price is fixed until 31 July 2022, whereupon it will then be variable but no more than the Ofgem default tariff cap applicable.

I've changed my mind, but the information from BG remains as clear as mud!

I now think the Welcome to British Gas tariff is indeed variable, so subject to change (but never more than the ofgem cap applicable at the time)

I think BG will keep this tariff until 31 July 2021, whereupon it will end.

Customers who have not transferred to a new BG tariff or switched supplier before that time will be moved to the BG default tariff.

The advantage of the Welcome to British Gas tariff over the BG default tariff, is that customers are charged no more for paying on receipt of bill compared to Direct Debit.
The Welcome to British Gas tariff charges the same as a customer on the BG tariff paying by DD.
- so if you do nothing, and don't have a DDI in place come August 2021, you will pay more.

dbks

Gerry1 said:

worrywart_3 said:

thozza said:

lisyloo said:

elucidate said:

The way British Gas are talking, I very much doubt you need to actually chat to anyone before taking the plunge. Nonetheless, it's good to have some kind of written proof.

1. To chat, go to the "Help & Support" section of their website, and click on the "Chat" button on the bottom-right.
2. Say "Joining" when the bot asks what you need help with.
3. When asked if you are the account holder, say "No". You will then be put through to a human.
4. Tell them what you want. At this point, most of us are being told you will have to sign up to whatever tariff you can find on the BG website, then ask them to switch you over to the Zero Fixed Oct 22 tariff once you are on supply.
5. Use this link to sign up if you want to avoid being re-directed to the British Gas Evolve website: https://www.britishgas.co.uk/GetAQuote/new/quote-details?cid=bgEvolve_redirectBAU

Thank you so much
Isn’t this a risk - that it’s not available when you want to switch and you’re then on something more expensive?
apologies if I’m miss8ng something - I may well be

Can't see the risk, they put you on the SVR to set you up with an account, then backdate you to the start on the zero fixed October 2022 tariff, if you keep the chat transcript as proof of the deal then I can't see why they wouldn't honour the agreement? 

Because your knowingly trying to sign up to a tarrif that your not entitled to it’s for military personal same if you tried to use a nhs discount it accepted it at checkout then they found the name didn’t match to the nhs discount card you used? 

That's absolute tosh, at least in my case.

There was no mention whatsoever about it being restricted to military personnel, or anybody else and I signed up as an ordinary customer.  It's been confirmed several times (including an email from a named senior manager) that I would start on the SVT but then be switched to Zero Fixed Oct 22 and backdated to the start date.  That hasn't yet happened.

I also switched to Variable DD but BG then sent a letter saying that they'd cancelled my DD so I'd be charged more.  It's just bait and switch, or sheer incompetence: my account still isn't set up and I can't see or submit meter readings.

If the next DD doesn't bring the balance to zero or is not reflecting the Zero Fixed Oct 22 rates then I'm off to the Ombudsman, it's overcharging plain and simple.

So where are you at now?

You said you switched to BG Zero Fixed Oct 22 just before Symbio went bust.

Ofgem notified us Symbio were ceasing to trade on 29-Sep-2021

Switches have to be completed within 21 days, so presumably you have been on supply with BG for about 5 weeks now, if not longer.

I suppose you have already issued a formal complaint if you are not yet on the tariff you were promised?

Whilst I have little time for BG, I must say thay are usually quite quick to address formal complaints. As there appears to be no other factors involved here (e.g. they are not waiting on a third party to obtain some information from), and transfers between tariffs with the same supplier can occur either the same day or the next working day, then what has been the response you have received to the formal complaint (if you have made one)?

Furthermore, BG seem quite happy and prompt to issue a formal deadlock letter as soon as they believe a deadlock situation to arise.

Have you got a deadlock letter yet?

If so, you can go to the ombudsman service right now

MWT

Deleted_User said:

@MWT But BG were quoting effective dates in early December (on 22/11), but now seem to be moving them back. They were, by their own statement on 22/11, supposed to be issuing another statement today, but that has not appeared so far. 

They started off so well....

There are usually two dates that will be mentioned in any SoLR process.

The first is the effective date which is when the new tariff runs from.

The second is the transfer date which is when the central database gets updated and the 'switch' to the new supplier is completed.

The first date is important for your bills, the second date is important as it is the first day that you can safely switch elsewhere.

Shedman

And hopefully the time between those two dates falls through the cracks and doesn't get charged by anyone (not that I'm saying that's ever happened to me 😉)

dbks

CRISPIANNE3 said:

...

Just checked and see my electricity still shows as Neon Reef as the provider. 

Disgusting!

Neon Reef managed to complete the odd ad-hoc switch request within 5 working days.

How long does it take a supplier the size of British Gas to switch 30,000 accounts???

dbks

brewerdave said:

I've received a 4th email from BG announcing that my supply start date is now 6th Dec - no request for meter reads.- previously it was the 3rd.
 It's getting very confusing with NR also sending out emails and asking for a meter read for the 21st November after I had already updated on 22nd!
No update on my account other than the later date , still asking for me to ring them -I don't think so on an 0333 number which, despite their claims , isn't free from all landlines !!!

Let's make it less confusing for you.

British Gas have been supplying your electricity since Sunday 21 November 2021.

As for phoning BG, last time I looked it advised you against trying to contact them that way as they were extremely busy, but provided alternatives methods such as chat (if you can get it to work) or snail mail.
Amazingly they have no email facility to allow you to contact them.

If you do phone them, then expect to be on hold for hours listening to someone telling you how important your call is to them ... and eventually probably being cut off.
If you are successful, the person on the phone will probably tell you they cannot answer your query and to contact them via chat.

dbks

brewerdave said:

Deleted_User said:

These dates seem to be a moveable feast. I seem to recall NR going bust on the 16th Nov. Do we get charged for the dead time in between NR and BG at NR rates then? 

In theory ,both BG and NR should use the same date and start read - however , on 2 of my previous SOLR processes, I've had issues with overlapping dates and readings which have been quite difficult to resolve!! 

Surely, that can only happen if you have not given the new supplier the same readings as you provided the old supplier.

The new supplier is entirely responsible for managing the switch process, so any issues, this time, you simply need to complain to BG ... who will probably refute your complaint in full, blame you entirely for the issue, and issue a deadlock letter and close your complaint.
(another complaint closed within x days for British Gas)

Btw, dates should never overlap when a SoLR is appointed. The effective date is ordered by Ofgem.