Yorkshire energy ?

masonic

phillw said:

goatfaced said:

I can finally see things on the app and website. 

My details have re-appeared as well, although it still says they are sorry to see me go.

Strange. I still have the limited details, with no meter reading or direct debit panels visible.

Coys

Phones4Chris said:

If you are talking about an error in your address on the Western Power Distribution database, ring them up and get them to correct it, but first do a check to see what details are showing on Royal Mail's address/postcode site to be sure it's not an error there being propagated. Then you can get it corrected on your SP account.
I assume the email about the failure came from Neon Reef? Did you get any other "sign-up" emails from them before the failure?

Our house name is correct on the Royal Mail database (eg "Highview" ) but wrong on Western Power's (High View"). It wasn't a problem the last two times we switched. We received successful DD setup emails from Neon Reef before the failure message. I emailed SP and they contradicted the earlier phone call by saying my a/c setup wasn't complete, so maybe that's the problem.

I've also emailed NR asking which of the two suggestions in their auto-generated failure email is the actual problem; surely they must know.

Phones4Chris

Coys said:

Phones4Chris said:

If you are talking about an error in your address on the Western Power Distribution database, ring them up and get them to correct it, but first do a check to see what details are showing on Royal Mail's address/postcode site to be sure it's not an error there being propagated. Then you can get it corrected on your SP account.
I assume the email about the failure came from Neon Reef? Did you get any other "sign-up" emails from them before the failure?

Our house name is correct on the Royal Mail database (eg "Highview" ) but wrong on Western Power's (High View"). It wasn't a problem the last two times we switched. We received successful DD setup emails from Neon Reef before the failure message. I emailed SP and they contradicted the earlier phone call by saying my a/c setup wasn't complete, so maybe that's the problem.

I've also emailed NR asking which of the two suggestions in their auto-generated failure email is the actual problem; surely they must know.

You said DD email"s" from Neon Reef was that one "complete" and one "amendment" as I did (having just signed up to Neon Reef) ?. Did you then get a Welcome to Neon Reef email with a Welcome pack, or just the fail email?
Does your SP account say "We're sorry to see you go" ?

Coys

Phones4Chris said:

You said DD email"s" from Neon Reef was that one "complete" and one "amendment" as I did (having just signed up to Neon Reef) ?. Did you then get a Welcome to Neon Reef email with a Welcome pack, or just the fail email?
Does your SP account say "We're sorry to see you go" ?

I got a Neon Reef Welcome Pack, a "DD Complete" email, and two "DD amendment" emails (first for about £60 as expected, and after the registration rejection, an amendment to £0.00)

When I registered online with SP my logon got linked to an old a/c we inherited when we moved here. I thought a phone call had sorted that but it hadn't. A subsequent email to CS got a "give it time" response so I can't log on to my current SP a/c until they fix the mess.

I hereby withdraw my earlier praise of Scottish Power customer support.

masonic

Coys said:

Phones4Chris said:

You said DD email"s" from Neon Reef was that one "complete" and one "amendment" as I did (having just signed up to Neon Reef) ?. Did you then get a Welcome to Neon Reef email with a Welcome pack, or just the fail email?
Does your SP account say "We're sorry to see you go" ?

I got a Neon Reef Welcome Pack, a "DD Complete" email, and two "DD amendment" emails (first for about £60 as expected, and after the registration rejection, an amendment to £0.00)

When I registered online with SP my logon got linked to an old a/c we inherited when we moved here. I thought a phone call had sorted that but it hadn't. A subsequent email to CS got a "give it time" response so I can't log on to my current SP a/c until they fix the mess.

I hereby withdraw my earlier praise of Scottish Power customer support.

Even without access to your online account, you should get an email and SMS to the details you provided to SP in the initial form within a few days of your switch being registered. I started my switch on the evening of 4th Jan and got the SP "sorry your leaving" email and text on the morning of the 7th.

phillw

masonic said:
I started my switch on the evening of 4th Jan and got the SP "sorry your leaving" email and text on the morning of the 7th.

I switched on the 5th and haven't received a sorry you're leaving email, despite the online account saying it.

Phones4Chris

Coys said:

Phones4Chris said:

You said DD email"s" from Neon Reef was that one "complete" and one "amendment" as I did (having just signed up to Neon Reef) ?. Did you then get a Welcome to Neon Reef email with a Welcome pack, or just the fail email?
Does your SP account say "We're sorry to see you go" ?

I got a Neon Reef Welcome Pack, a "DD Complete" email, and two "DD amendment" emails (first for about £60 as expected, and after the registration rejection, an amendment to £0.00)

When I registered online with SP my logon got linked to an old a/c we inherited when we moved here. I thought a phone call had sorted that but it hadn't. A subsequent email to CS got a "give it time" response so I can't log on to my current SP a/c until they fix the mess.

I hereby withdraw my earlier praise of Scottish Power customer support.

Thanks for explaining that. I haven't had any "fail" email (yet???!!), I did get a further DD amendment still showing the correct monthly payment, which I guess is because I queried the previous DD emails which showed a truncated account name (and what I'll describe as a "truncated address") because I was concerned whether the bank might bounce it. Well the full address details are now showing as correct, but the name still truncated, so I'll see what the bank have done when I pop in there on Tuesday. The "truncated address" was also showing in the NR on-line account that I registered - both supply and communication addresses, that's now been corrected. This address issue is one I have encountered from time to time and seems to be down to the cr*p software or database that some companies use (usually mobile phone networks!), it's totally correct on Royal Mail.
Up until now SP hadn't sent me the account number, so I rang their main 0800 help number yesterday and asked for it so I could create an online account and not have to waste time in long phone queues just to look at my information. The account doesn't show any tariff, balance or DD information yet, just the personal and address details - obviously because SP are still working through things!
Did they tell you a new account number when you spoke to them? Maybe you need to register a new online account with such a number?

derelyth

I'm hoping things will straighten out, but SP are on track to overcharge me already...

On the 1st of December I submitted my electric reading to YE as usual. 17151. 

On the 6th, following SPs Comms, I submitted a reading of 17234. 

When I checked YE, they had both my monthly reading and the SP reading as Closing. 

Now however, that page is unavailable and the SP reading page lists the 6th December reading as 17151, not 17234...

I'll be switching as soon as the transfer is complete...!

masonic

derelyth said:

I'm hoping things will straighten out, but SP are on track to overcharge me already...

On the 1st of December I submitted my electric reading to YE as usual. 17151. 

On the 6th, following SPs Comms, I submitted a reading of 17234. 

When I checked YE, they had both my monthly reading and the SP reading as Closing. 

Now however, that page is unavailable and the SP reading page lists the 6th December reading as 17151, not 17234...

I'll be switching as soon as the transfer is complete...!

Everybody is seeing their last reading provided to YE as their previous reading on their SP account. The readings provided through the SP contact form will probably turn up at some stage.

GunJack

I wish I was seeing any readings on the SP site ......