Shell energy change of address - refuse to supply

exharris

I was migrated to Shell energy from pure planet and was in their flexible 6 tariff. 

I moved home and called them and they refused to supply me at new address saying they’re not taking on customers (even though I am already a customer). They told me to contact Scottish energy, who currently supply the new property

I completed Scottish powers online move form, but was only presented with a fixed tariff so I didn’t proceed. Just tried to call them but the wait time is it over an hour. 

Is she’ll energy’s refusal acceptable or are they breaking rules?

thanks. 

QrizB

exharris said:

Is she’ll energy’s refusal acceptable or are they breaking rules?

You ceased to be a customer of Shell when ypou moved out of your old home.

Why exactly do you want to join Shell?

Scottish Power's variable tariff is no better or worse than Shell's. Shell only offer a variable tariff while SP have some fixed rates that might (or might not) cost you less.

exharris said:

I completed Scottish powers online move form, but was only presented with a fixed tariff so I didn’t proceed. Just tried to call them but the wait time is it over an hour.

If you don't fancy waiting in the phone queue, you can try web chat or email.
https://www.scottishpower.co.uk/getintouch

Or write them a letter, or just wait until they write "to the occupier".

Gerry1

They don't have to take on a new customer at your new address.  You will be on a deemed contract with Scottish Power.  Just give SP your DD details and opening meter readings, by Royal Mail if necessary.  Don't be forced into a fixed deal, stay with the SVT until things are clearer.

bagand96

As above your contract with Shell was for your previous address.  That terminated when you moved and they have no obligation to enter into a new contract with you at the new address.

You are already a customer of Scottish Power.  The moment you became responsible for the new property you enter into a deemed contract with the existing supplier.  This will be on their SVR tariff which will be at the Ofgem price cap.  You were right not to accept their fixes.  Keep trying to get in touch with them, give them your details and opening meter reads and ensure you're clear you want to stay on the SVR and not take a fix.

EssexHebridean

Do be aware that it has been reported previously on here that even over the phone SP do tend to try to persuade people that they "have to" fix - as above, this is not the case, hold firm and insist that you are only agreeing to go onto the standard variable. If they continue to insist, ask them to email you confirmation of what they are saying - that you have to fix - as it will form part of your official complaint. They'll roll over at that point if not before. 

exharris

Thanks all. 

Phoned SP and asked to be put on SV tariff, this was fine. 

My new property has smart meters but I don’t have any kind of visual display of usage. 

They asked if I want to send readings every 30 mins, once per day, or once a month. I selected once per month.  Not sure what difference this makes 

How do I go about getting a device which shows my usage and cost from smart meter?

RogerBareford

exharris said:

Thanks all. 

Phoned SP and asked to be put on SV tariff, this was fine. 

My new property has smart meters but I don’t have any kind of visual display of usage. 

They asked if I want to send readings every 30 mins, once per day, or once a month. I selected once per month.  Not sure what difference this makes 

How do I go about getting a device which shows my usage and cost from smart meter?

You probably won't be able to get a device unless SP are happy to send you another one and pay an engineer to set it up for you.

If you had chosen sending readings every 30 minutes you could have used an online service to see your usage each day/hour/ 30mins etc.

There is an app called "Bright" that you can download if you have a smartphone and set it up to see this data.

Ultrasonic

For into. the Scottish Power user account has an option that in principle allows you to change the smart meter read frequency.