Green Energy UK - online account and app

What_time_is_it

Anyone else who has recently switched to Green Energy UK having difficulty accessing their online account or using the app?

We recently switched both our account and an elderly family members over to GE. 
For us, we still have not had the welcome email (containing details of how to set up the account) despite them telling me on the phone it was "coming today" 3 times now.
For our relative, she can sign into her online account BUT there is no info. No account numbers, no way of submitting meter readings. Just loads of zeros! The app won't let her sign in at all.
The transfer of gas and electricity has happened (we have been assured) last week for both.

Should I be worried?
What are others' experiences?

BUFF

Both app & website working for me but it did take a few days & iirc some stuff won't be available until your supply shifts.

What_time_is_it

Good to know @BUFF. 
I'll keep checking and maybe call them again at the end of the week.
Our supply officially switched last week (on the 8th and the 11th respectively) so I'm not sure what the problem is, but it's making me nervous!

BUFF

1 of my previous suppliers disagreed with the opening read that I gave GE UK & it obviously took a few days for them to settle on a compromise so for a while I had data for 1 meter but not for the other.

(it's actually worked in my favour as the compromise figure was higher than it really was so I will have paid for the extra few kWh at the lower SVT rate rather than the higher GE UK fix rate - probably saved about 60p! ).

EssexHebridean

I struggled initially as it turned out I'd missed the link in the email that took me to the right place to get the online account set up - once I'd done that though it all worked fine. It was in the "your switch to GEUK is almost complete!" email - and it's the bright pink "set up my account" link - I know, it sounds impossible to miss but somehow for me it wasn't intuitive! 

Effician

What_time_is_it said:

Good to know @BUFF. 
I'll keep checking and maybe call them again at the end of the week.
Our supply officially switched last week (on the 8th and the 11th respectively) so I'm not sure what the problem is, but it's making me nervous!

Same here, supply switched on the 8th & i gave readings by phone but nothing since.

danco

I raised a similar issue with them, having switched last Thursday. I emailed them at 7:50 this morning and had reply by 8:15, which I reckon must be a record for speed.

I was told

"The App is being upgraded as we speak and I have been told at the end of this week all should be working.

The ‘usage tab’ will not show anything until you have been billed.

Your online area should be updated by the end of today "

There was one query he did not answer, but I reckon it is probably covered by the other points. There is a "Submit a reading" tab, but when I went to it there didn't actually seem to be a way of submitting a reading.

It was easy to set up my account once I had my welcome email. But for some reason I did not get a welcome email at my main address (not even in the spam folder) and I had to use my second email address to get it. I have had that with a few other online accounts.

The one place I would actually criticise them is about the postcode database they use. This was the short version (which many firms do use) which gave my block of flats under the postcode. It did not list the sixty individual flats in the block, which could create problems. But they have promised to make the correction on my account.

danco

My online account now shows my full address and an account number, which it didn't this morning.

nekr0mantik

My online account and app were fine but it's been 12 days since switch and app still says it's waiting for my meter ID. I contacted them Friday last week and they said it delayed due to the new faster switching service being done. 

Alnat1

nekr0mantik said:

delayed due to the new faster switching service being done. 

     Amazing what can cause a delay 

TonySimon

I can log in but no acccount number, just a zero (0) and won't let me enter meter readings.  Emailed a week ago with opening reading and have heard nothing back.  I am hoping they are just very busy dealing with an influx of applications before they stopped accepting but hoping I have not made a mistake moving here.