Issues with current supplier- I want to switch!

KLG1979

Hi all

We moved into a new build in June. We're being supplied by EonNext - we had no choice with that at the start. But we're having issues- we set up a dd when we moved in but they still haven't taken any payments - one issue after another. And of course, each time comes with a good 60 minute hold before speaking to someone and we've been cut off a few times too. We also can't get our smart meter to work. Apparently that is a WAN issue, although all of our neighbours are fine and have gas and electricity on a smart meter. We've been told that our gas meter isn't smart, so even if the reader worked, it would be electricity only.

I'm finding it all so frustrating, I'd like to switch to a provider with better service. I can see that most suppliers say that they're not taking new customers. Is there any way around this? 

(I've clocked up  5 hours of calls to EonNext this week and still none of the issues are resolved)

t0rt0ise

I moved to Octopus in September by emailing them although a direct message via Twitter is quicker. EDF is also another option but you need to call them. 

ecraig

When I switched to octopus they tried to dissuade me really hard from switching.
But with rationale and reason, they accepted. Just call your preferred company with a decent reason why you want to switch. 
I'm liking octopus so far!

EssexHebridean

Another vote for Octopus here - and if you have a friend or relative who is with them then ask them for their referral code too as that comes with a £50 account credit to you both. I switched over the phone as others have done - and yes, initially they were sceptical - in  my case it was simple to bypass that as I already knew that for me they were going to be substantially cheaper than the company I was switching from - you will almost certainly not be in that position but if you stress that you want to swap because you're getting poor customer service from your  current supplier and you've heard good things about Octopus that may well do the trick. 

SAC2334

t0rt0ise said:

I moved to Octopus in September by emailing them although a direct message via Twitter is quicker. EDF is also another option but you need to call them. 

Greg Jackson boss of Octopus  said ring them on TV last night on the Martin Lewis show. My friend has emailed them a few weeks ago and not managed to switch after being told she is on the waiting list .So it looks like its telephone only at the moment 

CookieRose

Another new Octopus customer here - I moved two weeks ago from Shell - the reason, well... SHELL!  The rates are lower, I'm not on a forced DD, so paying for what we use, and got friends and family referral from my mum's account with them so £50 for each of them after my first bill.  I called Octopus and they took care of the whole process, and it took two days!  Waiting for final bill from Shell in the next couple of days, and then new bill with Octopus at the end of the month.

I have a smart meter, but the gas meter has never worked with it - the smart was installed by EDF a few years ago (including  new gas meter as the old one was 40+yrs old), but they couldn't get the gas to connect to the smart (which is the electric).  I've since been told that this is now only fixable by a whole new installation of the whole lot.  Is it just the display or the actual smart meter that's not working?

vic_sf49

Like everyone else, I've just switched to Octopus but from British Gas. Octopus are cheaper (lower standing charges), they actually answer the phone, and BG were annoying me with the excuses as to why my smart meters were no longer smart.

Octopus have a nice clear, and functioning app (not used their website), my smart meters are smart again (meters on the wall, not the in home display), and I just got my £50 for using a referral code. Got my £66 government money credited pretty sharpish too.

I'm very impressed so far.

macman

Twitter is by far the fastest way to communicate with Octopus: the response is usually within an hour for me.

ariarnia

youve already had good advice about switching but i just wanted to ask about the wan issue. 

you say your neighbours are fine but its possible the issue is with where your meters are in the house. the gas meter talks to the electric meter and its the electric meter that sends the info to the supplier. so if the 2 meters are to far appart or if theres alot of concrete or pipes or whatever in the way then it can mean you can only have a smart electric meter and a dum gas meter.

that's the situation we are in so we only have a smart electric meter for now (until we get around to doing the kitchen when we will also be moving the meters) but its not that much of a problem because we just take manual gas readings. the reason i'm saying is that changing suppliers won't fix the problem (tho it might fix your other problems with the service you are getting).