Unable to switch electricity provider due to database

hbuteo

Hi, I was wanting to change provider from Scottish power to octopus.   Octopus energy are unable to switch me as the national database apparently has my meter as "de-energised". I have checked with Scottish power and they have confirmed the database is correctly showing it as "energised".  How do I solve this stale mate????  How do I know who is right?

Any tips would be appreciated.   My only idea is to cancel the octopus switch and try a third provider??

[Deleted User]

Contact Octopus and ask them to provide you with a screenshot of the database page showing meter de-energised. If the meter serial numbers match (ie; what is on the database with your actual meter serial number) then send the screenshot to SP. Only the current supplier can amend a database listing. It is possible that Octopus has picked up on an old meter serial number for your property.

Scot_39

As @[Deleted User] - you have 2 conflicting reports - and need proof of the problem.

A meter operating normally - with SP billing system - is not the same - as one registered properly and solely(*) on the national meter database against your property.

But if they used those exact words - then you need to check with Octopus again.

SP are probably best placed to correct any error.

But other suppliers - like SO - say will try to help new customers resolve certain - not common but not exceptionally rare either - database issues - (*) like say an old legacy system second MPAN still showing as energised / active - from say an old white meter / comfort / radiotelemetry metering configuration - long since removed. 

But then warn they will charge the second SC automatically based on database - until asked do so (not so reassuring).

hbuteo

Thanks! I have asked octopus for a screenshot as @[Deleted User] suggested.   Fingers crossed 🤞

Mouldymeat3

Our property has two listings on the database; on entering our postcode and scrolling down we are disconnected, scrolling up from the bottom we are connected. It comes about because we had the supply removed for building work and on reconnecting the system made a new entry.

hbuteo

Mouldymeat3 said:

Our property has two listings on the database; on entering our postcode and scrolling down we are disconnected, scrolling up from the bottom we are connected. It comes about because we had the supply removed for building work and on reconnecting the system made a new entry.

How did you discover you had 2 entries?

hbuteo

No reply from octopus.   If no response by tomorrow, I think I will try ringing SP instead of going through their "chat" service. 

Mouldymeat3

hbuteo said:

Mouldymeat3 said:

Our property has two listings on the database; on entering our postcode and scrolling down we are disconnected, scrolling up from the bottom we are connected. It comes about because we had the supply removed for building work and on reconnecting the system made a new entry.

How did you discover you had 2 entries?

When I first tried to move to Neon Reef (a long while ago), I had no response so tried again a week later. This time the front desk spotted my attempt and promptly came back with the reason and sorted it out for me. A real pity they went down, they served me very well.

hbuteo

So despite the first person from SP telling me there was no error, I rang today, and spoke to a very helpful person who immediately saw the error and told me neither he, or his floor manager had seen it before! Not sure what the problem was exactly, but they have sent the form to ees/ecoes to correct the database which should take 4-6 weeks.  So finally all good !

QrizB

Thank you for the positive update! I hope everything gets sorted out. Do let us know how it goes.