Cannot switch provider.

Lukathecat

I recently tried to switch energy provider.  The new provider was unable to make the switch (electricity and gas) because they said there was an error on the national database "there is more than one property associated with your MPAN and MPRN"
and I should contact my existing provider (EDF) to have it corrected. I haven't changed or attempted to change provider in 20 years so can't see why this would have happened. 

On contacting EDF they advise that there is an industry wide problem with the national database affect switchovers. Has anyone heard anything about this? Can't find references to it on the Web. Are EDF trying to prevent customers from switching?

MorningcoffeeIV

Lukathecat said:

Are EDF trying to prevent customers from switching?

No. Can you imagine the repercussions if they were?

[Deleted User]

Problems do happen with the database from time to time but it's usually just a bad entry. If you get the meter serial numbers from your bill, the meter serial numbers from the meters themselves (should be the sameas the bill) and the MPAN/MPRN from the bills and call your DNO they should be able to sort it out. You can find who your DNO is from your bill - e.g. mine is National Grid (formerly Western Power Distribution) and IIRC the EDF bill shows their phone number too.

Scot_39

Thought I read the supplier has to resolve, in some posts, not the customer.

Sure read in threads about people switching off legacy e7 in particular - that would normally be old / existing supplier.  But then saw So ? Faq saying they often help with transfers in with dual mpan errors etc..

So now really not sure of correct approach.

Lukathecat

I've tried to get EDF to investigate but they just prevaricate, ask irrelevant questions or tell me my account is being transferred to another team. Their poor customer service is the reason I'm leaving them. 

Thanks mmmmikey for the advice, I've now contacted the Network Operators who have confirmed my MPAN and MPRN are correct.

dunstonh

When I recently switched to EDF, I had the same problem, but it was just confusion over the address due to historical reasons and the EDF service team were able to do it where the computer couldn't automatically.  They just requested a copy of my previous supplier's bill showing the address and MPAN and after that it was fine.

I've tried to get EDF to investigate but they just prevaricate, ask irrelevant questions or tell me my account is being transferred to another team. Their poor customer service is the reason I'm leaving them. 

EDF swing from providing rubbish service to excellent service but lack consistent "normal" service.   They transposed my registers, and it took multiple attempts to fix (and I am still not sure it is as the bill was retracted but not yet had a replacement), but when I needed my meter tails replaced and an insulator switch installed, they had someone out the next day.

If it wasn't for their low pricing, I would probably be elsewhere  (or never have switched to them in the first place).

Lukathecat

So an update...
I asked EDF to check my MPAN and MPRN on the national database but they didn't do it. Just prevaricated and then said they were transferring my account to another team.
I contacted the Network Operators and they checked and said my details were correct on the national database.
Then contacted the new supplier again and asked them to reapply for supply. Had a human message back saying they had done this and then automated messages saying they hadn't been able to.
I feel like I'm stuck - unable to switch to another supply. 
Any suggestions most welcome.

QrizB

Lukathecat said:

Any suggestions most welcome.

Submit a formal complaint. They will have eight weeks to resolve the problem.

https://www.edfenergy.com/help-support/making-complaint

If they don't fix it in eight weeks, you can then take your complaint to the Energy Ombudsman.