EDF Kraken changeover

spenderdave

I have just been moved over to the new EDF billing system, new account number starting A-, which went live a couple of days ago. At the moment the energy hub is only showing data from the electricity meter, no sign of the gas there. I pay monthly whole bill and the website shows I have been charged on 26th January for my January consumption and my account is shown in debit - by the expected amount. But they have not sent me a bill, the latest on the website is the one at the start of January.

Is this just teething problems which will soon get sorted or should I be contacting them?

matelodave

I suggest you should be reading your meter regularly, saving the readings and sending them in to EDF. Dont leave it until summat has gone wrong

pseudodox

I am on Kraken with EDF & pay whole bill DD.  Not on a smart meter.  I submit readings for both gas & elec on 25th of month.  The elec immediately shows the debit amount on my account - always within a penny or so of my own calculations.  The debit for gas does not appear until usually next day (I understand this delay is due to the gas reading having to be converted to kWh using the adjusted calorific value).  Once the total debit figure appears I get a message 24-48 hours later that my bill is online.  Which it is.  All automatically generated of course as readings given on Christmas Day & New Year's Day generated bills in this usual time frame.  

Move to Kraken did have an initial glitch the first month which one call got quickly resolved.  Past 6 months have gone smoothly.

Mobtr

Just wait a while, you’ll get a final bill up to the transfer reading on the old system & the balance will transfer over. The direct debit will be cancelled on the old system & set up again on the new one which is like setting up a brand new one so won’t take effect immediately, usually takes about 2 weeks. You may get a couple of bills in quick succession but this is just to make sure everything is working correctly & the billing is right. All in all it will take about a month before everything settles down & yours back to normal 

dunstonh

spenderdave said:

I have just been moved over to the new EDF billing system, new account number starting A-, which went live a couple of days ago. At the moment the energy hub is only showing data from the electricity meter, no sign of the gas there. I pay monthly whole bill and the website shows I have been charged on 26th January for my January consumption and my account is shown in debit - by the expected amount. But they have not sent me a bill, the latest on the website is the one at the start of January.

Is this just teething problems which will soon get sorted or should I be contacting them?

Kraken uses a fixed day in the month to do the billing.   So, its normal in the first month of changeover to have a shorter period as the date changes from the old way to Kraken.   In my case, I got a bill under the old way, then a bill around four days later via Kraken and then its been the same date each month since.

spenderdave

Thanks, guess I have just got to be patient...

PeterGr

I found monthly billing was established soon after the change in account.  However data in the energy hub was a different matter.  More than 2 months before any gas consumption data was shown, and consumption history for gas and electricity is missing in places, and its more than 3 months since the switch took place.

spenderdave

Gas still not showing in my energy hub. Yesterday  got the monthly bill but it was only for electricity, although the gas meter serial number and tariff were shown. Have emailed them but don't expect a response.

spenderdave

What is the best way to contact EDF these days, emails to hello@edfenergy.com seem to go unanswered and I don't particularly want to spend ages on the phone listening to music. Or do I just sit and do nothing until they eventually notice and send me a bill for my gas?

Mobtr

Ring them, with their new way of working you should get through fairly quickly  

spenderdave

EDF responded to my email. They confirmed it can take quite a while for the smart meters to move over and suggested I sent them a manual reading which I have now done.