Octopus Refusing Switch

Simrich

I have just had solar panels installed and would like to switch to Octopus Energy because of their favourably buy back tariff.

But Octopus have informed me I cannot switch 'in the normal way' because I am a customer of Shell Energy. Octopus bought Shell Energy last year and I will have to wait several months for the process to complete.

I am of course, free to switch to another supplier, but my understanding from Ofgem is that suppliers are obliged to accept new customers as a condition of their licence.

I wonder if anyone else has experienced a similar problem?

MattMattMattUK

Simrich said:

I have just had solar panels installed and would like to switch to Octopus Energy because of their favourably buy back tariff.

But Octopus have informed me I cannot switch 'in the normal way' because I am a customer of Shell Energy. Octopus bought Shell Energy last year and I will have to wait several months for the process to complete.

I am of course, free to switch to another supplier, but my understanding from Ofgem is that suppliers are obliged to accept new customers as a condition of their licence.

I wonder if anyone else has experienced a similar problem?

Some people who missed the deadline have had the same issue yes. 

Suppliers are generally required to accept new customers, however that is not the case in all situations and exceptions apply, this purchase and merger of customers is one of those. You can transfer to a third supplier, then back to Octopus, or you can just wait a bit. 

Simrich

Many thanks for your reply, Matt. It would appear that customers caught up in a merger are unfairly discriminated against. Transferring to a third supplier and back to Octopus is a way around it of course, but very wasteful of time and resources all round.

MattMattMattUK

Simrich said:

Many thanks for your reply, Matt. It would appear that customers caught up in a merger are unfairly discriminated against. Transferring to a third supplier and back to Octopus is a way around it of course, but very wasteful of time and resources all round.

It is not discrimination. Octopus were very clear about what was happening, they even told people if they wanted to get the £50 transfer to Octopus referral deal they needed to do it before a deadline and that there would be a period when ex-Shell customers were unable to transfer to Octopus as system were merged and Ofgem approved the steps of the merger. 

Simrich

Call it disadvantaged then. As a Shell Energy customer I was told that the transfer to Octopus would take several months, but I'm not aware of being told that we could not switch.

RedImp_2

Must admit I thought the transfer had completed, a number of posts on here from people getting Octopus bills who had been transferred from SE.

bristolleedsfan

RedImp_2 said:

Must admit I thought the transfer had completed, a number of posts on here from people getting Octopus bills who had been transferred from SE.

https://octopus.energy/shell/

Simrich

bristolleedsfan said:

RedImp_2 said:

Must admit I thought the transfer had completed, a number of posts on here from people getting Octopus bills who had been transferred from SE.

Unfortunately the process only started on 30 Jan. Octopus tell me it will be end of July before it is complete but can give no estimate on when my transfer will take place. 

Smeagal

Around a month ago I was with shell and already had the email from them saying octopus had bought them and I would at some point be moved over in the next few months, however I wanted to go on the tracker tariff at octopus so didn't want to wait for the transfer so I switched to edf, took about 3-4 days, then switched straight from edf to octopus, took 3-4 days.

So it took around a week to get from shell-edf-octopus, I also got the £50 referal bonus for octopus even though I was told I probably won't get as I was with shell originally.

Simrich

Thanks for the timings Smeagal. I may do something similar, but it involves a third party (EDF in your case) doing unnecessary work for no gain. I am particularly irked by a letter I received before my switch was reversed from Greg Jackson (Octopus CEO) saying he is seriously committed to transparency, efficiency and making switches a good experience. My experience has been the opposite.