I can't change energy supplier

doriangray23

I'm with British Gas, and have been looking to fix elsewhere.

Just discovered that when I changed to a smart meter almost two years ago that they didn't update it with the national database, so no one is allowing me to get a quote, let alone switch, because it looks like I'm on a prepayment meter.

I had this issue at the start, when BG didn't update it on their own records and left me without bills for five months before suddenly demanding the money one day (despite the numerous attempts to contact them and them passing me back and forth between prepayment/smart department because their records weren't up-to-date and neither dept were looking into it) which it then took further time for them to agree to spread that amount over upcoming months instead.

So... back again.

If their prices rocket next month am I just stuck having to pay a fortune until they sort this?

MP1995

You should raise a complaint, if you haven't already and note down your concerns succinctly without emotion. How this has affected you moving for a better deal, cheaper energy and make sure they get your meter registered ASAP and that you expect compensation for the above reasons.

If unhappy with their response then escalate to the ombudsman service.

lookbook

MP1995 said:

You should raise a complaint, if you haven't already and note down your concerns succinctly without emotion. How this has affected you moving for a better deal, cheaper energy and make sure they get your meter registered ASAP and that you expect compensation for the above reasons.

If unhappy with their response then escalate to the ombudsman service.

Use Resolver it's free. 

MP1995

lookbook said:

MP1995 said:

You should raise a complaint, if you haven't already and note down your concerns succinctly without emotion. How this has affected you moving for a better deal, cheaper energy and make sure they get your meter registered ASAP and that you expect compensation for the above reasons.

If unhappy with their response then escalate to the ombudsman service.

Use Resolver it's free. 

What isn't free about the ombudsman service?

elsien

lookbook said:

MP1995 said:

You should raise a complaint, if you haven't already and note down your concerns succinctly without emotion. How this has affected you moving for a better deal, cheaper energy and make sure they get your meter registered ASAP and that you expect compensation for the above reasons.

If unhappy with their response then escalate to the ombudsman service.

Use Resolver it's free. 

Resolver is just a third-party complaints middleman. Just as easy to go through the complaints procedure yourself.

BarelySentientAI

doriangray23 said:

If their prices rocket next month am I just stuck having to pay a fortune until they sort this?

Their prices won't "rocket" more than any other suppliers'.  We know what the cap is, so that's the worst you could pay until it's sorted.

Scot_39

The cheapest fix rates have long since been replaced by those reflecting higher market prices being reflected in future cap pricing.

So yes the delay has likely cost you.


But sadly meter foul ups are not that uncommon - more so as often hidden at old supplier at time of change. 

I have read many posts on those with old entries - say phantom/orphan mpans for old twin meters on e7 type deals - that only come to light when try to switch -  say years after a smart upgrade to single meter.

The fact BG managing to screw up billing internally as well - speaks volumes. But their new accounts system has led to issues for some - so their maybe swamped by handling fall out from those self inflicted mistakes too. 

Complaint
Compensation for current delay (if had a cheaper quote now blocked and suplliers current deal more claim for that cost explicitly)
Move when can.

It should only take weeks for a meter database update - I've seen figures quoted in a few posts - but they varied (c3-6 iirc).  Not sure if their is a legal max (they request - but its an externally managed process) you can hold them too.

doriangray23

BG are saying they have updated it, but any site I visit for a quote says it can't give me a quote for this reason.

They can't show me that this is the case, so I remain unsure about proceeding.

Scot_39

When ?

Not to be overly cynical - but to paraphrase Mandy Rice Davis's famous "Well he would, wouldn't he?" - "well they would, wouldn't they?"

Given they couldn't get their billing end right -why expect they would get the rest right.

Complain - and ask explicitly for the date they did so.

how long they think it should take

if outwith normal range - ask them to double check it was actually acted upon - and that they re-request the meter type correction again if wrong.

And have you actually tried phoning for a quote instead ?

People have managed to move - despite the afore mentioned e7 phantom meter issue blocking others.