Here I go again ….

Rosie1001

I can’t move as on the database I still have 2 mpan numbers and no one will touch me ! 

I have put on a complaint about this … I was told in April it was all done and I only had one mpan at my property now 

Just  spoke to a really helpful guy who is now taking over my account and complaint ..so hopefully will be resolved soon 

Scot_39

Rosie1001 said:

Just got this 

I'd take the compensation - en route to leaving ASAP - youve already gone formal complaint on the lack of meter update - and go to Ombusdman ASAP if not resolved.

It may be me grasping at straws - but the "certain configurations" bit might be telling - perhaps that they seem to be treating you potentially as some sort of legacy RTS or dual meter / mechanical timer install - and not one with a modern ALCS Smets2 smart meter.

Specifically demand the date they requested the meter database update - they should have ideally done it within days not weeks or months after the meter replacment - ask them to double check its being actioned properly - and if not that they follow up the reason it hasnt been.

Did you have two MPANS on your RTS billing - and now only one for your smets2 billing ?

Some suppliers have in past been known to only update one of the 2 meter records at an old twin meter / 2 MPAN set-up and leave a ghost 2nd MPAN behind - only discovered years later when someone tries to move suppliers - and like you - struggling / blocked from doing so.

And so its the non deletion / deactivation of the old second one - which could explain Octopus response.  

I also wonder if you could also maybe talk to your DNO to see if they can help, quoting old and new info.  Saying its been almost 4 months and your supplier appears to not be very helpful in resolving the issue. And its blocking you being able to move.

And again as its blocking you moving - thats one the Ombudsman and Ofgem via them should definitely be interested in.

£175 comp will at least hopefully last a few months of loss of your c15p night rate - at the new c25p day rate - for HW use anyway I guess.  But you need this resolved internally or externally quickly before winter heating needed.  Which could be only a couple of months from now in NE.

Its like there are two conflicting systems inside EDF - one of which appears to be able to bypass meter records - now bad meter records by sounds of things - and one that doesnt. (And its entirely possible E10 isnt an open tariff - which they possibly only maintain for legacy customers - that did arguably include you when came off legacy RTS - certainly been EOn's line for a while)

Id link all complaints about getting kicked off of E10 together - including the inability to move due to meter database - due to the 2nd MPAN records etc - and start the countdown to Ombudsman from the first one. And notify you consider them all linked and plan to escalate to Ombusdman 8 weeks from the first.

Others reading this 

I know its normally up to the supplier at the time of the switch - but wonder if anoyone has experience of switching despite say "ghost" 2nd MPAN issues and getting the new supplier to resolve database.

Can the consumer contact the database firm directly - anyone tried.

Would the DNO who seem to be in the chain - help resolve a dead MPAN record at an address if supplier route proving problematic ?

Longer term - as this has been a pretty squalid 6 months plus for the OP (starting even prior to meter install in Mar on attempts to avoid losing her afternoon boost - the initial offer was E7 overnight only - the main reason she's now on E10).

Has anyone used third party orgs like Resolver.  Does it work for energy suppliers any quicker than internal procedures / Ombudsman. From a quick google for using them for complaining about EDF - it just seems to suggest it aids the standard process - which @Rosie1001 is already well into anyway.

But curiously it also says on the Resolver site 

"Rather than writing directly to the managing director straight away, try to resolve the complaint with the company through their conventional complaints procedures."

So that triggered the thought - do EDF actually state who is responsible for customers - domestic ones - and is there a public email address for EDF UK director responsible for domestic customer services ?

Well according to 

https://www.edfenergy.com/about/governance

There possibly is a responsible director - and Quick google of the Directors name Philipe Commerat (listed as Managing Director, Customers) -  and so found this email address 

removed link

Edit thats weird this site blocks the email address to the site - sorry maybe they are blocked here - against the rules - so just google "philippe commaret edf" if interested

Anyone any thoughts on using that as an option - and if so when ?

Rosie1001

They definitely think I have my old meter …

when I said I have a new smart meter , she asked me to take a photo and email it in !!!!

Rosie1001

I’ve agreed to go on E7 with a view to leaving when I can , most probably to snug once I’ve got octopus account , but I will consider others before I move 

they said the mpan is showing it’s decommissioned on their system but not the national database … so been told lies previously that it was done correctly on several emails from them 

this new guy I spoke to seems to be on the ball and hopefully now he’s taking over my account things will move along quickly …

im not even bothered by the compensation offered , I just want to leave them asap ! 

QrizB

I'm another vote for "take the money and run".

Let them sort out your MPAN problem then switch to a less disorganised supplier

Rosie1001

I feel for others who will be going thru the same issues with Edf 

the RTS switch off has been coming for years , but none of the energy companies have handled it correctly!

Scot_39

There was a similar complaint about rts shutdown and more specifically EDF and their general handling of smart upgrades in the Telegraph the other day.

"The creeping tyranny of smart meters is a national disgrace"

https://www.telegraph.co.uk/news/2025/07/10/creeping-tyranny-smart-meters-is-a-national-disgrace-edf/

Its behind a partial pay wall but it was also on windows PC msn news links so could read it there over weekend.

It has a section in it about edf missing appointments, and edf wording in emails re loss of rts service hw and hesting etc but goes wider to all suppliers and Ofgem about missing rts June deadline and the late reprieve to a phased shutoff.
Its a bit of a rant in places against smart (the Telegraph at times likes to repeat the non mandatory defence line).
But the attack on EDF messaging over rts anc the anxiety over changes might ring true for many.  Especially those still awaiting upgrades.

Rosie1001

I’ll be glad when I leave …

If I  can get E10 somewhere else great , if not , snug will be sufficient 

the new call centre abroad is absolutely shocking … they do not know how do anything so training has been poor for them , their knowledge Is poor also … reading from a script and don’t know how to deviate from that ! 

so EDF is only going to get worse unfortunately… I was very very lucky to get someone with some know yesterday after 2 days of trying … 

if he sorts out my Mpan situation I’ll be happy and then I’m off … see ya EDF …

Swipe

I've had my fair share of smart meter / tariff problems with E.On Next but at least their call centre is still on shore. I'd take my chances with Octopus over anyone else, plus you stand to make considerable savings on Snug compared to your previous extortionate fees on EDF E10..

Rosie1001

Swipe said:

I've had my fair share of smart meter / tariff problems with E.On Next but at least their call centre is still on shore. I'd take my chances with Octopus over anyone else, plus you stand to make considerable savings on Snug compared to your previous extortionate fees on EDF E10..

Not that bothered about the cost … as long as my home is warm enough … that’s why I prefer E10 

I feel others especially in the highlands are not going to be warm enough without a boost , so they will possibly have to use alternative heating at a more expensive cost