Opinion needed on failed supplier switch compensation.

Chrysalis

So situation as follows.

No welcome message on meter or IHD, when it usually shows on a switch.
New supplier has admitted verbally and in writing problems their side, but not in wording that says switch is failed, in their words its just a meter communication error.
Meter is actually communicating, Bright service still operational.
Was working on old supplier until day before switch.
New supplier has changed cheap 12m fixed smart tariff to SVR. (liability placed on customer, and price security removed)

I expected Ofgem dont really cover these situations where suppliers can opt out of tariffs, but was at least surprised to find this on their web page.

https://www.ofgem.gov.uk/news/new-compensation-rules-delays-when-switching-suppliers

Now the obvious problem is it is open to interpretation this counts as a failed switch

However the reason for the thread is I rang up Ofgem to clarify if this situation is covered, I was expected to either be told its not covered, or it is covered and compensation is due if it exceeds 5 days.

Instead I was told there is a mandatory target to have it working within 5 days, but is no compensation and you just complain to supplier for a resolution.

They seem to be deliberately sitting on the fence and conflicting their own website, so I would appreciate opinion's on if there is compensation or not for switch's not working within 5 days.

This page also conflicts with the other page, one says its £30, the other says its £40.

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/get-compensation-problems-switching-energy-suppliers

bristolleedsfan

Compensation increased to £40 from 2 January 2025

Has the switch failed or is S/M not currently communicating to new supplier

For compensation switch would have had to take more than 5 working days to complete, whether or not S/M is sending readings to new supplier is irrelevant.

.

Chrysalis

Whether the switch has failed I think is open to interpretation both technically and from a contractual point (if it can never get going on the agreed package has it completed?), normally a welcome to supplier is presented, in this case it is not presented, also meters dont send readings to supplier, they go to DCC, and supplier gets from DCC. The meter is sending to DCC as Bright is obtaining them.

The information that confirms if a switch has completed I expect isnt known to the customer? What would you consider to be a way of knowing if the switch completed? Remember before we had tomato energy telling people their switch had completed and they later found out it wasnt.

The supplier confirmed scripts on their side failed and it prevented the connecting process to complete, thats about as detailed it has got from them.

Thank you for replying on the compensation.

—update—

An email arrived 2 minutes ago, they confirmed it is on supply and its their scripts causing a failure in connecting, and that reason they say is also why no welcome message, it will be treated as completed with no compensation chased if they can resolve it quickly. Thanks

bristolleedsfan

"The information that confirms if a switch has completed I expect isnt known to the customer? What would you consider to be a way of knowing if the switch completed"

Old supplier tariff would disappear or show as tariff not available etc if switch completed, often would get switch completed email from new supplier, some suppliers do not show full account dashboard until switch completes.

On subject of compensation if due and not paid within 10 working days, doubles to £80

squirrelpie

I think whether you've been switched or not can be answered by looking at https://www.ofgem.gov.uk/finding-your-energy-supplier-or-network-operator and following the steps suggested to find your energy supplier. Alternatively, wait and see who bills you.

Which tariff you're on with the new supplier, and which you should be on, is a wholly different question.

meters dont send readings to supplier, they go to DCC, and supplier gets from DCC. The meter is sending to DCC as Bright is obtaining them.

I don't think that's quite right. I think the supplier, or Bright, requests the data from the DCC, who then fetches it from the meter and passes it to the requestor. The DCC doesn't store the information, AIUI; it just responds to requests.

Chrysalis

Yeah I perhaps didnt say it right, but is requested from DCC, which then pulls from meter. But no direct connection to meter from supplier, they only connect to DCC.

Ok was on hold, but then found an online checker.

The supplier is still the old supplier. Thanks for this.

squirrelpie

Your MPAN will be on every bill from your old supplier.

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/81937028#Comment_81937028

So what seems to be the case now.

Tariff removed from old supplier dashboard.
New supplier shows some info but not much, but that might be just how new supplier works.
The address checker on national grid reports supplier as old supplier.
New supplier did send a completed email on the expected day, but contradicts the national grid checker.

bristolleedsfan

"New supplier has changed cheap 12m fixed smart tariff to SVR. (liability placed on customer, and price security removed"

Who is new supplier Eon Next ???????

All large suppliers especially the ones who use Kraken should know customer should go on SVR until the supplier can see 1/2 hour readings coming through.

Chrysalis

Its EON, but the original email seemed to be a mistake, it indicated the tariff change was permanent, but then after the email they sent in the afternoon, they sent a new status email which stated SVR is only temporary.

As you said I am pretty sure Octopus normally is SVR until meter is confirmed working.

EON instead is straight away the smart tariff, but then after about 5 days of not working, they then initiated a temporary switch to SVR.

Monday is the end of their 5 day escalation, so if its not working then I will ask them for an update and tell them what the national grid checker reports as supplier.

Chrysalis

There is another update which isnt good, they have basically said they just going to hope it starts working within 36 days. Feels like amateur hour.