Ecotricty issues with billing after switching

help50

I switched from Octopus to Ecotricty at the end of May 2026. Since then I have never had a bill and I can only email my readings to them, app says sorry can't be done just now. I complained and got this response:

We're writing to make you aware of an industry issue that has affected your account during your switch to us.

Before you joined Ecotricity, your previous supplier registered your meter under a new industry initiative that is due to become mandatory across the energy industry in 2027. Unfortunately, during your transfer to us, some of the industry data flows required to give us access to your meter information did not complete correctly.

This means that, at the moment, we may not have access to all the information we need to receive your meter readings automatically, calculate your consumption correctly, and produce your bills as quickly as we normally would.

We want to reassure you that:

• This is not specific to Ecotricity and is affecting customers across the industry.
• We have raised the issue urgently through the appropriate industry channels.
• We are working closely with industry parties to resolve it as quickly as possible.
• Your energy supply is not affected.

What does this mean for you?

While this issue is being resolved:

• You may not be able to view meter readings or consumption information within your online account.
• Your first bill, or subsequent bills, may be delayed.
• If you pay by Fixed Direct Debit, your regular monthly payments will continue as normal.
• If you pay by Variable Direct Debit, no payment will be collected until your first bill is produced.
• As a result, your first bill may cover a longer period than usual and could therefore be higher than you would normally expect.

How you can help

To help us maintain the most accurate records possible, we would be grateful if you could take a meter reading each month and send it to us quoting your account number:

home@ecotricity.co.uk

We'll securely store these readings and use them once the industry issue has been resolved and access to your meter data is restored.

We're sorry

We sincerely apologise for the inconvenience and frustration this may cause. This is not the level of service we aim to provide, and we understand how important it is that you can view your usage and receive timely bills.

Please be assured that resolving this issue is a priority for us, and we will keep affected customers updated as soon as we have further information.

Thank you for your patience and understanding.

Anybody else have these issues and had any resolution? Thanks.

MWT

https://forums.moneysavingexpert.com/discussion/6681500/ecotricty-issues-with-billing-after-switching

If you look for other threads on here referencing MHHS (Market-wide Half-Hourly Settlement) you'll find plenty of others with the same issue.

Most seem to have been resolved quicker than yours though…

QrizB

Yes, this sounds to be the same problem that several Octopus-to-EON Next switchers have reported.

Keep sending the readings and (if you're on a fixed DD) making your payments, and it'll all get sorted out in due course.

molerat

I find it appalling that they cannot bill to manual readings. My daughter is with Eon and her account stopped smart readings in September last year but manual readings were submitted and bills were produced from those readings. Her account started showing smart reads again in July.

The fact they are not billing you is surely a breach of their licence conditions ?

I suppose you could go to variable DD and hope it takes more than 12 months to resolve 😉

Swipe

Time to start taking monthly manual readings and work out your cost of usage plus standing charges, and start putting some money aside to pay your real bill when it arrives.

bristolleedsfan

https://forums.moneysavingexpert.com/discussion/comment/82120133#Comment_82120133

"Most seem to have been resolved quicker than yours though…"

How many instances have you seen resolved, I have seen one resolved which had been unresolved for months, I think that person complained to CEO, other(s) switched back to Octopus

MWT

https://forums.moneysavingexpert.com/discussion/comment/82120498#Comment_82120498

Feels like I've seen more than one where there was contact with Octopus to get them to 'release' the MPAN from their end.

MWT

Octopus have been ahead of the rest of the industry with preparations for MHHS it seems and that is why they are the source of these switching issues.

What is not clear is the timing on the update of the industry flows that are not handling the changes for MHHS properly…