Add your feedback on energy supplier Iresa

DonnySaver · 1 June 2017 at 10:51AM

Not really sure what's going on with my switch to E.ON now...

E.ON asked for my meter readings so I supplied them on 30th May. Now I've just received another email from them asking for my Gas meter reading again?

markipad · 1 June 2017 at 4:03PM

markipad wrote: »

New type of error on Iresa website:

I've been diligently submitting my meter readings to Iresa, at least every couple of weeks, for my own reassurance. This has worked fine until tonight, when I received an error message, stating: "Reading already submitted on 2017-05-23".

Presumably, Iresa can't understand why my gas reading has not altered in 7 days; it is quite simple - I have not used any gas! This is quite normal for me in the summer; I use electricity to heat my tap water, and I have not needed to use any gas for heating. I'd be interested to hear if anyone else has experienced the same thing.

I can understand why this might fail "VALIDATION", but having my reading rejected at submission is surely wrong!!

Helpful replies from Iresa, via Twitter direct message, explaining that my reading cannot be entered unless it has changed from the previous submission, and that they have made a note on my account that I am not using much gas at the moment.

Good response and communication as far as I am concerned, and I am grateful to the other contributors for their replies.:T

ASavvyBuyer · 2 June 2017 at 10:08AM

Shavuot wrote: »

Did you submit the reading on 2017-05-23?
If not, perhaps a reading was obtained by the meter reader on that date?

Even if not you, submitting readings every fortnight is not really necessary.

As it''s the last day of the month today, I submitted my meter readings today, no issues

Iresa seem to be getting a bit quicker validating the electric meter readings.
Like you, submitted electric meter readings on the last day of May (Wednesday) showing in the on-line account today with the transaction records already updated.

molerat · 2 June 2017 at 2:35PM

Just checked my support page and my query of 18th April about my meter point not being set up is marked as resolved 1st June. No comments and my meter point is still not set up. It seems they are just going in and marking them as resolved to keep the numbers down. I have now raised a complaint and informed them that I believe the closing of tickets is fraudulent manipulation of complaint statistics.

Former_E.ON_Company_Representative:_Malc · 2 June 2017 at 2:58PM

DonnySaver wrote: »

Not really sure what's going on with my switch to E.ON now...

E.ON asked for my meter readings so I supplied them on 30th May. Now I've just received another email from them asking for my Gas meter reading again?

Hello DonnySaver and this could be down to delays with switches due to Project Nexus.

This is the name given to an industry regulatory change aimed at improving the UK gas market. It's one of the largest changes to impact the gas industry since privatisation and affects all suppliers. It brings a number of major alterations to our gas processes and systems. Whilst it's going through, the knock on effect will be to temporarily delay switches.

The project involves the movement of large amounts of data and went live yesterday. It was preceded by a transition stage from 22 May to 1 June. During this time no industry updates happened. There'll also be a 'catch up' period after going live so all the information can be pushed through. We expect to be fully back up and running from Tuesday, 6 June 17.

As a result, customers could see up to 8 days added to their joining journey. Although this is about the gas, if you're switching both fuels, the electricity will come over at the same time as the gas.

I'm guessing it's this project that's caused us to ask for another gas reading. If you let us have this, it'll help make sure all's accurate when the switch completes.

Hope this helps to explain DonnySaver and sorry if my speculation is wide of the mark.

Malc

DonnySaver · 2 June 2017 at 4:04PM

E.ON_Company_Representative:_Malc wrote: »

Hello DonnySaver and this could be down to delays with switches due to Project Nexus.

This is the name given to an industry regulatory change aimed at improving the UK gas market. It's one of the largest changes to impact the gas industry since privatisation and affects all suppliers. It brings a number of major changes to our gas processes and systems. The knock on effect will be to delay switches.

The project involves the movement of large amounts of data and went live yesterday. It was preceded by a transition stage from 22 May to 1 June. During this time no industry updates happened. There'll also be a 'catch up' period after going live so all the information can be pushed through. We expect to be fully back up and running from Tuesday, 6 June 17.

As a result, customers could see up to 8 days added to their joining journey. Although this about the gas, if you're switching both fuels, the electricity will come over at the same time as the gas.

I'm guessing it's this project that's caused us to ask for another gas reading. If you let us have this, it'll help make sure all's accurate when the switch completes.

Hope this helps to explain DonnySaver and sorry if my speculation is wide of the mark.

Malc

Excellent description. Thanks Malc.

ph80 · 2 June 2017 at 6:45PM

It all went so well at the beginning and for the past 6 weeks things have taken a nose dive. They don't reply to messages and i've been on hold for over 2 hours in total to try and sort things out but i've finally given in.

I've sent them an email tonight to say that should they not respond to my messages I will simply cancel the direct debit (as they've been taking twice as much as they should have been)!

punamulta · 3 June 2017 at 10:04AM

I cancelled my DD after the first one and switched away immediately upon reading this forum, Thanks to all for the info!
Energy customers build a significant credit balance paying their fixed DD through the summer, If IRESA are barely solvent they'll probably go bust this Autumn and leave an evidently inept OFGEN to pick up the tab.

icharus · 3 June 2017 at 12:52PM

I have received a reply from Ofgem concerning my complaint over transfer obstruction and the difficulty in making contact with Iresa to resolve the issue.

Ofgem say that they are aware of the general communication problems and their Compliance Team is currently in discussion with Iresa to get them to up their game.

They ignored the transfer obstruction element, without notification, which is surely in breach of licensing requirements.

I was then referred to Citizen's Advice and the Ombudsman.

Two words come to mind, 'fart' and 'spacesuit'.

macman · 4 June 2017 at 4:37PM

molerat wrote: »

Just checked my support page and my query of 18th April about my meter point not being set up is marked as resolved 1st June. No comments and my meter point is still not set up. It seems they are just going in and marking them as resolved to keep the numbers down. I have now raised a complaint and informed them that I believe the closing of tickets is fraudulent manipulation of complaint statistics.

I have exactly the same experience. I went on supply on the same date as you and still no electricity meter point set up. However my outgoing supplier has now managed to contact Iresa and agree a closing electricity read. I then received my final bill from E.On the very same today. Quite impressive. Not so Iresa; they say my meter point set up is now being addressed by their 'escalated response team' as an 'urgent priority': however ten days further on and still no meter point.
My complaint is at 8 weeks in a few days so the next stage will be the Ombudsman.

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