Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • Rosaespanola
    • By Rosaespanola 3rd Oct 15, 2:04 PM
    • 4Posts
    • 0Thanks
    Rosaespanola
    Can't switch supplier as national database incorrect??
    • #1
    • 3rd Oct 15, 2:04 PM
    Can't switch supplier as national database incorrect?? 3rd Oct 15 at 2:04 PM
    I've been trying for over a month to switch supplier for gas and electric and am at my wits end! I hope someone can help as I really don't know who to contact next.
    I'm currently with E-On and have just come out of a fixed tariff so am now on their most expensive one. I first tried to switch to Extra Energy via comparethemarket but got a message saying the details I'd given for the meter didn't match the national database as it had my house listed as having a prepayment meter. I called CTM and they put the details in again, with the same result. They advised me to call E-On and ask them to check their records - they said they had the correct details and confirmed that they had no record of my house ever having a prepayment meter. I called CTM back, they resubmitted the application with a note explaining this. Same result. I tried doing it directly via Extra Energy's website, same result. By this time nearly 3 weeks had gone by while I waited for replies or for a time when I could make phone calls. I gave up on Extra Energy, assuming it was an issue just with them, but have had the same problem with the other two suppliers I've now tried. Neither of them have been able to tell me what I can do to resolve this, so does anyone on here have any suggestions? After some research to find out what the national database is, I tried calling Ecoes but was told they couldn't give out information over the phone and only non-domestic organisations can apply to see information on the database! I'm really fed up of all this, so any help will be gratefully received.
Page 2
    • molerat
    • By molerat 8th Nov 17, 3:16 PM
    • 18,797 Posts
    • 12,958 Thanks
    molerat
    Hi
    I am trying to change supplier and my meter is showing as a pre pay gas meter, but they were changed to mart meters in august, no one seems to want to help or get this corrected
    Everytime I try Eon, they tell me it is correct
    i try phoning now and cannot get through, and the webchat isnt working

    any suggestions on where I can go next?
    Originally posted by diw47uk
    Was it E.On that installed the smart meter ? There was a problem earlier in the year when the national gas database was closed for updating and a backlog built up, it seems that a few changes may have fallen down a crack. You need to contact E.On to get it sorted. There are E.On reps on here that are very helpful so contacting them may get things rolling. WebForumAdvisors@eonenergy.com and point them to this thread.
    www.helpforheroes.org.uk/donations.html
    • diw47uk
    • By diw47uk 8th Nov 17, 3:53 PM
    • 4 Posts
    • 1 Thanks
    diw47uk
    Thanks
    Thanks for the pointer. I’m still quite new to this. Being 70 I am a bit of an old bird and cannot seem to get in touch with E-On on here. Sorry for being dim. What am I doing wrong.

    My meters were changed in August so makes sense would’ve been around that time.
    • trickytree1963
    • By trickytree1963 8th Nov 17, 9:12 PM
    • 248 Posts
    • 149 Thanks
    trickytree1963
    Hi
    I am trying to change supplier and my meter is showing as a pre pay gas meter, but they were changed to mart meters in august, no one seems to want to help or get this corrected
    Everytime I try Eon, they tell me it is correct
    i try phoning now and cannot get through, and the webchat isnt working

    any suggestions on where I can go next?
    Originally posted by diw47uk
    If you have a Smart credit meter with Eon and they have it on databases as PAYG you need to raise a complaint to Eon to get the database corrected. Write to them heading letter "Complaint" and outline the issues. They might not have updated the Meter Serial number and status on the database . This could be the root of the problem.
    Last edited by trickytree1963; 08-11-2017 at 9:13 PM. Reason: Missed sentence
    • SpotlandRules
    • By SpotlandRules 8th Nov 17, 9:21 PM
    • 192 Posts
    • 79 Thanks
    SpotlandRules
    To keep you costs down, whilst this farce is carrying on, move to another tariff with EON. Yes, there will be leaving fees mentioned, but ignore those.

    When the database is correct. move over to EON's standard tariff, as there is no leaving charge for that tariff.

    It will then be free to move.
    Last edited by SpotlandRules; 08-11-2017 at 9:25 PM.
    • diw47uk
    • By diw47uk 8th Nov 17, 9:31 PM
    • 4 Posts
    • 1 Thanks
    diw47uk
    Thank you both for the advice. They are both great ideas. I will get onto that tomorrow. And transfer into a cheaper tariff while I wait. Thank you so much for advising an old dear in the next steps
  • E.ON Company Representative: Helena
    Hi
    I am trying to change supplier and my meter is showing as a pre pay gas meter, but they were changed to mart meters in august, no one seems to want to help or get this corrected
    Everytime I try Eon, they tell me it is correct
    i try phoning now and cannot get through, and the webchat isnt working

    any suggestions on where I can go next?
    Originally posted by diw47uk
    Morning diw47uk,

    I'm sorry I didn't get time to reply yesterday

    Thank you guys for helping with my email address and what to do

    I'm sure I can help you.

    I've got the email that you sent, but could you please send me another one with your account number, full address and post code. Your new meter serial number (this should be on a sticker on the meter)

    I can then email all the details over to the guys that can up date the data base.

    Thank you.

    Helena
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • diw47uk
    • By diw47uk 9th Nov 17, 7:51 PM
    • 4 Posts
    • 1 Thanks
    diw47uk
    Sent
    Hello Helena
    I have sent them over
    thank you for the help, and thank you for everyones help
    • ywyeap
    • By ywyeap 3rd Jan 18, 4:26 PM
    • 2 Posts
    • 1 Thanks
    ywyeap
    Help!
    Dear Helena, I am unable to switch supplier as well due to the same issue with national database. I have been on the phone with E.On and they have advised me to contact National Grid. Upon speaking to National Grid, they have advised me that E.On should be contacting them instead to make any changes to my address. Looks like I am being passed around. I have sent an email to both E.On and National Grid but I would appreciate if you can help in making sure this gets resolved so I can change supplier. Tariff ending in 2 weeks.

    Many thanks in advance.
    Wayne
    • AndyPK
    • By AndyPK 3rd Jan 18, 7:44 PM
    • 2,905 Posts
    • 813 Thanks
    AndyPK
    needs to be sorted by your existing supplier.

    can take 28 days
  • E.ON Company Representative: Helena
    Dear Helena, I am unable to switch supplier as well due to the same issue with national database. I have been on the phone with E.On and they have advised me to contact National Grid. Upon speaking to National Grid, they have advised me that E.On should be contacting them instead to make any changes to my address. Looks like I am being passed around. I have sent an email to both E.On and National Grid but I would appreciate if you can help in making sure this gets resolved so I can change supplier. Tariff ending in 2 weeks.

    Many thanks in advance.
    Wayne
    Originally posted by ywyeap
    Morning ywyeap,

    Welcome to the forum

    Is it your address that is wrong?

    If you can send all of your information to me using the email in my profile, I can get it emailed off for you.

    I'll need your full name, account number, correct information that you need updating and meter details.

    Thank you

    Helena
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • PJLP
    • By PJLP 4th Jan 18, 12:06 PM
    • 1 Posts
    • 0 Thanks
    PJLP
    Contact Helen
    Thought I would be able to contact Helen through the Forum directly hope she checks in and contacts me .

    I am trying to move from Scottish Power , they have an incorrect gas meter number identified to our property .

    I have sent them photos of the meter clearly showing the number installed . A meter reader also provided the same information to them via his PDA , They have this information since October but still not changed . Can it be chaged by anyone other than your existing supplier .

    Otherwise you account is just kidnapped by them .

    Please give me a link to contact you Helen to help if you can
  • E.ON Company Representative: Helena
    Thought I would be able to contact Helen through the Forum directly hope she checks in and contacts me .

    I am trying to move from Scottish Power , they have an incorrect gas meter number identified to our property .

    I have sent them photos of the meter clearly showing the number installed . A meter reader also provided the same information to them via his PDA , They have this information since October but still not changed . Can it be chaged by anyone other than your existing supplier .

    Otherwise you account is just kidnapped by them .

    Please give me a link to contact you Helen to help if you can
    Originally posted by PJLP
    Hi PJLP and welcome to the forum.

    I've had a few emails about this lately.

    I'm afraid it is only your current supplier that can get this information updated on the national data base for you.

    They should be getting all of the correct informatiom from you and sending this to the correct departments.

    I'm sorry I can only help with it, for our customers.

    Thank you

    Helena
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • ywyeap
    • By ywyeap 8th Jan 18, 2:23 PM
    • 2 Posts
    • 1 Thanks
    ywyeap
    Resolved
    Hi Helena, thanks for your reply. Issue seems to have been resolved now. Fingers cross.
    • vagalume13
    • By vagalume13 20th Jan 18, 1:15 PM
    • 1 Posts
    • 0 Thanks
    vagalume13
    Problems Switching
    Hi all,
    Same problem here.

    Spent 50 mins on phone with Eon trying to swap from Eversmart to E-on.
    Apparently I can't cause my MPAN and serial number on ECOES db is linked with another address from the one I have.
    I was advised by E-on to speak with my current supplier and have that changed.
    Called them and what they told me is that there's no problem with my address, it matches ECOES database, and I should go back to E-on and do the normal process.
    Can't tell who's right or wrong in this case, I can tell that Eversmart have been awfully horrible with their customer services, complaints, etc. I had to pass a complaint on to Obundsman as they have not replied to a complaint and nor they have provided the info I have requested them. Not to mention how horrible they are, impolite, rude and ironic.

    Can any one assist here?
    • molerat
    • By molerat 20th Jan 18, 2:22 PM
    • 18,797 Posts
    • 12,958 Thanks
    molerat
    Hi all,
    Same problem here.

    Spent 50 mins on phone with Eon trying to swap from Eversmart to E-on.
    Apparently I can't cause my MPAN and serial number on ECOES db is linked with another address from the one I have.
    I was advised by E-on to speak with my current supplier and have that changed.
    Called them and what they told me is that there's no problem with my address, it matches ECOES database, and I should go back to E-on and do the normal process.
    Can't tell who's right or wrong in this case, I can tell that Eversmart have been awfully horrible with their customer services, complaints, etc. I had to pass a complaint on to Obundsman as they have not replied to a complaint and nor they have provided the info I have requested them. Not to mention how horrible they are, impolite, rude and ironic.

    Can any one assist here?
    Originally posted by vagalume13
    You need to contact your regional distributor for them to look at the database and check the details, find out who is wrong and go from there. https://www.ovoenergy.com/guides/energy-guides/mpas.html
    www.helpforheroes.org.uk/donations.html
    • chrisuk1
    • By chrisuk1 31st Jan 18, 12:56 PM
    • 11 Posts
    • 4 Thanks
    chrisuk1
    I am experiencing the same problem. Moved into a house that had a prepayment meter but got it changed to a credit meter several weeks ago. Now I am trying to move from EDF to Bulb but the 'National Database' thinks I still have a prepayment meter so I cannot complete the transfer. I have contacted EDF to try and get them to update the database and was told it will take a 'few days'. I'm not holding my breath!! No wonder so many people do not move suppliers. Everytime I do it there is a problem that turns into a nightmare!!
    • Honeyb01
    • By Honeyb01 2nd Mar 18, 7:49 PM
    • 2 Posts
    • 0 Thanks
    Honeyb01
    We also cannot switch because of this E-on problem - Been on the phone to E-on for a total of THREE hours. They say Ecoes is fine yet three other suppliers say there is missing information on Nat. database including supplier. SCAM so you can't change supplier, profile class and settlement parametres. E-on have a bunch of dismissive, rude and condescending customer "service" representatives who wind you up and are zero help. Thinking about taking legal action as they are holding us to ransom as we can't move supplier and are being ripped off!
    • Meharris75
    • By Meharris75 9th May 18, 2:28 PM
    • 1 Posts
    • 0 Thanks
    Meharris75
    Same problem with British gas
    I have encountered the same issue with British gas and have been waiting over a month for this to be sorted out. I have submitted a complaint with resolver and am still being fobbed off by British gas reps saying it will be 2 more weeks to sort out.

    Can anyone help as I want to change provider to save money but feel this is being done on purpose!!!
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

64Posts Today

2,909Users online

Martin's Twitter
  • RT @LaraLewington: ...and mine suggested I'd achieved a lifelong ambition of being sawn in half by a magician - at our wedding. Wasn't. Don?

  • We are working on it - I think BA has behaved awfully on this. Those flight were no obviously a glitch. It should? https://t.co/8pvtXtUEqi

  • RT @thenicolabryant: Absolutely. We need mental health and financial health as advocated my @MartinSLewis , to be taught in schools. So muc?

  • Follow Martin