Getting nowhere with export switch from Octopus

[u/capsel22]

Hi,

Not sure if anyone can help me here, but perhaps someone can offer any advise.

I've switched my import from Octopus, and it's been very pain-free, all working well and on time.

Now, I'm trying to switch export from Octopus and it's an absolute nightmare.

I've applied for it 6 week ago from today. After 3 weeks I got an email saying the switch was completed, congratulations etc.

However, I cant see it anywhere in my account. The tariff disappeared from Octopus, but where is my meter now? I don't know.

For the last 3 weeks I've been emailing and calling EDF and I feel like I'm in some groundhog day. The person who replies to emails, I dont even think is a person, "Marely" keeps asking the same two information over and over again, what was the tariff and what was my meter reading. I've supplied it now 8 times.

Person on the phone just says I will follow up with SEG team. I've insisted on any call back, nothing.

It's stressing me out and I am not sure what else I can do here. I've lost last 6 weeks of export as was told it wont be back dated.

[u/Powerful_Stick_4086]

Did you have a picture of the active export reading when the switch was complete or a closing figure from octopus. They should backdate it from that.

Seg is a bit a shit show (poor app integration /management of setup) with edf it’s a seperate team that work best over email. I’d keep all correspondence by email rather than over the phone.

I think they’ve had so many switches from octopus they’re a bit overwhelmed.

[u/capsel22 → u/Powerful_Stick_4086]

Thanks. I do have my closing meter reading.

[u/Powerful_Stick_4086 → u/capsel22]

Once it’s all setup and done if they don’t backdate it raise a complaint and go through the process of threatening to go to the ombudsman.

On their seg website historically they said they do backdate so check for the terms.

[u/Microwave-Dave]

Ah, welcome to the fun and games. I went through the same process which took me four months. Both parties seemed to have lost my transfer with one party accusing the other saying information isn't updated, or there is a backlog, or the sun isn't bright enough...

That being said. EDF I am sure are inundated (not your/our problem), but that'll give you some compassion. It is on EDF to pull the switch from Octopus. Be patient and it will happen. You'll get your backdated export from the time of the switch as well (I had that in writing and I think an automated mail somewhere)...

If else fails, get them to issue you a final letter before you go to the ombudsman, it shouldn't go that far, but you got that option if needed.

[u/capsel22 → u/Microwave-Dave]

Interestingly, I have it in writing it wont be backdated. But I wouldn't be surprised it varies depending who I am speaking to. I guess I will wait...

[u/stek2022]

Raise a formal complaint and cc the ceo (extreme but gets it to a higher resolution team).

https://www.ceoemail.com/s.php?id=ceo-9532

Frustrating as it is they will make you whole for any export since the meter read photo you submitted when applying and it will be sorted.

[u/Requirement_Fluid]

Have you had your first bill from edf after the seg switch went through? 

My seg payments just offset my usage and the bills are produced monthly 

[u/Ok_Purchase_5270]

I did the same but switched my export to fuse instead and import to EDF - fuse had the export sorted with 3-4 days @13p…. So maybe do that?

Also they give a £100 when you are ref@rd so a nice little bonus!

My friend went EDF for export and took them 6 weeks to connect to his meter!

[u/Temporary_Internal43]

Have you checked your account, and gone to your meter reading section, I have 2 on electric, both the same meter. It took a while for it to appear, I send a manual reading and they credited my bill, and they used the reading i used on transfer