[Lavender56]

I've moved home, my app isnt working, thinks I've gone to another supplier

[WilliamB]

Hi @Lavender56,

This is quite common, when you move out of a property with ourselves, the app won't work after the account is vacated. If you are with us at your new property, you would need to create a new account within the app using your new customer reference number.

Can I ask have you already contacted us regarding moving out of your old property?

Thanks,
William

[Lavender56]

It's been a nightmare - the meters were labelled wringly and now, two weeks after miving in, I'm atill suspicious about which meter is which.
thank you for replying though. :)

[Dean]

Hi @Lavender56,

Are you still experiencing these issues if you are please could you drop me a DM with the link in my signature and I can look into this for you.

Kind Regards Dean

[PaulGrow]

@Lavender56

I'm trying to move now and it's a nightmare. I can't get to speak to anyone that can help me and this is after two and a half days. I fell asleep waiting on hold on the contact number.. it took forever but nothing. I'm waiting 40 minutes now for an online assistant ion the web chat. It's crazy. the moving house form won't let you enter a date later than today's so all I really want to know is do I have to wait till the day i move to transfer? After over 24 hours I'm still no closer to getting through or an answer

[Lavender56]

The only thing I can suggest is try and ring tge very second they open. E.g. watch your phone at 08:59 and press your dial out button as soon as 09:00 begins! (A bit like the GP surgery 😆)

[WilliamB]

Hi @PaulGrow,

I'm sorry that you have been experiencing long waiting times while trying to get through to us. To answer your question about moving home, yes you would need to wait until you have received the keys to create an account with us. This is the reason that the move in form doesn't allow you to select a date in the future as your move in date.

Thanks,
William