Why is my supply listed as a 'business supply' and not a domestic?

Hey ​@Iain McDonald 

Have you been able to make any progress with this at all?

If you haven’t re-tried switching online, if not, could you do so and if you’re still receiving error messages would you be able to share a screenshot with us of that error?

Let us know how you’re getting on.

Morning ​@Iain McDonald, I hope you had a good weekend.

Our online sign up process will stop the quote due to the fact that your domestic and export supplies are both linked on ECOES. My advice would be to contact our Support Team and tell them you wish to switch your domestic supply to OVO, and give them the MPAN for that supply. You’ll need to explain that the Export MPAN is listed as commercial, but you don’t wish to switch that MPAN. 

Our Support Team should then hopefully be able to contact our Transfers department to get the switch initiated manually, rather than you doing it online. It may take a bit longer than usual as I imagine a case will need to be raised to our Transfers team to get this done. Let us know how this goes!

I've contacted your support team and quoted your message but still get same response and they can not put me to your transfers department. 

​@Iain McDonald I’m really sorry to hear this. Our Support Team won’t be able to put you through to the Transfers team, they don’t take calls, but I was thinking that the Support Team could take the details for your supply and raise a case to Transfers to get it switched over manually, in the background so to speak.

Let us know if you decide to contact them again. You could request that this is logged as a complaint. This would mean that you’d be given a complaints reference number, and would have a dedicated Complaints Handler who would see this through to resolution. I understand that this won’t be what you’d want to do after logging a complaint with the other supplier as well….

I really hope this is solved for you soon - very frustrating. In the meantime I will see if I can track down someone in our Transfers team myself. I’ll let you know if I have any luck! I’m going to DM you, keep an eye on your private messages.

Cheers,

Ben

We were looking for quote before we consider a transfer so we know what we are signing up to.

​@Iain McDonald just to let you know a member of our Transfers department will be contacting you to discuss what plans we have available, and they can also sign you up to OVO if you choose to switch over 😊. My apologies again for the fact this was made more difficult than it should have been!

Thank you 

No problem at all ​@Iain McDonald. If you wouldn’t mind letting us know if it all goes ok when they call you, we’d appreciate it!

We are still yo hear from your transfer department but meantime can you advise if OVO will be updating their system as this must be a common issue? I see you take export electricity and as they are profile class 08 you must have people registered as domestic for input with 'business' for export on your system?