Just received following from Octopus ref my new but now defunct AVRO account
Just received following from Octopus advising that I'll be put on their variable tariff following my changeover to Avro ... I have not cancelled my Avro direct debit ... happy to keep paying same knowing that OFGEM protects my payments.
But note what Octopus mentions ref AVRO customers who have cancelled their DDs.
When I tried to submit meter readings to my existing AVRO account at 09.40 this morning I was advised:
We're unable to retrieve your data at this time. We've added your request to the queue, check back in 15 minutes..
... but I was able to submit readings on the AVRO site at 09.48.
I'm happy to switch to the Octopus variable rate until such time as I complete investigations into alternatives ... prefer not to switch to a fixed rate elsewhere knowing that they are all likely charging high tariffs for new customers.
There is a possibility that energy prices might fall over the next few months ... in which case variable rates will likely fall too ... but existing fixed rates will not.
Earlier this week I received the refund due from OVO following my switch to AVRO ... OVO cancelled my direct debit at the time their refund appeared in my bank account.
The Octopus account may take a few weeks to set up ... meantime I continue paying the AVRO direct debit ... it is a protected payment
This is the Octopus email received this morning
Dear Duncan,
We’ve been provided your details by Avro Energy’s Administrators as someone who was in the process of switching to Avro when it ceased trading.
Your account is in the process of transferring to Octopus — to get you up-to-speed quickly, you’ll find the most recent email we sent to Avro customers below.
Here’s what you need to know:
Avro Energy ceased trading on September 26 2021, and your energy is currently transferring to Octopus Energy as appointed by Ofgem, the energy regulator.
For now, the best thing to do is submit a meter reading, and if you’ve cancelled your payments, set up a new Direct Debit.
You’ll find the most up-to-date information on our official Avro information page.
We’re already working with Avro Energy’s technology partners to get your switch underway. We’re awaiting the official appointment of the administrators before we can work with the Avro team directly, and agree on the process for both credit and debt balances. All credit balances are guaranteed and protected by Ofgem’s safety net.
We’ve had reports of people experiencing issues submitting meter readings to the Avro site. You can now send us a meter reading here to help us ensure a smooth transition. If you have multiple accounts, you can enter your Avro account number (eg. AVR21XXXX) and postcode (PE3 9PW) here for each account.
This is a new page we’ve set up with help from Avro’s technology partner, so while the address is different from the usual Avro website, your details are still secure.
If you’ve cancelled your Direct Debit, you can set up a new Direct Debit in your Octopus account with just a few taps.
You’ll need to create a password first, and you’ll notice your property and supply details haven’t yet transferred to your new Octopus account. They will soon.
You’re switching to our always-good-value variable tariff, Flexible Octopus. It’s priced £10 cheaper than the Ofgem Price Cap for the typical home, and cheaper than anything available from any other large supplier today — and cheaper than the fixed prices we’re currently able to offer new customers on our own website. It has no exit fees, so you’re always in control.
We’ll send a full breakdown of your rates and charges shortly. If you’d like to read our full terms and conditions, you’ll find them on our website.
Finally, if you’d like to choose a different energy supplier, we currently expect that should be possible from the end of November.
Q: My Avro account was in debit / credit. What will happen with my account balance?
A: Any credit balances are protected by Ofgem rules. We’re awaiting the appointment of Avro Energy’s administrators before we can agree the process, but we will make this as smooth as possible. We’ll update you on this as soon as we can.
Q: I’m moving in (or out) of my property, what should I do?
A: That’s no problem. Just reply to this email and let us know the details. We expect to start working through house moves starting from next week.
Q: I’m owed a Warm Home Discount payment. Will I still receive it?
A: If you’re expecting a payment as part of the 21/22 core group, you will receive it. We expect to receive full details within the next few weeks. If you’re interested in applying for the Warm Home Discount broader group, you’ll be able to do that once we’ve transferred your account to Octopus.
Q: I left Avro Energy some time ago. Why am I receiving this email?
A: We’ve been given your details by Avro Energy, but their information may not be up–to–date. Please reply to this email and let us know if you left Avro Energy before September 26th. We certainly won’t switch you to Octopus from any other supplier.
Q: I’ve switched to a new supplier since September 26th. What will happen?
A: If you’ve used a comparison site, or another company’s website, to switch since Avro ceased trading, the process may fail, be very slow or complicated. After Ofgem appointed Octopus to take over Avro Energy’s responsibilities the energy industry systems have started updating to reflect this, and switches will usually fail whilst these updates are underway. We’ll work hard to make switching possible but please wait to hear from us before trying to switch.
Q: Why didn’t I get a choice regarding the Ofgem decision?
A: Every energy meter needs a supplier to buy the wholesale energy it uses, to pay for distribution and transmission costs, and to take on regulatory obligations like safety. When Avro Energy ceased trading, Ofgem needed a supplier to take on these responsibilities immediately.
That’s it for now – we’ll be in touch again when there’s more you need to know.
Love and power,
Jon Paull
Operations Director
Octopus Energy
P.s. Who are Octopus Energy?
We are the only energy supplier to be recommended by consumer champions Which? for four years running, three time uSwitch’s Supplier of the Year, and backed by the £8.5 billion Octopus Investments.
Our mission is to accelerate the world's transition to renewable energy, and we believe in fair pricing and outstanding customer service.
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