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How long does it take to set up account


Moved last Friday and sent photos of meters

Not heard anything back

​How long does it take
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Best answer by woz 4 July 2019, 17:55

hi tjdaz1
it usually takes 17 days from when you apply to when you switch unless there are problems identifying your meters, in which case it could take a bit longer. Your account should be updating to let you know if it's on track. Have you used the app?
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Userlevel 7
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hi tjdaz1
it usually takes 17 days from when you apply to when you switch unless there are problems identifying your meters, in which case it could take a bit longer. Your account should be updating to let you know if it's on track. Have you used the app?
Hey @tjdaz1

Just FYI I've moved this to our section all about joining & switching 🆙
@woz is absolutely right - the team would've emailed you asking for more meter info to be able to set your account up with the correct details. From there the switch takes 17 days 😮
Hi there I joined way back in April and my account is still not set up and not allowing me to give opening readings?
Userlevel 7
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JPWhite;33372:
Hi there I joined way back in April and my account is still not set up and not allowing me to give opening readings?


Hi JPWhite
As this is your first post, welcome to the Pure Planet community!
When you post here you are talking to your fellow customers, not directly to Pure Planet.
Others will have some more thoughts, but I can't see how you can have actually joined if your account has not been set up. If you look at the joining and switching FAQs you'll see what should happen each step of the 17-day process. It ends with you giving your readings and your first direct debit being taken. I'm assuming from what you have said that you have not made any payment yet?

If that's the case, if I was in your shoes I would try starting again on the switch process and see what happens.
Alternatively, you could check who is actually supplying your energy - you can find out how here:
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/connections-and-moving-home/who-my-gas-or-electricity-supplier

Hope that is some help. Come back and update us!
Stephen
Userlevel 7
Badge +10
hi JPWhite
did you join through the app or via a comparison website? (If the latter in April you won't have joined, but that's changed since)
Have you checked your email or wattbot for any messages asking for meter details?
Is the direct debit being taken? If not you haven't joined.
JPWhite;33372:
Hi there I joined way back in April and my account is still not set up and not allowing me to give opening readings?

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