Hi. We have already moved home where the supplier is Pure Planet. I have read that I will receive a letter from you by post. But I already joined to the Pure Planet as a new customer and get email that Pure Planet will be the supplier from 02.04.2019. We need a supplier from today.
What should I do ?
16-03-19, 13:12WojciechWe have already moved home where the supplier is Pure Planet
hi wojciech and @Marc
First of all you need not worry about having a supplier, when you move to another property you will always have a supplier, you are then a "deemed" customer of whoever supplies the property, from the time you take ownership or move in to when you switch away.
In your case assuming you mean you joined at the new property, you've effectively switched to the same supplier.
When you say you've joined PP as a new customer you presumably mean at the same address that was already supplied?
(*If not see below.)
If so PP's systems should pick up that it's the same account.
You are being supplied by PP
(If the property had been supplied by someone else you'd have switched to PP and had to pay a different supplier for the time from when you moved in to when you switched, but for you it's instant as already being supplied.
PP will have to work out from the previous occupier where your bill starts and that isn't instant.
Regarding whether the bill to the date you moved in will be added to your account, (I'm fairly sure it will) I'm a little unsure about the actual process so I've flagged it as a question to marc the community manager - it would be good to get a definitive answer on this.
In the meanwhile it won't hurt to go to help in the app, ask wattbot, type "message the team" and give your address and meter readings when you moved in, and explain that the property was already supplied by PP.You'll get a reply in a day or 2.
(*HOWEVER*If you mean you were already a customer at your old property that's a whole new ballgame..
HERE is a link to tell you what to do if that's the case.
You would need to provide closing readings for the old property and close the PP account (takes a short while) and rejoin at the new property whence you would be in the same position as above.
(You could open a new PP account before you close the old one if you're willing to use a different email address, but it's not necessary to do that. If you did you would log out of account 1 and into account 2. You'd need access to both email accounts on your device to enable logging in)
@Marc or anyone who'se been in the same position as the OP, can you verify what happens when the bill drops through the letterbox, does the customer automatically have the bill balance added to their PP account and it's taken by DD or is there some other process?
Welcome to the community!
Thanks for posting. :D
I've flagged this up with our Member services team. They've emailed you to confirm that you're already on supply.
You just need to reply to the email with the date you moved in, and what your opening readings were :up: