Energy provider stopped trading, can’t access statements

[StareIntotheMaggotDrawer]

Not sure if this is in the right place, but I tried to log in to my account today and received a message that they have ceased trading (Avro energy, if anyone else is with them).

When I log on, non of the usual links work so I can’t see my balance or access my statements. I had smart meters but they reverted to normal when I switched to Avro so I now give readings manually. I have emailed them enquiring about statements, but received an auto message back stating the same thing as their website.

Is there another way to obtain this, if Avro don’t respond to my email?

I don’t know another way to ensure my details are accurate when I am switched over to the new provider, especially as I’m in credit usually so I want to make sure I don’t lose any money.

I’ve had issues before when switching with providers disputing balances, so I’d like to avoid the headache if I can!

Following as my provider has gone tits up too. I’ve already had contact from British Gas saying they are taking over the supply.

Have you downloaded any statements that would be in the files on your computer/phone?

Worrying isn’t it. British Gas were really dear when I last shopped around, so if I am contacted by them I’ll be switching away again!

I haven’t had any contact yet, but it seems Avro have just gone today so it might be too soon. Shame, as they were really competitive and easy to deal with which is a rare find these days

No I haven’t downloaded any recently, I used to just view them online

Fuck. I'm with Avro and we have a huge credit that I have been meaning to contact them about. Over £400. Heard they had gone bust today but didn't think they'd immediately remove access to our information. I just view my statements online, I never download them. Fuck.

It says on MSE that Ofcom say it's OK to cancel our DDs if we want. I might do that as I have nothing in writing confirming my huge credit balance. I don't even know the exact amount.

Does anyone know how long it takes to be transferred to whoever will be taking over?

Are they going to be answering phones etc to customers or is that it now?

The info I got is not to switch.

I hadn't heard. So much for my cheap fix!

I’ve cancelled my direct debit RavingAnnie just in case. Apparently Ofgem will ensure the newly appointed suppliers will pay back any money owed to customers, but I also read that between the two companies who have ceased trading there are 800,000 customers to deal with so mistakes are bound to happen!

It may be that their website is just down today, especially if loads of people are trying to access it as a result. If I hear anything on email I’ll be sure to update.

We are with Avro too. Just heard this morning that they've gone bust.
Suppose will have to sit tight until we hear from new supplier.
Slightly anxious over how much new costs are going to be 😬

@StareIntotheMaggotDrawer
stop any direct debit you have with this provider immediately

take photographs of your meter reading for all your utilities and make sure you have the date and time

do not pay anything to another company until they send you documentation of what you are paying for and as you have the photos of your supply it needs to be near this figure

Oh and make sure you keep the money you would have been paying on any direct debit into a separate account, increase the amounts by a good 30% so you have the money to cover the utilities later on

Does anyone know how long it takes to be transferred to whoever will be taking over?

Someone on a different thread said it took about 6 months of hassle 😔

We've also been moved to British Gas (from people's energy) and according to their website they'll give us a 'better deal than is available on the open market' but even if it is, based on comparisons I was doing last night we'll be paying at least 30% more

I've had nothing from avro. I only knew they'd give bust because it was on the news.

I've been with them since April and I've never had a statement. They kept claiming there was an administrative issue that never got resolved.

So I've no idea what my balance is or anything. Hurrah

To anyone reading this thread that is not with one of the big 5 utility companies

make sure you keep a weekly track of your meter readings, photograph them and ass your meter reading online to the company

reduce any credit - reduce direct debits and get your credit as low as possible

by giving regular (set an alert on your phone) to do weekly readings and input

even if you have a smart meter - take regular photographic evidence of your readings - you don't have to keep them all just the last two readings for each utility

So I've no idea what my balance is or anything. Hurrah

but you can now take control and take photographic evidence of your meter readings

stop any direct debits to the company

put away the money ready to pay at a later date - you can check the approximate price of fuel with the company taking over and add on their daily standing charge so you have at least a rough idea of what the cost will be

Do we just hang fire until another gas firm contacts us? Is this done by mail?

We're with Avro too. The issue will be OFGEM getting other companies to take 800,000 new customers on, when the remaining companies can't charge the "floating" customers the market rate because of the price cap. Not expecting a new comany any time soon.

If you've viewed the actual statement online, as opposed to just looking at the amounts, the file should be in the temp downloads folder on your device. I've found mine from August. Unfortunately they're named 'pdf(number)' so not the easiest to search for.

Do not cancel your direct debit. Any credit is protected and will be transferred to the new supplier, but in the meantime, you need to pay. It's too easy to fall into debt if you don't pay for a few months.

Keep trying, I managed to get access to mine earlier this morning. I switched to Avro a couple of weeks ago, so annoying!

I couldn’t access my account at all last night but managed to log in this morning and kept refreshing until I could see my statement and balance.

I'm sorry to hear you're having these issues :( I hope whoever takes over your supply doesn't hike the prices too much!!

I did want to say thank you though - just heard that my supplier are in crisis talks (bulb) so off the back of your post I'm going to log on and download all my statements.

Hope you get something sorted, it's a worrying time for a lot of people.

I'm with Avro too and actually logged in on Monday evening and downloaded a statement as a precaution in light of what was starting to happen, or I thought I had but gutted it doesn't seem to have saved on my laptop. It's wrong that we can no longer access our accounts online though as that information will still be there.

It's worth keeping an eye on this Ofgem page as we might hear there first who they've moved us to: www.ofgem.gov.uk/information-consumers/energy-advice-households/what-happens-if-your-energy-supplier-goes-bust

Ofgem advise to yes cancel direct debit - I am in credit with Avro and did so yesterday. Not passing anymore money their way. I will settle up anything I am owed at the time. Did a meter reading 1st thing this morning and will do so weekly.
Some people who have already been moved from other bust companies to ones that are still going have all been automatically placed on most expensive tariff.
I don't think it will be that easy to just switch - hundreds of thousands of people all trying to switch at the same time and even fixed rates will be massively more expensive if you are able to get one.

You will probably find out about your new supplier either tomorrow or on Monday. The energy companies have to volunteer by today, so it depends who is appointed. To be honest it’s a shed load of work for not much benefit with wholesale prices being above the cap (the difference between the two will be covered by the market as a whole so somebody will take on the customers).

The new supplier will put you on a rate that is around the price cap level (so cheaper than current fixes), but this is still likely to be a fair bit more than you were paying.

You will always pay for the energy you are consuming so if you cancel your DD make sure you keep the money to one side - plus around a 30% uplift for the new tariff. It won’t be the new company ripping you off btw, they will still be making a loss because wholesale prices are nuts !

Yes will start putting money to the side, so I don’t end up with a huge bill I can’t pay when this gets sorted, thanks for the tips.

I have just done a quick quote on a comparison site just to see what I’m looking at and the quotes are coming in at over double what I pay now .
I’m looking into who offers the cheapest rates per kwh and standing charges at the minute. I will of course wait and not start switching but I want to have an idea of who I can go with once I am able to switch away.

These quotes were from some of the ‘cheaper’ companies, so if I get moved onto one of the bigger providers I can’t imagine what the increase will be.

Thanks JLbaby glad you managed to get access, I’ll keep trying.

Just to reassure you I was with Green Network Energy when they suddenly stopped trading. I did nothing and my account was transferred to a good rate with EDF. I then set up a new direct debit with them and my credit balance was transferred.