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!

Same here with the new comparison checks @StareIntotheMaggotDrawer . I was on a dual fuel deal with Avro but doing a quick look at separate providers does look like it might be a slightly cheaper option when we're able to switch although who knows what will be available by then.

Martin Lewis is covering the energy issues on his tv program tonight, 8.30pm ITV.

@Comefromaway

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.

The issue is that there are no good rates currently - the best will be the price cap rate which will be around 22p a unit from 1 October. With all due respect, any switches or failures from earlier in the year aren’t relevant now - your new supplier will move you onto a price cap equivalent rate and it could easily be 30% more than you are currently paying. There are no better deals and it’s impossible for the new supplier to offer the same as your old rate - it would be hugely loss-making and not covered by the Ofgem support mechanism.

I do work for a big six energy supplier and have a reasonable knowledge of all this all works so let me know if you have any questions.

If the uplift will be approximately 30% more, why are people comparison site quotes coming up as double? I'm even more worried now .

@mollycobbles

If the uplift will be approximately 30% more, why are people comparison site quotes coming up as double? I'm even more worried now .

I've seen 30% and 50% increases depending on the supplier and if it's fixed or variable.

Also seen comparison sites saying they can't offer any results!

Just tried to log on again to Avro website and there's now a message that says this:

Your balance is safe. We're currently experiencing high volume of customers on the portal. Please check back later.

I might stay up and try early hours of morning on Saturday.

@ChimChimeny

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

6 months! Oh no!

That’s applicable to anyone whose rate is ending though. My reassurance was more to do with the credit balance and admin worries.

My discounted rate ends 1st Oct and I’m going to have to pay much, much more. But that would have been the case no matter who my provider was.

We had the same. Green Network Energy to EDF. EDF matched the fix we had, I think that's the terms of them being the fallback for the company that's gone bust as they are getting lots of new customers.

If Avro has gone bust, who's going to take the direct debit money prior to being set up with a new supplier?

I wouldn't have thought that Avro can, and surely a new one can't without a new DD agreement being made?

Do not try and switch now is the "advice".

Also, don't just look at DDs when considering prices, consider price per unit.

@StareIntotheMaggotDrawer

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.

Double!?! I already pay 30% more than last year (started a new tariff with Avro a couple of months ago). That's £134 per month. £260 would be difficult to budget for!

*If Avro has gone bust, who's going to take the direct debit money prior to being set up with a new supplier?

I wouldn't have thought that Avro can, and surely a new one can't without a new DD agreement being made?*

Put the money aside somewhere safe and your new supplier will contact you.

This may take a while as there are so many households this is happening to.

@BarbaraofSeville

If Avro has gone bust, who's going to take the direct debit money prior to being set up with a new supplier?

I wouldn't have thought that Avro can, and surely a new one can't without a new DD agreement being made?

From the Ofgem page: Your new supplier will soon contact you to explain how they will take on your account. This will include any direct debits. They will also tell you what will happen to credit balances with the old supplier.

You can cancel your direct debit before the new supplier contacts you if you want to. You will be able to set up a new direct debit with the new supplier.

The direct debit was automatically transferred over to the new company.

EDF matched the fix we had, I think that's the terms of them being the fallback for the company that's gone bust as they are getting lots of new customers
Thing is the companies don't want new customers.

The worst you should be charged is the level of the cap.

www.ofgem.gov.uk/information-consumers/energy-advice-households/what-happens-if-your-energy-supplier-goes-bust

Double!?! I already pay 30% more than last year (started a new tariff with Avro a couple of months ago). That's £134 per month. £260 would be difficult to budget for

It's probably best to go on a standard variable tariff right now, they're much cheaper than the currently available fixes.

You probably also need to start thinking about what you can do to save energy and possibly some above average users need to start thinking about more drastic steps if it's becoming unaffordable as in, is it possible to downsize or move to a better insulated property or release equity if you're an older person who wants to stay in the family home.

Or look for grants to improve insulation, get more efficient heating etc etc. Maybe not in the short term, but if energy is going to keep getting more expensive, it becomes worthwhile spending money or making big changes to reduce the amount you use.

We were transferred to EDF when Green Network Energy went bust and it took us 6 months. I think we were originally told it would take 12 weeks and whenever we called to chase it up we were always told they were SO busy because of the number of customers being transferred.
We didn't get any details of the rate we were being put on until the transfer was completed, so after 6 months!

Might be a good time to try logging into your Avro accounts, I've just gotten in after trying on and off all day.

Dashboard page asking for meter readings by 27th Sept (as normal), is anyone going to do this? Just wondering if worth bringing everything up to date before we're transferred.

@TheWeeDonkeyFella

Might be a good time to try logging into your Avro accounts, I've just gotten in after trying on and off all day.

Dashboard page asking for meter readings by 27th Sept (as normal), is anyone going to do this? Just wondering if worth bringing everything up to date before we're transferred.

I can get in and I get my name appearing now but says no statements and no payments made! Can't give a meter reading which I thought might be a good idea. Gah! 😩

I had the no statements/payment messages earlier @RavingAnnie but I left the screen open and refreshed every so often and when it finally loaded my correct balance and info is showing. I can't click into statements but it has the summary level of dates and bill amount. I've clicked into meter readings but its still buffering, I'll keep on trying and will enter my readings if I can.

Hi all, I panicked about avro and then somehow manage to find someone who had got in using another way as some of their servers are still operational

Type in google

assets.avroenergy.co.uk/MyNewAvro/Default.aspx

Sorry can’t give you link.

I have just logged on and downloaded and printed all my information
X

Thank you so much for this @Tashie4. Got my statements printed off. You're a star!

We were moved from GNE when it went bust to EDF but not their most expensive tariff. However that has now come to an end and they wanted to put direct debit up by £120 a month so have switched to a cheaper tariff for now, though still double what we were paying before. Let’s hope we’re in for a mild winter.

Well is was hours trawling the internet to see if we could. So pleased it has worked and for you too