Erroneous transfer (ET)
An erroneous transfer is when an energy supplier takes over a gas or electricity meter by mistake. This happens rarely – in around 1% of all switches.
This can happen if:
An energy supplier has been given your details by mistake – more common if you live in a flat or new-build.
Your address or meter details are wrong in the national database used by all energy companies.
There’s been a human or systems error when switching
A switch which you’d cancelled went through by mistake.
In very rare cases, your details may have been used fraudulently to apply for a switch.
How to spot it:
You received an email or letter from your current supplier saying ‘Sorry to hear you’re leaving’, but you didn’t ask to leave.
You receive your welcome letter from your new supplier and notice your meter or other details are wrong.
You received a final bill and your account is closed, but you had no intention to leave.
What you need to do:
Call or email to tell us you think you’ve been switched by mistake.
Keep paying your Direct Debits to us as usual.
What we’ll do:
We’ll work with the other energy supplier to get your supply back.
We’ll continue to bill you, and you won’t have to pay the other supplier anything.
How long does it take to sort out:
These issues are usually fixed within 25 days, but can sometimes take up to 12 weeks.
If you want to switch to OVO, but we’ve taken over the wrong supply, it may take us up to 6 weeks to resolve it and complete your switch.