Skip to main content

I have just checked the status of my account online. Why is it not live?

If you've recently switched to us, your account goes through a registration period as we process and register all of your details from your old supplier. Once we have all of the information required we then need to agree the supply start date with the other supplier. If we need any further information from you, we'll let you know.

How long the process takes depends on whether you chose to switch to us after or within your 14-day cooling off period.

If you chose to switch after your cooling off period, the switching process should take place within five working days after your cooling off period ends. If you chose to switch within your cooling off period, your switch should be completed within five working days (before your cooling off period ends).

In both instances, it can take longer if any issues arise along the way. For example, if your current supplier objects to the switch. We'll keep you up to date throughout, so you always know what's going on.

If you're concerned that your switch is taking longer than it should, please get in touch.