Switching My Supplier

So, you’re wanting to switch your supplier? Whilst the switching process may seem daunting initially it is a simple to understand process.

There are a few elements and important players in the switching process that I’m going to explain in the article below.

If you are considering switching supplier then be sure this article will keep any uncertainties at bay.

Xoserve and Their Role

Xoserve keeps track of when domestic customers switch gas suppliers because they are the Central Data Service Provider (CDSP). This information is kept in a Central Register that houses data for Gas Suppliers, Shippers, and Transporters.

They are the data custodians, maintain all data on customers, but they do not make direct changes to the data. Xoserve relies on correct information being provided by Gas Shippers and Suppliers to maintain the material as current as possible.

If the information in the Central Register is inaccurate, the Shipper is responsible for updating the register and maintaining the data associated with each of their MPRNs (Meter Point Reference Numbers).

The contractual relationship between gas users and providers is not handled by Xoserve. Xoserve does not limit a gas customer’s ability to swap suppliers whenever they may want to.

The role of Suppliers, Shippers and Network Operators

Gas Suppliers

As a gas customer, you’ll have a contract with your gas supplier, who will bill you for the exact amount of gas you consumed. Your Gas Shipper receives information from your Supplier about how much gas you require and when you require it. In many circumstances, your gas shipper is also your supplier.

Gas Shippers

The shipper purchases the appropriate amount of gas (ordered by your Supplier). They keep Xoserve informed of any changes to your gas supply data.

Network Operators

The distribution network of gas pipes that provides gas to you is owned by Network Operators.

Looking to switch gas supply?

If you are a consumer looking to switch Gas Supplier, you can get advice on how to switch from Ofgem, the energy regulator.

You can find out who your Gas Supplier via:

*calls cost 7p per minute

Problems switching your gas supplier?

You may be asked to contact Xoserve about data needed to switch your home gas supply. An important note is that Xoserve is unable to update any of your details by your, or your supplier’s, request. All instructions to update data about your gas supply must come directly from the Gas Shipper on behalf of your Gas Supplier.

We want the transition to be as painless and swift as possible for everyone concerned.

To help you get started, we’ve compiled the following information about:

• frequent scenarios encountered throughout the switchover process,
• who to contact,
• the best course of action for resolving the problem

Common issues experienced during the switching process

Examples of common reasons for a supplier switch not happening as expected include:

• Xoserve may not have actually received the switch request,
• the request may contain insufficient or incorrect data and is therefore rejected,
• there may be a mismatch with data about your address or your meter,
• your current Supplier may have objected to the switch (if you are contracted to stay with them, or have an outstanding bill),
• the Supplier you want to switch to may have cancelled the switch request,
• Xoserve can only process one switch at a time per MPRN, if you have already made a switch and then changed your mind our system may still be processing the first switch request and any further switches will therefore be rejected.

Therefore, if you experience any issues when trying to work with Xoserve when you are switching your supplier then do be sure to check these cases and alert your supplier to any potential issues or concerns you may have about your switching process.

What to do if…

You have realised that Xoserve had incorrect details about you?

            At the request of consumers or suppliers, Xoserve is unable to alter any information. On behalf of your Gas Supplier, all orders to update data regarding your gas supply must come directly from the Gas Shipper.

You must contact your present Supplier and request that they communicate with the contracted Gas Shipper, requesting that the Shipper file an address amendment request to Xoserve.

The Shipper must use Xoserve’s Contact Management Service to submit the request (CMS). The new provider will be able to process your switch once the details have been processed and updated in the central database.

You’re not sure who your current supplier is?

Check to see if Xoserve has your current Gas Supplier’s information.

This can be accomplished by:

• Calling 0870 608 1524
• Using the Find My Supplier service

Xoserve should be able to provide you with information regarding your Meter Point Reference Number (MPRN) if they have a record of your present supplier, which may aid in the switching procedure.

If Xoserve does not have a record of your current supplier then you’ll need to contact the Supplier you want to switch to and ask them to acquire ownership of the Supply Point with the current location.

Once they gain possession of the Supply, they should contact their Shipper and request an address change through the Contact Management Service (CMS).

Your switch has not been processed because Xoserve does not have any record of your gas supply?

At the request of consumers or suppliers, Xoserve is unable to alter any information. On behalf of your Gas Supplier, all orders to update data regarding your gas supply must come directly from the Gas Shipper.

You must contact your present Supplier and request that they communicate with the contractual Gas Shipper, requesting that the Shipper raise an MNumber* Creation (MNC) with Xoserve.

When your details are processed and updated in the central register, the new supplier will be able to process your switch.

If you would like an update on your MNumber creation request?

On receipt of the Meter Number Creation Request, Xoserve will carry out some validations on the request. If validations are passed, the request will be referred to the Network Operator to investigate,

• Xoserve will normally refer requests to the Network Operator the same day they are received and will respond to the Shipper the same day they receive the Network Operator’s referral answer.
• The referral’s stay with the Network can last anywhere from a few days to a few weeks. This is usually determined by whether or not a property visit is required.
• The Network Operator will investigate using their records or by visiting the property to see if there is a legal connection.
• If a legal connection is discovered, the Network Operator will advise Xoserve to create an MPRN.
• The Shipper will take the MPRN into their ownership
• Your Supplier will then be able to process the switch

Your request for an MNumber may be denied.

If the Network Operator cannot locate a legal or any gas supply for the one being requested, you must contact your Network Operator and request that a Gas Supply be installed.

Some gas suppliers may take care of this for you, while others may not.

Updates should come directly from the raising Shipper in the case of an urgent request for progress. 

The Shipper should tell us of any grounds for the request’s urgency, and we will forward this information to the investigating Network Operator for prioritisation consideration.

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