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Energy retailers are experiencing “unprecedented” demands in customer service as consumers scramble to provide meter readings ahead of the record increase to the price cap.
The surge in demand has led to some suppliers’ websites crashing.
Retailers have taken to social media to alleviate concerns, with Octopus Energy chief Greg Jackson likening the situation to queues experienced on the Ticketmaster website.
In a series of Tweets posted shortly before lunchtime on Thursday (31 March) Jackson explained that Octopus had 2,500 calls waiting.
“On a normal busy day, it’d be 150. Yesterday, we increased the number of servers we use by 250% to help with the expected load,” he said.
“Things are calming down a little – but this is the first time the energy industry has been like Ticketmaster. The team are doing all they can – we’ve stopped all activities in operations *except* meter readings,” added Jackson.
A Scottish Power spokesperson said: “We are aware of an issue some of our customers are facing trying to log their meter readings on our website and are working to have the issue resolved as quickly as possible.
“For our affected customers, our android and IOS apps are working and customers can still log their meter readings there.”
An EDF spokesperson said: “We are seeing an unprecedented demand from customers trying to submit a meter reading either online or via the EDF mobile app, which has led to us experiencing technical issues, we’re continuing to resolve this issue as quickly as we can and we apologise for any inconvenience this has caused.”
British Gas, Eon, Ovo, So Energy and Shell have also each confirmed they are experiencing heavy customer traffic.
Ofgem said it was aware some suppliers are having trouble with their websites and that it was engaging with them on the issue.
An Energy UK spokesperson said: “Understandably suppliers are dealing with unprecedented call volumes and website traffic today.
“Most suppliers are offering alternative options such as submitting at a later date, and different methods to send meter readings such as text, social media and email.
“This demonstrates the scale of the problem and how worried people are about high prices, which is why we have been asking government to intervene to provide further support to consumers.”
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