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Emergency

Switching electricity providers does not work: what to do?

The switch of the electricity or gas provider is meant to be simple and swift. If it does not work because the old provider blocks it or the new one does not supply, you are not without protection: the supply continues, and the switch is bound to deadlines.

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Your chances of getting your money back

The supplier switch is meant to happen swiftly and simply for you; the processing is handled by the providers and the grid operator (energy industry law). Your old contractual relationship only ends with the effective switch or your cancellation.
Until the switch takes effect, you continue to be supplied with electricity via the basic or replacement supply; you are not left without electricity. Delays and errors you can complain about to the provider.

What you should do now

  1. 1

    1. Clarify the status

    Ask the old and new provider about the status of the switch and the switch date.

  2. 2

    2. Check the deadlines

    Check the cancellation confirmation and the agreed supply start.

  3. 3

    3. Secure the supply

    Make sure the basic or replacement supply takes effect if the switch fails.

  4. 4

    4. Complain and enforce

    Complain about delays in writing and demand the implementation of the switch.

How to spot the scam

  • The old provider does not confirm the cancellation.
  • The new provider does not begin the supply on the agreed date.
  • Double supply or double billing threatens.

Frequently asked questions

Am I left without electricity if the switch fails?

No. The electricity supply is safeguarded: if no valid supply contract takes effect, you continue to be supplied via the replacement and basic supply of the local basic supplier. So you need not fear being left without electricity while the switch is clarified.

How long may the provider switch take?

The supplier switch is meant to happen swiftly and unbureaucratically; the technical processing runs via providers and grid operator. If the switch is delayed considerably without reason, you can complain and demand the implementation. Check the cancellation confirmation and the agreed supply start.

What to do with double billing?

Complain about the double supply in writing to both providers and demand clarification of the correct supply start. You only have to pay for electricity once. Present the cancellation and switch documents so the relevant point in time is clear.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.