I thought I should finally make an effort to change from an EDF standard
variable dual-fuel tariff to a fixed EDF one. I assumed it would not be
simple (as far as I could see the tariffs I was interested in weren't
available through a Switch website, and they appeared to be identical on
the EDF website but had different names).

First stage was to set up an online account ("MyAccount") with EDF.
Pretty straightforward. Then I asked for a new tariff. There were a few
filters to get through - I wanted a fixed tariff and to pay quarterly by
cash/cheque. I was offered only *one* tariff, and that one included a
servicing agreement - and it appeared to be a direct debit one! I wasn't
interested in it. No matter what I tried I could not get to the tariff I
was interested in. So I tried clicking on "live chat" and found it
wasn't available!

I then tried several different routes on the edfenergy pages, but they
all ended up at the same place with that one tariff. Next was the 0333
number on the letter I'd been sent warning me of a price rise on 1
April. After umpteen selections of "Press 1" etc, I was told they were
very busy and I would have to wait at least 10 minutes. After 12 minutes
the muzak just stopped and the phone went silent. I held on for another
5 minutes then gave up. I next tried a different 0333 number, apparently
specifically for changing tariffs, but that ended up the same as the
first one.

I then tried edfenergy.com/livechat, expecting it to have the same
unavailability as the previous live chat attempt, but no, I got through.
I find live chat rather slow, but eventually found the agent didn't know
why the two tariffs were the same, and why I'd only been offered one
different one. I was told I'd be sent an email with the explanation.

Before I started this whole process I was convinced it would be an
exercise in insanity, and I wasn't disappointed! According to
"Trustpilot" (who I've previously had issues with and reported to the
Information Commissioner's Office) EDF are rated "excellent" with 4.5
stars. I can only wonder what the other energy companies are like...

--

Jeff