🔍 What’s this about?

We often get messages like:

"EON said nothing submitted, what the hell you guys doing?"

“EDF said they can’t see the contract.”
“The supplier told me it’s live — can you check commission?”

This KB explains why contacting suppliers directly is pointless, how our systems already handle status updates automatically, and what to do instead.

🏦 Supplier Portals – What You’re Actually Speaking To

When you call EDF, E.ON, or BGB customer service, you’re speaking to someone who:

• Does not have access to broker systems.

• Cannot view broker contracts, which live on separate commercial platforms

• Is trained to read whatever’s on their screen — even if it’s irrelevant to your query. 

So when an agent says, “We can’t see the contract,” they’re not wrong; they’re just looking in the wrong place.

If call-centre staff could see broker data, we’d all be out of a job.

⚡ Status Obsession – Why ‘Checking If It’s Live Yet’ Doesn’t Help

We get it — you want to know if your sale has gone live.
But repeatedly asking doesn’t speed anything up.
Supplier registration takes time, and status updates come through our automated reports once suppliers confirm them.

Here’s how it works:

• 🕓 Most suppliers can take up to 10 working days to update their status systems.

• 🔄 BOS automation checks those systems daily.

• 🧾 Your Daily Error Report and Weekly Performance Report will show progress automatically.

If the status hasn’t changed there, it hasn’t changed anywhere.

📊 What to Check Before Raising Anything

Before you reach for the keyboard (or phone):

1. Check your Daily Error Report for objection or pending-live updates.

2. Check your Weekly Broker Performance Report for portfolio movements.

3. Check the Reapplying Sales After Objections KB if there’s an objection in play.

If it’s not in those, it’s simply not updated yet.
No ticket required, no phone call needed, no drama.

☕ Pro Tip

If you feel tempted to call EDF or raise a “status check” ticket; make a cup of tea instead. ☕
By the time you’ve finished it, the system will probably have updated — and if it hasn’t, you’ll at least be calmer.

❓ Common Questions

Q: The supplier says they can’t see the contract — should I be worried?
No. They’re on the wrong system. Check your BOS reports; they update automatically from the correct "one true" data source.

Q: Can I just call to check if the contract’s progressing?
You can call the supplier if you want — but it’s far more productive to have a cup of tea. ☕
Status changes are automated and will show in your next report.

Q: Can I WhatsApp Arpit if I’m really worried?
You can try, but it’ll go straight into the GHOST abyss — never to be retrieved.
Save yourself the thumb strain and check your report instead. 📊

🧱 Summary