When you switch to us at Outfox Energy, we use the national gas database, known as the XoServe, to validate your details. This is an essential step in ensuring a smooth and accurate transfer of your energy supply.
What the National Gas Database (Xoserve) Is
The single source of truth: Xoserve holds the official industry record for every gas supply point in Great Britain. Each property is identified by a unique Meter Point Reference Number (MPRN), along with meter details, supply status, and the supplier currently responsible.
A requirement for every supplier: All gas suppliers must rely on this database to ensure consistency and accuracy across the regulated gas market.
Why We Check the National Database to Validate Your Switch
We perform this check on your behalf to:
Confirm your identity and address: It ensures that the information you provided us matches the official industry record, preventing any mix-ups.
Stop erroneous transfers: Verifying your unique MPRN in the XoServe database ensures we are switching the correct supply point. Without this check, a customer at a different property could accidentally be switched.
Ensure a clean transfer: By checking the XoServe, we can identify any data issues that could prevent your switch. For example, if your current supplier's data isn't correctly updated in the national record, it will result in an "inactive gas supply point" and the switch will fail. This check helps us proactively manage the process and alert you to issues early on.
Guarantee smooth billing: Validating your details upfront ensures that when your switch completes, your old supplier will stop billing you and we can begin billing you correctly, with no overlap or errors.
We rely on the data provided by your current supplier to be correct in the national database. If we find an issue like an "inactive gas supply point," we will need your help to get your current supplier to update their records. We appreciate your patience and cooperation in resolving any issues so that we can welcome you to Outfox Energy as quickly as possible.
Sign-Up Error: Inactive Gas Meter
We cannot take over your gas supply at this time because your gas meter is listed as inactive on the national gas database (Xoserve).
An inactive meter may be recorded as removed, not installed, unused, closed, or unknown. These statuses prevent a supplier change, even if gas is currently flowing at your property. This is usually caused by outdated or incorrect information and is not your fault.
Why this happens
A meter exchange was completed but not recorded correctly
The meter was incorrectly marked as removed or inactive
A previous change of tenancy was not finalised in industry records
An administrative error within Xoserve
For your switch to proceed, your current supplier must fix this data issue and update the national database. We cannot make this change on your behalf.
Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.
Email template for your existing supplier
Subject: Action Required: Update gas meter status on Xoserve for MPRN [Your MPRN]
Dear [Existing Supplier Name] Customer Service,
My name is [Your Name], and my account number is [Your Account Number].
My recent attempt to switch gas suppliers has been rejected because my meter is listed as inactive or not installed on the national gas database (Xoserve). This information appears to be incorrect.
As my current supplier, you are responsible for maintaining the accuracy of this data. Please investigate and update the meter status for my Meter Point Reference Number (MPRN): [Your MPRN].
Please confirm once the national database has been updated.
Yours sincerely,
[Your Name]
Sign-Up Error: Faulty Gas Meter
We cannot take over your gas supply at this time because your meter is recorded as faulty on the national gas database.
This does not necessarily mean your gas supply is unsafe. However, suppliers cannot take over a supply while a meter is marked as faulty.
Why this happens
A previously reported fault was never closed
A meter replacement was started but not fully recorded
A fault code was added in error
For your switch to proceed, your current supplier must fix this issue and update the national database. We cannot make this change on your behalf.
Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.
Email template for your existing supplier
Subject: Action Required: Faulty gas meter status for MPRN [Your MPRN]
Dear [Existing Supplier Name] Customer Service,
My name is [Your Name], and my account number is [Your Account Number].
My switch to a new gas supplier has been rejected because my meter is listed as faulty on the national gas database (Xoserve).
Please investigate, carry out any necessary inspection or replacement, and update the meter status accordingly.
Kindly notify me once the update has been completed.
Yours sincerely,
[Your Name]
Sign-Up Error: Customer-Owned Gas Meter
We cannot take over your gas supply at this time because your meter is recorded as customer-owned on the national gas database.
When a meter is marked as customer-owned, suppliers may be restricted in the actions they can take, and switching cannot proceed until this status is confirmed or corrected.
Why this happens
A private or landlord-installed meter is recorded
Incorrect ownership details were set historically
Supplier and national records do not match
For your switch to proceed, your current supplier must fix this issue and update the national database. We cannot make this change on your behalf.
Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.
Email template for your existing supplier
Subject: Action Required: Review customer-owned meter status for MPRN [Your MPRN]
Dear [Existing Supplier Name] Customer Service,
My name is [Your Name], and my account number is [Your Account Number].
My recent gas switch was rejected because my meter is listed as customer-owned on the national gas database (Xoserve).
Please review this status and correct it if inaccurate.
Kindly confirm once the database has been updated.
Yours sincerely,
[Your Name]
Sign-Up Error: Inactive Gas Supply Point
We cannot take over your gas supply because your gas supply point (MPRN) is not listed as active on the national gas database.
This may include statuses such as decommissioned, closed, cancelled, planned, or missing. Even if gas is currently flowing, the MPRN must be active for a switch to proceed.
Why this happens
A planned MPRN has not yet been commissioned
A previous closure was recorded incorrectly
Metering changes were not fully updated
An administrative error occurred
For your switch to proceed, your current supplier must fix this issue and update the national database. We cannot make this change on your behalf.
Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.
Email template for your existing supplier
Subject: Action Required: Update gas supply point status for MPRN [Your MPRN]
Dear [Existing Supplier Name] Customer Service,
My name is [Your Name], and my account number is [Your Account Number].
My attempt to switch gas suppliers was rejected because my gas supply point (MPRN) is not listed as active on the national database.
Please investigate and update the supply point status accordingly.
Let me know once the update has been completed.
Yours sincerely,
[Your Name]
Sign-Up Error: Gas Meter Serial Number Not Found
We cannot take over your gas supply because the meter serial number recorded on the national database is missing or does not match the meter installed at your property.
Why this happens
A meter replacement was not recorded
An incorrect serial number was entered
The serial number field is blank
The engineer recorded the wrong details
For your switch to proceed, your current supplier must fix this issue and update the national database. We cannot make this change on your behalf.
Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.
Email template for your existing supplier
Subject: Action Required: Update gas meter serial number for MPRN [Your MPRN]
Dear [Existing Supplier Name] Customer Service,
My name is [Your Name], and my account number is [Your Account Number].
My gas switch was rejected because the meter serial number recorded on the national database (Xoserve) is missing or incorrect.
The correct meter serial number is: [Your Meter Serial Number].
I have attached a photo of my gas meter to assist you.
Please update the national database and confirm once completed.
Yours sincerely,
[Your Name]
Sign-Up Error: Gas Prepayment Meter
We cannot take over your gas supply at this time because your meter is registered as a prepayment meter on the national gas database. Outfox Energy only supports credit meters during sign-up.
Why this happens
The property has a genuine prepayment meter
A prepayment meter was replaced but records were not updated
The wrong meter type was applied
If your property is no longer on a prepayment meter, or was never on one, this is likely a data error from your current supplier. For you to switch to us, the meter type needs to be corrected on the national database. If you have a traditional prepayment meter, this will likely require an engineer visit to exchange the meter (this may come at a cost to you; ask your current supplier for more details). However, if you have a smart prepayment meter, your current supplier may be able to change its settings to a credit meter remotely without needing to visit your property.
For your switch to proceed, your current supplier must fix this issue and update the national database. We cannot make this change on your behalf.
Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.
Email template for your existing supplier
Subject: Action Required: Gas meter type update for MPRN [Your MPRN]
Dear [Existing Supplier Name] Customer Service,
My name is [Your Name], and my account number is [Your Account Number].
My attempt to switch gas suppliers was rejected because my meter is listed as a prepayment meter on the national database (Xoserve).
If my meter is a credit meter, please correct the meter type on the database.
If my meter is prepayment, please advise on the process and any costs involved in converting it to a credit meter.
Yours sincerely,
[Your Name]
Please read this disclaimer carefully before using the information provided.
The information and email templates above supplied are for guidance and assistance purposes only. They are based on general energy industry processes and are intended to help you communicate with your current energy supplier.
You are solely responsible for reviewing and verifying the content of any communication before you send it. Any actions you take as a result of using these templates, including corresponding with your current or other energy suppliers, are at your own discretion and responsibility. We, Outfox Energy, are not liable for any outcomes, costs, or consequences resulting from your use of this information.
Important Note on Potential Costs
Be aware that certain actions you request from your existing supplier, such as a meter exchange or a change in your supply setup, may incur a cost. Any such costs are a matter between you and your current supplier. It is your responsibility to confirm any potential charges with them before agreeing to proceed with any work.