In order to give you a quick overview of your contracts, we provide you with a reporting tool in the MY STORAGE customer area in which you can generate various reports relevant to processing. You will find the reporting tool in the CONTRACTS menu.
Our dispatching team can be reached by telephone from Monday to Friday from 8 a.m. to 5 p.m. at +49 (0)341-4436767. In the other times you are welcome to send us an e-mail at firstname.lastname@example.org. We will take care of this immediately on the next working day.
In urgent cases you can also reach our emergency service outside business hours by calling +49 (0)341-4436767.
There can be several reasons why your nomination may be partially or completely rejected.
In this case, the nominations last confirmed by the TSO and SSO differ from each other. If you sent the last nomination only recently, it is possible that it has not yet been processed. Processing is often automated at fixed times, but at least once an hour. Otherwise, check the nominations you have sent and correct them if necessary.
For all storage contracts, a lead time must be observed which specifies by when a nomination must be received by us at the latest. The usual lead times are 2 hours for flange contracts and 2.8 hours for hub contracts. In the case of a flange contract, for example, this means that if a nomination is sent at 9:35 a.m., only the values from 12:00 a.m. will be accepted. All previous values are rejected. We will also send you the information that the lead time has been violated directly in the APERAK message confirming receipt of your nomination.
As soon as a new nomination is received, we will check whether it is within the contractually agreed capacity limits. If this is not the case, the additional capacities will be reduced. If necessary, check whether your nominated capacity has also been booked or can also be nominated at the current filling level (also see: How do I find out how much injection or withdrawal capacity I can nominate?).
If its not possible, you can book additional capacities as day-ahead capacities online via easystore or within-day capacities by telephone at the Sales department (only during business hours).
If during the processing of an incoming nomination the contractual working gas volume is exceeded or the working gas level falls below 0 kWh, this nomination shall be reduced to the residual quantity from the first hour of exceeding or falling below this level and to 0 kWh in all subsequent hours. If necessary, check whether your storage contract is full or empty by using our reporting tool.
The storage customer shall book the transport capacities. An exception applies to the HUB products.
The following steps are necessary for a transport booking:
1. registration on the capacity marketing platform Prisma
2. conclusion of a balancing group contract with the transport network operator
3. communication of the bank and tax data to the transport network operator
4. notification of balancing group code
5. communication test with transport network operator
6. booking of capacity on Prisma and inclusion in a balancing group
For the transport network operator Ontras you can find more information here.