Pure Planet 

Been with Pure Planet for a number of years. OK up until now even though currently paying off additional charges due to keeping my husband warm while battling cancer. Bills have been consistent so queried when there was a £200 spike in monthly usage the same month the Smartmeter was fitted. Raised a query on 25 August and still waiting for it to be acknowledged. They have responded to a query made since then but not even acknowledged the earlier one.
Shame it took this review to get a response. Having said that they have been helpful in their response. Please don't ignore a message which asks when you will reply because it probably means someone didn't get your earlier response. Take it as an opportunity to resolve a problem and improve your systems and customer service.

I moved to electricity only just under a year ago, and even when I was asked to sent them a picture of the gas supply cut off, they still charged me for gas. After 9 months or trying to fix it, I am about to leave. I joined for environmental reasons but others now offer this. It is extremely hard to get reply from the customer service team

Really poor service when moving house. Couldn't contact them about it because customer service is virtually zero. Moved out 24th June - final bill arrived today. Not impressed.
Meter reading reminders don't give you enough time to respond before generating a bill which I find frustrating. Sometimes the app loses your meter readings and you have to do them again. Can't talk to anyone.

The process of transferring from my previous supplier was easy. Prior to transferring to Pure Planet, I did approach another company out of the top 6 that was recommended to me, but their management of the transfer was awful. Pure Planet are in a different league. Thank you.

I am trying to get a smart meter installed, but the Pure Planet community (which is supposed to help) are useless and PP have not sent any details of accounts to their contractor (Magnum Utilities) any account details for some time so they are not able to progress anything without these details. Are PP going bust?

PP have now asked for more information.

In the meantime I have also emailed them as follows: "I am installing solar panels and therefore need a smart meter so that I can take advantage of SEG and to find out if you provide an off peak tariff to top up my battery.

I spoke to Magnum Utilities, but they cannot help without getting the details of my account from you (beginning with 200). They tell me that they have had no communication from you for some 10/14 days, so I wonder if you’re still in business.

The community are useless as you don’t get an answer and WatBott is a waste of space as it sends you round in circles. Is there anyone at Pure Planet who can deal with such matters or are there no employees, but only computers?"
I have an acknowledgement to my email saying they will reply within a week (how's that for speedy service!). All I want is for someone at PP to contact Magnum Utilities and organize the installation of a smart meter; I cannot organize Magnum Utilities myself as they have a monopoly contract with PP and PP have not been communicating with MU.

This is second time I used Pure Planet.
Again hugely disappointed.
You can’t trust them, they do not act in your best interest.
I’ve been with many companies over the years - been using MSE Cheap Energy Club,
Never had this problem with any other suppliers.
I’ve been submitting meter reading regularly.
They underestimate your usage and if you do not check you balance monthly you will be in credit - big time! It is super painful to pay final bill.
My sister in law had exactly the same problem with this supplier.
Stay away from this supplier :(

I have written 3 emails regarding a friend I recommend to pure planet we were both supposed to receive a £50 gift voucher for Amazon. My friend has made 3 payments therefore that can’t be the hold up.
The 3 of my emails have gone unanswered. You get a bounce back email regarding receipt but no answer to my query therefore I cannot recommend this company to any one as they don’t honer their commitments
I am a very unhappy customer. My complaint has been resolved now so I have increased the star raiting to 3 because it’s taken over two months to resolve. I suggest your customer service department answer emails much quicker then I wouldn’t have had to right so many emails

Swift efficient service, no dramas'. Would definitely recommend!

Transfer went very smoothly and information was all very timely. I have only just transferred so can't say more about the company

Excellent move with pond planet. I was informed every step of the way. It’s good to know I’m doing something towards getting a greener planet.

I have been with pure planet for a number of years and have seen their app and offerings improve. However, their support is awful. When something goes wrong then you either have to rely on a public/customer driven community (which can be helpful) or contact support via Watt bot - which means every single question or message has a turnaround time of up to 3 days. When you do get a response , it consists of a sentence that usually doesn't resolve the problem but asks for more information which in turn leads to another 3 day response time. Just so frustrating. I cannot recommend this company based on the support. Whilst energy prices continue their eye watering increase for all, pure planets additional benefits including the members dual fuel discount continue to erode.

I would like to say fantastic switch over simple fast and kept me informed at all times I would recommend pure planter well done thank you

My switch to Planet was seamless. I was kept clearly informed of dates etc every step of the way. It's a great relief to now be on a fixed tariff for 2years! Easy peasy!

Easy change over. Good communication

Thanks, good service. Only issue was we couldn’t start from the date we actually moved in, so started a bit later, but not really a problem.

Follow up to the review below. Very quick request from Pure Planet asking for additional information with a cheery so we can resolve the issue.
Promptly provided full details (including the actual meter number) - expecting a follow-up so I know where the transfer situation is.
Nothing for four days - so no reason for me to change my opinion. I hope this will trigger some actual action as they clearly monitor reviews.

Edited after Pure Planet comment -
Completely misses the point - TRY READING WHAT I SAID AND ACTUALLY SORTING OUT THE ISSUE! One person needs to take responsibility and sorting out via a simple phone call.

The process was simple and quick. No issues at all

My switchover went smoothly and I have no complaints. Many thanks.