Add your feedback on energy supplier Extra Energy

EnergyPro · 20 August 2014 at 11:35AM

Prices seem to be most competitive in the Midlands area, especially for economy 7 meters.
Not sure they are installing smart meters yet so I would be wary.

MABLE · 20 August 2014 at 1:53PM

EnergyPro wrote: »

Prices seem to be most competitive in the Midlands area, especially for economy 7 meters.
Not sure they are installing smart meters yet so I would be wary.

You cannot be forced into having a smart meter.

momist · 20 August 2014 at 4:59PM

Hmmm,

I've twice now had emails from MSE suggesting that ExtraEnergy would be cheaper for me than my current agreement with Flow Energy. When my fix with Flow terminated recently, I jumped at their offer to remain with them, on the exact same tariff at the same rates, until November 2015. I am now on their fix until then, with no exit fee, so I came here to look at what people's experience of EE really is.

The impression I'm getting is that, similar to when I joined Flow in May last year, the start-up company are struggling to cope with the large influx of new customers, and at the same time generate sensible and reliable back-office IT systems. I'd be more upset if they had rushed into service an on-line system that was flawed or broken.

For those who have taken the plunge - thank you for being the guinea pigs (I know how you feel!) and have patience. EE may get there yet. If at any time you have major problems, obviously let everyone here know. If you find they are getting better, and do good things, then please tell us that as well. Thanks to all of you.

Meanwhile, I'll stay where I'm happy, with Flow, rather than risk it for £40 p.a.

mikebenf · 21 August 2014 at 11:18AM

Just as a last check, after getting Extra Energy as one of top three on all changer websites that I tried, I decided to give their Customer Services a call at 10.30 this morning, thinking that this should be their busiest time. It took a mere 2.5 mins to get a response from a very polite CS agent. I'm off to get my "cuddly meerkat" now!

Catslovelycats · 22 August 2014 at 1:09PM

People who have switched to EE: how long did the switch take?

extraenergy · 22 August 2014 at 5:45PM

Dear all,

Here's a quick update from extraenergy that I hope provides some reassurance around a number of issues that have been recently raised in this thread:

Billing
We're currently in the process of sending out our first statements to customers. Some customers have already received statements from us (I believe someone on this forum has already posted that they have received their bill). As per our terms and conditions, at extraenergy we provide a six-monthly billing service. As we took our first customers on board in April, our first statements are only now being issued. When your statement is ready we will send you an email with instructions on how to download this from My extraenergy – your online account. We apologise if any of the above has been incorrectly communicated by our Customer Services Team.

Meter reads
In order to control our costs and maintain our keen pricing, we would not ordinarily send a bill if a customer submits a meter reading out of their normal billing cycle. Meter readings however help ensure that a customer’s bill and direct debit is accurate and we would encourage customers to submit them regularly.

I hope this update is useful to you - your feedback is greatly appreciated! Hope you have a great Bank Holiday weekend!

Kind regards,

Tracey

extraenergy · 22 August 2014 at 5:50PM

catslovelycats wrote: »

People who have switched to EE: how long did the switch take?

Hi,

It takes around 5 weeks to switch your energy supply to extraenergy- this is industry standard and includes a 14 day cool off period.

Hope this answers your question!

Tracey

Snowbelle · 23 August 2014 at 8:47AM

extraenergy wrote: »

Dear all,

Here's a quick update from extraenergy that I hope provides some reassurance around a number of issues that have been recently raised in this thread:

Billing
We're currently in the process of sending out our first statements to customers. Some customers have already received statements from us (I believe someone on this forum has already posted that they have received their bill). As per our terms and conditions, at extraenergy we provide a six-monthly billing service. As we took our first customers on board in April, our first statements are only now being issued. When your statement is ready we will send you an email with instructions on how to download this from My extraenergy – your online account. We apologise if any of the above has been incorrectly communicated by our Customer Services Team.

Meter reads
In order to control our costs and maintain our keen pricing, we would not ordinarily send a bill if a customer submits a meter reading out of their normal billing cycle. Meter readings however help ensure that a customer’s bill and direct debit is accurate and we would encourage customers to submit them regularly.

I hope this update is useful to you - your feedback is greatly appreciated! Hope you have a great Bank Holiday weekend!

Kind regards,

Tracey

You say as per your T&C's you offer a six-monthly billing service and you took on new customers in April and are now sending out statements - surely the statements are not due till around October?

MABLE · 23 August 2014 at 9:07AM

extraenergy wrote: »

Dear all,

Here's a quick update from extraenergy that I hope provides some reassurance around a number of issues that have been recently raised in this thread:

Billing
We're currently in the process of sending out our first statements to customers. Some customers have already received statements from us (I believe someone on this forum has already posted that they have received their bill). As per our terms and conditions, at extraenergy we provide a six-monthly billing service. As we took our first customers on board in April, our first statements are only now being issued. When your statement is ready we will send you an email with instructions on how to download this from My extraenergy – your online account. We apologise if any of the above has been incorrectly communicated by our Customer Services Team.

Meter reads
In order to control our costs and maintain our keen pricing, we would not ordinarily send a bill if a customer submits a meter reading out of their normal billing cycle. Meter readings however help ensure that a customer’s bill and direct debit is accurate and we would encourage customers to submit them regularly.

I hope this update is useful to you - your feedback is greatly appreciated! Hope you have a great Bank Holiday weekend!

Kind regards,

Tracey

Very helpful - thanks. However when are online facilities going to be up and running. We are given so many different stories to the point some contributors to this site are now taking bets.

momist · 25 August 2014 at 10:06AM

MABLE wrote: »

Very helpful - thanks. However when are online facilities going to be up and running. We are given so many different stories to the point some contributors to this site are now taking bets.

I don't know how long Flow had been supplying domestic energy when I joined them, but the online facility was very incomplete and not very functional at first. Emails were quick and reliable though. After a few months, the web site got better, and became the main focus of communication. I'd just give them time to fine tune the system.
One feature of Flow is that they send me a reminder email on a monthly basis with a link to the online meter reading portal. There have been rewards offered in a draw for those who supply the meter readings regularly (not that I need that incentive). Do EE ask for regular monthly readings, and is it easy, anyone?

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