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  • FIRST POST
    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 1st Feb 17, 12:03 PM
    • 43Posts
    • 3Thanks
    MSE Andrew
    Add your feedback on energy supplier Toto Energy
    • #1
    • 1st Feb 17, 12:03 PM
    Add your feedback on energy supplier Toto Energy 1st Feb 17 at 12:03 PM
    This is a feedback thread on energy supplier

    Toto Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply.
    Last edited by MSE Andrea; Today at 12:31 PM.
Page 1
    • tghe-retford
    • By tghe-retford 25th Feb 17, 7:26 PM
    • 339 Posts
    • 3,916 Thanks
    tghe-retford
    • #2
    • 25th Feb 17, 7:26 PM
    • #2
    • 25th Feb 17, 7:26 PM
    Switched from Ebico when it became apparent that Toto could beat them on price for both their EquiPower/EquiGas and newly launched Robin Hood Energy Pre-pay.

    Switched via the website and everything went smoothly. I was informed clearly of the switching dates, my rates, how to cancel and the process of switching. The pre-pay Quantum card and electric key arrived before the due switch date and using them for a few weeks, the promise of them being cheaper than the competition for my own personal comparison seems to be true.

    A couple of minor quirks - I was sent two Quantum cards for some reason and one payment hasn't shown up on the online payments page despite it going through okay via PayPoint. Hopefully a non-issue and I keep the receipts as proof of payment regardless.

    Time will tell if they remain as competitive and can maintain their early momentum.
    • Jonie Jones
    • By Jonie Jones 8th Mar 17, 11:07 AM
    • 1 Posts
    • 2 Thanks
    Jonie Jones
    • #3
    • 8th Mar 17, 11:07 AM
    Not an easy company to contact
    • #3
    • 8th Mar 17, 11:07 AM
    Last Thursday i phoned Toto energy to look at switching to them.
    I have a prepaid electric meter but the gas is an ordinary meter and i pay monthly so needed to speak to someone.

    I rang them after 25 mins i did as the message on the ohone said and pressed 5 for a call back which i never got.

    I rang the next day spoke to someone and he sais he would email all the information and confirmation to me that day. It never arrived.

    Cutting a long story short i found the customer services number on MSE so i rang. The man had to send my infomation to his manager and i should get the email today.

    I am supposed to be moving over to toto energy on 1st april (how ironic). I have told toto if i dont hear from them today i will be cancelling the 'contract' as i have not received any confirmation from them.

    I know they are a new company but i have never dealt with such a badly organised one. They just dont seem to know what they are doing.

    If they want to grow their customer base then the way they are going people will not tolorate such poor customer service
    • Tony Musk
    • By Tony Musk 21st Apr 17, 11:56 AM
    • 3 Posts
    • 1 Thanks
    Tony Musk
    • #4
    • 21st Apr 17, 11:56 AM
    Issues - but not TOTO at fault?
    • #4
    • 21st Apr 17, 11:56 AM
    Have had a big problem with creating my TOTO acount - as kept getting an error "myc:001"

    Just been on the 'phone to TOTO's technical department who fixed it for me and it seems this problem is caused by the price comparison websites (including this one) submitting multiple requests to create accounts.

    Interesting - and it shouldn't be happening!
    • enigma
    • By enigma 27th Apr 17, 7:03 PM
    • 2 Posts
    • 1 Thanks
    enigma
    • #5
    • 27th Apr 17, 7:03 PM
    • #5
    • 27th Apr 17, 7:03 PM
    I switched from an eon collective tariff to this as they said they will support the eon smart meter and the price was cheapest apart from iresa (at the time of the switch in Feb). Switch went fine as far as I can tell. Initially when I registered I couldn't login to the website and had to ring and they were quick to answer and sorted it out very quickly. This was in Feb and sounds similar to the problem above so they've not fixed it yet which doesn't seem so good. Smart meter still functions normally. Online account management is pretty basic. No option to add your own readings etc. Has a timeline of events that said payment reminder and meter reading request but I didn't get any emails and payment is direct direct debit. Assume I will be billed 17 May as that will be 3 months from switch. At least there's no exit fees at the disadvantage of it not being a fixed tariff. So far it seems OK.
    • Tony Musk
    • By Tony Musk 15th May 17, 5:17 PM
    • 3 Posts
    • 1 Thanks
    Tony Musk
    • #6
    • 15th May 17, 5:17 PM
    • #6
    • 15th May 17, 5:17 PM
    The TOTO website online management is as said above - VERY basic; which I find very disappointing. Can't see usage, meter readings or well...... anything except that payments have been taken. Not impressed.
    • Peter Genower
    • By Peter Genower 20th May 17, 11:19 AM
    • 1 Posts
    • 0 Thanks
    Peter Genower
    • #7
    • 20th May 17, 11:19 AM
    Never call back
    • #7
    • 20th May 17, 11:19 AM
    Well! In between signing up to this forum, and starting to write this message, Toto have rung me back at last. It has taken them 6 weeks from when I initiated the switch to tell me that they cannot supply me with energy, as my Smart Meter was installed by British Gas. I would never have found this out, if I had not persisted in calling them. They are a complete organisational shambles. If this is an example of their customer service, I would advise anyone tempted to use them to think carefully before comitting themselves. Now I am left having to start all over again - having foregone the chance to join in the recent Energy Club big switch, because I thought I was already sorted out. I have been switching energy companies for some years, and have never come across one that was so inefficient. How are we, the consumers, supposed to know which companies are unable to deal with certain smart meters?
    • Hengus
    • By Hengus 20th May 17, 1:38 PM
    • 4,538 Posts
    • 2,706 Thanks
    Hengus
    • #8
    • 20th May 17, 1:38 PM
    • #8
    • 20th May 17, 1:38 PM
    Well! In between signing up to this forum, and starting to write this message, Toto have rung me back at last. It has taken them 6 weeks from when I initiated the switch to tell me that they cannot supply me with energy, as my Smart Meter was installed by British Gas. I would never have found this out, if I had not persisted in calling them. They are a complete organisational shambles. If this is an example of their customer service, I would advise anyone tempted to use them to think carefully before comitting themselves. Now I am left having to start all over again - having foregone the chance to join in the recent Energy Club big switch, because I thought I was already sorted out. I have been switching energy companies for some years, and have never come across one that was so inefficient. How are we, the consumers, supposed to know which companies are unable to deal with certain smart meters?
    Originally posted by Peter Genower
    How did you pose the question? All suppliers can accept a customer with a smart meter. That said, as the meter is likely to be SMETS1, the new supplier may not be able to read your meter remotely. In other words, you will have to read the meter yourself and pass the supplier meter readings to inform the billing process. I can see nothing in Toto's ts and cs to suggest that the above isn't the case.
    • IAN ROBERTS
    • By IAN ROBERTS 21st May 17, 12:07 AM
    • 1 Posts
    • 0 Thanks
    IAN ROBERTS
    • #9
    • 21st May 17, 12:07 AM
    • #9
    • 21st May 17, 12:07 AM
    This is the first time I have switched and it has been a complete shambles. I have been left in limbo for 6 weeks by TOTO energy who seem to be a TOTAL shambles. I waited and waited for some sort of communication from them and had to resolve to phoning them 5 times, half an hour of waiting ever time. No welcome pack or any sort of contact, until yesterday, much too late. They have taken my DD along with my old supplier of 40 years, promised this and that, but not materialized. Issues still not resolved still no communication, very dissatisfied TOTALLY unhappy with TOTO.
    • Treborstreet
    • By Treborstreet 28th Jun 17, 8:18 PM
    • 1 Posts
    • 0 Thanks
    Treborstreet
    Toto - Poor switching service or self service?
    Toto, your ability to send the welcome pack (e-mail) and set up the direct debit was impressive. However that is where it all goes wrong. There was no notification to SSE who were the current provider of my gas and electric so SSE continued to take the direct debit, when I queried this with Toto by email they assured me they had done the switch and SSE were to blame. When I asked for proof of switching and contact with SSE from Toto so I could take this up with SSE I had no response from Toto despite chasing twice, fearing that all was not well and fedup with no response I called SSE who to be fair I had never had a problem with and revealingly they told me that only one supply had been switched and that as far as they were concerned my gas remained with them. SSE recognised that there was a problem here and fair play to them they then arranged the switch themselves with me to finalise last meter readings and the bill - all which should have been done by Toto. This took over an hour of my time to resolve. Toto continued to ignore emails asking for response on their handling of the switch. So the verdict? I would rather spend more and go with a company that actually has a track record of good customer service, Toto continue to ignore emails and give a bad name to all fledgling energy companies trying to break the bigger firms monopoly. I certainly won't be back to Toto but make up your own minds.
    • Tony Musk
    • By Tony Musk 20th Jul 17, 12:15 PM
    • 3 Posts
    • 1 Thanks
    Tony Musk
    TOTO Shambles is appropriate
    Well now several months in and so far I have had one request by email to submit my meter readings. Could hardly believe the system was so archaic as you have to send a reply by email with your meter readings! Then nothing happened for WEEKS and eventually I got a reply to thank me for my readings. Needless to say - this has not affected my direct debit which continues to be taken at exactly the same amount.

    Then - nothing for another few months and today I get a text message to my mobile asking for my meter readings and including a link to the website. Oh good I thought - they must have updated their website so I can submit my meter readings like you can with a proper energy provider.
    Unfortunately not.
    When I called I was told that the website 'was updated at the end of June to add this facility but oh dear a couple of days ago it broke'. They took my readings over the 'phone instead.
    Well I am sorry TOTO but this just isn't good enough.
    DO NOT SWITCH TO TOTO - they are a useless bunch of chancers.
    • SummerFun
    • By SummerFun 20th Jul 17, 12:19 PM
    • 102 Posts
    • 31 Thanks
    SummerFun
    Well now several months in and so far I have had one request by email to submit my meter readings. Could hardly believe the system was so archaic as you have to send a reply by email with your meter readings! Then nothing happened for WEEKS and eventually I got a reply to thank me for my readings. Needless to say - this has not affected my direct debit which continues to be taken at exactly the same amount.

    Then - nothing for another few months and today I get a text message to my mobile asking for my meter readings and including a link to the website. Oh good I thought - they must have updated their website so I can submit my meter readings like you can with a proper energy provider.
    Unfortunately not.
    When I called I was told that the website 'was updated at the end of June to add this facility but oh dear a couple of days ago it broke'. They took my readings over the 'phone instead.
    Well I am sorry TOTO but this just isn't good enough.
    DO NOT SWITCH TO TOTO - they are a useless bunch of chancers.
    Originally posted by Tony Musk
    Hi Tony Musk

    I don't know you from Adam, but I will certainly take your advice.
    (at least whilst Toto are not the cheapest supplier for me - who needs an online account anyway?)
    • LIZROB
    • By LIZROB 27th Jul 17, 9:30 PM
    • 1 Posts
    • 0 Thanks
    LIZROB
    Very disappointed - have been in the process of switching to Toto since April and still isn't completed. They rang to say we had to have new smartmeters a few weeks ago installed and fixed a date in August then today someone different rang to say that we'd qualify for a smartmeter upgrade and could he book an appt - I told him we already had an appt booked for new ones to be put in and he said that although the system had the date noted there wasn't an actual appt time so no one would come on that day and now he needed to rebook us for Sept. Asked him to email me confirmation that they wouldn't be coming on the Aug date and that they would come on the new Sept date as they'd already threatened that if we weren't in when they did come they would fine us and he said they don't send written confirmations out. I really don't want to continue with this company but when I look for price comparisons on this site now it says I can't switch until the current switch has been completed - but I've been waiting for 3 months and my old energy supplier is still unable to give me a final elec bill as the changeover reading can't be agreed with Toto (who never asked me for a reading or told me when the switch was due to take place) and the final gas reading has already changed twice. Fed up, definitely wouldn't recommend them
    • danfmarkus
    • By danfmarkus 16th Aug 17, 1:17 PM
    • 1 Posts
    • 1 Thanks
    danfmarkus
    Cancelled my Toto contract
    I signed up to Toto last week, and have cancelled already today, after really bad customer service experience :
    - on hold on phone for 30 minutes plus, still no answer
    - several call back requests unanswered
    - sent 2 emails, no answer
    - automated telephone system is confused, takes you through to the wrong dept, then they were very unhelpful, bordering on rude, and couldn't put me through to the right dept.
    - really struggled to find out even how to cancel my contract, no way of doing this on the website.

    This has eaten up a big chunk of my time, with no result except finding myself back at square one!
    • JustCheckingItOut
    • By JustCheckingItOut 12th Sep 17, 2:42 PM
    • 4 Posts
    • 0 Thanks
    JustCheckingItOut
    Cheap Energy Club Error
    Just tried a new comparison for electricity only with Totoís Smart Meter Saver coming back as the cheapest option.
    This isnít available via their website, only over the phone. However it turns out that this is only available as a dual fuel tariff so can MSE please change their records?

    Thx
    • footyguy
    • By footyguy 12th Sep 17, 8:32 PM
    • 3,824 Posts
    • 1,518 Thanks
    footyguy
    Just tried a new comparison for electricity only with Totoís Smart Meter Saver coming back as the cheapest option.
    This isnít available via their website, only over the phone. However it turns out that this is only available as a dual fuel tariff so can MSE please change their records?

    Thx
    Originally posted by JustCheckingItOut
    My understanding is that it is available as either dual fuel or electric only if you don't have gas.

    But you are correct that you need to call them to obtain this tariff as they will need to arrange with you installation of their smart meters before you can get this tariff.
    • jack_pott
    • By jack_pott 12th Sep 17, 8:53 PM
    • 4,259 Posts
    • 5,471 Thanks
    jack_pott
    Toto, don't they supply Africa & Rosanna?
    • Bear7
    • By Bear7 13th Sep 17, 7:28 PM
    • 2 Posts
    • 0 Thanks
    Bear7
    No response from TOTO
    I cannot get through to TOTO by phone - just put on hold. TOTO have not called back, as offered. TOTO have not replied to emails. I have now emailed to cancel switch (within 14 days, cooling off period). I wonder will they respond? As I now want to switch to someone with GOOD customer service and that's not TOTO. Very disappointed.
    • kevbev321
    • By kevbev321 14th Sep 17, 5:40 PM
    • 173 Posts
    • 541 Thanks
    kevbev321
    MSE Cheaper energy club website is wrong - I have just switched to them, the website is showing their smart meter tarrif as fixed for 12 months at the top, but then variable in the text below. I didn't spot this so now have all the hassle of cancelling and searching again. MSE please update your website!
    Comping on & off since 31/08/12
    I comp for fun... and to kill the boredom!
    • blueben
    • By blueben 19th Sep 17, 12:01 PM
    • 6 Posts
    • 0 Thanks
    blueben
    I recently received a notification from Cheap Energy Club stating Toto's Smart Meter Saver tariff was 1.3p per kw/h cheaper than my current tariff. For some reason you can't apply for this tariff online but have to phone them up. After speaking to the operator, they told me I'm not eligible for this tariff but tried to sell me another one, telling me they could lower my bills in the process. It seems the last thing they want to tell you is how much this tariff is per kw/h. After telling me they could lower my bills I eventually got the call taker to tell me the kw/h price which was 2p dearer than my current one. How does this lower my cost? It seems like the advertised tariff is just a sales ploy to get you to phone up, then they try to sell you another tariff that isn't cheaper at all.
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