Add your feedback on energy supplier Green Star Energy

StopIt

feed_me_chocs wrote: »

My switch date was 15-May so now well into the third week after this and still no meters linked to my account. I'm seriously regretting having gone with this provider now, as if this can't even be done, what confidence should I have that the billing will be correct?!

Any potential saving from the switch is being offset by the anguish being caused in doing so.

To be fair SP didn't let me input meter readings for weeks after I switched to them too. I also had to contact them to make sure I wasn't charged from prior to my arrival at our news house which after a few tweaks from them and BG, was done successfully.


I would challenge the last bit though. Anguish, really? I'm not sure a dodgy computer system should be keeping you up at night! Just forget about it for a little while. As long as you've gave your initial reads via e-mail, it'll buy them some time to get up to speed and hopefully their systems will actually work properly.

feed_me_chocs

Ok, but in fairness if you knew how my previous supplier had performed (not Greenstars fault I appreciate), you'd understand my concern about being out of the frying pan and into the fire!

murphydavid

Just to hopefully add a little more pressure on MSE to keep pushing.

As a late arrivee to this thread I see my experience is a duplicate of others. After being requested found I could submit electric readings but not gas. Emailed them about the gas - no reply. Logged in a week later (today) only to find I can't submit any because my meters aren’t linked (don’t know what that means I presume its down to them) seems the electric readings are lost. Put it down to under staffed and dodgy software. Praying I don't get bogged down in financial mismanagement. Saw "Please email your meter readings into [EMAIL="mse@mygreenstarenergy.com"]mse@mygreenstarenergy.com[/EMAIL] and we will be able to quickly process them for you." above and wonder how its easier for them to take readings from an email when your meter is not linked but not from an online form designed by them. Also how; if they don't have resources to manage normal business, allocating resources to a special email account with information presented in a random order needing manual attention is going to help. Surely (if its true - didnt think the word quickly was in their volcabluary) the man power should be prioritised to linking meters and replying to normal email not sorting through emails from people with un-linked meters. (I wonder if I use that email address I would get a reply?) I see I now have two account numbers one for gas other for electric I prefer one company one client one account number. Another fine mess!

StopIt

Just an update:


I received a final electricity bill from Scottish Power today. (The electricity was first to say it switched too, so not a shock, sorry for the pun).


The meter read that they have should match what I gave Green Star, but we all know, that never happens right?


Actually, to their credit, it does! As long as the gas follows this, that's a cookie for both Green Star and SP.

feed_me_chocs wrote: »

Ok, but in fairness if you knew how my previous supplier had performed (not Greenstars fault I appreciate), you'd understand my concern about being out of the frying pan and into the fire!

Understood!

E.ON_Company_Representative:_Helena

jessical123 wrote: »

I applied to switch to GS, then saw the poor feedback on here and tried to cancel it - not an easy task! Had to call up four times (one time which a charming customer service lady put the phone down on me), repeatedly told it would be sorted before the cooling off period ended - surprisingly, this still hadn't happened, 3 weeks later! In the end it was EON (my current provider) who stopped the switch on their end. Appalling service from GS - please avoid if you can. Just wished I'd checked the feedback on here first and saved myself a headache!

Morning jessical123 and welcome to the forum :hello:

It's good to see that we were able to help you with this and if there is anything myself or Malc can help you with regarding your account, please just ask.

Always happy to help.

Helena

RoughRook

Having a problem setting up a username/password with this company's website, same as spud17 mentioned previously.

I enter 8 characters for password, one being numeric and one being a special character, EXACTLY as instructed. Tried several times, and used both Chrome and Firefox browsers. Spud17 said they'd used Waterfox browser, so that's 3 browsers that have failed.

Have emailed company regarding this on 21st May. Still no response from them.

Have received final bill from previous supplier. Cannot set up online account with Green Star Energy.

Not impressed.

MSE_Dan_L

Hi all

A brief update around a couple of the issues which have been mentioned on providing opening meter readings.

Green Star has told us it has now fixed the problem on its automated line, so you should not be able to submit your opening meter readings this way. But if that doesn't work, you'll be directed to an agent who'll be able to pick this up for you.

Unfortunately it still has a technical glitch with its opening meter readings on its app and website. It has assured us that their techies are working hard to resolve this, but frustratingly it may take a couple of weeks longer. Green Star has explained that the problem occurs if your meter's technical details haven't yet been linked to your account.

This information is received at Green Star as part of an 'industry flow' - there are various flows involved in switching your supply and whilst this normally happens before your supply switches, sometimes it takes a while longer. Unfortunately right now, this bug means that in this scenario it can't take your reading in this way.

Green Star has told us that it doesn't have a backlog on its MSE@ mailbox, but given some of the comments above we've asked to recheck this and ensure that all queries are being fully replied to.

If you need to speak to the team at Green Star you can call its on 0800 029 1560 or email mse@mygreenstarenergy.com

Green_Star_Energy

dings74 wrote: »

Do you have an online login for your current supplier? They should have a status indicator for your account (Scottish power certainly did).


Aside from that? E-mail your meter reads to green Star, their system is not the quickest at getting their meters updated. I switched 2 weeks ago and my meters still hasn't appeared on their system.

---

Yes I do, at the moment nothing has changed although maybe it won'n until switch date 5th June?

I am growing increasingly concerned that MSE have encouraged due to how "easy" it is however this does not seem to be the case.

it is of course far easier to complain than to praise and if everything goes "A" ok I will repost.

Hi Dings74,

With your supply going live on the 5th June you will not be able to create an online account until then - which I know is probably rather annoying for yourself and many others. Once your account has been created you will be able to find out information of your tariff, payments, bills etc... you will also be able to submit your meter reads.

As most customers I am sure you do have concerns, I know myself when I try something different and new I have concerns, but we are here to help and answer your questions so please let us know if there is anything we can do to help.

Thank you
Megan

Green_Star_Energy

murphydavid wrote: »

Just to hopefully add a little more pressure on MSE to keep pushing.

As a late arrivee to this thread I see my experience is a duplicate of others. After being requested found I could submit electric readings but not gas. Emailed them about the gas - no reply. Logged in a week later (today) only to find I can't submit any because my meters aren’t linked (don’t know what that means I presume its down to them) seems the electric readings are lost. Put it down to under staffed and dodgy software. Praying I don't get bogged down in financial mismanagement. Saw "Please email your meter readings into [EMAIL="mse@mygreenstarenergy.com"]mse@mygreenstarenergy.com[/EMAIL] and we will be able to quickly process them for you." above and wonder how its easier for them to take readings from an email when your meter is not linked but not from an online form designed by them. Also how; if they don't have resources to manage normal business, allocating resources to a special email account with information presented in a random order needing manual attention is going to help. Surely (if its true - didnt think the word quickly was in their volcabluary) the man power should be prioritised to linking meters and replying to normal email not sorting through emails from people with un-linked meters. (I wonder if I use that email address I would get a reply?) I see I now have two account numbers one for gas other for electric I prefer one company one client one account number. Another fine mess!

Hi murpheydavid,

I completely understand all of your concerns, I would like to outline a few points to assist with your queries.

As a whole the gas industry is currently undergoing some mandatory updates, which we hope in the future is going to help the switch over for customers run more smoothly however at the moment this is casing some errors with submitting meter reads and receiving the information for your meters to be linked onto your online accounts.

Although there is the error on the online accounts, we are asking that you email your reads through to us as we are able to submit them from our end to go in as pending reads, which means they will get automatically uploaded when we have the information through.

If you have signed up with Green Star Energy for a duel fuel account you will receive a gas and electricity account number however they are most likely linked to the same one account. If you are still concerned about this please email mse@mygreenstarenergy.com for our team to assist your further.

I hope this helps.

Thank you
Megan

papito

Can't provide meter reading in last 2 weeks, customer service only works M-F frim 8 till 6 so hard to find a time off work or at weekends as I used to have with EDF.
Furthermore EDF told me about a fault with my electricity meter but as it was due to move to Green Star not able to send engineer, called Green Star on Friday 19/05 but told to call again on Monday 22/05 when they take over as they can't put anything on the system, told them to write it down with pen and paper and them to update it and n their system to avoid me calling again for the same issue having no time to but was told won't do it and repeatedly asked me to call on Monday....I regret changing supplier, first time in years I have this tipe of problems and kind of Customer service from an energy firm. Provided reading over the phone today after taking time off now waiting for their complaints department ring me as if app and/or telephone not working to take readings I feel I was mis sold the service...I will ask Ombudsman to look into this. Bad for MSE energy club offering this firm and saying had a good reputation and great cs feedback??