Add your feedback on energy supplier Green Star Energy

StopIt

Green_Star_Energy wrote: »

Hi StopIt,

I do apologise that this has not yet been fixed, our metering team are working their hardest to add the meter technical detail to customers accounts manually, as this information would usually come through automatically.

If you would like to email [EMAIL="mse@mygreenstarenergy.com"]mse@mygreenstarenergy.com[/EMAIL] with your account number we can see if there is anything that we can in order to assist further.

Thank you,
Megan

I can see you've been put to work here today!


Don't worry, my systems have updated today as previously posted and I can now submit readings online.


Thank you for the reply though, and it does mean that the backlog should at least begin to clear and people will get their ability to submit readings online ASAP.

footyguy

StopIt wrote: »

I can see you've been put to work here today!


Don't worry, my systems have updated today as previously posted and I can now submit readings online.


Thank you for the reply though, and it does mean that the backlog should at least begin to clear and people will get their ability to submit readings online ASAP.

Gald it's all been sorted for you

Well done Green Star Energy!

murphydavid

Me to.
Following posting by footyguy I thought I would log in and check. Although its not time to try adding another reading I can see all my activity is fully logged now and it appears I could now input readings. So its on the up.
Not had a final bill from my previous supplier yet they probably owe me.
Will wait for a while.

Green_Star_Energy

spud17 wrote: »

Glad in a sort of way, that it's not just me having problems with their 'security' being not up to scratch.
I did say that I only managed to create an account by using lower case letters, ,also their idea of special characters seems to be limited.
By not allowing capital letters you severely reduce the number of possible combinations.
I don't use Chrome, just tried again and I can only login using Internet Explorer.
Still no meters showing as associated with this account.
This is about the 6th time that I've switched energy suppliers in 11 years and the first time that there has been any kind of problem.
Not impressed.

Hi Spud17,

I do completely apologise that you, and many others are having issues with trying to make an online account. I have raised this as feedback as we want the online accounts to make a customers time with Green Star Energy a little easier, however from my understanding at the moment this is not the case.

In regards to submitting meter reads on to your online account, we are still waiting for the gas industry update to be completed, following this there should be no further issues.

For now if you could please email your meter reads to mse@mygreenstarenergy.com we can get these added to your account for you.

Thank you,
Megan

Green_Star_Energy

scillymamba wrote: »

You can add me as another unhappy switcher! We switched via the MSE collective to Green Star on the 26th April.

We initially received a transfer date of 17th May and surprisingly managed to set up an online account and submit meter readings to Green Star on that date. However, we subsequently received another Email on the 20th May to inform us that our switch date will in fact be the 30th May, though there was no explanation as to why there was a change in dates.

So, on the 30th May we logged on to our account to submit our meter readings as before but this time got a message to say that there were no meters, gas or electricity, associated with our account. So, after trawling through this forum we found the post from the Green Star representative saying to send meter readings to 'mse@mygreenstarenergy.com'. This we did whilst also asking why there has been a delay and were told about the gas industry update that has delayed switches, though nothing about why our electricity hasn't been switched yet.

Then on the 2nd June we got an email from MSE to inform us that our switch has been partially accepted and our gas supply has now been switched. We haven't had anything from Green Star to inform us of this. Also, we have had no indication as to when our electricity will be switched which seems strange as there was supposedly only a delay with gas switches.

Today both Green Star and First Utility (our previous supplier who were superb!) have taken full payments leaving us out of pocket. Checking our online account again it appears that there still are no meters associated with our account, so who knows what is going on!

We have neither the energy or inclination to chase all this up on the phone with Green Star so will see how things pan out. Needless to say, we are extremely surprised that MSE recommended a company that obviously cannot handle so many people switching to it and whose customer services and communications with their customers are so poor. It has left us with no alternative but to advise friends and family to avoid the MSE Energy Club in the future as a result of this episode.

Hi Scillymamba,

I am extremely sorry that this has happened with your switch.

I want to assist you further with this to get this issue resolved however I will need some details on your account.

If you could please email mse@mygreenstarenergy with the subject FAO Megan and your account number, I can look into this further. Once I have looked into this further I am more than happy to give you a call if you would like to also add into the email when you are available.

Thank you,
Megan

Green_Star_Energy

murphydavid wrote: »

Following on from my previous posts. Green Star please note outstanding items.
1. I have been notified by my previous supplier that I have transferred but I have not had final bill from them do you forward my final readings to them?
2. I still have not had my meters linked to my accounts (whatever that means). I would like to point out that there is no update being done by the electricity industry so your reason for not linking my gas meter does not apply to my electric meter and you have made that a separate account so why is it not linked?

In General and a bit of goodish news
I was surprised to find that I got a much faster response from the GS rep to my posting on this thread than from contacting them on either of their email addresses. So maybe I should advise that if you want to contact GS the fasted method by far (although a bit hit and miss) is to post your questions here.

I did as they replied to me on this thread and sent my meter readings gas and electric to [EMAIL="mse@mygreenstarenergy.com"]mse@mygreenstarenergy.com[/EMAIL]
After 5 days I received an email saying “Thank you for contacting Green Star Energy. Thank you for providing these meter reads, I can confirm that these have now been added to your account accordingly.” So that’s good and within a week.
I have also now received an email replying to an email I sent them on 23 May the reply is no longer relevant but email turn over time was approx 3 weeks.
I have been DDed by Green Star and not (so far) by my previous supplier.
Just to agree again with most other posts here. What a dreadful waste of time and this is not the “its easy to switch” I was anticipating.
And to disagree with a couple of others I still rate MSE as a well good site.

Hi murpheydaivd,

When a supply switches from one supplier to another your opening meter reads are automatically sent to your previous provider. With this it can take up to 6 weeks for the previous provider to receive these, this is an Ofgem regulation that we follow.

When the industry update has been completed flows should come through quicker than they have been, at the moment our metering team are working their hardest to enter all of this information manually.

This includes adding meter technical details that will allow your meters to be linked, which is where the error is coming from with the online accounts for both gas and having a knock on effect with the electricity.

I am sorry that it took 3 weeks to receive a reply with our customer service mailbox, we have started to train up and employ new advisers to help with the increase in demand so that we are able to maintain a response time for our customers.

Thank you,
Megan

Green_Star_Energy

Richt99 wrote: »

I signed up through MSE as the tariff was less than through Uswitch and things have not been smooth at all.
Online 12m tariff 1704_MSE which was great but so far I have been complaining more than anything happening.

• Currently online does not work at all
• Waiting for national grid to update their system for gas and electric to go live online
• No communication, ended up using LinkedIn to contact head of Customer Services
• Advised they cannot publish this tariff on Uswitch due to it being a live tariff and they don't want competitors to see it
• I'm advised that this is a special deal with MSE and 'you' would not publish it?
• Confusion over when I am supposed to provide meter readings (as online doesn't work)
• Billing is quarterly but they aren't to worried if you provide a reading each month

So overall not a good experience. I am advised that the national grid upgrade is affecting over 1m customers but this is the first time I have heard about this - anyone else affected?
I had a call from Lowri Beck who are the meter reading company who 'might' give Green Star the meter reading! It's confusing as to what they do compared to me doing this as apparently the national grid want to know???
Overall, despite the switch, the upshot is I am still paying more than I did previously despite the claims from all sites saying I could save £300 as it's done on a forecast not on my actual so what's the point of adding in actual usage if it's not used - not the first time I've switched but clearly more to learn!

Hi Richt99,

When we first started the collective switch through the MSE we was not anticipating that the project NEXUS would have such an impact on information coming and going through the Gas industry and customers switching over to Green Star Energy. However as we know now this has impacted quite a lot, for this all I can do is apologise sincerely for such hassle it has caused you and a lot of others.

When the industry update has been completed flows should come through quicker than they have been, at the moment our metering team are working their hardest to enter all of this information manually.

If you could please email your meter reads to mse@mygreenstarenergy.com we can get these recorded for you.

The gas industry update was advertised on Green Star Energy's website however I cannot say whether or not this was advertised on MSE. I do apologise if you was unaware of this.

Lowri Beck do send us meter reads however Lowri Beck do not work for Green Star Energy they are online an outsource company, they work to gain meter reads to update the industry.

Thank you,
Megan

Green_Star_Energy

pepsi_max2k wrote: »

Switched with the MSE deal, got mostly similar problems to everyone:

- Gas readings only just activated, prior to the nothing was active, although Elec readings were active for a short period just after the switch before dissapearing again.

- Elec shows the reading I put in for the short time it was active, Gas reading I sent through twitter but not showing anything on the website.

- Elec supplied from 16th May, Gas (due to switch issues) from 30th May, however the supplier I switched from still shows Gas as active with them too, so afaik both are not taking direct debits for the same thing.

- Meanwhile, Cheap Energy Club shows Gas as switched, but has decided Elec hasn't, so not paying out.

Just gonna wait a week or two more and see if they sort themselves out :undecided

Hi Pepsi_max2k,

When we first started the collective switch through the MSE we was not anticipating that the project NEXUS would have such an impact on information coming and going through the Gas industry and customers switching over to Green Star Energy. However as we know now this has impacted quite a lot, for this all I can do is apologise sincerely for such hassle it has caused you and a lot of others.

When the industry update has been completed flows should come through quicker than they have been, at the moment our metering team are working their hardest to enter all of this information manually.

If you could please email mse@mygreenstarenergy.com one of our advisers will be able to assist further in explaining if we have had the supply come over.

Thank you,
Megan

Alan9990

Switched from Flow Energy on 18/5/2017. I was asked by Greenstar to supply gas and electric readings on the 18th and I did so by email (to make sure I had an audit trail). I also put my readings into my old supplier(Flow Energy).

Having heard nothing whatsoever from Greenstar from that point, I contacted both suppliers on the 19th of June to establish the current situation. The results were as follows:

Flow: Refused to believe my readings and said that they were waiting for readings from
Greenstar (ie the very same readings that I had supplied to Greenstar);

Greenstar: Stated that they had only supplied the readings to Flow "2 days ago";

Later that day

Flow: sent me a final statement out of the blue. When queried, they now stated that the time
limit for getting the reading from the new supplier had passed and they were now
applying estimated (ie astronomical) readings..

Greenstar: Admitted that they had only sent the readings to Flow that day. Offered to raise a dispute over the readings, but that it might take up to 6 weeks to resolve.

In the meantime I am around £40 out of pocket.

I am a committed switcher, but this is the worst yet. My advice to people is:

1) on no account contact your old supplier unless they do something nasty to you first;

2) start to badger your new supplier if you haven't heard anything from them after 2 weeks,
and keep being a total pain until they have sent your readings to your old supplier.

The call centre staff were very nice but probably lying.

Green_Star_Energy

Alan9990 wrote: »

Switched from Flow Energy on 18/5/2017. I was asked by Greenstar to supply gas and electric readings on the 18th and I did so by email (to make sure I had an audit trail). I also put my readings into my old supplier(Flow Energy).

Having heard nothing whatsoever from Greenstar from that point, I contacted both suppliers on the 19th of June to establish the current situation. The results were as follows:

Flow: Refused to believe my readings and said that they were waiting for readings from
Greenstar (ie the very same readings that I had supplied to Greenstar);

Greenstar: Stated that they had only supplied the readings to Flow "2 days ago";

Later that day

Flow: sent me a final statement out of the blue. When queried, they now stated that the time
limit for getting the reading from the new supplier had passed and they were now
applying estimated (ie astronomical) readings..

Greenstar: Admitted that they had only sent the readings to Flow that day. Offered to raise a dispute over the readings, but that it might take up to 6 weeks to resolve.

In the meantime I am around £40 out of pocket.

I am a committed switcher, but this is the worst yet. My advice to people is:

1) on no account contact your old supplier unless they do something nasty to you first;

2) start to badger your new supplier if you haven't heard anything from them after 2 weeks,
and keep being a total pain until they have sent your readings to your old supplier.

The call centre staff were very nice but probably lying.

Hi Alan9990,

I am sorry to hear that you have been dissatisfied with the service that we have provided so far. Here at Green Star Energy we aim to deliver an excellent customer experience and we are always disappointed when we fall short of this ideal.

You may have read in previous replies that the gas industry is currently undergoing a mandatory system update in which has resulted in a few issues, this issue being one of them.

If I could please ask you to email mse@mygreenstarenergy.com with your account number I am more than happy to check the progress of your disputed reads and any further queries that you may have.

Thank you,
Megan