iSupply Energy - good or bad?

footyguy

Mxhmxh wrote: »

I tried to switch to iSupply 3 weeks ago but they gave the wrong tariff

Trying to get through on the phone is impossible as every option diverts you to the website or cuts you off. By pretending to be an existing customer I eventually got to talk to someone real who claimed their phone system never cuts people off but eventually admitted it did because they were swamped and it's all MSE's fault! Now I find I'M m at the back of the queue behind 50k others waiting for them to get to my "new" application. I told them I still want to go ahead but they won't let me I have to wait for the acquisition team to get round to it. So I am stuck in my more expensive tarrif with the existing provider until the end of a new cooling off period. May as well go somewhere else that actually wants my business :mad::mad::mad:

Use their online messaging system within your online account to contact them, as user unfriendly as it is. You will get a response.

In fact, if you have not been put on the tariff you applied for, follow their complaint procedure. Again, it uses their online messgaing system, but you'll probably get a quicker response.
I have no doubt if they agree they have made a mistake, they will put you on the tariff you applied for even if it no longer avilable to new subscribers.

Or you can get a Stella Artois deal elsewhere ...:cool:

footyguy

Stevekane wrote: »

Joined isupply on the 1st Dec 16 after recommendation on ML site, all went okay until I wanted to check somthing with them,,my first real contact, the tel number given sends you round in an endless loop, no matter what options you select, then tried the contact email,,,it's given as "noreply@isupply .com" and predictably irecieved no reply! then one day I got through to a chap who said they were working on the phone issue but did not know about the no rely web contact details,,I got the feeling he was maybe working in an office alone. Anyway my switch has gone ahead, I've been sent requests to supply start meter readings but I cannot get onto the website,,sometimes I seem to get part way in but mostly it just "hangs"with the log in button shaded. After many attempts I believe I have managed to post the readings but this morning after receiving another meter read request I tried to check without success.
Like a previous poster I've gone along with the switch feeling that it's unlikely that I will need to contact them, but if there was say a billing issue I think it would prove to be a very frustrating job to sort out. If isupply read this, do yourselves a favour and get someone to check your tel lines and web access, for a new customer it's both worrying and frustrating.
Steve.

http://www.isupplyenergy.co.uk/ContactUs.aspx

I've never had any issues logging into my online account, where you can submit meter readings
Whilst I agree their online messaging system is not very user friendly, it does work, and messages are answered .... eventually.

Stevekane

I can access any site I want without any problem, today I have tried and tried to get onto the isupply site and whilst it starts to open I'm not able to move through it, cannot log on, cannot access account, cannot therefore see anything about help desk, complaints etc,,have tried several times redoing my password but whilst this has worked once or twice over the past week, it's not working today, I'm just leaving it for the moment, I think they have my meter readings and they can recontact me if they need to.
BTW this might not be correct as its from memory, but the bloke I spoke to said the correct email address for them is helpdesk@isupply.co.uk I've sent an email but heard nothing so far,,,perhaps he's out!

footyguy

Stevekane wrote: »

I can access any site I want without any problem, today I have tried and tried to get onto the isupply site and whilst it starts to open I'm not able to move through it, cannot log on, cannot access account, cannot therefore see anything about help desk, complaints etc,,have tried several times redoing my password but whilst this has worked once or twice over the past week, it's not working today, I'm just leaving it for the moment, I think they have my meter readings and they can recontact me if they need to.
BTW this might not be correct as its from memory, but the bloke I spoke to said the correct email address for them is [EMAIL="helpdesk@isupply.co.uk"]helpdesk@isupply.co.uk[/EMAIL] I've sent an email but heard nothing so far,,,perhaps he's out!

Sounds like ther is either a problem with your individual account, or the device you are attempting to use top log in

Withe respect to not having got a reply yet, as per their websoite, they are only open

• 9am - 5pm
• Monday to Friday, excluding Bank Holidays

As regards their complaint procedure, you can find that here
http://www.isupplyenergy.co.uk/ComplaintsProcedure.aspx


It includes an online method of making contact if you do not have access to your online account - use the non-customer form. It all goes to the same place, and I'm sure they will understand why you use that in the circumstances

Stevekane

Many thanks footy guy, much appriciated, I too indeed about a problem with my iPad, but as I say I have no trouble getting onto any other site inc some that I've never visited before, the other thing I wondered was could it be that in some way my contact details with them are in some way corrupted and that any time I try to access their site it's leading me into the same dead end,,I've tried again several times today and I can only get as far as the home page, trying to log in and and it just sits thinking about it and the server eventually cuts off, I assume your able to get into your account without any problems today? I'm off to try the link you've given and will post back. ll the best,
Steve.

Stevekane

Hello Footy, well I tried your link and it got me straight to the complaints pages, however clicking the make a complaint for Account holders just sat and eventually cut me off again,,I guess a phone call but I'm not looking forward to it as last time a spent several days trying and as I said above, it turned out to be just an endless loop with no way to speak to anyone,,the guy said they were working on this but call me a cynic but I just know it's going to be the same tomorrow,,,,I will let you know how I get on.
Steve.

Stevekane

Well old chum,,just tried the non account holders complaint and got the following message in large red letters,,
This email address has been recognized in our system. Please log in to your account to send us a query.
Looks like they've blocked that route,,,any bets on their telephone problem being resolved?
Steve.

Gvwbrz

We use Ecotricity - email received every quarter and readings logged on website. hard copy of bill then posted by snail-mail (which we prefer) and payment made online. Works well for us and, whenever we have phoned, we have got straight through to the CS British call centre without delay.

We have phoned about time shown on our meter is incorrect (does it affect time of changeover with duel tariff? - answer no) and request for details about new service as we are building a house. Both were answered there and then without going through a long queue.

Don't know how tariff compares (E7 = 16.69p - day rate and 6p for night rate + S/C of 18p per day) but we are content with that as CS is important to us.

footyguy

Stevekane wrote: »

Well old chum,,just tried the non account holders complaint and got the following message in large red letters,,
This email address has been recognized in our system. Please log in to your account to send us a query.
Looks like they've blocked that route,,,any bets on their telephone problem being resolved?
Steve.

At the risk of stating the bleedin' obvious, just use a different email address :cool:

And/or concentrate on getting your ipad repaired.
In the meantime, you should be able to get free computer access at your local library.

Good luck!

footyguy

Gvwbrz wrote: »

We use Ecotricity - email received every quarter and readings logged on website. hard copy of bill then posted by snail-mail (which we prefer) and payment made online. Works well for us and, whenever we have phoned, we have got straight through to the CS British call centre without delay.

We have phoned about time shown on our meter is incorrect (does it affect time of changeover with duel tariff? - answer no) and request for details about new service as we are building a house. Both were answered there and then without going through a long queue.

Don't know how tariff compares (E7 = 16.69p - day rate and 6p for night rate + S/C of 18p per day) but we are content with that as CS is important to us.

Consult a comparison site, and you will see how it compares

Ecotricity phone lines are open from: 8:30am – 5:00pm Monday to Thursday, 8:30am - 4:00pm on Friday and closed over the weekend.