Add your feedback on energy supplier Tonik

grumpycrab

If you're saying that tariffs are different at https://www.tonikenergy.com depending on whether you're signed up or not (and for the same postcode), then that's a question for Tonik.

rearadmiral

I just wondered if anybody else had had a similar experience as it seemed a little odd, not to mention confusing!

lgibbo1989

I would seriously stay away from this supplier. Maybe cheap, but customer service is an absolute shambles.

Switched to Tonik in September last year which was fine. Moved house in the November and that's when the issues started. Admittedly, I put my meter readings in incorrectly (Late in the Normal, Normal in the Late). I realised this straight away and informed and they said they would sort it. It didn't get sorted.

After numerous times of calling - they only open 9-5 Monday to Friday - which makes calling them and absolute hassle, a guy promised me it had been sorted in February - February!! Well, come June, after more numerous calls as a statement wasn't being generated they told me they hadn't sorted it. Therefore, I had been paying a DD of £70 since September without getting an actual bill generated, even though I had been putting my meter readings in.

Finally, got all sorted and they generated a bill which landed in my inbox at 6:30pm one night for over £500! They had double charged me, but guess what, customer services closes at 5pm so I couldn't talk to anyone.

The online system is also terrible. You can't alter your Direct Debit online so you have to call. Wait times are always a joke. Really, now I'm writing it, I should have just cut my losses and moved.

I really do not recommend Tonik at all. I was with Scottish Power before and their entire service was quicker, better and slicker.

System

lgibbo1989 wrote: »

I would seriously stay away from this supplier. Maybe cheap, but customer service is an absolute shambles.

Switched to Tonik in September last year which was fine. Moved house in the November and that's when the issues started. Admittedly, I put my meter readings in incorrectly (Late in the Normal, Normal in the Late). I realised this straight away and informed and they said they would sort it. It didn't get sorted.

After numerous times of calling - they only open 9-5 Monday to Friday - which makes calling them and absolute hassle, a guy promised me it had been sorted in February - February!! Well, come June, after more numerous calls as a statement wasn't being generated they told me they hadn't sorted it. Therefore, I had been paying a DD of £70 since September without getting an actual bill generated, even though I had been putting my meter readings in.

Finally, got all sorted and they generated a bill which landed in my inbox at 6:30pm one night for over £500! They had double charged me, but guess what, customer services closes at 5pm so I couldn't talk to anyone.

The online system is also terrible. You can't alter your Direct Debit online so you have to call. Wait times are always a joke. Really, now I'm writing it, I should have just cut my losses and moved.

I really do not recommend Tonik at all. I was with Scottish Power before and their entire service was quicker, better and slicker.

Welcome to the forum. What you describe is a risk that we all take when we choose a new/small supplier. That said, Tonik is seen as one of the better new entrants notwithstanding the fact that it has liabilities of £1.187M.(as at March 2017). There is not much room for manoeuvre if those buying energy forward get it wrong, or customer service starts to have issues.

lfcmichael

Hi,

I switched to Tonik last August from EDF and found the process to be quick and painless. My tariff is nearly up now and they are still the cheapest option for me of any provider I am willing to consider (the only ones costing less are brand new or have rated poorly for service).

The only glitch I have had is a recent one. They had been reading my Eon-installed smart meters without issues, which was an unexpected bonus, but I noticed when I last logged in that my gas readings were not showing any more. I phoned them, which was answered very quickly in fairness, and was told that they were still receiving readings from my meter, but that they were unable to validate them, because my previous supplier was now disputing the closing/opening reading that I had provided when joining Tonik.

This is a bit of a puzzle, since I had received and settled a final bill with EDF months ago, or so I thought! Tonik assured me on the phone that my smart readings are entirely consistent with the opening reading that I gave them manually, so they will sort it behind the scenes with no need for me to do anything further. We will see! I did ask them for a calculation of my current position based upon my usage to date relative to that opening reading, and I do now have daily readings showing online for the days since my call to them, along with a live balance corresponding to that.

Red_K

So far so quick and easy forms filled in 30 seconds.

Annieddiva

I moved to Tonik and the transfer has gone very smoothly and I've just been emailed for my first meter read, and it's a significant cost saving from my previous smaller provider - yee haa - so far very happy and I'm impressed....:j

chiny

Following Tonik auto-email today, I tried to log in:

Exception: Missing required parameter: code; StatusCode=400
Controller: Login
Action: AuthorizationCallback
Correlation Id: 74ea89a5-2379-464f-munge-f5ecdbaf02fc
at Auth0.Client.ExchangeAuthorizationCodePerAccessToken(String code, String redirectUri) in c:\Projects\auth0.net\Auth0.Net\Client.cs:line 339
at Web.MyTonikSpace.Controllers.LoginController.AuthorizationCallback() in C:\BuildAgent\work\6e0f470511205250\Web.MyTonikSpace\Controllers\LoginController.cs:line 187
at lambda_method(Closure , ControllerBase , Object[] )
at System.Web.Mvc.ActionMethodDispatcher.<>c__DisplayClass1.<WrapVoidAction>b__0(ControllerBase controller, Object[] parameters)
at System.Web.Mvc.ActionMethodDispatcher.Execute(ControllerBase controller, Object[] parameters)
at System.Web.Mvc.ReflectedActionDescriptor.Execute(ControllerContext controllerContext, IDictionary`2 parameters)
at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethod(ControllerContext controllerContext, ActionDescriptor actionDescriptor, IDictionary`2 parameters)
at System.Web.Mvc.Async.AsyncControllerActionInvoker.<BeginInvokeSynchronousActionMethod>b__39(IAsyncResult asyncResult, ActionInvocation innerInvokeState)
at System.Web.Mvc.Async.AsyncResultWrapper.WrappedAsyncResult`2.CallEndDelegate(IAsyncResult asyncResult)
at System.Web.Mvc.Async.AsyncResultWrapper.WrappedAsyncResultBase`1.End()
at System.Web.Mvc.Async.AsyncControllerActionInvoker.EndInvokeActionMethod(IAsyncResult asyncResult)
at System.Web.Mvc.Async.AsyncControllerActionInvoker.AsyncInvocationWithFilters.<InvokeActionMethodFilterAsynchronouslyRecursive>b__3d()


I preferred the old "Error 404" and easier to fit on a tee shirt

quiet_advisor

We switched to Tonik in February and very pleased to date.

Enquiries are answered promptly by people who seem to know what they are doing - we were with Iresa previously so its quite a contrast.

Particularly like the ongoing estimate of costs and the way that these are immediately updated when a meter read is sent in.

One reason for the switch, as well as price, was the green content.

QA

stu888

Had no problems with Tonik at first but then for some reason they sent me an estimated bill instead of using the figure I had supplied. Trying to get to the bottom of this things became more and more frustrating and confusing, and usually ended up in the supplier trying to (wrongly) blame me for not submitting the readings properly and/or on time. Submitted new readings I was promised they would keep me updated which they didn't, no replies to my emails, then out of the blue another bill based on estimates! Along the way I was kept waiting or on hold for long periods (on two occasions the connection dropped out), I was told I was being transferred to billing and then nobody answered, I was told I was being transferred to another office and then cut off and I was PROMISED a call from a senior person in the billing department which never materialised. When I finally got to speak to a supervisor I told her that I wanted to register a complaint and that I would like the details of my complaint emailed back to me so that I could see that it had been properly registered, all I got back was a quick note saying that my complaint had been registered...Oh well I only have to tidy up my notes a bit and pop it in the post I suppose..........

UPDATE: My situation was finally resolved through email correspondence with a nice lady called Georgia who arranged a consolidated bill for me for the entire period since I started my contract. Not a 100% satisfactory outcome as I keep my own spreadsheets so I can chart energy usage and costs on a month by month basis - which is why I do not like estimated bills. However at least I now know where I am - I have also rec'd an email from Tonik letting me know that they are going to look into my complaints and get back to me with the results of their enquiries. Thanks Georgia! :T