Anyone have experience of Solarplicity

smudger1964

Dont bother its more trouble than its worth they hardly ever answer the phone within 30 minutes and take days if not weeks to reply to emails.The billing system is useless.They keep apologising but never actually get any better.I switched to them in February then away from them in April havent received any bill so maybe will be getting free gas/electricity

norricorp

I moved gas and electricity in January. Gas moved from Centrica very easily but they still have not moved electricity from SSE. 40 minute waits for the phone to be answered. Emails rarely answered. The named support person refuses to take any form of responsibility. Different story every time. Currently the meter operator is not giving them meter details so they can't contact SSE.
Always nice on the phone but just useless. Everyone does the minimum ie get the customer off the phone.

greyteam1959

smudger1964 wrote: »

Dont bother its more trouble than its worth they hardly ever answer the phone within 30 minutes and take days if not weeks to reply to emails.The billing system is useless.They keep apologising but never actually get any better.I switched to them in February then away from them in April havent received any bill so maybe will be getting free gas/electricity

Yes I would agree with the above comments.
I have been with them nearly a year now & can't wait to move away.
I only went with them because of their no standing charge tariff.
They NEVER answer emails, their customer services are an absolute joke, their bills are badly laid out etc etc.
Their attempt to fit a smart meter has broken down into a fiasco.
I don't think these small utility companies have the staff or the backroom support to operate properly.
Back to one of the Big Six for me.....

BIC

Lucky you. I had to go to the back to find out that they took the money from my account

BIC

The are absolutely hopeless. What a nightmare

Bumblies

Easy to sign up to Solarplicity and switch over went smoothly but since joining on 2 March 2018 absolutely nothing. They take the monthly direct debit (in advance) but to date, 21 July, they haven't produced an invoice and don't respond to emails (I refuse to pay phone charges for waiting for them to answer). I'm getting more and more in credit (I keep a speadsheet with monthly useage so know what the invoices should be) and am already concerned about getting my money back when I leave. Sometimes it's worth paying a bit more for peace of mind. I was previously with Bristol Energy and their service was first class. Wish I'd stayed with them. Only sign up to Solarplicity if you're desperate for a low tariff.

DanY89

I left Solarplicity 6 weeks ago, closing my account and giving them final meter readings before moving out of my property. I called them today to chase my refund of credit to find out that they haven’t actually closed my account and it is still open. I gave meter readings, on the telephone, on the day that i closed my account but apparently these haven’t been input onto my account, lucky i took a photograph of the meters before i left the property and still have them. Not only this, but the smart meter they installed in September their system still hasn’t been updated with the new meter number. They can’t, or won’t, close my account and refund me my credit until they sort this issue. No time frame given, but we all know it won’t be any time soon. I explained before that i was selling my property I didn’t want a new meter as i was selling and moving out but they still told me they wanted to install it, now i have to wait for them to try and update their system with the correct meter numbers before they can create a final bill and issue me a refund for the credit that i am in. Terrible customer service. Asked to speak to a manager and was repeatedly told by the operator that they were trained to a high enough level to take my call. All they could do is raise a complaint with no time frame for when it will be sorted - and i never got a call back from the manager as a requested. I would not advise anyone going with Solarplicity!

Jakubk

I have been told that OFGEM are looking into Solarplicity and are looking specifically at Trustpilot, so I would like to urge anyone unhappy with this company to share their experiences in a Trustpilot review if you have not done so already.

Alleywoman

I have dual fuel with Solarplicity, a credit of £415, however although i have uploaded meter readings for both gas and electricity it appears the electricity readings haven't been uploaded to the account since Jan 2018
I have emailed the company and waiting for a reply.
I wonder how we stand legally regarding back payments.

Jakubk

You owe what you owe, I have been given free energy beyond a year when energy company did not read my meter and with another supplier they gave me huge credit when they were transposing numbers.

However, this is Solarplicity, on trustpilot barely an hour goes by without a scathing negative review.

Their IT system is flawed, their web portal rarely works, their smart meters do not update them and are only installed to get payment from Gov

The company will not respond to your email anytime soon, OFGEM was getting concerned so they installed a new call centre in South Africa. At first I thought this might be a good thing, but then I found that the staff there have no facility to do basic things, like take my meter readings.

This company issues fake bills even if you give them your meter readings.

Once the email is unresponded you can email OFGEM or use their complaints procedure which is totally useless.

If your account is showing you in credit you are entitled to ask for it back and they have to do it within 28 days but good luck with that!

I do not think I have EVER come across a worse company, I think they could be used in business school for HOW NOT TO RUN A COMPANY.