Pure Planet reviews: add your feedback

simes303

I switched about 6 months ago purely because of the 100% renewable electricity and 100% carbon offset gas.
I had absolutely no problems with the switch and I've had no problems whatsoever with the app (on a Lenovo P2 phone running custom ROM Lineage 14.1), and no problem with the tarriff.
I reckon I'll be staying.
Simon.

gemmareece50

• We have been with PURE PLANET for a good few months now and so I thought it was a good time to do an honest review on their service.

• We had teething issues to begin with, as there was a discrepancy with our meter readings, however they handled this fantastically. Putting our account on hold until it was sorted (so no wrong bills appearing or money being taken) and having a good level of correspondence with ourselves.

• I also wasn’t sure about their WATBOT email correspondence system, however in fact it is great! Very easy to email your concerns or queries using the phone app and send pictures etc straight from your phone. Then a member of their team will get back to you within a few days. I actually found this very helpful in hind sight.

• Your bills are slightly higher in the Winter months (ending in March) and lower in Summer months (beginning April), to reflect your energy usage - I really like this! The actual annual amount for us was the cheapest to go with (when compared with other companies), saving us a few hundred pounds a year (we pay £84 during winter months and £54 during summer months, we have a 2 bedroom home).

• Plus a big positive for me, was the fact that it’s green and renewable energy! So we’re doing our bit for the planet! 👍🏻🌍

• You also get a £25 Amazon voucher as a welcome gift (you do get this, it isn’t a scam!) and then if people sign up using your link, you get an additional £25 voucher!! You can do this multiple times as well, so a great little incentive!

Tammydreaper

Here is my Honest review.

The customer service is zero.You cannot speak to a person to discuss anything with.You have to message a Bot,via you phone app,the message text is really tiny on the app and most older folk would never see it.If you're lucky you might get a reply via the Bot 2-3 days later.

[FONT=&quot]Someone there though, is very good at making the Facebook Page look great with updates from newspaper articles at least 4 times a day. They would be off better spending the time replying to customer problems instead.[/FONT]

[FONT=&quot]They do have a referral scheme that should pay out a £25 Amazon voucher to the switcher and to the referrer. This at first used to work fine .Laterally I had to chase them every time and when I left I must have had about 15 that I never received vouchers for[/FONT] [FONT=&quot].After ready their forum I believe this to be the norm now.[/FONT]

[FONT=&quot]My advice Bulb is a better choice;[/FONT][FONT=&quot]Bulb[/FONT][FONT=&quot] also has 100% of electricity from renewable sources. Great customer service and pays at least £50 for referrals, sometimes it can be £100 and more importantly, these are paid[/FONT] [FONT=&quot] automatically without the need to chase.[/FONT]

Prices work out at about the same at the end of the day.

PurePlanet

Tammydreaper wrote: »

Here is my Honest review.

The customer service is zero.You cannot speak to a person to discuss anything with.You have to message a Bot,via you phone app,the message text is really tiny on the app and most older folk would never see it.If you're lucky you might get a reply via the Bot 2-3 days later.

Hi Tammydreaper
We don't have a call centre because we want to remain digital-only and stay competitive, and pass on our savings to our Members.
Earlier this month we were able to cut our Membership fee thanks to our app-only appproach.
We know it's not for everyone, but we have seen apps taking off in other sectors, such as banking.
Thanks for the feedback on our messaging. It's not live-chat but our team always reply.
Text size can be configured in the phone's accessibility settings. We'll look at making that clearer - I will pass on your useful comments to our tech team.

Marc @ Pure Planet

GibsonSt19

I have an Economy 7 meter, yet have never made use of the off-peak savings. Some energy companies accommodate a single, combined reading, thus nullifying the off-peak rate reduction, but utilising the cheaper day rate.

Is this something you can do?

PurePlanet

GibsonSt19 wrote: »

I have an Economy 7 meter, yet have never made use of the off-peak savings. Some energy companies accommodate a single, combined reading, thus nullifying the off-peak rate reduction, but utilising the cheaper day rate.

Is this something you can do?

Hi @GibsonSt19
We can supply members with Economy 7 meters.
We don't have a separate tariff - it's one tariff for all members, with energy at the wholesale rate. So Economy 7 members will pay one rate, around the clock.

Hope that helps!
Marc @ Pure Planet

71ratty

I was recently switched by Ofgem from ourpower to utilita. The choice of company switched to was, it would appear, out of my hands. I have recently tried to switch to pure planet through the cheap energy club. Pure Planet have now refused to complete the switch due to my having recently switched. I was under the impression that as I was forced to move I was on a ‘deemed tariff’ and free to switch immediately. Are pure power aware of this situation as there was no facility on the switch application to inform them of my situation?
In addition to this I am now unable to attempt a further switch through the cheap energy club as I am shown as having a switch in process.
I’m stuck
Can anyone help/advise?
Thanks

PurePlanet

71ratty wrote: »

I was recently switched by Ofgem from ourpower to utilita. The choice of company switched to was, it would appear, out of my hands. I have recently tried to switch to pure planet through the cheap energy club. Pure Planet have now refused to complete the switch due to my having recently switched. I was under the impression that as I was forced to move I was on a ‘deemed tariff’ and free to switch immediately. Are pure power aware of this situation as there was no facility on the switch application to inform them of my situation?
In addition to this I am now unable to attempt a further switch through the cheap energy club as I am shown as having a switch in process.
I’m stuck
Can anyone help/advise?
Thanks

Hi 71ratty
When you switch suppliers you have to wait 10 days before you can switch again. That's 10 days from the date you come on supply.
I did a post in the Pure Planet Community you can read here about Our Power and Utilita, which might also help although I think your situation is a bit different.
Marc @ Pure Planet

T.F.S.B.I.G.W.S.

I have tried to switch but PP's site will not allow me to upload photos of my meter readings. The photo is displayed in the window but 'next' is not
I have tried using 'Help' on their site but only got as far as the chatbot which was not much help! Looks like I will be forced to cancel the switch

PurePlanet

T.F.S.B.I.G.W.S. wrote: »

I have tried to switch but PP's site will not allow me to upload photos of my meter readings. The photo is displayed in the window but 'next' is not
I have tried using 'Help' on their site but only got as far as the chatbot which was not much help! Looks like I will be forced to cancel the switch

Hi T.F.S.B.I.G.W.S
Great to hear you're keen to switch.:T
What stage are you at? The app will let you upload photos of your meter readings when we ask for your opening readings. This is about 5 days before you come on supply.
It could be tech issue. What kind of phone are you using?

Marc @ Pure Planet