Pure Planet reviews: add your feedback 17 November 2017 at 1:44PM edited 5 January at 2:58PM in Energy 518 replies 96.5K views

System

KateWhittaker wrote: »

Pure Planet arranged my switch and started charging me from 29th December. I am very alarmed to find today that my previous provider is also still charging me for both gas and electricity, so Pure Planet appear to have failed to complete the switch properly. It is very alarming not being able to ring or send an email to raise an issue as serious as this, all they seem to let you do is post messages into the ether and there are lots of messages from other people saying that they can't get an answer!

Hi - welcome to the forum. It is not usual to end up paying two suppliers in the month or so after a switch. I doubt that the problem sits with Pure Planet. They no doubt asked you for meter readings. These readings are independently verified and they are then passed to both suppliers to open and close your accounts. The losing supplier has 6 weeks from the date of the actual transfer under EU Law to raise your Final Bill. You will not pay for the same energy twice but you should check that the opening and closing readings are the same.

makeem95

I would love to be able to sign up, but after getting my quote in the app and starting the switch process by entering my details, I get a server error message. Not a good start.

PurePlanet

KateWhittaker wrote: »

Pure Planet arranged my switch and started charging me from 29th December. I am very alarmed to find today that my previous provider is also still charging me for both gas and electricity, so Pure Planet appear to have failed to complete the switch properly. It is very alarming not being able to ring or send an email to raise an issue as serious as this, all they seem to let you do is post messages into the ether and there are lots of messages from other people saying that they can't get an answer!

Hi @KateWhittaker
The reply from @Hengus is spot on. Your old supplier won't cancel their Direct Debit until your final bill has been produced - this takes up to six weeks after your switch is complete. You can cancel your old supplier's Direct Debit directly with your bank if you wish to stop further payments. We would recommend speaking to your old supplier before doing so.

Marc @ Pure Planet

PurePlanet

makeem95 wrote: »

I would love to be able to sign up, but after getting my quote in the app and starting the switch process by entering my details, I get a server error message. Not a good start.

Hi @makeem95 What phone are you using? If it's Android we support versions 5.0 and above (that's 'Lollipop' and above).

Marc @Pure Planet

Boochiwawa

Hi Pure Planet

Is it possible to sign up in joint names so that either myself or my wife can access the account and deal with payments/problems etc?

Thanks
BW

makeem95

PurePlanet wrote: »

Hi @makeem95 What phone are you using? If it's Android we support versions 5.0 and above (that's 'Lollipop' and above).

Marc @Pure Planet

My phone is Nexus 6p on stock Android 8.1.0 so nothing special.

Jonathan_Bradley

I have had a similar problem with this supplier just had to abandon my switch with them as I started my switch in early January and have heard nothing from them . I will now try a supplier from Martins recommended list !!!!! Perhaps Marc ought to get some more bodies on the job ???

PurePlanet

Hi makeem95
Hmm that's strange. Stock Android is usually the most reliable, ie the OS on Nexus and Pixel phones.
We've just released an updated version - v7.0.5 - can you download that from Google Play and see how that goes?
Thanks, Marc

PurePlanet

Hi Jonathan
Sorry to hear that you have had some problems. What kind? Was it related to your phone?
Thanks
Marc @ Pure Planet

PurePlanet

jhorsfieldbradbury wrote: »

Marc - a question for you - is it possible in the app to see my historic meter reading submissions along with the date?

Hi
Currently no, you can only see your most recent submission. But this feature will be added soon.
That info is in your monthly statement sent by email.
Hope that helps!
Marc @Pure Planet