Pure Planet reviews: add your feedback

Tarq7

Hi guys,

Just noted the competitive PP offer on the MSE homepage.

Can anyone clarify if the £47 bill credit (£20 after a month and £27 after three months) is in addition to the usual MSE CE Club £25 bonus?

What’s the minimum amount of days it could (in theory) take to switch?

How long is this offer likely to be live for?

Mich4el

Nataly

Thank you for your prompt response and I suspect your positive influence today.

My app came live and I received a welcome pack by email at 14:33 this afternoon so I guess that the switch was not cancelled.

On the basis that I trust that we have now moved beyond the early glitches over the past couple of days and your positive support I am now happy to proceed with a switch to Pure Planet as my energy supplier.

The planned date for commencing supply notified in the welcome pack is 6 October 2019 but my current plan with OVO does not terminate until 9 October. Is it possible to have the supply start date moved to 9 October 2019 to negate the risk of me incurring early exit fees? If so how do I do this?

Best Regards
Mich4el

PurePlanet

Hey @Tarq7

You're absolutely right - the £47 bill credit is in addition to MSE's own £25 offer:)

Once you start your switch to Pure Planet it takes 17 days.

The offer will be running over the next few weeks :cool: anyone who starts their switch through MSE during this period will receive the £47 credit!

Nataly @ Pure Planet

PurePlanet

Hey @Mich4el

That's great to hear!

We're not able to change the date you come on supply once you've switched.
If you're worried about exit fees from your current supplier, you can start a switch up to 49 days from the end of your current contract, and no exit fees will apply. This is an OFGEM regulation, so it's worth checking with your current supplier whether you'll have to pay any exit fees.

This 'Which' article may help with some more info!

Nataly @ Pure Planet

JHoney

I am so frustrated with Pure Planet, they are impossible to get hold of, no email address for when you have problems. You have a completely crap 'Wattbot' app which just sends you in circles or refers you to the community - which is your only way to try and seek any help at all. So far my community message has only raised suggestions from other PP customers, no input or help from PP themselves. I made the mistake of signing up for the second gen smart meter. It couldn't be fully installed, there are massive firmware issues going on, so I have a meter that doesn't appear to be on, a disinterested energy supplier who don't appear to be monitoring their message boards, no way to get the situation resolved and I can't vote with my feet and leave!!!!

I'd never use them again

Psyduck1980

I signed up to switch to PP on Friday as they are slightly cheaper than my current provider and I send to benefit to the tune of £67 from cashback.

The first thing I’ve noticed is that they take a higher amount via DD in winter compared to summer. This makes a lot of sense although I would prefer to have the choice to pay the same amount monthly. @Nataly - is this not allowed?

Another observation is that contact through the so-called WatBott is absolutely terrible. Unless they are able to implement proper customer service I suspect many customers switched will be short lived.

I have a general question if anyone can help. How is the £25 MSE Cheap Energy Club cashback actually paid? I don’t recall providing bank details when I signed up.

One for @Nataly - can the £27 and £20 credits paid by PP as part of the switching offer be withdrawn as cash to my bank account? If so how do I request this?

PurePlanet

Hi @JHoney

If Wattbot's unable to answer your questions, you can type 'message the team' to get in touch with our Member Services team.:)

If you let them know the issue with your smart meter or IHD, they'll be able to look into this for you.

We have no contracts or exit fees, if you do decide you'd like to switch away.

Nataly @ Pure Planet

PurePlanet

Hey @Psyduck1980

We don't offer paying the same amount across the year - since we don't have fixed term contracts or charge exit fees, averaging payments over 12 months could cause Members to build up very high credits or debits, depending on the time of year they switched. That's why we take a little less in the warmer months, and a little more in the cooler months.

You should ideally always have one month's payment worth of credit in your account - if you have a large credit balance, you can get in touch with the team at any time and request a refund of any extra credit.

JHoney

Nataly I'm not getting any messages back from the team, as I pointed out to them they might as well be on the moon for all the help they are. I managed to get hold of Magnum Utilities and they told me the problem isn't necessarily the firmware problem and that they're waiting on PP to diagnose the issue, they haven't had replies to their messages about it either. They can't complete the install until PP get off their !!!! and do something about it. The 'service' and I use that term loosely is beyond diabolical, So Nataly, I think rather than soft soaping people here, your time would be better spent sorting out the existing customers that you already have! My advise to everyone is to avoid LIKE THE PLAGUE!!

PurePlanet

Hi @JHoney

It's worth noting that it isn't a live chat service - our Member Services team will reply in 1 working day.

As this is in MSE forum, we can't see your account details - if you could send us a private message with your Pure Planet account email address, we'll be able to look into this further for you and make sure our Smart team resolve any issues from our end.

Nataly @ Pure Planet