Outfox the Market reviews: add your feedback

VoucherMan

Norman_Castle wrote: »

Expecting customers to spot relevant changes may be against ofgen rules.

Which is one of the reasons why I'm not personally concerned about any changes they make. The last changes they made me aware of any changes, other than the variable direct debit fiasco, was when I signed up. As far as I'm concerned, those are still the ones I agreed to, if only I could find a copy.


I have written to them this morning advising them that someone has been messing with their T&C. I await the response with interest.

martiantimeslip

Obviously OTM upset a lot of people when they tried go from a single monthly debit to a variable one based on season of the year. It didn't seem such a bad idea to me, but I may be the only one. However since that debacle, I have had no problems dealing with their customer service, they were very helpful suggesting alternatives when my tariff came to an end and I find updating meter readings by their app very straight forward. Compared to dealing with previous suppliers, I think the 2* rating they have is far too low, I suspect mainly influenced by the variable debit issue plus the fact it seems impossible to input a rating for them despite looking quite hard. I would give them more like 4*. They are also amongst the cheapest.

Gerry1

martiantimeslip wrote: »

Obviously OTM upset a lot of people when they tried go from a single monthly debit to a variable one based on season of the year. It didn't seem such a bad idea to me, but I may be the only one. However since that debacle, I have had no problems dealing with their customer service, they were very helpful suggesting alternatives when my tariff came to an end and I find updating meter readings by their app very straight forward. Compared to dealing with previous suppliers, I think the 2* rating they have is far too low, I suspect mainly influenced by the variable debit issue plus the fact it seems impossible to input a rating for them despite looking quite hard. I would give them more like 4*. They are also amongst the cheapest.

Just wait until you leave and try to get your credit balance refunded !

Perhaps

Anyone done a switch with a SMETS2 smart meter? OTM say that smart meters will become dumb with the need to submit readings, but are they talking about SMETS1 meters here or does that apply to SMETS2 as well?

(I've emailed to ask, but no answer as yet)

Nick_C

Perhaps wrote: »

Anyone done a switch with a SMETS2 smart meter? OTM say that smart meters will become dumb with the need to submit readings, but are they talking about SMETS1 meters here or does that apply to SMETS2 as well?

(I've emailed to ask, but no answer as yet)

Their FAQs say:

"I have a SMART meter. Can I still switch?
You can switch without a hitch but first generation smart meters revert to dumb status when you move from the host supplier. This just means you will have to read your meter manually. If you are struggling to do this, please email us at kapow@outfoxthemarket.co.uk and we can send you a handy step by step guide.

Can I get a SMART meter?
We are rolling out the very latest in smart meter technology (SMETS2) throughout 2020."

Sounds like you may be OK. Do let us know what they say. Unfortunately, I'm switching from Ovo with a SMETS1 meter, but OTM will be about £150 a year cheaper than staying with Ovo, so I will put up with the inconvenience.

UnclaimedEnergy

Not a customer but have had speedy replies to a couple of emails I sent to them, one at 4am as well.

It's a good sign that you should be able to get a response from them, although without being a customer and having an issue it's hard to tell what their resolution would be like.

I can't see how their prices are sustainable though and I would prefer not to have to go through SoLR this winter.

big_all

they have recently got there act together and now give a great service
in the past it was a bit knee jerk with trying to change fixed amounts with little or no warning

they now seem to want to catch up when a few pounds behind in my eyes not required but a minor irritant as a easy sorted with a message

SMc

Login not working today message to say "ERROR: Could not save token."

Support reset my account but still the same problem.

Been told "This is an error with our online system, we are looking into this at the moment so hopefully this is fixed shortly.."

Anyone else having problems ?

[Deleted User]

Outfox the market have been excellent in sorting out problems with my previous supplier (Tonik), they have offered advice, sent me information and proactively notified me when my previous supplier had "gone off the rails - again!".
I cannot fault them - excellent customer service in my experience.

admars

MSE's email alert told me I could get a better tariff, so I emailed Outfox quite late at night, got a reply the following morning apologising for delay in responding! they said they'd change my tariff as from next bill, when i checked my current tariff it's been updated