Add your feedback on energy supplier Orbit Energy

hillcats

This is taken from their T&C's

8. CHANGES TO THE CONTRACT
8.1. From time to time, we may update your contractual terms to comply with changes to laws or regulations, to follow legal advice, or if our business necessitates a change to these Terms of Service.
8.2. We will never change the agreed unit rate energy charges for the duration of an Orbit Energy fixed rate tariff contract.
8.3. We will give you 30 days' notice if a change to this agreement results in your energy rates increasing. If you do not agree with the changes, you can switch to another supplier without any penalty. This doesn't apply if, in accordance with this agreement, we change your payment method or you automatically move onto a variable plan. We'll also keep your prices the same until you switch or start the new tariff (as applicable) if we hear from your new supplier or you move onto a new tariff with us within 20 days of the change.

However, be vary wary, I've had an email chain with Orbit Energy and advised them that I'm not happy about their price rises and as such I had already started a switch away and they confirmed by return email they WOULD maintain my rates until switch has completed, all fine I thought until today I log in online to see if any changes are showing just expecting to see a 'sorry you're leaving or similar' but I actually see that they've ramped up my daily and unit charges but even higher than they said in their own letter and not keeping to the agreed prices as per our emails.... I'm currently awaiting a reply from the company GRRR !

........................................OLD RATES /// NEW RATES AS PER LETTER /// ACTUAL RISE TOO

DAILY STANDING ............. 21.973p .................... 22.048p ....................... ......... 23.1504p

UNIT RATE ..................... 11.512p ............................. 14.887p ................................. 15.6314p

paxee

Hi All - I switched from Orbit on 20th January 2020 because of the price rise to my variable tariff.  They asked me to keep the direct debit active so they could refund the credit.  Since that time I have had no final bill from them, but annoyingly they have decided to keep taking the monthly DD.  I have confirmed with my new supplier that the switch took place as expected on the date expected so there was no need for them to take further payment. I have contacted them to make a complaint by email (there seems to be no other contact method).  They have not replied by their guideline 2 days.  My suggested would be to firstly watch this company carefully if you are switching away.  And secondly I have not been at all impressed with their customer service.

[Deleted User]

Entered all gas & electric usage and found I could save £380 per year. Proceeded to change supplier to Orbit only to find monthly DD would increase by £40 per month, yet save me £380 per annum??? Surely that should reduce my monthly DD! Contacted Supplier through their 'contact us' link to ask why, reply expected within 48 hours and three days later still no response! Indication of customer service? Went elsewhere

deanos

I left Orbit energy and the last bill i received with up to date readings said i was in credit, just received a email out of the blue from a debt agency saying i now owe Orbit the exact same figure that i was in credit by !

Anyone else had this 

RalphS

Just joined Orbit from OTM as was cheaper. Switch went faultlessly & on time. So Far So Good!

I would expect energy prices to ease at the moment.

jagdhups

Just signed up to Orbit from Bulb - on the vari save extra. No exit fees so if rates go up the I'll switch again. Switch was smooth and should go through by  17 May.  

khdgsa

Check your bills! Realised today that Orbit have swapped my day/night rates on every electricity meter reading submitted in the last 14 months so I'm paying for my higher usage on the highest rate. They've either been deliberately manually swapped, or by a software problem,  as I was extra careful entering the figures yesterday as I'd noticed the anomaly on the past readings and thought I'd made a mistake.

RalphS

Today I received 2 emails from OE

From: Orbit Energy [mailto:noreply@orbitenergy.co.uk]
Sent: Thursday, May 14, 2020 3:59 PM

Your payments during COVID-19
Hello xxx,
Energy use is increasing
With us all spending more time at home, it’s not surprising to see that the amount of energy being used has increased across the UK.
Protecting you now
We don’t want you to get a large bill later this year, so we’re protecting you now by temporarily increasing your payments by 4% for the next three months.
This will help you stay on top of your payments and reflect any additional energy you use during this time.
That’s an average of only £4 per customer, per month; or just £1 per week.
You’ll receive an email shortly letting you know exactly how much your new payments are.
We'll also now be sending you a statement each month, so you'll know exactly where you are with your energy bills.
Here to help
For tips and tricks to reduce the amount of energy you use, check out the Energy Saving Trust website.
For answers to commonly asked questions, please check our FAQs on our website.
If you can't find your answer there, you can contact us and we'll be happy to help.
Thanks.
Your Orbit Energy Team

31 minutes later.....

From: Orbit Energy [mailto:noreply@orbitenergy.co.uk]
Sent: Thursday, May 14, 2020 4:30 PM

RE: Your Direct Debit is confirmed
Hello xxx,
Your Direct Debit has been updated. All your details are below.
Account name [etc]
The Direct Debit will appear with this reference:
Service User Number (SUN)     [xxx]
Reference     Orbit Energy
If anything doesn't seem right, please reply to this email as soon as possible. Otherwise, you don't need to do anything — we'll process your Direct Debit as planned.
Thanks in advance.
Your Orbit Energy Team
--------------------
And my issue is....

Is anyone likely to read, as instructed, my DO NOT INCREASE reply to NOREPLY@orbitenergy.co.uk 

[Am retired, thus no real change in lifestyle!]

goatfaced

I've been with them for 4 months, bit perturbed by no bill in that time but they have raised my direct debit anyway due to corona. 

My main gripe is when putting meter readings in it asks for both, says they've been accepted but then the gas one never appears. Looking back through my meter readings history more than half of my readings have no gas reading. There's no option to submit a reading for gas only, so I have to keep submitting every few days until it accepts a gas reading. 
I'm switching away, I get irrationally annoyed every time my gas reading fails and I don't want to have to keep taking readings. My meters are outside and there are spiders living in them. 

Gerry1

goatfaced said:

My meters are outside and there are spiders living in them. 

They're there to detect leaks.  Bit like canaries, but lower food requirements and they won't fly away.