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Symbio Energy feedback

edited 4 February 2019 at 7:00PM in Energy
2.2K replies 122.6K views
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  • MABLEMABLE Forumite
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    Tafrock wrote: »
    It would be useful to receive feedback through this thread on existing symbio customers. How did your switch go, how good is the customer portal etc. Customer feedback seems very thin on the ground

    Can't agree more. However they only started in December 2018 and this discussion board appears to be gathering pace now.
  • edited 12 April 2019 at 9:37AM
    TafrockTafrock Forumite
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    edited 12 April 2019 at 9:37AM
    Very true mable. My switch completes on 24th April one day before yours I think

    I have emailed customer service with a number of questions. When can you retrieve any excess credit, how often is direct debit amount reviewed. What happens if you underpay. When will first direct debit be collected. Stuff like that. None of these issues are mentioned in the terms and conditions.

    I am awaiting a reply

    Also I notice the smart meter clause has changed in their terms and conditions.
    It now says '8. Symbio Energy is currently not offering services of Smart Metering Solutions. The company is currently in the process of implementing and supporting the government
    scheme of offering our customers with Smart Meter Solutions. The company anticipates that we will offer this service by September 2019. If you currently have a Smart
    Meter then the company can operate this as a ‘dumb meter’ and take monthly reads and then switch this back to a Smart Tariff once the Smart Meter Solutions are
    active.
  • DobbibillDobbibill Forumite, Board Guide
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    My correspondence says I have an 'estimated start of electricity supply on Saturday 20th April.' All around the same date by the looks of things.

    Finger's crossed for a smooth transition.
    I'm a Board Guide on the Energy, Student Money Saving, UK Armed Forces and
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  • edited 12 April 2019 at 12:54PM
    MABLEMABLE Forumite
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    edited 12 April 2019 at 12:54PM
    Unfortunately due to an error on their part the switch was actually completed today. Meaning I have lost my £20 bonus from Eversmart. First of all as compensation Symbio agreed a £10 discount on the first bill but after further negotiation they agreed a further £10 off the 2nd bill. Mistakes happen.

    I have now tried submitting my opening read via their site but they require a picture of the meter. However downloaded it but you need to convert the file to JPG. Not sure how to do that. I have instead sent them a separate email with a picture of the meter so hopefully that will suffice.

    I have now found out if you go into your account fully you can enter the reads there without the need for an image of the meter.

    They also advised they will request the next meter read first week of May and payment will be taken 3 weeks later.
  • DobbibillDobbibill Forumite, Board Guide
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    MABLE wrote: »
    Unfortunately due to an error on their part the switch was actually completed today. Meaning I have lost my £20 bonus from Eversmart. First of all as compensation Symbio agreed a £10 discount on the first bill but after further negotiation they agreed a further £10 off the 2nd bill. Mistakes happen.

    I have now tried submitting my opening read via their site but they require a picture of the meter. However downloaded it but you need to convert the file to JPG. Not sure how to do that. I have instead sent them a separate email with a picture of the meter so hopefully that will suffice.

    I have now found out if you go into your account fully you can enter the reads there without the need for an image of the meter.

    They also advised they will request the next meter read first week of May and payment will be taken 3 weeks later.


    If you have a PC/laptop, the photo can be easily changed to a JPG file by going into the properties of the file. (This is normally right click>properties)
    I'm a Board Guide on the Energy, Student Money Saving, UK Armed Forces and
    Local Money Saving - Wales boards. I'm a volunteer to help the boards run smoothly, and I can move and merge posts there.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to [email protected]. Any views are mine and not the official line of MoneySavingExpert.com.

    It's not about being the best -
    It's about being better than you were yesterday.
  • Important update! We have recently reviewed and updated our Forum Rules and FAQs. Please take the time to familiarise yourself with the latest version.
  • TafrockTafrock Forumite
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    Excellent. Thank you mable for the update. Quite reassuring that they compensated you for their mistake
  • Jo_HricJo_Hric Forumite
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    You would get the Customer Number only after the registration is completed, mine took about 12 days.
  • Nice to see this thread gathering pace, I've been quietly watching & lurking.

    I know I said in my earlier post that I wouldn't be switching to them, but I changed my mind & my switch to them completed this week.

    I signed up to the 1 year fixed March tariff, which was 21p standing charge and 12p per unit, but since then theres a new april tariff they have brought out which is even cheaper - something like 15p standing charge & 13p per unit.

    I asked if I could be switched over to this tariff, but they said "no". It doesn't matter too much, as working it out, for me its only £20 a year less than the March tariff... and still £££'s cheaper than my former supplier.

    They do anwer the phone quickly (this may change with the amount of new customers joining), but still very unconvincing when you question them about anything. They don't seem to know the answers, more like their winging it while you guide them.

    I've been away on holiday for the week, checked my emails when I got home last night & they have sent me my customer number & asked me to register my account & submit my reading. I tried registering, but it wouldn't let me log in... checked my emails & had this:-

    "Thank you for registering to your online account with Symbio Energy.

    Once your account is verified by Customer Support team you will be able to login to your account
    using email address and you password.

    If you have any queries, please do not hesitate to let us know. Our email is [email protected] You could also call us on 0800 206 2330, Monday to Friday between 09:00am to 06:00pm"

    I've just tried to log in again this morning & its still saying my account needs to be verified, so will have to wait until Monday now, as they don't work on the weekend.

    There is an option to send the reading and a picture of your meter - I think, without signing into your account (as someone said above), but I'd rather wait until I can log into my account to send it.

    Also, to clarify - you don't have to get a Smart meter installed, they said they are removing it from the T&C's. They said they will email me towards the end of the month for a meter reading to ensure accurate billing.
  • Sooooo, I just checked my emails & in the early hours of this morning (Sunday) they have sent me this:-

    "Thank you for registering to your online account with Symbio Energy.

    Just to remind you that you can now:

    • Update and manage your personal details
    • Submit your meter readings
    • View your energy bills
    • View your consumption levels

    If you need to submit any meter readings then you can also do this without logging in by entering your customer reference number and postcode under the ‘Enter Meter Read’ section in the same link as logging into your online account https://symbioenergy.co.uk/customerportal/.

    If you forget your password then you can reset this at anytime by entering the email address that you have registered with which will send you a link to reset.

    If you have any queries, please do not hesitate to let us know. Our email is [email protected] You could also call us on 0800 206 2330, Monday to Friday between 09:00am to 06:00pm.

    Kind regards,
    Customer Services"

    Now I'm verified, I logged into my account, where it then asks you for the meter reading, along with a picture of you meter. I took a photo on my phone, transferred it to my laptop, uploaded it to my customer portal, clicked OK, then an error message pops up saying that it has to be a jpg file of no more than 2mb in size.

    The picture I took was 3mb...

    I googled how to reduce the size of a jpg & found a site called reduceimages . c o m

    There I uploaded the picture of my meter, then reduced the quality to 50%, clicked download & the picture is now 432kb, still a jpg, & still looks exactly the same quality as my original 3mb version.

    I uploaded this 432kb picture, entered the reading & its now gone through fine.

    Had an email staight away with my picture attached, confirming:-

    "Thank you very much for submitting your meter readings.

    Your message has been received by our Customer Services team and we will process this in your upcoming months bill.

    Please find the details of the meter reads for that you have submitted:

    Customer reference:********

    Meter read date: 14/04/19

    Current normal meter read: ******

    Thank you for submitting your meter reads. If you have any queries, please do not hesitate to let us know. Our email is [email protected] You could also call us on 0800 206 2330, Monday to Friday between 09:00am to 06:00pm.

    Also I should add that when I received my customer reference number from symbio (a week ago), it also stated in the email that I should contact my previous supplier with my final meter reading. But when I rang my old supplier, they said I didn't need to contact them & they didn't understand why symbio had told me to contact them. My previous supplier said it was industry standard for the new supplier to contact the old supplier with final reads, and the customer didn't have to do anything.

    I explained I was just doing what symbio had told me, she took my meter reading but said there was really no need to contact them. They will send me my final bill which could take upto a month.
  • Biggus_DickusBiggus_Dickus Forumite
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    Also I should add that when I received my customer reference number from symbio (a week ago), it also stated in the email that I should contact my previous supplier with my final meter reading. But when I rang my old supplier, they said I didn't need to contact them & they didn't understand why symbio had told me to contact them. My previous supplier said it was industry standard for the new supplier to contact the old supplier with final reads, and the customer didn't have to do anything.

    I explained I was just doing what symbio had told me, she took my meter reading but said there was really no need to contact them. They will send me my final bill which could take upto a month.
    [/FONT]
    The gaining supplier (Symbio) will send your ‘final meter reading’ to a 3rd party meter reading verification company. It’s the meter reading ‘verifiers’ job to check that your reading is ‘viable’.

    The verification company has access to all your historical readings/data (going as far back, and with as many companies, as they deem necessary) and they’ll use this data to estimate what they consider your reading should be.

    Provided your own final reading is within range of the ‘verifiers’ estimated figure (there are strict parameters) the verification company will always accept your final reading figure.

    The 3rd party verification company will then feed-back an ‘industry verified’ reading to the gaining and losing supplier.

    It’s an Ofgem mandated process and the losing/gaining suppliers are duty bound to accept the ‘verified’ figure from the 3rd party verifiers. The verification company will adjust the final reading figure if their calculations indicate a problem with the reading you supplied on switch-over day.

    That’s why losing suppliers aren’t overly interested in the final meter reading that you submit;...it’s the all important ‘verified’ reading that is used when they prepare your final bill (and subsequent credit refund,...if applicable).


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