Swiching to Pure Planet

tfork

Hi!

I very much hope someone can help me. I recently applied to switch to Pure Planet via the Cheap Energy Club. I was advised by Pure Planet a few days later that the switch was being blocked by the old suppler (btw this a property i have just bought/moved into). I found out who was supplying the energy to the property prior to moving in and contacted them as per the email from Pure Planet. The old supplier said there was an obstruction on the account but they were able to remove this obstruction and I would be able to re-apply for the switch in 48hrs. So i waited 48hrs and logged back in to my Cheap Energy Club account to resubmit the application. However, it shows that the switch is in progress and I have heard nothing further from Pure Planet and there seems to be no way of speaking to a person there. I've tried to use their online help bot to get answers but I'm getting nowhere. So, i called the old supplier just now to see if my switch application was in progress and all they could tell me is that I am now able to resubmit the application.

I'm tearing my hair out with this thing and I'm no longer sure if my switch is actually in progress or not. I'm not intent on cancelling the switch but it would appear I can't even do that!

Has anyone had a similar experience and able to shed any light on this? Should I be seeking
to switch to someone else? And for the love of God, how can I speak or even email an actual person at Pure Planet??

Thanks in advance for any responses. They would be very gratefully received.

Streaky_Bacon

You should probably wait a little longer, before becoming too concerned about this.

There doesn't seem to be an email address on the PP website (and the thread below seems to confirm this), so the options seem to be to use their chat bot and ask to be sent through to the team (working hours seem to be up to 5:30pm), post on their community forum. or use the complaint form.

https://community.purepla.net/threads/633-E-mail-address

Perhaps try a post on their forum, try the chat bot again tomorrow, and if you can't get put through to a person, raise a complaint instead.

Who is the current supplier and have you actually opened an account with them, and provided move in meter readings?

You shouldn't get too stressed out about this, it will all be sorted one way or another, soon enough.

PennineAcute

WHen you moved in, did you contract the supplier to register an account with them - before you inititated the switch to Pure Planet?

Umiamz

The only way to communicate with Pure Planet is via the app. If you type "message the team", your request will go to an actual person, but it's not real-time chat. Somebody should respond within 24 hours, though.

Floretti

tfork wrote: »

Hi!

I very much hope someone can help me. I recently applied to switch to Pure Planet via the Cheap Energy Club. I was advised by Pure Planet a few days later that the switch was being blocked by the old suppler (btw this a property i have just bought/moved into). I found out who was supplying the energy to the property prior to moving in and contacted them as per the email from Pure Planet. The old supplier said there was an obstruction on the account but they were able to remove this obstruction and I would be able to re-apply for the switch in 48hrs. So i waited 48hrs and logged back in to my Cheap Energy Club account to resubmit the application. However, it shows that the switch is in progress and I have heard nothing further from Pure Planet and there seems to be no way of speaking to a person there. I've tried to use their online help bot to get answers but I'm getting nowhere. So, i called the old supplier just now to see if my switch application was in progress and all they could tell me is that I am now able to resubmit the application.

I'm tearing my hair out with this thing and I'm no longer sure if my switch is actually in progress or not. I'm not intent on cancelling the switch but it would appear I can't even do that!

Has anyone had a similar experience and able to shed any light on this? Should I be seeking
to switch to someone else? And for the love of God, how can I speak or even email an actual person at Pure Planet??

Thanks in advance for any responses. They would be very gratefully received.

You missed out the step where you contacted the MSE CEC to cancel the original 'switch in progress' that would otherwsie still be being applie dto your account from teh fisrt switch attempt. But we'll assume you did that as you then applied to switch again

In your fisrt attempt, the supplier contacted you quite quickly to inform you the switch request was being blocked by the previous supplier.

You cleared the blocakage and applied again. There has been no indication this time the application has been blocked, and the MSE CEC is informing you the switch is in progress. You shopuld also have received an email to that effect.

As above, Pure Planet is an app only supplier.
To contact them, head to Help via the app and type 'message the team' into Wattbot. Or you may be able to contact them via their own forum.
You cannot speak to nor email them, sorry.

tfork

No I didn't

tfork

Cheers for this