Outfox The Market

unsure1234567

My current supplied is Scottish Power and want out from them. Done a comparison and Out Fox came up as cheapest but been reading online horror stories about this energy supplier? Can anyone expand what they truly like or are the horror stories just typical with any supplier. Just worry now made stupid mistake to switch to them or not?

Anyone on them? How bad are they?

giraffe69

I've been with them around 3 years. On the few occasions I have had cause to contact them no problem at all and when I switched no problem with the already installed smart meters either.

unsure1234567

Luckily not been forced yet on to a smart meter. Long story on it with previous provider that when they exchanged meters they installer never had one so had to put a new "credit" meter in. Won't be getting it swapped in a hurry but I do make sure each month that meters are read so no nasty shocks. I know all of them are ultimately bad in ways but was shocked to see some bad reviews with Outfox.... just was worrying if done wrong thing.

Brie

Usually there's not much to say, they supply and I pay.  They ask for readings despite me having had smart meters for a few years.  And the bills while having all the normal complicated calculations are fine except that they don't say if smart readings are being used - just estimates unless I have supplied the numbers.

On the plus side - and not sure if this is normal for any other supplier - our gas meter stopped working for some reason late last summer. And because this might be due to a leak (I guess) the gas gets cut off completely.  Apparently this happened the day after we went on holiday and so we didn't know about it until we got home and the OH tried to wash the dishes the next morning and just got cold water.  I rang them about 1 pm to report the problem and they sent someone to install a new meter by about 3:30.  So now we have a dumb meter for gas because there were no smart meters available.  No idea when this will be updated but in the meantime I consider that pretty sterling service. 

Small downside was that they charged us for "guessed use" despite there being no gas available or being used as we were away.  I insisted that the bill be corrected and it took them about 6 weeks to get that sorted.  

bob2302

unsure1234567 said:

Luckily not been forced yet on to a smart meter. Long story on it with previous provider that when they exchanged meters they installer never had one so had to put a new "credit" meter in. Won't be getting it swapped in a hurry but I do make sure each month that meters are read so no nasty shocks. I know all of them are ultimately bad in ways but was shocked to see some bad reviews with Outfox.... just was worrying if done wrong thing.

I didn't have a problem with Outfox either.

I don't know why you think you are lucky not to have a smart meter, I've saved a lot of money with one. 

Gerry1

Brie said:

On the plus side - and not sure if this is normal for any other supplier - our gas meter stopped working for some reason late last summer. And because this might be due to a leak (I guess) the gas gets cut off completely.

It's normal for all suppliers because all gas smart meters have a Shut Off Valve.

You were lucky it wasn't a winter holiday, you might have come back to burst pipes and a flooded house.  That can't happen with a conventional meter (unless it's PAYG).

RelievedSheff

We have been with them for about 4 years now and have not had a bad experience with them. We have just switched to another 12 month fixed rate with them.

The odd time we need to contact them we have done so via email and have had a response the same day. 

worriedowner

My partner’s experience with them has been quite unhappy while trying to finalise bills in her mother’s empty flat after she died. 

They fitted a smart meter during the period then replaced it two months later, supposedly because it was wasn’t working properly as it “hadn’t been activated”. But for those two months they have charged for a hugely excessive amount of electricity used which cannot be right as the flat was empty with virtually no electricity being used. This was purportedly based on a ‘final reading’ - from the meter that was supposedly not working properly, even not activated!

Monthly readings from the replacement meter correctly show very little electricity being used, as were readings from the original meter immediately before the first smart-meter was fitted. But OTM are refusing to acknowledge the very reasonable point that the bill for the interim period must be excessive and are pursuing the full amount via debt collectors.  

Is there a route to escalate as we are getting nowhere with customer services? Thanks.

QrizB

worriedowner said:

Is there a route to escalate as we are getting nowhere with customer services? Thanks.

As with all energy companies, register a formal complaint and, if that doesn't reach a satisfactory outcome, after eight weeks you can refer your complaint to the Energy Ombudsman.

BigBear68

Coming to the end of my first year with them and 99% sure I will be renewing again with Outfox, bills are sent on time and my DD has never changed from the original estimate. I have only had cause to ring them once at the beginning of my contract as I had made a mistake with my estimated gas usage, the call was answered promptly and my mistake quickly rectified. Like most services some people love certain companies and some loathe them, I'm a believer in giving everyone one chance and judging the service myself.

HillStreetBlues

BigBear68 said:

Coming to the end of my first year with them and 99% sure I will be renewing again with Outfox, bills are sent on time and my DD has never changed from the original estimate. I have only had cause to ring them once at the beginning of my contract as I had made a mistake with my estimated gas usage, the call was answered promptly and my mistake quickly rectified. Like most services some people love certain companies and some loathe them, I'm a believer in giving everyone one chance and judging the service myself.

That's only good if it matches the bills.