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  • FIRST POST
    • MSE Dan L
    • By MSE Dan L 9th Feb 15, 10:18 AM
    • 654Posts
    • 404Thanks
    MSE Dan L
    GB Energy Supply reviews: Give your feedback
    • #1
    • 9th Feb 15, 10:18 AM
    GB Energy Supply reviews: Give your feedback 9th Feb 15 at 10:18 AM
    This is a feedback thread on energy supplier

    GB Energy Supply

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you havenít already, join the forum to reply.
    Last edited by Former MSE Andrea; 07-09-2017 at 4:15 PM.
Page 2
  • notyetdead
    Be careful, this company not only takes their first monthly DD 4 weeks before your service starts - which means in reality that unlike mainline suppliers, you will already be 4 x monthly DD's out of pocket before your first quarterly bill is due. To me, this completely negates any possible savings, however, as it is no contract, I am starting the switch to another company ASAP. Also note, their customer service is all but non existent. It has taken them 13 days to send a response to my email.
    They ask me to send a reading using the login details they supplied - they have not supplied anything, only taken my money.
    Last edited by notyetdead; 27-05-2015 at 5:50 PM. Reason: added info
    • deanos
    • By deanos 27th May 15, 6:11 PM
    • 10,949 Posts
    • 5,605 Thanks
    deanos
    do you have to wait to fully switch before you can move again ?
    • sidbee
    • By sidbee 27th May 15, 6:48 PM
    • 49 Posts
    • 34 Thanks
    sidbee
    Finally managed to get through on phone to give my opening meter read. And have received a reply to my email about the non-existent log-in details - quote:-

    "GB Energy Supply would like to apologize for any inconvenience caused when not receiving your log in details.
    At present our web server is undergoing some maintenance, and is scheduled to be complete by the end of May 2015.

    If you want to request your log in details, go to the GB Energy Supply log in page and enter your email address following that, click the forgot password link and you should receive and email with instructions on how to set up your new log in details."

    End of May is next week............. any bets on whether they will have got round to putting in a system by then?

    As for the 'forgot password' advice, I had already tried that 2 weeks ago, still waiting for their email with instructions though!
    sidbee
  • DrewDoesntCare
    After signing up with GB Energy two weeks ago, I've sent them three emails (to query mistakes in my documentation), none of which have been replied to. I then phoned to cancel the application (after 15 minutes on hold). Since then I've received another email from them trying to continue my application.

    So they ignore emails and aren't much help over the phone either.
  • ndl124
    DO NOT join GB Energy at this time. I started the process of moving to them and neither their IT system nor telephone customer service seems able to cope with the number of customers that they have acquired. Like many other reviewers, I was sent an email from GB Energy asking me to provide them with my meter reading. I had not previously received my log in details to allow me to do this and got no response from the "Forgotten password" link on their website. After TWO DAYS on hold to their telephone customer service team, I spoke to one of their staff who told me that the log-in emails hadn't been sent out, that the Forgotten Password links on their website is not working and that a Director would manually send an email to each customer with their log-in details. This Director was busy and would only be sending out the emails some time today (28th May) and tomorrow (29th May).


    GB Energy have however already managed to take money from my account based on no meter reading, but an estimated usage.


    As soon as I get access to my EGB Energy account, I shall be switching from them to another supplier
    • DaftMule
    • By DaftMule 31st May 15, 5:40 PM
    • 84 Posts
    • 25 Thanks
    DaftMule
    Just started the switch process today. I got an email with my login details straight away. Logged in to find the Account home page has several buttons (View Profile, View Bills, Give reading etc) all of which do not work. A short while later I got the welcome pack email. I noticed immediately that the attached welcome document with account details etc gave a different account number to that stated in the Account home page online (your account number is shown without having to click on anything.)

    Given the fact that no one seems to be able to get through on their help line and they don't seem to reply to emails, I doubt I will have much joy getting this sorted with them. If I can't get any response tomorrow, I will cancel the application to switch and my direct debit (if it has been set up by then).

    Guess the old saying is true. If it seems to good to be true then it probably is....
    • deanos
    • By deanos 31st May 15, 6:18 PM
    • 10,949 Posts
    • 5,605 Thanks
    deanos
    just used the reset password link, can now get into my account
    • DaftMule
    • By DaftMule 31st May 15, 6:47 PM
    • 84 Posts
    • 25 Thanks
    DaftMule
    just used the reset password link, can now get into my account
    Originally posted by deanos
    But do the buttons on the account page work for you?
    • deanos
    • By deanos 31st May 15, 7:29 PM
    • 10,949 Posts
    • 5,605 Thanks
    deanos
    err nope
    • mosexco
    • By mosexco 1st Jun 15, 6:10 PM
    • 6 Posts
    • 0 Thanks
    mosexco
    GB Energy: website still not working: 1.6.15
    Their website quotation string is still not working. It gets stuck on 'Your Quote' and can't show their best tariffs.
    • wwpaddler
    • By wwpaddler 1st Jun 15, 6:39 PM
    • 32 Posts
    • 14 Thanks
    wwpaddler
    Their website quotation is working ok for me. Might work if you try a different browser or clear out your cookies.
    • DaftMule
    • By DaftMule 2nd Jun 15, 10:50 AM
    • 84 Posts
    • 25 Thanks
    DaftMule
    Update today:

    I now have an account page with 2 working buttons available. One lets me see my account details and the other is for meter readings. Currently the meter readings page does not have anywhere to put in a reading though.

    Re my issue of having a different account number on the web site compared to that in my welcome document, I decided to call them this morning. After 40 mins on hold I got through to a very pleasant and helpful chap who explained that one number is my Account number and the other is my customer number. The confusion is that on the Account web page is has my customer number as my account number.

    Anyway, the customer service chap said their IT people have said the website should be sorted by the end of this week. we shall see.

    Just thought it worth adding, I emailed them on Sunday evening re my concerns and I got a reply within 24hrs. So, in my experience their email response time is not too shabby.

    I really think this is a case of a company trying to run before they can walk. At the moment they are stumbling. It remains to be seen whether they fall flat on their faces or mange to gather their feet under them and jog on...
    Last edited by DaftMule; 02-06-2015 at 1:24 PM. Reason: Additional info
    • sidbee
    • By sidbee 2nd Jun 15, 12:31 PM
    • 49 Posts
    • 34 Thanks
    sidbee
    Finally managed to get through on phone to give my opening meter read. And have received a reply to my email about the non-existent log-in details - quote:-

    "GB Energy Supply would like to apologize for any inconvenience caused when not receiving your log in details.
    At present our web server is undergoing some maintenance, and is scheduled to be complete by the end of May 2015.

    If you want to request your log in details, go to the GB Energy Supply log in page and enter your email address following that, click the forgot password link and you should receive and email with instructions on how to set up your new log in details."

    End of May is next week............. any bets on whether they will have got round to putting in a system by then?

    As for the 'forgot password' advice, I had already tried that 2 weeks ago, still waiting for their email with instructions though!
    Originally posted by sidbee
    Well, end of May has gone and the systen still isn't working.

    I did contact them again to say that the "forgot password" link hadn't worked, and got a reply that they would "request a manual reset for your log in details". Not sure how that's supposed to work as I never had any log in details..... !

    Anyway, of more concern now is that I noticed that my Welcome Pack had what I assumed to be an error in the daily standing charge. It stated it to be 36p per day (excluding VAT) for electricity. But the quote I obtained from their web site before I signed up - and still being quoted when I got another quote from them today as if I were another new punter - states it as 26.775p per day. That is also the standing charge shown in their Price List on the web site (25.5 per day ex VAT) , and used by comparison sites.

    However after pointing out this apparent error in their Welcome Pack I received an email back this morning from them enclosing what they say is their current tarrif sheet which does indeed show the standing charge for my region as 36p per day ex-VAT !!!

    I have asked for an explanation.
    Last edited by sidbee; 02-06-2015 at 12:36 PM.
    sidbee
    • sidbee
    • By sidbee 2nd Jun 15, 2:48 PM
    • 49 Posts
    • 34 Thanks
    sidbee
    Update - a very quick reply by email from GB Energy this time. They confirm that the standing charge shown in my original quote and in the price list on the web site is correct. They don't explain why one of their employees sent me an out of date tarrif sheet this morning or why my Welcome Pack was also wrong, but never mind...........
    sidbee
    • sidbee
    • By sidbee 3rd Jun 15, 12:06 PM
    • 49 Posts
    • 34 Thanks
    sidbee
    And a further Update! I received another email from them this morning, once again apologising for the confusion and saying that action has been taken to prevent out-of-date tarrif packs being sent out in error in the future.

    Also, clicking the 'forgot password' link on their website (even though I never had one to forget) did this time result in receiving an auto-generated email with a link to reset it, which actually worked. So I can now access the My Account section, which has a box to enter a meter read and tells me (correctly!) how long since I last gave one (but not, sadly, any history of what it was). Also there seems to be no provision yet to view statements, although maybe that won't be apparent until I have one to view.

    All in all, things appear to be happening and teething problems sorted out.
    sidbee
    • town cryer
    • By town cryer 3rd Jun 15, 7:39 PM
    • 6 Posts
    • 6 Thanks
    town cryer
    What Customer service
    I did a search using MSE and chose GB Energy partly because they were the cheapest but also because there were no exit fees if I change my mind. You mentioned that there had been little feedback about GB Energy so here is my experience so far - the switch hasn't actually gone through yet. I have never switched online so I wasn't sure of the procedure and what to expect.
    I had exact power usage and payments for the last year. After completing the form it said it was checking my payment details and after several minutes it said it was still checking but nothing happened. I tried phoning GB Customer Services but after 12 minutes the line went dead. I tried again several times the next day and also emailed them to ask if I had switched or not. Beth at Customer Services emailed back and just told me to phone the same number I had been calling. I continued phoning over the next few days and then emailed again. I went through the switching procedure and was given a direct debit of £1073 PER MONTH! I emailed and cancelled it and also emailed Beth at Customer Services again who cancelled it from her end. I went through the switch again and ended up with a proper quote of £118 per month. I will continue with the switch but if this how their 'so called' Customer Service works I can see me leaving GB Energy fairly soon. Despite cumalative calls lasting over 3 hours and even emailing asking someone to call me I have still not been able to speak to anyone on the phone.
    • tomthered
    • By tomthered 3rd Jun 15, 11:30 PM
    • 245 Posts
    • 62 Thanks
    tomthered
    Apparently reading the GB website they only came into being last year so very very new. The boss started this after being asked to. Was thinking about a switch but the only thing going for them is the fact you can leave with no penalty.
    • Retyred
    • By Retyred 5th Jun 15, 5:01 PM
    • 4 Posts
    • 1 Thanks
    Retyred
    Just signed up with GB and everything went OK. Hoping the switch goes as smoothly...
    • dylan32
    • By dylan32 5th Jun 15, 8:17 PM
    • 4 Posts
    • 3 Thanks
    dylan32
    GB cheaper?
    Received message from MSE, at my request,when i could save £100, after reading all reviews i will not bother at this time,we have been informed we now qualify for warm home discount from coop energy, GB do not do this,but still having massive problems trying to get into my coop account,this has been going on since feb.
  • MR2phil
    I requested a dual fuel switch to GBENERGY on 27th May and so far everything has gone according to my expectations. The slight advance debit payment (7 days in advance in my case), is no big deal and I was made aware of this arrangement from the outset.

    I cannot fault their communication so far. Because some folks have experienced difficulties, I decided to test their Customer Support Service this lunch time and was pleased to have my call answered within a minute and by a chap with a Yorkshire accent. He dealt with my questions in a polite, professional manner and promised to send me an email to enable registration for their on line system. This email was received before our conversation ended and after following the link on the email, I was registered straight away.

    This process provided me with access to my account, where I was able to view my details and view the screen for providing meter readings. I cannot see any problems with using their site at this stage, although it does seem fairly basic compared with the big company sites.

    All in all I have been pleased with the transition process and have not encountered any of the issues/pproblems experienced by the folks above. Long may this continue! In my case the transfer of supply should be completed by late June.

    Update on 29th June.

    Gbenergy switch completed after providing them with meter readings, which apparently is only possible once the transfer date has arrived. They accepted my readings over the phone this afternoon ( only a 2 min wait for them to answer) and I can now see the meter reading input boxes, which were previously missing from my account page. So the transfer is complete and it was no more difficult than previous transfers with the big 6 companies!
    Last edited by MR2phil; 29-06-2015 at 2:41 PM. Reason: update on transfer progress
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