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  • FIRST POST
    • MSE Archna
    • By MSE Archna 28th Jan 13, 5:58 PM
    • 1,874Posts
    • 6,140Thanks
    MSE Archna
    Solarplicity: Add your feedback
    • #1
    • 28th Jan 13, 5:58 PM
    Solarplicity: Add your feedback 28th Jan 13 at 5:58 PM
    This is a feedback thread on energy supplier

    Solarplicity (previously LOCO2 Energy)

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your 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 haven’t already, join the forum to reply.
    Last edited by MSE Andrea; 26-07-2017 at 12:19 PM.
    Report inappropriate posts: forumteam@moneysavingexpert.com




Page 3
    • Lucaz
    • By Lucaz 11th Dec 17, 5:25 PM
    • 2 Posts
    • 0 Thanks
    Lucaz
    Never had an experience like it!
    Christel sorry to hear about your experiences with this dreadful company. See my comment, below that of Tawny_Owl, of today, 11th December. Hope it will help you. I too, have been tearing my hair out with the shambles they have been operating. After five and a half months of Solarplicity's incompetence, I was left with no choice but to take action.

    Best wishes
    Lucaz
    • Tawny_Owl
    • By Tawny_Owl 13th Dec 17, 3:01 PM
    • 35 Posts
    • 27 Thanks
    Tawny_Owl
    Bunch of Crooks
    Lucaz, Well Done You for kicking off a complaint to the ombudsman.
    I've switched to a small company called Tonik Energy : My online account was set up right away, and Tonik ARE signed up to the Energy Switch Guarantee Scheme.
    Meanwhile, I'm still awaiting my final Electricity Bill from Solarplicity some 5 weeks after leaving. Both my Gas & Electricity accounts are hugely in credit, yet they are still taking DDs from my bank.
    Solarplicity are a bunch of crooks and I wouldn't be surprised to see them end up in administration pretty soon.
    • ScroogeParent
    • By ScroogeParent 19th Dec 17, 12:21 PM
    • 2 Posts
    • 1 Thanks
    ScroogeParent
    I switched to Solarplicity in June and this has been a nightmare. They recorded my opening gas reading wrong (by about £2300 worth) and sent this reading to my previous supplier. It's about 10 weeks since I reported this to them and they appear to have done NOTHING to fix it. They claim to have opened a dispute with my previous supplier but that was 8 weeks ago, and they never answer emails. It's making me ill.
    • Raxiel
    • By Raxiel 19th Dec 17, 1:37 PM
    • 655 Posts
    • 357 Thanks
    Raxiel
    I switched to Solarplicity in June and this has been a nightmare. They recorded my opening gas reading wrong (by about £2300 worth) and sent this reading to my previous supplier. It's about 10 weeks since I reported this to them and they appear to have done NOTHING to fix it. They claim to have opened a dispute with my previous supplier but that was 8 weeks ago, and they never answer emails. It's making me ill.
    Originally posted by ScroogeParent
    You need to raise a formal complaint, in writing (including the word 'COMPLAINT' in bold. Outline the problem, and what you want them to do about it (I know you will have already told them this by email, but this is for the complaints team).

    As it's been over 8 weeks since you notified them already, I believe you can go straight to the ombudsman, but I'd suggest giving them another 2 weeks from the date of the letter to resolve the issue before you take it further.
    If it's not resolved by then, go straight to the ombudsman and let them handle it from there.
    • johnbenallen
    • By johnbenallen 28th Dec 17, 10:43 AM
    • 2 Posts
    • 0 Thanks
    johnbenallen
    I was a customer of LoCO2 which merged with Solarplicity. With LoCO2, things went smoothly.Since the merger, communication has become very difficult. Starting in September 2017, I had a prolonged exchange with the Solarplicity helpdesk to deal with a minor issue of incorrect readings by the meter reader (the low and normal meters were mixed up by the meter reader), and I had never had an answer to an email, or any follow-up, until I phoned Solarplicity (which can involve a long wait due to "unusually high call volume").

    After my negative remarks on Trustpilot and on the Solarplicity Facebook page, the billing issue was finally resolved on 13 November. I then requested a refund of part of my credit balance which had reached more than £250. Nothing happened. I launched a formal complaint on 29 November and received an email on 13 December from the "Complaints Manager" asking for new meter readings. I sent the meter readings back the same day, but nothing happened and further reminders about my complaint have gone unanswered.

    I fear it's a bad sign when a supplier can't deal quickly with what should be a routine request for a credit balance refund. It's too soon to transfer my formal complaint to the Energy Ombudsman, for which I must wait until 8 weeks from the date of the complaint. So I just have to wait, though I fear that something is badly wrong at this company and it may not stay in business long enough to refund my money. I would switch to another supplier, but I fear that this will just add to my problems with Solarplicity.
    • Hengus
    • By Hengus 28th Dec 17, 11:07 AM
    • 5,724 Posts
    • 3,511 Thanks
    Hengus
    I was a customer of LoCO2 which merged with Solarplicity. With LoCO2, things went smoothly.Since the merger, communication has become very difficult. Starting in September 2017, I had a prolonged exchange with the Solarplicity helpdesk to deal with a minor issue of incorrect readings by the meter reader (the low and normal meters were mixed up by the meter reader), and I had never had an answer to an email, or any follow-up, until I phoned Solarplicity (which can involve a long wait due to "unusually high call volume").

    After my negative remarks on Trustpilot and on the Solarplicity Facebook page, the billing issue was finally resolved on 13 November. I then requested a refund of part of my credit balance which had reached more than £250. Nothing happened. I launched a formal complaint on 29 November and received an email on 13 December from the "Complaints Manager" asking for new meter readings. I sent the meter readings back the same day, but nothing happened and further reminders about my complaint have gone unanswered.

    I fear it's a bad sign when a supplier can't deal quickly with what should be a routine request for a credit balance refund. It's too soon to transfer my formal complaint to the Energy Ombudsman, for which I must wait until 8 weeks from the date of the complaint. So I just have to wait, though I fear that something is badly wrong at this company and it may not stay in business long enough to refund my money. I would switch to another supplier, but I fear that this will just add to my problems with Solarplicity.
    Originally posted by johnbenallen
    Welcome to the forum. Worry not - your credit balance is now fully protected under Ofgem’s Supplier of Last Resort procedures. It is worth remembering that many suppliers today use grandiose terms like ‘billing’, ‘transfer’ and ‘complaints’ departments but, in truth, they are little more than a person with a laptop with a few helpers. When GBEnergy went bust it had only 25 staff and nearly 200k customers.
    • FestiveJoy
    • By FestiveJoy 28th Dec 17, 11:20 AM
    • 59 Posts
    • 31 Thanks
    FestiveJoy
    ....I would switch to another supplier, but I fear that this will just add to my problems with Solarplicity.
    Originally posted by johnbenallen
    That's right, better the devil you know.

    Stick with them. You know you are on a really good deal.

    • thelight
    • By thelight 28th Dec 17, 6:20 PM
    • 34 Posts
    • 1 Thanks
    thelight
    I was a customer of LoCO2 which merged with Solarplicity. With LoCO2, things went smoothly.Since the merger, communication has become very difficult. Starting in September 2017, I had a prolonged exchange with the Solarplicity helpdesk to deal with a minor issue of incorrect readings by the meter reader (the low and normal meters were mixed up by the meter reader), and I had never had an answer to an email, or any follow-up, until I phoned Solarplicity (which can involve a long wait due to "unusually high call volume").

    After my negative remarks on Trustpilot and on the Solarplicity Facebook page, the billing issue was finally resolved on 13 November. I then requested a refund of part of my credit balance which had reached more than £250. Nothing happened. I launched a formal complaint on 29 November and received an email on 13 December from the "Complaints Manager" asking for new meter readings. I sent the meter readings back the same day, but nothing happened and further reminders about my complaint have gone unanswered.

    I fear it's a bad sign when a supplier can't deal quickly with what should be a routine request for a credit balance refund. It's too soon to transfer my formal complaint to the Energy Ombudsman, for which I must wait until 8 weeks from the date of the complaint. So I just have to wait, though I fear that something is badly wrong at this company and it may not stay in business long enough to refund my money. I would switch to another supplier, but I fear that this will just add to my problems with Solarplicity.
    Originally posted by johnbenallen
    You may find that they reply a few days before the 8 week deadline...this is what just happened to me. Feels like poor customer service as my request must have taken them 10 seconds to check.
    • Inigo Montoya
    • By Inigo Montoya 29th Dec 17, 3:41 PM
    • 750 Posts
    • 676 Thanks
    Inigo Montoya
    tranferred gas & electric to solarplicity

    gas transfer was OK but my electric account has disappeared from my online account during the transfer process so Im currently not getting charged for electricity use as my old supplier has closed my old account

    Be interesting to see how long it takes them to realise their mistake as I believe there is some sort of 1 year back billing rule - Im obviously still taking regular readings for use when they eventually fix the issue

    their new online portal seems quite buggy as bill generation also seems to be an issue
    • johnbenallen
    • By johnbenallen 29th Dec 17, 5:08 PM
    • 2 Posts
    • 0 Thanks
    johnbenallen
    After messaging them via Facebook yesterday (28 December), I just received an email from Solarplicity!

    "A refund request of £200.00 was requested yesterday and will take 10 to 15 working days to clear back into your account"

    Three weeks to transfer the refund! But still, this counts as progress.

    UPDATE: the refund was credited to my bank account on 15 January, which makes it about 10 working days.
    Last edited by johnbenallen; 16-01-2018 at 12:54 PM. Reason: Update
    • Frankg
    • By Frankg 16th Jan 18, 2:42 PM
    • 1 Posts
    • 0 Thanks
    Frankg
    Frankg
    I think it would be wise to be wary of them The smallprint at the bottom of their website shows them to be a subsidiary of a Finance Company (looks like it was set up to sell solar panels via agents). With this background I think I will wait for a longer track record.
    • footyguy
    • By footyguy 16th Jan 18, 2:47 PM
    • 4,136 Posts
    • 1,670 Thanks
    footyguy
    I think it would be wise to be wary of them The smallprint at the bottom of their website shows them to be a subsidiary of a Finance Company (looks like it was set up to sell solar panels via agents). With this background I think I will wait for a longer track record.
    Originally posted by Frankg
    Solarplicity were formally known as LoCo2 (as it says in the OP)
    LoCo2 started supplying energy in the UK to domestic customers in July 2009.
    If you want suppliers that are more established than that, I suggest you stick to the big 6 (soon to be the big 5, as one is giving up ) ... and pay the higher prices usually associated with them.

    Good luck!
    • mbmonty
    • By mbmonty 17th Jan 18, 12:37 AM
    • 110 Posts
    • 57 Thanks
    mbmonty
    I think it would be wise to be wary of them The smallprint at the bottom of their website shows them to be a subsidiary of a Finance Company (looks like it was set up to sell solar panels via agents). With this background I think I will wait for a longer track record.
    Originally posted by Frankg
    Well I switched to Solarplicity, so far has been fairly smooth, I will report back when complete, I have called them to check progress and get through to customer services in two rings!

    I really like the lack of a standing charge which will save me £200 a year but I also like that they are true to their name

    Part of programme to install Solar Panels in homes of 800,000 homes is a good thing in my book

    Dutch investor plans to bankroll 800,000 solar panels

    More detail here

    https://www.insidehousing.co.uk/home/solar-panels-installer-targets-subsidy-independence-by-2019-52289

    or here if you are not registered to above site

    http://www.scottishhousingnews.com/17071/uk-8000000-social-homes-to-be-fitted-with-free-solar-panels/

    £160m investment is a good start.

    I think Solarplicity is like a lot of companies that have been a victim of their own success and unable to get their infrastucture to cope, EE and TalkTalk are prime examples.

    I still think there are a few bugs in their email system and they still have work to do on their portal so that it crowdsources, for example having the customer input the initial readings which are then sent to old supplier, currently staff tell me this is done by a Data Management team after customers call or email in their opening reads.

    The welcome pack suggested it could be done via the portal and the box is there but option not yet active, one would imagine this would all be automated in time so that the customer activity kicks off a batch update to the relevant supplier.

    With Solarplicity and Ebico dumping the standing charge I hope we will see more competition in this pointless charge, Solarplicity have stated that they will always be cheaper than the big 6 or is it going to be 5 with Npower merger if it goes ahead.

    Personally I think merger should NOT be allowed, the CMA allowed the broadband/mobile players to merge and now we have lousy competition in that market.

    What CMA needs to encourage is the smaller fish to grow by merging so we have a big 10 or big 15.
    Last edited by mbmonty; 17-01-2018 at 12:41 AM.
    • footyguy
    • By footyguy 20th Jan 18, 7:07 AM
    • 4,136 Posts
    • 1,670 Thanks
    footyguy
    MSM Fixed Tariff?
    Currently looking at this supplier, but seem to be getting some mixed messages.

    I see that the MSE CEC have a warning marker against this supplier.

    But then I also see MSM (who own MSE) have recently agreed a special tariff offering from this supplier, called MSE Fixed. Seems to have been available exclusively via MSM (incl. MSE) since 15 Jan 2018.

    Also...

    Looking at the solarplicity website, I see they proudly proclaim
    Standing charges? Not us

    Standing charges. We don't think that customers should have to stand for them.
    So unlike many other energy providers, we've given them the boot.
    and when looking at their generally available tariff
    No standing charges !!!8211; we don!!!8217;t believe in them
    So I don't quite follow why the MSM Fixed tariff offered by this supplier has a daily standing charge.

    Last edited by footyguy; 21-01-2018 at 8:50 PM. Reason: Mixed up standing charge and early exit fee - both apply to MSM Fixed
    • Martyn1981
    • By Martyn1981 20th Jan 18, 6:15 PM
    • 6,864 Posts
    • 11,107 Thanks
    Martyn1981
    I was just having a play with their quotes, as I'm a fan of NSC accounts, but noticed that the refined quote was always for less leccy than I was entering, so I had to put in nearly 1,700kWh before it worked it out on 1,500kWh. Then I read the small print and noticed they reduce your figure by 11% for the LED bulbs .... shame I've already got em.

    Reading this thread many seem to have had serious issues changing accounts. Is it worth the bother. I would like NSC, and also all RE leccy.

    I'm with EDF (low carbon, but RE is better) and the leccy is cheaper after taking NSC into account. the gas is a bit dear, but hoping to reduce demand via small heat pump.
    Mart. Cardiff. 5.58 kWp PV systems (3.58 ESE & 2.0 WNW)

    For general PV advice please see the PV FAQ thread on the Green & Ethical Board.
    • footyguy
    • By footyguy 21st Jan 18, 3:00 PM
    • 4,136 Posts
    • 1,670 Thanks
    footyguy
    I was just having a play with their quotes, as I'm a fan of NSC accounts, but noticed that the refined quote was always for less leccy than I was entering, so I had to put in nearly 1,700kWh before it worked it out on 1,500kWh. Then I read the small print and noticed they reduce your figure by 11% for the LED bulbs .... shame I've already got em.

    Reading this thread many seem to have had serious issues changing accounts. Is it worth the bother. I would like NSC, and also all RE leccy.

    I'm with EDF (low carbon, but RE is better) and the leccy is cheaper after taking NSC into account. the gas is a bit dear, but hoping to reduce demand via small heat pump.
    Originally posted by Martyn1981
    If you use a comparison site. they will use the figures you use.
    (at least all the ones I'bve tried have)

    Yes, if you use the suppliers website itself, it reduces the electricity figures by 11% to account for anticipated savings due to the free LED lightbulbs they will provide.
    This is as explained on their website, as you mention.

    If you want a quote from their own website, based on your figures (undiscounted), then increase them by 12.5%

    I posted this a week ago in the Ebico feedback thread, because someone mentioned they were attempting to get a quote off the Solarplicity website
    http://forums.moneysavingexpert.com/showpost.php?p=73716716&postcount=110

    (no idea why they did not progress with the CEC quote instead - that would also have earned them upto £25 cashback for a dual fuel switch )
    Last edited by footyguy; 21-01-2018 at 3:05 PM.
    • LeeUK
    • By LeeUK 21st Jan 18, 4:06 PM
    • 5,937 Posts
    • 2,708 Thanks
    LeeUK
    Just started a switch application to Solarplicity this week. Switching from Ebico for elec and from Bristol for gas.
    • Ruth Penny
    • By Ruth Penny 30th Jan 18, 9:33 PM
    • 1 Posts
    • 0 Thanks
    Ruth Penny
    Price not worth incompetence
    I moved to them because of a good quote. They immediately increased my direct debit by three-quarters, ignored contacts and refused to say on what they based their charge.

    I'd asked for dual fuel but they didn't take over the gas until some time after the electricity.

    I took them to the ombudsman; I finally got an apology dated the last day of a deadline, but they are still ignoring my emails and I've had to go back to the ombudsman to ask her to tell them to contact me.

    Two consecutive bills projected my annual electricity bill at £45 and then £500+.

    Look at other online reviews too
    Last edited by Ruth Penny; 30-01-2018 at 9:39 PM. Reason: Missed something
    • Stuart_W
    • By Stuart_W 4th Feb 18, 10:44 PM
    • 1,390 Posts
    • 665 Thanks
    Stuart_W
    Just started a switch application to Solarplicity this week. Switching from Ebico for elec and from Bristol for gas.
    Originally posted by LeeUK
    Would love to know how your switch is going. I switched electricity online with them on 14th Jan, got an automatic email saying thank you for switching, your supply will be transferred in 21 days, and 21 days later have heard nothing since. Based on other reviews, it seems we're starting as we mean to go on.
    • LeeUK
    • By LeeUK 5th Feb 18, 1:01 AM
    • 5,937 Posts
    • 2,708 Thanks
    LeeUK
    Would love to know how your switch is going. I switched electricity online with them on 14th Jan, got an automatic email saying thank you for switching, your supply will be transferred in 21 days, and 21 days later have heard nothing since. Based on other reviews, it seems we're starting as we mean to go on.
    Originally posted by Stuart_W
    Not heard nothing since the first email I got after I stated the switch but according to the welcome pack in that email, my switch is due to take place on the 9th Feb.
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