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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 6th Dec 17, 4:58 PM
    • 72Posts
    • 7Thanks
    MSE Andrew
    Add your feedback on energy supplier Outfox the Market
    • #1
    • 6th Dec 17, 4:58 PM
    Add your feedback on energy supplier Outfox the Market 6th Dec 17 at 4:58 PM
    This is a feedback thread on energy supplier

    Outfox the Market

    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.
Page 2
    • si.bham.76
    • By si.bham.76 23rd Jan 18, 2:39 PM
    • 16 Posts
    • 5 Thanks
    si.bham.76
    Does anyone know if OutFox The Market run a credit check when switching to them?
    • andyca
    • By andyca 23rd Jan 18, 3:27 PM
    • 128 Posts
    • 37 Thanks
    andyca
    Does anyone know if OutFox The Market run a credit check when switching to them?
    Originally posted by si.bham.76
    Nothing in my Equifax or Experian credit file, not even a soft search.
    Although I'm only 2 weeks in to a 3 week switch.
    As OFTM take payment for the month in advance I'm wondering if they will bother, as you should never be in debit.
    I have notifications set on my credit files so if this changes I'll post back.
    Last edited by andyca; 23-01-2018 at 4:09 PM. Reason: Checked Experian full report and updated with result
    • Benboo
    • By Benboo 24th Jan 18, 2:36 PM
    • 5 Posts
    • 7 Thanks
    Benboo
    Sting In The Tail
    Like many people I was coming to the conclusion that the OFTM Whack January 18mths Fixed could be the tariff to switch to this year but one thing worried me, the use of a membership fee instead of a standing charge and the fact that is NOT fixed during the contract period.

    I appreciated OFTM T&Cs state your membership fee per month can be raised during the contract if your electricity usage means you stray into a higher band i.e. low to medium or medium to high as that was undertsandable and in my case whilst I'm fairly confident my yearly usuage should remain around 3,200 kwh I am conscous we would only need to use another 299kwh during the year for OFTM to raise the membership fee from £8.99 pm to £10.99pm which of course adds £24 to the yearly tariff.

    I asked OFTM how they review your usage and they replied the DD is reviewed every 3-6 mths using your monthly meter readings and if the readings indicte you will eventually go beyond the upper limit for your band then the DD will be increased to take that into account, they will give you 30 days notice but if you don't like it then all you can do is leave but you will have to pay the £50 exit fee.

    I probably could have lived with that as control of the usage is in my hands except when I asked if OFTM can raise the membership fee for any other reason such as inflation then after some thought they admitted they can and in that case your only options will be to suck it up or pay the exit fee!

    Thefore as far as I'm concerned this is not a Fixed Rate tariff as we would normally know it and I've decide not to go with OFTM.
    • andyca
    • By andyca 24th Jan 18, 3:23 PM
    • 128 Posts
    • 37 Thanks
    andyca
    I probably could have lived with that as control of the usage is in my hands except when I asked if OFTM can raise the membership fee for any other reason such as inflation then after some thought they admitted they can and in that case your only options will be to suck it up or pay the exit fee!

    Thefore as far as I'm concerned this is not a Fixed Rate tariff as we would normally know it and I've decide not to go with OFTM.
    Originally posted by Benboo
    I switched just before they started offering the fixed rate tariff, and because there is no exit fee on the variable rate I figured I could just switch if it went up.
    As there are many people on the variable tariff I would think OFTM would lose a lot of customers if they were to put up the monthly membership fee, it might be a case of the fickle variable rate customers would protect the fixed rate customers.
    Energy regulator Ofgem also states that if energy suppliers increase any charges set out in a customer's contract, the customer has the right to end that contract, and if OFTM were difficult about this they would get a pasting on here.
    They were £128 cheaper than the next best for my usage so even if they put up the charge by £10 a month it would still be worthwhile for me.
    • footyguy
    • By footyguy 24th Jan 18, 3:26 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    ...when I asked if OFTM can raise the membership fee for any other reason such as inflation then after some thought they admitted they can and in that case your only options will be to suck it up or pay the exit fee!
    ....
    Originally posted by Benboo
    That is not what their terms state:

    14.3
    If we make changes to this contract that are disadvantageous to you, we will give you 30 days!!!8217; notice to let you know about the changes. If you do not agree with the changes, you can switch to another supplier without paying a termination fee.
    Also to put this fully into context

    14.4 Please be aware that none of following constitutes a disadvantageous change:
    Changing your payment method.
    Increasing additional charges.
    Changing or withdrawing any benefits in accordance with this contract.
    Increasing the VAT you pay.
    Making changes to the contract if we are required by Ofgem!!!8217;s rules to make them.
    Last edited by footyguy; 24-01-2018 at 3:32 PM.
    • Benboo
    • By Benboo 24th Jan 18, 3:50 PM
    • 5 Posts
    • 7 Thanks
    Benboo
    I switched just before they started offering the fixed rate tariff, and because there is no exit fee on the variable rate I figured I could just switch if it went up.
    As there are many people on the variable tariff I would think OFTM would lose a lot of customers if they were to put up the monthly membership fee, it might be a case of the fickle variable rate customers would protect the fixed rate customers.
    Energy regulator Ofgem also states that if energy suppliers increase any charges set out in a customer's contract, the customer has the right to end that contract, and if OFTM were difficult about this they would get a pasting on here.
    They were £128 cheaper than the next best for my usage so even if they put up the charge by £10 a month it would still be worthwhile for me.
    Originally posted by andyca
    I know what your saying and this is exactly the calculation I am doing but with me the difference is not so wide, for instance I can currently get the GNE MSM 18mths exclusive deal which at my traditional usage per year would cost about £466 (after cashback) v £435 with OFTM but then with GNE both kwh & standing charge is fixed and the exit fee is £25 v £50 whereas if I strayed into the next band with OFTM then the differential drops to just £7 with no certainity the membership fee won't rise further. Regarding the contract question the raise of membership is in the contract under clause 3.7 and as it is a deemed contract then by signing up you agree to that so I don't think OFGEM could find against OFTM if they increased the fee under that but agree they would get a pasting on the reviews!
    • andyca
    • By andyca 24th Jan 18, 4:08 PM
    • 128 Posts
    • 37 Thanks
    andyca
    Regarding the contract question the raise of membership is in the contract under clause 3.7 and as it is a deemed contract then by signing up you agree to that so I don't think OFGEM could find against OFTM if they increased the fee under that but agree they would get a pasting on the reviews!
    Originally posted by Benboo
    I see the bit you are talking about... the other thing is it's a 1 year fix and they have to give you 30 days notice. Thanks to Ofgem they have to allow you to leave 49 days before the end of the contract penalty free too!
    Even if they notified you about a price rise the day you switched you would only be on it for just over 9 months before you could leave.
    Finally I still don't think clause 3.7 gets around the Ofgem ruling about non defined price rises negating the exit fee.
    I'd go for the tariff that's £31 cheaper and doesn't involve complicated cashback.
    I don't work for OFTM I promise
    • Benboo
    • By Benboo 24th Jan 18, 4:12 PM
    • 5 Posts
    • 7 Thanks
    Benboo
    That is not what their terms state:

    Also to put this fully into context
    Originally posted by footyguy
    Yes I saw all that and all I can say is OFTM confirmed they are not bound to maintain membership fees if a national trigger such as inflation meant it was unavoidable, so then it all comes down to whether that would fall under 14.3 or not as inflation is outside of OFTMs control? The impression I was given was in such a case yes you would be given 30 days notice and you can leave if you did not agree but the exit fee would still apply. Maybe an extreme situation and possibly a risk worth taking if the savings are that good but personally I don't like uncertainity such as this when the saving is not that great.
    • andyca
    • By andyca 24th Jan 18, 4:25 PM
    • 128 Posts
    • 37 Thanks
    andyca
    Yes I saw all that and all I can say is OFTM confirmed they are not bound to maintain membership fees if a national trigger such as inflation meant it was unavoidable, so then it all comes down to whether that would fall under 14.3 or not as inflation is outside of OFTMs control? The impression I was given was in such a case yes you would be given 30 days notice and you can leave if you did not agree but the exit fee would still apply. Maybe an extreme situation and possibly a risk worth taking if the savings are that good but personally I don't like uncertainity such as this when the saving is not that great.
    Originally posted by Benboo
    With those prices you’re a low user… so paying £6.99, it’s £31 cheaper than the next competitor, and you’d be paying that for 10 months maximum… so give or take £3 per month different.
    (100/6.99)*3 = 43
    Inflation would have to be 43% to justify a £3 monthly increase in the membership fee.
    • Benboo
    • By Benboo 24th Jan 18, 4:48 PM
    • 5 Posts
    • 7 Thanks
    Benboo
    I see the bit you are talking about... the other thing is it's a 1 year fix and they have to give you 30 days notice. Thanks to Ofgem they have to allow you to leave 49 days before the end of the contract penalty free too!
    Even if they notified you about a price rise the day you switched you would only be on it for just over 9 months before you could leave.
    Finally I still don't think clause 3.7 gets around the Ofgem ruling about non defined price rises negating the exit fee.
    I'd go for the tariff that's £31 cheaper and doesn't involve complicated cashback.
    I don't work for OFTM I promise
    Originally posted by andyca
    No its an 18mth fix so I would be locked in for about 16mths. I think 3.7 is clear enough to safeguard OFTM against any come back on increasing the fee due to increased usage and you having to pay the exit fee if you don't like it because usage is totally down to your control, where it gets tricky is when would you have to pay the exit fee if they increased it for something outside their control like inflation. I think they should just look at their T&Cs and clear up this as a grey area and then everyone would be happy.
    • Benboo
    • By Benboo 24th Jan 18, 5:00 PM
    • 5 Posts
    • 7 Thanks
    Benboo
    With those prices you’re a low user… so paying £6.99, it’s £31 cheaper than the next competitor, and you’d be paying that for 10 months maximum… so give or take £3 per month different.
    (100/6.99)*3 = 43
    Inflation would have to be 43% to justify a £3 monthly increase in the membership fee.
    Originally posted by andyca
    No I'm over 2400kw pa so I'm in the medium user band and I would be paying it for 16 mths max as it's a 18mth fix. I don't see anything in OFTMs T&Cs which specifies what constraints they have on when or when not they can raise their membership fees but agree any increases will hurt them getting new customers, all depends on what pressures they are facing as a business and if they can afford to absorb them instead of passing them on.
    • si.bham.76
    • By si.bham.76 24th Jan 18, 5:11 PM
    • 16 Posts
    • 5 Thanks
    si.bham.76
    Nothing in my Equifax or Experian credit file, not even a soft search.
    Although I'm only 2 weeks in to a 3 week switch.
    As OFTM take payment for the month in advance I'm wondering if they will bother, as you should never be in debit.
    I have notifications set on my credit files so if this changes I'll post back.
    Originally posted by andyca

    Thanks Andy, I'm working on a bit of debt problem that I have (getting ontop of things now) and am trying to reduce costs wherever I can, I found a good deal with first utility, applied and by the next morning had the email to say i was rejected at credit check stage. I will wait a week then try and switch to OutFox as they seem to be the cheapest option for me now.
    • LunarJewels
    • By LunarJewels 25th Jan 18, 12:22 AM
    • 9 Posts
    • 0 Thanks
    LunarJewels
    Cheapest deal I have found for months
    I signed up just before Christmas and switch went live on 29th December. No problems with the switch process atall.

    First dd payment came out of my account on the date expected and the amount they quoted. I have been on the look out for months for a suitably cheaper tariff and am very pleased with my new monthly payment amount.

    The worst I could say is that so far the only communication I have received is a welcome email and another telling me my customer (so can log in my account on their website) but that is it, acknowledgement of meter reads or statements etc.

    I only have electricity supply to my home and over the years have paid ridiculous amounts (for a tiny 2 up 2 down cottage) ranging from £150 monthly to my last supplier £83 monthly. Outfox offered my a fantastic £58 monthly and so far am very pleased!
    Ali
    • Selwynha
    • By Selwynha 30th Jan 18, 9:31 AM
    • 12 Posts
    • 1 Thanks
    Selwynha
    Waiting :(
    Started switch to Outfox from EDF. Outfox 'hub' woeful using both Chrome and Firefox. Can't enter opening readings. Chat window closes after short wait directing you to send email. Sent three emails offering opening readings - still waiting for any replies.
    Maybe best with another supplier.
    • andyca
    • By andyca 30th Jan 18, 10:40 AM
    • 128 Posts
    • 37 Thanks
    andyca
    Started switch to Outfox from EDF. Outfox 'hub' woeful using both Chrome and Firefox. Can't enter opening readings. Chat window closes after short wait directing you to send email. Sent three emails offering opening readings - still waiting for any replies.
    Maybe best with another supplier.
    Originally posted by Selwynha
    If you only just received your mail telling you to set up your login the same thing happened to me, they sent the mail a week before the switch but the hub didn't have anything in it until a few days later. (but it can take a couple of refreshes to get everything to populate properly.)

    It's now populating on Safari or Firefox with:
    • Your Balance
    • Your Energy Usage
    • Your Meter readings
    • Your Statements
    • Your Details

    And it looks like I can enter my readings, but I'm still a few days from switching so I'm waiting for the day before or for them to send a reminder mail.
    • boliston
    • By boliston 30th Jan 18, 7:51 PM
    • 2,642 Posts
    • 2,185 Thanks
    boliston
    not had any browser related problems with the hero hub (i use chrome) - the only issues so far have been initial lack of place to enter my opening gas read (fixed after i emailed "kapow") and my dd payment not initially showing up (fixed again but took a few days)

    i guess the true "acid test" will be how they handle and bill my first monthly meter reads (due in about a week)
    • DiscountofMonteCristo
    • By DiscountofMonteCristo 31st Jan 18, 12:33 AM
    • 32 Posts
    • 6 Thanks
    DiscountofMonteCristo
    I'm already switching from Outfox to Solarplicity as they had a lower rate in the recent Big Switch campaign.
    • boliston
    • By boliston 31st Jan 18, 8:11 AM
    • 2,642 Posts
    • 2,185 Thanks
    boliston
    I'm already switching from Outfox to Solarplicity as they had a lower rate in the recent Big Switch campaign.
    Originally posted by DiscountofMonteCristo
    Just done a "quote me" and it's coming back with over 16p per unit instead of just over 10p - they have got to be having a laugh!
    • Hengus
    • By Hengus 31st Jan 18, 9:18 AM
    • 5,907 Posts
    • 3,640 Thanks
    Hengus
    I signed up just before Christmas and switch went live on 29th December. No problems with the switch process atall.

    First dd payment came out of my account on the date expected and the amount they quoted. I have been on the look out for months for a suitably cheaper tariff and am very pleased with my new monthly payment amount.

    The worst I could say is that so far the only communication I have received is a welcome email and another telling me my customer (so can log in my account on their website) but that is it, acknowledgement of meter reads or statements etc.

    I only have electricity supply to my home and over the years have paid ridiculous amounts (for a tiny 2 up 2 down cottage) ranging from £150 monthly to my last supplier £83 monthly. Outfox offered my a fantastic £58 monthly and so far am very pleased!
    Originally posted by LunarJewels
    Yes - changes in the monthly DD payment can be both annoying and un-necessary. However, I would hate people to conclude that just because Supplier A charges £40 a month and Supplier B charges £60 per month that Supplier A must be cheaper. It is possible with Supplier A that when you switch you could end up with a large bill; conversely, leaving Supplier B could result in the return of a credit balance.

    It is important that when people switch that they do so on the basis of a Total Annual Cost worked out with a projected annual consumption in Kwhs, and not make a decision based solely on the monthly payment.
    • andyca
    • By andyca 1st Feb 18, 11:46 AM
    • 128 Posts
    • 37 Thanks
    andyca
    I just attempted to enter my opening readings in the "Hero Hub". When hitting submit the electric reading remained, but the gas reading disappeared and there was no indication that it was submitted successfully. I set up a chat session and they confirmed it was not successful and always fails for the first reading, but it should work once everything has switched over.
    They took the readings on the chat session, took about 10 minutes rather than the 1 minute it should have done but not a major issue.
    Just a warning that you may need to chat/email/call in your first reading.
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