Pure Planet reviews: add your feedback

Boochiwawa wrote: »

Hi Pure Planet

Is it possible to sign up in joint names so that either myself or my wife can access the account and deal with payments/problems etc?

Thanks
BW

Hi Boochiwawa
Sorry, you can't add someone else to the account at the moment. We're working on that :think:

Marc @Pure Planet

Emsden1 wrote: »

I've had huge problems with this app based utility provider. The App either doesn't load, freezes, or continually whirrs with the message that it's taking longer than usual - er - 30 plus minutes? I didn't discover this issue until I tried to upload my meter readings, which by misfortune is after the 14 day switch cancellation deadline. There is no online access to the company, or phone number, only a community help forum. All solutions direct you to the app, which does not work reliably. From other comments on the Pure Planet community help forum it seems I'm not alone. I want to cancel my switch and choose another green provider but apparently you can only do that by going into the app which I can't get in to. I can't even upload my meter readings to get it going and switch again later. It's beyond frustrating.

Hi @Emsden1
Sorry to hear that you have experienced some problems with our app. Although I have also replied to you in the Pure Planet Community I just wanted to respond here too for the benefit of others. We've just updated our app and it includes a fix for some members who weren't able to submit meter readings. The version which sorts this is 7.0.11. Here are the links to the App Store and to Google Play.
If you have already switched to us then to cancel all you have to do is switch to another supplier 10 days after your switch date. We don't charge any exit fees and would love to see you back at Pure Planet again in the future.

Hope that helps, sorry again that you had a frustrating time.
@Marc at Pure Planet

Emsden1 wrote: »

Hi Marc, thanks for your reply, I have finally managed to download the app and upload the meter readings but am finding the app so frustrating to use. I am replying here as I can't seem to reply via the Pure Planet app which sends me round in endless circles - each time I try to reply I have to do a fresh security check which I am required to verify on my mobile, but I can't then view or reply via my pc without doing it all over again. And finding the thread on my mobile is close to impossible (I haven't managed). I'm not as tech savvy as some but am not bad, and Pure Planet needs to be easier. While I am now set up I dread having any problems or questions as I will have to start this rigmarole all over again.

Hi @Emsden1 No worries. And it's great to hear that you got the app downloaded and meter readings sent :j
Your feedback is really useful.
If you have any issues at all you can message the team. All you have to is head to Help in the app and type 'message the team' and they will respond when they can. It’s not a live-chat service but someone will get back to you.
And you can always direct message me too
@Marc at Pure Planet

Update:
Hey @Emsden1
Good news - you can now manage your account via app and web!

If you'd prefer to use web rather than the app, just head to purepla.net and tap the login icon in the top right
You can find more info about this on our Community here

Nat @ Pure Planet

bgschley wrote: »

Hi there,

A quick question - we have smart meters installed. would I still have to provide you with meter readings or are you guys able to get the data from the smart meters?

Cheers

George

Hi George
With the current smart meters the smart functionality is only available with the supplier that installed the meter.
Second generation smart meters (called ‘SMETS2’) are due to be available later this year. These are going to be 'smarter' because they'll work regardless of the supplier who installs them.
We're already working on our national rollout plan for SMETS2 meters, to make sure these are available to all of our members once the meters are ready.
So, for now, you'd have to send us meter readings manually.

Hope that helps!
Cheers
Marc @Pure Planet

Hi @Dunkelmann
Thank you for this feedback. Our app does work on tablet. It's optimised (design-wise) for mobile but we do have many members who choose to use a tablet, and in terms of functionality it's fine.
Features-wise, we're adding more through iteration.
But I take your point of course, and I'll feed this back to the team.
(Side note, I'm personally interested in the Android/Chrome mirroring work that Google is working on. Where Android apps can effectively be run on desktop - though I do appreciate that this isn't quite the same thing).

Thanks
Marc @Pure Planet

Update:
Hey @Dunkelmann

Good news! You can now switch to Pure Planet and manage your account via web as well as the app at purepla.net
All you need to do is complete the switch via MSE, we'll send an email verification link, and then start your switch.

There's more info about this update on our Community here

Nat @ Pure Planet