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  • FIRST POST
    • wavelets
    • By wavelets 4th Feb 19, 4:29 PM
    • 1,161Posts
    • 523Thanks
    wavelets
    Symbio Energy feedback
    • #1
    • 4th Feb 19, 4:29 PM
    Symbio Energy feedback 4th Feb 19 at 4:29 PM
    Anyone have any feedback on Symbio Energy?

    They seem to be a new supplier; electric only at this time.
    I think they launched 01-Dec-2018.

    They are suddenly appearing on a comparison site with quite a competitive price, at least for the Eastern region. (I've not checked other supply regions yet)

    Here is their website

    https://symbioenergy.co.uk/

    Oddly, there is no way to get a quote or switch via their website ; it says you have to call or email them (see their FAQ page, found under Support)

    They are currently 100% owned by Dispensary Holdings Limited
    Last edited by wavelets; 04-02-2019 at 7:00 PM.
Page 21
    • Andrew1974
    • By Andrew1974 12th Sep 19, 8:49 PM
    • 58 Posts
    • 46 Thanks
    Andrew1974
    What? Symbio are good but meter readings disappear and another one is starting a spreadsheet.

    But symbio are good. Omg, have a word.
    • tk47
    • By tk47 12th Sep 19, 11:58 PM
    • 69 Posts
    • 39 Thanks
    tk47
    What? Symbio are good but meter readings disappear and another one is starting a spreadsheet.

    But symbio are good. Omg, have a word.
    Originally posted by Andrew1974
    Have a word with yourself, mate!

    If you read my earlier post you will see rather than the meter readings disappearing, they have actually appeared on my statements.
    (griffb previously gave a possible explanation as to why they were missing, and empirical evidence since suggest that may be a correct explanation)

    What is wrong with me wishing to have my own spreadsheet to verify the statements of the supplier? It's entirely my decision, and as I said, I feel it is worth a little effort for the savings I'm enjoying
    • Tafrock
    • By Tafrock 13th Sep 19, 12:07 AM
    • 449 Posts
    • 120 Thanks
    Tafrock
    If you have a android phone there's a nice little app called usage calculator available.

    A digital version of a spreadsheet. I use this to keep track of my usage

    I too am very happy with symbio nowadays. A flaky start but they have and continue to improve.
    • tomthered
    • By tomthered 13th Sep 19, 3:53 PM
    • 245 Posts
    • 62 Thanks
    tomthered
    Am thinking of going with these as I am an Eversmart customer. From reading the comments if you keep an eye on usage they are worthwhile to go with?
    • MABLE
    • By MABLE 14th Sep 19, 9:44 AM
    • 3,905 Posts
    • 2,056 Thanks
    MABLE
    Regarding meter reads online I notice the online account has not been updated with the latest read. However the latest read is shown on the actual bill received in the week. Assume teething issues.
    • rags58
    • By rags58 14th Sep 19, 5:29 PM
    • 13 Posts
    • 1 Thanks
    rags58
    My experience with Symbio
    Transferred to Symbio on the 18/7/19 from Octopus energy. Received my first bill on the same day and noticed I was being overcharged by Symbio as they had not used the final closing reading from Octopus. I assumed it was a temporary error and they would amend the mistake by the next bill, but they did not. I wrote to them on the 10/8/19 and again a fortnight later enclosing my final bill with octopus and my 1st bill with them but received no acknowledgement. I phoned them on 6/9/19 and after 40+ minutes on the phone they agreed I had been overcharged and they would credit my bank account the following week. Yesterday (13/9/19) I spoke to them again and was told the "credit" had been delayed and would not take place until the start of the following week.
    My conclusion
    Symbio energy promised a smooth and easy transfer...It wasn't ! They promised to deal with complaints efficiently and timeously....They haven't!
    They have never responded to any of my emails and I now feel they are fobbing me off with excuses about being reimbursed in the hope I will give up. Their prices may be competitive:

    Supplier Symbio Energy Limited
    Tariff name Symbio Monthly DD Fixed July 2019 v2*
    Tariff type Fixed**
    Payment method
    Direct Debit
    ***
    Standard unit rate 12.900 p per kWh
    Standing charge 9.000 p per day
    Tariff ends on 31 July 2019
    Price guaranteed until 31 July 2020
    Exit fees(if you change supplier before the end date) 0.00
    But if you feel that the company is being disingenuous with you then it might be best to look elsewhere.
    • Simplycito
    • By Simplycito 14th Sep 19, 10:26 PM
    • 22 Posts
    • 16 Thanks
    Simplycito
    My experience with Symbio
    Transferred to Symbio on the 18/7/19 from Octopus energy. Received my first bill on the same day and noticed I was being overcharged by Symbio as they had not used the final closing reading from Octopus. I assumed it was a temporary error and they would amend the mistake by the next bill, but they did not. I wrote to them on the 10/8/19 and again a fortnight later enclosing my final bill with octopus and my 1st bill with them but received no acknowledgement. I phoned them on 6/9/19 and after 40+ minutes on the phone they agreed I had been overcharged and they would credit my bank account the following week. Yesterday (13/9/19) I spoke to them again and was told the "credit" had been delayed and would not take place until the start of the following week.
    My conclusion
    Symbio energy promised a smooth and easy transfer...It wasn't ! They promised to deal with complaints efficiently and timeously....They haven't!
    They have never responded to any of my emails and I now feel they are fobbing me off with excuses about being reimbursed in the hope I will give up. Their prices may be competitive:

    Supplier Symbio Energy Limited
    Tariff name Symbio Monthly DD Fixed July 2019 v2*
    Tariff type Fixed**
    Payment method
    Direct Debit
    ***
    Standard unit rate 12.900 p per kWh
    Standing charge 9.000 p per day
    Tariff ends on 31 July 2019
    Price guaranteed until 31 July 2020
    Exit fees(if you change supplier before the end date) 0.00
    But if you feel that the company is being disingenuous with you then it might be best to look elsewhere.
    Originally posted by rags58
    When you switch energy supplier, you are expected to provide the opening meter reading to the new supplier.

    The new supplier then passes that meter reading to the independent meter validation company who validates it (or revises it) and informs both the new and old supplier.
    • rags58
    • By rags58 15th Sep 19, 12:14 PM
    • 13 Posts
    • 1 Thanks
    rags58
    I should have clarified....."I did" Sent meter reading to Symbio on 17th

    "Thank you very much for submitting your meter readings.
    We have sent your meter reads to our regulator as part of the meter audit and validation. Once processed, the meter reads will appear on your next bill. In some cases, if the meter read is received less than 7 days before the monthly estimated bill is generated, the meter read may not be taken into account. However, the accurate read will reflect on your next bill thereafter....... "

    Symbio then used an arbitrary reading on the 13/7/19 as the start date for charging me, but gave the commencement date as taking over my supply as the 18/7/19. (Their 1st bill clearly states the contradictory dates) Octopus energy also billed me for the period 13/7-17/7/19 as I was still their customer. Effectively meant I was being charged by both Symbio and Octopus energy for the same period.
    As I originally said, I initially assumed it was a miscommunication between the suppliers and would be rectified within a week or two. I waited until August 10th before I wrote to Symbio about the overlap charge as it still had not been rectified.
    • nic_c
    • By nic_c 15th Sep 19, 6:34 PM
    • 2,161 Posts
    • 1,131 Thanks
    nic_c
    I should have clarified....."I did" Sent meter reading to Symbio on 17th

    "Thank you very much for submitting your meter readings.
    We have sent your meter reads to our regulator as part of the meter audit and validation. Once processed, the meter reads will appear on your next bill. In some cases, if the meter read is received less than 7 days before the monthly estimated bill is generated, the meter read may not be taken into account. However, the accurate read will reflect on your next bill thereafter....... "

    Symbio then used an arbitrary reading on the 13/7/19 as the start date for charging me, but gave the commencement date as taking over my supply as the 18/7/19. (Their 1st bill clearly states the contradictory dates) Octopus energy also billed me for the period 13/7-17/7/19 as I was still their customer. Effectively meant I was being charged by both Symbio and Octopus energy for the same period.
    As I originally said, I initially assumed it was a miscommunication between the suppliers and would be rectified within a week or two. I waited until August 10th before I wrote to Symbio about the overlap charge as it still had not been rectified.
    Originally posted by rags58
    Symbio charge in advance so you could pay for both initially but not for the same use.

    Two things have the meter readings been the same for the end/start. Have you checked how much standing charge you have been charged. It's these that matter rather than dates, you may have been billed from 13th but need to check if standing charge accounts to only days from 18th. If the readings are the same by each company then that's not an issue. Bear in mind the reading they us may differ to what you give as they are checked in the validating, this does not matter so long as both providers use the same one.
    • rags58
    • By rags58 15th Sep 19, 9:13 PM
    • 13 Posts
    • 1 Thanks
    rags58
    This is a partial copy of my letter to Symbio with the disputed overlapping dates.......
    ........."I have just received my final bill with Octopus energy from the 13/7/19 -17/7/19 (see attachment below) They state closing final meter reading is 7579 According to your first bill issued on the 18/7/19 you have an opening meter reading of 7446 (see attachment below).
    This means I will have been charged for units 7446 to 7579 by both Octopus energy and by Symbio. Can you please amend your opening meter read so that it reflects the correct final reading given by Octopus energy..............."
    I thought it was a relatively simple error to rectify, I did spend more than 40 minutes on the phone trying to explain the error. They initially suggested I hadn't been charged twice for the overlapping units, until I pointed out on their bill that I had. They also suggested this overlap was permitted and was "normal practise " It was only after my perseverance they conceded an error had been made and said I would be refunded.
    Hopefully it will be resolved this week. I just wanted to give my experience dealing with Symbio and how effective their customer services are.
    • Tafrock
    • By Tafrock 15th Sep 19, 9:26 PM
    • 449 Posts
    • 120 Thanks
    Tafrock
    I had a similar problem. I simply gave symbio the reading that powershop used to close my account with and they rectified it immediately. This was way back in April. I've had no such problems since that initial bill and the double billing of units which was sorted swiftly and to my satisfaction
    • gt94sss2
    • By gt94sss2 15th Sep 19, 9:42 PM
    • 4,304 Posts
    • 2,035 Thanks
    gt94sss2
    I thought it was a relatively simple error to rectify
    Originally posted by rags58
    What was the opening reading you provided Symbio?

    Regardless, it could easily be Octopus's error if they issued their final bill before waiting for a final 'industry agreed' reading

    Losing firms frequently have to reissue final bills if they issue them too quickly.
    Last edited by gt94sss2; 15-09-2019 at 9:45 PM.
    • rags58
    • By rags58 15th Sep 19, 10:09 PM
    • 13 Posts
    • 1 Thanks
    rags58
    Thanks to everyone for advice/info.
    When something does go wrong, all you want is to have it resolved. It does affect how you view a company. I'm still hopeful it will be resolved this week and my account will then run smoothly for the rest of the term.
    I think the unit rates and standing charge are very competitive and I have no issue with their advance billing. Main thing that lets them down is failing to respond to customers queries effectively.
    • nic_c
    • By nic_c 15th Sep 19, 10:16 PM
    • 2,161 Posts
    • 1,131 Thanks
    nic_c
    What was the opening reading you provided Symbio?

    Regardless, it could easily be Octopus's error if they issued their final bill before waiting for a final 'industry agreed' reading

    Losing firms frequently have to reissue final bills if they issue them too quickly.
    Originally posted by gt94sss2
    This is quite correct and the OP may also want to contact Octopus to check. If Octopus come back saying they used the industry verified reading then its with Symbio, but if they based it on the initial reading and Symbio have based it on the reading that came back from verification then its Octopus.
    • rags58
    • By rags58 15th Sep 19, 10:25 PM
    • 13 Posts
    • 1 Thanks
    rags58
    What was the opening reading you provided Symbio?

    Regardless, it could easily be Octopus's error if they issued their final bill before waiting for a final 'industry agreed' reading

    Losing firms frequently have to reissue final bills if they issue them too quickly.
    Originally posted by gt94sss2
    Symbio stated they would take over my supply on the 18/7/19
    Octopus billed me up to the 17/7/19 and sent their final bill about 7-10 days later
    Symbio sent 1st bill on the 18/7/19 (the date of the agreed transfer) but charged me as their customer from the 13/7/19.
    I have no idea why Symbio picked the 13th, but based on the information I have, the error lies with Symbio not Octopus as Symbio changed the agreed date.
    • gt94sss2
    • By gt94sss2 15th Sep 19, 11:07 PM
    • 4,304 Posts
    • 2,035 Thanks
    gt94sss2
    If you ignore the date issue for a moment, what opening meter reading did you give Symbio and on what date?
    • rags58
    • By rags58 15th Sep 19, 11:41 PM
    • 13 Posts
    • 1 Thanks
    rags58
    If you ignore the date issue for a moment, what opening meter reading did you give Symbio and on what date?
    Originally posted by gt94sss2
    I have checked my emails and the meter reading I gave on the 17th was not recorded on the e-mail. All I have is Symbio acknowledging my opening meter reading and stating it would be processed and validated. If I was to hazard a guess or make an assumption I would say the figure I gave Symbio was the same figure Octopus used as my final reading.
    I know roughly how many units I use in a day and Octopus issued a bill to the 30/6/19 based on a reading I gave at the end of June.
    A simple calculation for 1st-17th July takes me almost to the same figure Octopus have, so its a fair assumption that's the figure I gave to Symbio.
    • MABLE
    • By MABLE 17th Sep 19, 8:27 AM
    • 3,905 Posts
    • 2,056 Thanks
    MABLE
    Checked this am and if by magic the historical reads have now appeared online.
    • Talldave
    • By Talldave 17th Sep 19, 9:53 AM
    • 500 Posts
    • 294 Thanks
    Talldave
    I have checked my emails and the meter reading I gave on the 17th was not recorded on the e-mail. All I have is Symbio acknowledging my opening meter reading and stating it would be processed and validated. If I was to hazard a guess or make an assumption I would say the figure I gave Symbio was the same figure Octopus used as my final reading.
    I know roughly how many units I use in a day and Octopus issued a bill to the 30/6/19 based on a reading I gave at the end of June.
    A simple calculation for 1st-17th July takes me almost to the same figure Octopus have, so its a fair assumption that's the figure I gave to Symbio.
    Originally posted by rags58
    You seem very upset about something you're not totally certain about? Either you have a record of readings submitted or you don't. If you don't then you don't have a case. Always photograph meter readings - most phones incorporate the date and time in the photo's filename as well as in embedded metadata- it's good evidence to help resolve any arguments.
    • horatiog
    • By horatiog 17th Sep 19, 10:08 AM
    • 3 Posts
    • 0 Thanks
    horatiog
    Symbio Experience
    Well - I've transferred over to Symbio on an E10 meter and there wasn't even a suggestion I would have to swap to a Smart Meter.

    The transfer was not the smoothest. The first attempt got rejected at the last moment (as they say they had not received my DD mandate details - which I proved that they had) and I was bounced back to the original supplier and had to go through the process again. Plus Symbio then fluffed up my transfer readings. But got all that sorted out with a 10 credit from Symbio for the hassle and now (touch wood) it seems to be proceeding well.

    HOWEVER - the Smart Energy Club alert function is now useless to me as the SYmbio tariffs are not available in the selection, so I cannot set up my account to the tariff I am currently on. Have grumbled about this before but nobody has added them - Grrr!
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