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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 havenít 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 10
    • lookahead
    • By lookahead 13th Sep 18, 8:07 AM
    • 2 Posts
    • 0 Thanks
    lookahead
    Awful service. Usual wait when telephoning in over the last three months 20-25 minutes. Sent an email to tell me I'd switched back in July, then I discovered they hadn't! They never contacted me, I had to contact them. They admitted they'd lost 100 applications and instead of prioritising them, they put them to one side until they were less busy! Eventually discovered switch had taken place when old supplier sent me a final bill. Then found that Solarplicity had made up a final gas reading since nothing is connected to my gas at present they were incredibly stupid to do that. I then had to sort out that. They never responded to customer issues logged using their own website - I can only get through if I ring. I have no confidence they will offer any goodwill gesture or compensation for all the time I've wasted on pushing this switch through.
    • wavelets
    • By wavelets 13th Sep 18, 8:16 AM
    • 553 Posts
    • 240 Thanks
    wavelets
    ^^^^^
    https://forums.moneysavingexpert.com/showthread.php?t=5382226&page=14#279
    • Inigo Montoya
    • By Inigo Montoya 15th Sep 18, 11:58 AM
    • 771 Posts
    • 678 Thanks
    Inigo Montoya
    for anybody trying to phone solarplicity who always have ridiculous wait times then there is an app you can use to help a bit

    its called WeQ4U

    The way it works is you call the phone number via the app - as soon as you get put in the queue you can then dial 9* & the call disconnects BUT the app still waits in the queue for you

    As soon as the agent answers, say an hour later - yes really that long when it comes to solarplicity, the app alerts you and reconnects the agent to your phone

    This has two main advantages :

    1) you dont have to pay phone charges for waiting in the queue or use up your inclusive minutes

    2) you dont have to listen to elevator music on your phone for an hour which also limits what else you can be doing for that hour you are waiting - with the app you just have to have the phone nearby so you can hear the app alert
    • PeteHerts
    • By PeteHerts 24th Sep 18, 2:59 PM
    • 928 Posts
    • 428 Thanks
    PeteHerts
    Good Stuff

    Simple and easy switch and then the swap from a normal electric meter to a smart one went with no problems.

    Bad Stuff

    First attempt to replace the gas meter for a smart one didn't happen because the engineer didn't turn up. The appointment was for between 1-6 and when I rang at 5 to see if the engineer was coming I was told they had til 6 to get here. When I rang to find out why they missed the appointment I was told that they wasn't sure but would let me know what went wrong but they never did.

    Second attempt again was between 1-6 and again I rang them at 5 only to be told the appointment was booked but no engineer has been allocated so they wouldn't be coming. Again I asked to be contacted with an explanation and again I heard nothing.

    Third attempt and again it was between 1-6 and again they missed the appointment.

    At the moment I have 2 ongoing complaints regarding failed visits, lack of communication, 2 good will gesture payments for failed visits (doesn't include the last failed visit) that they've failed to credit my account with even though the claims were put in over a month ago, no response to emails even if they are marked as urgent and to get in touch with me ASAP and finally ringing them at 5.10 only to hear an automated message to say the lines were closed and they the close at 5.30! Even their website says they close at 5.30 and when I rang them next day the excuse was their phone lines cut off if they have calls that will be queuing after 5.30 but surely they should be staffed adequately to keep their lines open til 5.30!

    The customer services is now based in South Africa so last week I asked to for the number to speak to the Data Management team in the UK to find out what was happening with my good will claims, as they hadn't responded to emails from myself and customer services agents, and first off all I was given a number that used to be theirs but is now dead so I rang back and asked to speak to a manager for the correct number to speak to the switchboard in the UK and this time the number rang for a minute and then went to voicemail. I rang CS's again and they didn't believe me til they tried both numbers and got the same results I did. It would seem the only way they can communicate with Head Office in the UK is via email so god help them if their lines go down in South Africa and they have to rely on sending an email to Head Office and anyone actually reading it!

    I'm now waiting for a call from the Data Management team after a manager at CS's emailed them to contact me urgently. The manager said they should ring me immediately but the was some 3 hours ago!



    They may be the cheapest on the market but you really get what you pay for with Solarplicity!

    TBC
    Always looking for a bargain and to help
    • brads39
    • By brads39 25th Sep 18, 2:01 PM
    • 13 Posts
    • 9 Thanks
    brads39
    Thanks, TSB are refunding last direct debit from Feb. I am still about seven quid out of pocket but i will live with that.
    Originally posted by brads39
    Just called TSB to find out why I hadnít had my DD refunded yet. They said it didnít qualify under the DD guarantee scheme but they couldní t tell me why. I had to start a complaint and they were also unable to say why it didnít qualify. It has now been escalated to a higher complaints department which could take 8 weeks to investigate.
    I have hea d nothing from Solarplicity about the refund they were processing two months ago.
    • Purplebeard
    • By Purplebeard 26th Sep 18, 9:55 PM
    • 1 Posts
    • 0 Thanks
    Purplebeard
    Huge hike in Solarplicity tariff
    I've been with Solarplicity since September 2017 and have been quite happy with them.....until today.
    I am a low user of energy, gas 5020kwh, electricity 1650kwh per year which costs £412 per year and Solarplicity were the cheapest supplier I could find. The switch went smoothly and as I've said I was perfectly happy with them.
    I received an email from them today informing me that my tariff, Fair Market Price Variable is being discontinued from 26th October and their next best tariff (Smart Fixed September 2018) will cost me £151.89 MORE per year.
    Now I appreciate energy is getting more expensive but a hike of £151.89 per year for a low user is ridiculous.
    I have since been back on the Cheap energy Club and changed to Out Fox The Market which is costing £456 per year or £44 more than my current Solarplicity tariff.
    • tonyf33
    • By tonyf33 26th Sep 18, 11:17 PM
    • 23 Posts
    • 13 Thanks
    tonyf33
    Have been trying to get my credit since 4 months back. LED lights, lol, total joke.
    Have now cancelled my DD and given the massive price hike I'll be leaving them asap.
    I've told them I'm taking them to county court for the rest of my money which will even if leaving on 25th October still be in the region of £75+.
    I'm not far away from the head office so tempted to go round and demand a payment there and then!
    Have they been cheap, yes, would I rather spend more for a company that has better CS and honours what they offer, absolutely. Luckily the new company I'll be switching to are only £40 a year more so not a total shocker given the recent price rises!
    • derrick
    • By derrick 27th Sep 18, 9:21 AM
    • 7,122 Posts
    • 2,329 Thanks
    derrick
    I've been with Solarplicity since September 2017 and have been quite happy with them.....until today.
    I am a low user of energy, gas 5020kwh, electricity 1650kwh per year which costs £412 per year and Solarplicity were the cheapest supplier I could find. The switch went smoothly and as I've said I was perfectly happy with them.
    I received an email from them today informing me that my tariff, Fair Market Price Variable is being discontinued from 26th October and their next best tariff (Smart Fixed September 2018) will cost me £151.89 MORE per year.
    Now I appreciate energy is getting more expensive but a hike of £151.89 per year for a low user is ridiculous.
    I have since been back on the Cheap energy Club and changed to Out Fox The Market which is costing £456 per year or £44 more than my current Solarplicity tariff.
    Originally posted by Purplebeard

    That is a variable tariff, so could rocket as Solarplicity.




    .
    Don`t steal - the Government doesn`t like the competition


    • norricorp
    • By norricorp 27th Sep 18, 9:55 AM
    • 15 Posts
    • 5 Thanks
    norricorp
    It took Solarplicity several months (literally) to move my electricity over. Gas took just a few weeks. But it does mean that I have not had an electricity bill in 2018. Hopefully I will find out tomorrow as my fist bill is due to be available then.
    And yesterday I receive an email saying that that for electricity standing charge has gone from 0p/day to 12p/day and actual electricity from 12p to 17p per unit.
    And there is uproar when the big 6 increase their bills by 5%. Obviously no one is looking at the smaller players.
    I do realise they probably underpriced their initial offer to get to the top of the comparison sites but that is one large increase. For me it means a doubling of my bill.
    Back to the comparison sites. I know MSE complain about the energy companies ut perhaps it is time to focus on the challanger companies too.
    • fabsaver
    • By fabsaver 27th Sep 18, 11:48 AM
    • 911 Posts
    • 2,226 Thanks
    fabsaver
    What emails?

    I am on the Fair Market Price Variable tariff and have not received any email notifying of any upcoming price changes. Are they being selective about which customers are affected?
    • derrick
    • By derrick 27th Sep 18, 1:08 PM
    • 7,122 Posts
    • 2,329 Thanks
    derrick
    What emails?

    I am on the Fair Market Price Variable tariff and have not received any email notifying of any upcoming price changes. Are they being selective about which customers are affected?
    Originally posted by fabsaver

    I got same email.

    .
    Don`t steal - the Government doesn`t like the competition


    • wavelets
    • By wavelets 27th Sep 18, 9:00 PM
    • 553 Posts
    • 240 Thanks
    wavelets
    Have been trying to get my credit since 4 months back. LED lights, lol, total joke.
    Have now cancelled my DD and given the massive price hike I'll be leaving them asap.
    I've told them I'm taking them to county court for the rest of my money which will even if leaving on 25th October still be in the region of £75+.
    I'm not far away from the head office so tempted to go round and demand a payment there and then!
    Have they been cheap, yes, would I rather spend more for a company that has better CS and honours what they offer, absolutely. Luckily the new company I'll be switching to are only £40 a year more so not a total shocker given the recent price rises!
    Originally posted by tonyf33
    https://forums.moneysavingexpert.com/showpost.php?p=74780609&postcount=279
    • ricky_v
    • By ricky_v 27th Sep 18, 10:08 PM
    • 311 Posts
    • 177 Thanks
    ricky_v
    What emails?

    I am on the Fair Market Price Variable tariff and have not received any email notifying of any upcoming price changes. Are they being selective about which customers are affected?

    Mine fell into the junk box.


    Very few suppliers offering zero standing charges. My use is 5000kwh gas, 1300kwh elec normally and the property will be unoccupied for 3 months early next year so certainly want zero standing charges.


    Thought about Outfox the Market during the winter then Ebico's zero standing charge tariff for unoccupied period and summer but for the sake of a few quid (cold/mild winter might swing it), having to switch twice and Ebico is fixed for a year with no exit fees I might take a 5.19p/kwh gas & 18.966p/kwh elec hit with no standing charges.
    • fabsaver
    • By fabsaver 28th Sep 18, 12:08 PM
    • 911 Posts
    • 2,226 Thanks
    fabsaver
    Mine fell into the junk box.

    Originally posted by ricky_v
    I've checked my spam folder and the email isn't there either. I guess communication isn't their strong point (along with customer service).

    I don't see how they can charge the higher prices when I haven't received any notification about any changes. I've searched and I can't find anything on their website about any price changes. If it wasn't for this forum I would be completely unaware. I wonder how many other customers are in the same position.
    • fabsaver
    • By fabsaver 28th Sep 18, 1:25 PM
    • 911 Posts
    • 2,226 Thanks
    fabsaver
    Shortly after I posted above my email finally arrived. It seems that they are notifying customers in stages, as my email states an effective start date of 29th October (as opposed to 26th October mentioned in an earlier post).

    At least I can now make an informed decision about switching.
    • hahnchen
    • By hahnchen 28th Sep 18, 2:42 PM
    • 3 Posts
    • 2 Thanks
    hahnchen
    I received a Solarplicity email today. They are discontinuing my current tariff, 15.57885p/kWh, with no standing charge. They still have a zero standing charge option, but that's 23.31p/kWh.


    I'm probably going to switch back to Ebico Zero.
    • Tranboy
    • By Tranboy 28th Sep 18, 2:48 PM
    • 2 Posts
    • 0 Thanks
    Tranboy
    Had my email 26th September stating change of tariff on the 26th October, went to previous supplier Ebico the same day and also signed up for 1 year fix as previous poster has. I used to pay with debit card through website and it showed up on my bill as LOCO2 , much better than the rob you quick pay you back slowly if at all direct debits, looking on the companies house website as others have previously it is confusing as to who we are dealing with. Time will tell if my switch will be easy but having looked on the Trustpilot website, obvious fake 5star reviews aside, I hope it will all be over by Christmas and they don't hold everything up, I had signed up for the free LED bulbs but they having not appeared after 3months I formally cancelled my order, I wonder if they will try to charge me the £30 fee for them for leaving within the year,let's wait and see........
    Last edited by Tranboy; 28-09-2018 at 2:50 PM. Reason: More thoughts
    • Tranboy
    • By Tranboy 28th Sep 18, 2:54 PM
    • 2 Posts
    • 0 Thanks
    Tranboy
    Although the Outfox the market provider doesn't have a standing charge per se they do have a " membership fee" or some such thing starting at £6.99 a month, it is more for higher users.
    • LeeUK
    • By LeeUK 28th Sep 18, 3:10 PM
    • 6,093 Posts
    • 2,768 Thanks
    LeeUK
    Just had my final bill (which I still hadn't paid) in the post today. They seem to be getting desperate.
    • Stuart_W
    • By Stuart_W 29th Sep 18, 7:01 AM
    • 1,407 Posts
    • 680 Thanks
    Stuart_W
    I am also on Solarplicity on the soon to be axed fair market value plan.

    I received LED bulbs back in February, but from what I remember they reserved the right to charge full price for them if I leave within a year. Will have to hunt out t&c's.

    That's some price increase.
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