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  • FIRST POST
    • MSE Fraser
    • By MSE Fraser 26th Nov 15, 10:31 AM
    • 30Posts
    • 4Thanks
    MSE Fraser
    Avro Energy reviews: Give your feedback
    • #1
    • 26th Nov 15, 10:31 AM
    Avro Energy reviews: Give your feedback 26th Nov 15 at 10:31 AM
    This is a feedback thread on energy supplier

    Avro Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you 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; 07-09-2017 at 4:18 PM.
Page 19
    • Consumerist
    • By Consumerist 31st Aug 18, 11:42 AM
    • 4,957 Posts
    • 2,466 Thanks
    Consumerist
    Perhaps you'll let us know how the switch goes for you.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • DennisTenus
    • By DennisTenus 31st Aug 18, 12:03 PM
    • 310 Posts
    • 39 Thanks
    DennisTenus
    I signed up to MSE’s Cheap Energy Club last year and have no regrets whatsoever; it is simply brilliant. It firstly recommended that I move to Arvo which I truly did and everything went really well during the switch. I’ve had good comms with them and had no surprises. 3 months in and MSE’s Cheap Energy Club emailed to say that a better tariff (but remaining with Arvo) was available which I duly applied to Arvo to switch to. Again, no dramas and everything has gone well for the 12 months that I have been on this tariff.

    Unfortunately this is now coming to an end and Arvo aren’t as competitive so I’m afraid that I will be taking MSE Cheap Energy Club’s advice and moving to another provider. I must stress that it is with regret that I do this as I do rate them as being very good but they’re not even close to what the Club’s best suggestion is; they are about £100 more expensive.

    In summary, for customer service and professionalism, I highly recommend Arvo and would have no hesitation in returning to them.
    Originally posted by StuPot
    Who are you moving to?
    • Clive x
    • By Clive x 1st Sep 18, 12:40 PM
    • 9 Posts
    • 4 Thanks
    Clive x
    I was giving AVRO 10/10, now revised to 11/10.
    update Sept 1. 2018
    Now into year 2 with Avro. Still smiling ! Initial estimated readings now approaching reality.
    Free 0800 tel no. on emails discontinued, but hey ! just renewed 1 year fixed term dual fuel contract to Simple & Summertime and the price has DROPPED by £12/yr !
    AVRO now get 11/10 from me, no probs, great service, & price dropping when British Gas prices rising.
    And no, I don't work for Avro !
    I'm an early retired electrical technician.
    Big thanks to MSE’s Cheap Energy Club.
    • bri160356
    • By bri160356 1st Sep 18, 1:41 PM
    • 134 Posts
    • 52 Thanks
    bri160356
    update Sept 1. 2018
    Now into year 2 with Avro. Still smiling ! Initial estimated readings now approaching reality.
    Free 0800 tel no. on emails discontinued, but hey ! just renewed 1 year fixed term dual fuel contract to Simple & Summertime and the price has DROPPED by £12/yr !
    AVRO now get 11/10 from me, no probs, great service, & price dropping when British Gas prices rising.
    And no, I don't work for Avro !
    I'm an early retired electrical technician.
    Big thanks to MSE’s Cheap Energy Club.
    Originally posted by Clive x
    That’s interesting;...what tariff have you been on for the last 12 months?

    My current 12-month deal with Avro (Simple & Supreme) ends in 4 days time and I’ve switched to another supplier.

    None of the recent Avro tariffs would have meant a cheaper deal for me,...far from it.
    • Clive x
    • By Clive x 1st Sep 18, 1:55 PM
    • 9 Posts
    • 4 Thanks
    Clive x
    Hi Bri,
    I WAS on Simple & Value. Dual fuel / fixed 1yr tariff /direct debit.
    Must say I was a little surprised at the drop in price, esp as British Gas just announced a rise.
    Talk to Avro over email, I found them very helpful and efficient.
    By the way, is that your birthday in your username?
    Not good practice if it is !
    DOB is a key piece of info in ID theft.
    Clive x
    • bri160356
    • By bri160356 1st Sep 18, 6:40 PM
    • 134 Posts
    • 52 Thanks
    bri160356
    Hi Bri,
    I WAS on Simple & Value. Dual fuel / fixed 1yr tariff /direct debit.
    Must say I was a little surprised at the drop in price, esp as British Gas just announced a rise.
    Talk to Avro over email, I found them very helpful and efficient.
    By the way, is that your birthday in your username?
    Not good practice if it is !
    DOB is a key piece of info in ID theft.
    Clive x
    Originally posted by Clive x
    Thanks for that Clive;

    ...and no its not my birthday,;...its an amalgamation of house numbers, but good advice nonetheless!
    • Danni64
    • By Danni64 11th Sep 18, 6:52 PM
    • 2 Posts
    • 0 Thanks
    Danni64
    I have just renewed for when my fixed tariff ends on 17th. I have been with Avro since Feb 2017 and they are easy to communicate with (mainly email). I will go onto the fixed for 12 months Simple and Summerplan which is one of the cheaper tariffs with feedback on the Energy Club site.
    My online account is easy to navigate and submit meter readings. I can also switch to my mum's account on the same login as she doesn't use email which makes things easy. She has been with them since April after a lifetime with the Big Six (finally convinced her to switch) and is now saving a large amount of money which is great. I am going to request a refund on my account which is in credit on the anniversary of my fixed tariff next week. I have been told this will be ok if I give up to date meter readings for the bill. Everything is going smoothly so I am happy with Avroenergy.
    • CaroArm
    • By CaroArm 13th Sep 18, 12:11 PM
    • 1 Posts
    • 0 Thanks
    CaroArm
    Avro Energy - Accumulating £100s through monthly DD
    I have been with Avro for nearly a year on a fixed price contract.
    My monthly direct debit was a third higher than initially quoted but they said they would adjust it after 4 months. They have refused to change the amount.
    I submit my actual meter readings very month, somethings twice and they keep on using estimated readings. I haven’t even reached the estimated amounts from 3 months ago and I haven’t had an online bill since July. I have calculated that they own me about £250-300.
    Phone calls on hold disconnect after 20 minutes and still no reply from emails. What can I do?
    • Consumerist
    • By Consumerist 13th Sep 18, 12:37 PM
    • 4,957 Posts
    • 2,466 Thanks
    Consumerist
    . . . Phone calls on hold disconnect after 20 minutes and still no reply from emails. What can I do?
    Originally posted by CaroArm
    You can start their formal (written) complaints procedure. The process takes time but it should, at least, get their attention. It might be a good idea to to include a demand for their justification for the level of DD they have set. Ofgem (ha, ha) say you are entitled to a fair DD but do not qualify the meaning of "fair" in this context.

    If you're not confident at complaining, you might want to consider using MSE's complaints tool at <Resolver>.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • C_Mababejive
    • By C_Mababejive 15th Sep 18, 11:53 AM
    • 10,688 Posts
    • 9,563 Thanks
    C_Mababejive
    Switched to Avro a month or so ago and all has gone smoothly.
    Feudal Britain needs land reform. 70% of the land is "owned" by 1 % of the population and at least 50% is unregistered (inherited by landed gentry). Thats why your slave box costs so much..
    • Helenkitamu
    • By Helenkitamu 17th Sep 18, 12:46 PM
    • 7 Posts
    • 3 Thanks
    Helenkitamu
    Can I do anything about the debt Avro allowed me to accumulate?
    Hello
    I have been an Avro customer for the past year. Every month I have submitted my gas and electricity meter readings at the same time. My price plan is coming to an end and so I checked my bills to see what my annual usage is to run a comparison. I then found that they have not been taking my electricity meter readings into account. They have been using the gas readings submitted at the same time. This means they have allowed my account to accumulate £107 worth of unnecessary debt.
    I phoned them and asked why the readings hadn't been taken into account. I was told that they thought my readings were too high and therefore used an estimation instead. I asked why I have never been made aware of this. I was told they are not allowed to give me this information.
    I am frustrated that a debt has been allowed to accumulate despite me keeping them informed every month. I now have to pay the debt of £107 before I can switch to another provider. Is there anything I can do to challenge this?
    • Consumerist
    • By Consumerist 17th Sep 18, 1:59 PM
    • 4,957 Posts
    • 2,466 Thanks
    Consumerist
    . . . I phoned them and asked why the readings hadn't been taken into account. I was told that they thought my readings were too high and therefore used an estimation instead. I asked why I have never been made aware of this. I was told they are not allowed to give me this information. . .
    Originally posted by Helenkitamu
    But you have been made aware of it through your monthly statements. Estimated readings are clearly marked on the statement by the letter "E" before the reading.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Northopian
    • By Northopian 17th Sep 18, 4:51 PM
    • 1 Posts
    • 0 Thanks
    Northopian
    Have been with AVRO for a year & energy supply OK. However, following high renewal quote, decided to switch but having a bad experience with AVRO customer service. They object to my transfer & stopped the change without telling me - apparently, I was £82.01 outstanding, which I paid immediately. I re-initiated the transfer but they have apparently now objected again & I am unable to find out why - can't get through by 'phone; emails take three days for reply. Not a good experience!!
    • Consumerist
    • By Consumerist 17th Sep 18, 7:39 PM
    • 4,957 Posts
    • 2,466 Thanks
    Consumerist
    Have been with AVRO for a year & energy supply OK. However, following high renewal quote, decided to switch but having a bad experience with AVRO customer service. They object to my transfer & stopped the change without telling me - apparently, I was £82.01 outstanding, which I paid immediately. I re-initiated the transfer but they have apparently now objected again & I am unable to find out why - can't get through by 'phone; emails take three days for reply. Not a good experience!!
    Originally posted by Northopian
    I've seen reports on here of this neat little trick of theirs.

    The quickest way around it, I would suggest, is to overpay so that you are still likely in be in credit at the switch date (say, three weeks ahead)..

    You might want to lodge a formal (written) complaint and report the matter directly to Ofgem as a breach of their licence conditions.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • JakethePeg99
    • By JakethePeg99 18th Sep 18, 5:43 PM
    • 12 Posts
    • 1 Thanks
    JakethePeg99
    Avro Tariff coming to an end
    Hi, I just wanted to say, i've been with Avro since Oct 17 on their Simple & Supreme tariff.

    Have been quite happy with them.

    At renewal they will only offer me the Simple & Autumn tariff, which means my energy will go up by £90 a year.
    I did phone and ask about the Simple & MSE Collection (18 month fixed with £25 CB) But I was told that is not available for current customers.
    Thinking about moving now. Anybody tried Pure Planet?
    • smipx013
    • By smipx013 19th Sep 18, 10:00 AM
    • 60 Posts
    • 19 Thanks
    smipx013
    I wonder if it might be time for MSE cheap energy club to update their ratings on "Customer Satisfaction" for this supplier. Looking at teh last several pages on this forum there seems to be more negative comments coming through:


    "In our May customer service poll, Avro performed strongly, with 66% rating it 'great' and only 7% scoring it as 'poor' (217 votes)."



    Doesn't seem to ring true anymore and since they are pushing heavily a big switch I think its only fair that a more realistic score is presented for Avro.


    I assume this is the forum where the scores are calculated as I have never been invited to offer an opinion in any survey from MSE.


    They still take over 1 week to answer emails and the phone wait is a complete joke. They estimate bills all the time even though you give accurate readings and (according to other people) they are really poor at the termination of contract stage and ludicrous estimates and holding on to customers money for far too long. To get it back you have to email then 3-4 times or call them 3-4 times and eventually threaten them it seems. Given the ewait times for emails and phone calls this becomes a real headache.
    • victor2
    • By victor2 19th Sep 18, 10:27 AM
    • 4,785 Posts
    • 3,193 Thanks
    victor2
    I last called them in April and it took 20 minutes on hold, but at least they constantly update you with your position in the queue (as well as giving a very optimistic estimated wait time). I wanted to switch tariff with them, which they did without a problem.

    I emailed them in May, with a fairly simple question and they did reply - 5 days later.
    They estimate readings if you don't give a reading online on the specific day they generate the statement. Give it the day before and they estimate, but they must look at the readings given, as the estimates are very close to reality in my experience with the two accounts I manage with Avro.

    So I would say not the best for customer service, but reasonable given the very competitive fixed tariffs available at the time I took the contracts out. Haven't tried leaving them yet and won't until after this winter, so still have that experience to come.
    • Dobbibill
    • By Dobbibill 19th Sep 18, 11:00 AM
    • 3,396 Posts
    • 4,367 Thanks
    Dobbibill
    I recently contacted them via social media as my statements weren't showing.
    This is so I could leave my message and carry on with my day.

    They came back to my comment within half an hour and requested my account number via DM and came back to me via DM to say it was sorted in another half an hour.

    Checked my account and sure enough my statements were now generated.

    Really easy to deal with and didn't impact my day at all.
    I'm a Board Guide on the Energy, Student Money Saving, UK Armed Forces and
    Local Money Saving - Wales boards. I'm a volunteer to help the boards run smoothly, and I can move and merge posts there.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com. Any views are mine and not the official line of MoneySavingExpert.com.


    It's not about being the best -
    It's about being better than you were yesterday.
    • smipx013
    • By smipx013 19th Sep 18, 11:26 AM
    • 60 Posts
    • 19 Thanks
    smipx013
    Well....


    I contacted them regarding a billing query on 12th September - 7 days ago (and this was a reply to an existing query that had not been resolved). I have yet to receive a reply.


    Seems patchy at best!


    Cheers
    Paul
    • quietly_myself
    • By quietly_myself 19th Sep 18, 11:53 AM
    • 26 Posts
    • 453 Thanks
    quietly_myself
    Problems Leaving
    Our contract with Avro is coming to an end so we searched for the best deals and decided to switch to another provider. Initially it all seemed OK - received an email from Avro saying “sorry you’re leaving” but then a couple of days later the new provider contacted us to say Avro had blocked the switch.

    When we contacted Avro they said we needed to pay off the remaining debit on our account before we switched. As with several other comments on here, their original estimate proved unrealistic and we were aware we’d need to pay off the excess when we left. However we had assumed Avro would give us a final bill as part of the switch - but instead they just cancelled it and relied on the new provider to inform us there was an issue!

    In the meantime the deal offered by the new provider had expired and we now have to go through the whole process again.
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