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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 6th Dec 17, 4:58 PM
    • 91Posts
    • 24Thanks
    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 havenít already, join the forum to reply.
Page 15
    • MoneySavingAtWork
    • By MoneySavingAtWork 17th Sep 18, 1:51 PM
    • 17 Posts
    • 2 Thanks
    MoneySavingAtWork
    I'm another one in the same boat. I'm checking Outfox the Market almost daily as I know I need to know what their new prices will be in order to get an accurate picture.
    I did try asking on the web chat if they could speculate as to what the prices increases might roughly be (long shot i know) sadly no luck.
    • francysayo
    • By francysayo 20th Sep 18, 1:40 PM
    • 1 Posts
    • 0 Thanks
    francysayo
    I just joined oftm from bulb as I think better to take advantage of their low prices before any hikes. Switch was really simple...only a couple of minutes on the website....still early days ofcos but I'll wait and see how the next few weeks pan out and update accordingly.
    • martinlewisjunior
    • By martinlewisjunior 21st Sep 18, 10:50 AM
    • 88 Posts
    • 13 Thanks
    martinlewisjunior
    Outfox the market have increased their prices
    8% for Electricity.
    3% for Gas

    Of course this depends on your region!

    They're still one of the cheapest suppliers on the market
    • beardiedog
    • By beardiedog 21st Sep 18, 11:58 AM
    • 611 Posts
    • 238 Thanks
    beardiedog
    8% for Electricity.
    3% for Gas

    Of course this depends on your region!

    They're still one of the cheapest suppliers on the market
    Originally posted by martinlewisjunior
    They're at the top of my CEC list at the moment.

    Which begs the question why other suppliers feel the need to increase their rates by so much.

    Jumping aboard the gravy train as we are approaching winter, perhaps, surely not?
    • Neil Jones
    • By Neil Jones 21st Sep 18, 1:47 PM
    • 1,553 Posts
    • 970 Thanks
    Neil Jones
    Well based on current figures my dual-fuel bill will rise by £46 a year.
    The next cheapest is another £35 a year on top of that.

    Even if I split the utilities up that's an increase of £56 alone.

    No brainer to stay where I am IMO.
    • smiledotcom
    • By smiledotcom 21st Sep 18, 9:42 PM
    • 37 Posts
    • 25 Thanks
    smiledotcom
    Rip-off tricks by Outfox The Market
    I am about to say goodbye to this supplier for the following reasons:

    They lead me to believe that monthly membership fees would be based upon electricity usage. The more used, the higher the monthly membership fees.

    So,at the point of signing up they asked me to estimate my annual electricity consumption so that my monthly membership fees could be calculated.

    Based upon my estimated consumption I should have been paying membership fees of around £7.51 per month.

    Since joining however I have been charged membership fees of £13.22 per month!

    When I queried this with OTM I was informed that they had obtained data from my previous suppliers - from the previous 2 years - and had based my membership fees upon that, historical, usage. Not upon my estimated annual usage, and not upon my actual usage - which is now very low since I switched from heating my house by electricity to heating it by gas central heating.

    I explained all that to OTM but they won't budge. They are going to continue to charge me almost double what I should be paying in membership fees. They also calculated my monthly direct debit upon that historical usage so I now have more than £100 credit built up in the account although my electricity usage is very low.

    Just to add salt into the wound they also informed me that they will NOT refund the excessive membership fees that I am currently paying. They are just going to pocket my money!

    Just to add more salt to the would OTM won't refund the credit that has been built up on the account. OTM won't refund credit until it reaches the £250 mark!

    I don't know about outfoxing the market, but they sure know how to outfox their customers.
    • VoucherMan
    • By VoucherMan 22nd Sep 18, 11:41 AM
    • 2,489 Posts
    • 4,995 Thanks
    VoucherMan
    They lead me to believe that monthly membership fees would be based upon electricity usage. The more used, the higher the monthly membership fees.
    Originally posted by smiledotcom

    You're not alone. I first commented on this in July I think.

    Since then my monthly usage has gone done (I've been averaging about 2200kWh over the last few years, last month's usage equates to less than 2000kWh a year, yet they increased their estimate again from 2441 to 2492.

    Even better, I read there's another increase in the standing charge membership fee on the way.




    I almost forgot, a handy little graph from them. It would be difficult to extract the exact monthly figure from the graph, but consider that for and annual usage of 2400kWh (their lowest tier) you would need a usage of 200kWh per month. I'm sure they'll provide some excuses if I wait long enough.

    Last edited by VoucherMan; 22-09-2018 at 1:24 PM. Reason: adding image
    • le-bouchard
    • By le-bouchard 23rd Sep 18, 1:58 PM
    • 6 Posts
    • 4 Thanks
    le-bouchard
    Nothing heard, poor contact
    I signed up months ago, OFTM acknowledged the request and after speaking to one of their people I was assured all was going ahead fine on the date they had given I am now 2 weeks into the OFTM contract but have heard nothing from my old supplier, no acknowledgement of switch request in fact, when I called them the person said that they had no record of it. Plus the fact that my old supplier has , yesterday, sent a request for a meter reading and OFTM in all their bumph that everything would be handled by them. This does not bode well. I would cancel my direct debit but that will probably leave me without a supplier, or as some have suggested, nasty mail from OFTM for non payment. Not at all happy with this recommendation. I have never had such a messy, poor transition before. It all looks like I may be paying twice for the same thing.
    • Hengus
    • By Hengus 23rd Sep 18, 2:17 PM
    • 6,548 Posts
    • 4,201 Thanks
    Hengus
    I signed up months ago, OFTM acknowledged the request and after speaking to one of their people I was assured all was going ahead fine on the date they had given I am now 2 weeks into the OFTM contract but have heard nothing from my old supplier, no acknowledgement of switch request in fact, when I called them the person said that they had no record of it. Plus the fact that my old supplier has , yesterday, sent a request for a meter reading and OFTM in all their bumph that everything would be handled by them. This does not bode well. I would cancel my direct debit but that will probably leave me without a supplier, or as some have suggested, nasty mail from OFTM for non payment. Not at all happy with this recommendation. I have never had such a messy, poor transition before. It all looks like I may be paying twice for the same thing.
    Originally posted by le-bouchard
    The gaining supplier manages all aspects of a transfer of supply. On transfer all meter readings go to an industry independent third-party for verification. The verified readings are then used to open and close your accounts. Under EU Law, and Licence Conditions, the losing supplier has to use its reasonable efforts to provide you with a Final Bill no later than 6 weeks after the actual transfer of supply.

    https://octopus.energy/blog/secret-life-opening-meter-reading/

    It is often the case on switch that you will end up paying both suppliers. You will get any credit balance returned to you.
    • GregK2
    • By GregK2 2nd Oct 18, 4:38 PM
    • 12 Posts
    • 5 Thanks
    GregK2
    Just had an email, which follows a 6.5% increase from August:

    "Your energy prices are increasing from November 1st 2018

    Electricity and gas wholesale prices (the price Outfox the Market pay for your energy) have continued to see unprecedented increases throughout 2018. As a result of this and a rise in additional costs that make up your bill, the price you pay for your energy is increasing by 7.4%."
    • bs7
    • By bs7 2nd Oct 18, 5:19 PM
    • 735 Posts
    • 317 Thanks
    bs7
    Just had an email, which follows a 6.5% increase from August:

    "Your energy prices are increasing from November 1st 2018

    Electricity and gas wholesale prices (the price Outfox the Market pay for your energy) have continued to see unprecedented increases throughout 2018. As a result of this and a rise in additional costs that make up your bill, the price you pay for your energy is increasing by 7.4%."
    Originally posted by GregK2


    Just got the same email ... they really are a bunch of clowns!!


    And to think MSE recommended them!! lol
    • SGB89
    • By SGB89 2nd Oct 18, 5:26 PM
    • 1 Posts
    • 0 Thanks
    SGB89
    Just got the same email ... they really are a bunch of clowns!!


    And to think MSE recommended them!! lol
    Originally posted by bs7
    Are there any providers that are cheaper than 11p/kwh for electric? Thats the new rate I have been quoted in the latest email.

    Because I checked a few months ago (before the price increase and it was like 14-15p/kwh) for the rest of the providers..
    • kentfella
    • By kentfella 2nd Oct 18, 6:48 PM
    • 1 Posts
    • 0 Thanks
    kentfella
    outfox the market
    joined this lot back in march after following the link from the moneysaving expert website promising a 2 year fixed tariff and i just found out via webchat with outfox the market that i am not on a 2 year fixed and i am on variable which has put its prices up twice so just going to complain to the website
    • The Jester
    • By The Jester 2nd Oct 18, 7:55 PM
    • 191 Posts
    • 37 Thanks
    The Jester
    It appears my bill will be increasing also.

    "Electricity and gas wholesale prices (the price Outfox the Market pay for your energy) have continued to see unprecedented increases throughout 2018. As a result of this and a rise in additional costs that make up your bill, the price you pay for your energy is increasing by 7.4%."

    What I want to know is when will the energy club take this increase into account when carrying out comparisons? I'm on holiday soon and would like this sorted before I leave.
    Last edited by The Jester; 02-10-2018 at 7:59 PM.

    • VoucherMan
    • By VoucherMan 3rd Oct 18, 6:20 AM
    • 2,489 Posts
    • 4,995 Thanks
    VoucherMan
    And to think MSE recommended them!! lol
    Originally posted by bs7

    Even worse, they (MSE) continue to give out inaccurate information about their (Outfox) charges which will leave some with bills higher than expected.
    • David981
    • By David981 15th Oct 18, 9:12 AM
    • 2 Posts
    • 0 Thanks
    David981
    Not good so far
    I started the switch to OTM on 27/09/18 following estimate and recommendation from MSE, which did not make me aware of the impending price rise. All seemed good until today, when I received an email saying I should enter my meter readings online in preparation for switch completion on Thursday 18/10/18. Creation of my account worked fine, but I was then shown a page about the AUGUST price increase! My first attempt at entering the readings got "an error occurred". I had left the economy reading box empty, so I tried again entering "0" in that box. This time no error, and a "thank you for readings" message appeared, but otherwise the page did not change, so I was unsure that all was well. Clicking "Usage" just got "an error occurred". Going back to meter readings just got the input form. Clicking "web chat" on contact page did nothing, but the email button in bottom left started web chat! Transcript as follows.
    Chat conversation with Nadeem
    Overview
    Operator Nadeem Date 10/15/2018
    David
    8:34 AM There was an error when I entered my opening meter readings. I now get an error when I click "usage". How can I check you received them?
    Nadeem
    8:35 AM Good Morning. It's my pleasure to assist you today. Before we get started I'll just need a few pieces of information from you so that I can confirm your identity: 1. The first line of your address 2. The postcode of that address 3. Your telephone number
    ...
    Your supply is not going live with us on 18/10. Until your live date, your Hero Hub online account will not function properly. Please check back on 18/10, and you'll be able to provide opening meter readings, via your online account on this date. I do apologise for any inconvenience caused.
    I would be happy to take meter readings from you today, in anticipation of your live date. Do you have them on hand?

    David
    8:37 AM But I received an email subject "We're nearly there" asking me to input my readings on the hub???

    Nadeem
    8:37 AM I do apologise for any inconvenience caused.
    We do send this email in anticipation to ensure there is sufficient time for our customer's to be able to provide meter reading(s)
    I would happy to take the readings from yourself today and have them entered on your supply's live date.

    David
    8:40 AM electric = 2595 and gas = 8155

    Nadeem
    8:40 AM Thank You

    David
    8:41 AM and please get your email content and web site error trapping sorted out!

    Nadeem
    8:41 AM As of the 18th you will no longer face any issues
    I do apologise for any inconvenience caused.
    As your supply is not live with us as of today's date, you will face some issue.
    issues/

    David
    8:42 AM then the emails and web site should reflect this!

    Nadeem
    8:43 AM Once again, please accept our sincere apologies.

    David left the chat
    • BarGin
    • By BarGin 16th Oct 18, 9:23 AM
    • 803 Posts
    • 117 Thanks
    BarGin
    My switch went through last week but at the weekend I was still unable to use the "Hub". I sent them an email to ask what was going on and have just received this reply:

    "Thank you for contacting Outfox,

    I hope you are well today Sir. Apologies for this, we are still awaiting some technical information to filter through from the industry. Whilst this does not affect your switch, the initial functionality of the Hub is limited. In the meantime you can submit meter readings via email, phone or live chat. We are actively resolving in the process of resolving this and your account will soon be up and running."
    • DCO
    • By DCO 17th Oct 18, 8:28 AM
    • 1 Posts
    • 1 Thanks
    DCO
    Per Cheap Energy Club offers, on 5 Sep I opted to switch to Outfox the Market for dual energy. Told 21 day delay. Five days before switch gave OTM meter readings as requested; (had to chat, hub wouldn't accept inputs). Told electric accepted but had to have gas on the switch day, which I gave OTM. On 2 Oct got OTM email: Prices up 7.4% on 1 Nov. On 8 Oct got estimated bill from Tonik, lots higher than usage. Tonik said they had actual electric reading from OTM, but not gas. Call to OTM verified they had NOT submitted my actual gas reading to Tonik but would do so. On 15 Oct Revised Tonik bill: electric correct; gas 16 cubic meters more than actual, so can't find whose error. Tonik uncooperative. Can't take to OFGEM for eight weeks. BTW, I also notified MSE re tariff increase and got a bologna reply: Can't update comparison site until notified by suppliers, which makes their comparisons INVALID. Beware of MSE energy comparisons, Tonik and Outfox the Market.
    • Mee
    • By Mee 30th Oct 18, 11:47 AM
    • 1,133 Posts
    • 1,056 Thanks
    Mee
    Thanks for the review guys. Thinking of switching from Ebico after SSE and Zero debarkle, but seems OTM may be no better.
    Free thinker.
    • Organza_Lace
    • By Organza_Lace 31st Oct 18, 9:44 PM
    • 16 Posts
    • 1,641 Thanks
    Organza_Lace
    I'm having issues a month after my account went live.

    Submitted my opening readings via the chat as the hub wasn't working.

    My electricity meter readings they submitted as gas readings. They didn't submit my gas readings at all.

    I've opened a dispute which has helped somewhat but I don't seem to have a gas opening reading though I've submitted it twice. Subsequent readings have been recorded.

    I'm just going to see how this works out.
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