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Switching suppliers


From previous experience changing suppliers has never been so frustrating since agreeing to switch to pure planet
Electric went over ( eventually) but gas still over three months later has been a monumental task with you guys asking for a picture not once but 3 times
Finding it difficult to recommend pure planet and will give 1 more week and start the switch to one of the bigger companies once again
Come on guys lost your finger somewhere?
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Best answer by Nataly 28 May 2019, 13:31

Hey @Islam

Sorry to hear you've had a frustrating experience - I've checked this out with our Member Services team. Looks like the gas supply was initially switched erroneously (that is, the wrong meter was switched), but your correct gas supply switched to us on 25 May - Hannah from the team messaged you to explain this on 8 May.:checkmark:

Your correct electricity has been on supply with us since you switched.

Looks like there's been confusion with your correct/incorrect supplies as the national gas and electricity databases have duplicates of your address, which is why you've been asked for your meter photos more than usual (so the team could make absolutely sure we had your correct meter info).

Looks like both your correct supplies are with us now - the team will be emailing you to confirm this 🆙

If you have anything else we can help with let us know ;-)))
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4 replies

Userlevel 7
Badge +1
Hmmmm thats sounds stange indeed, what reason have you been told as to why photos are needed ?
This may an issue caused by your old supplier if thay have changed the meter.
Userlevel 7
Badge +9
Hi Islam,

Welcome to the community.

Even though you are not speaking direct to PP, this forum was set up by them so that problems can be monitored, that a level of support is available 24/7 from the community with PP managers checking out posts on Monday to Friday.

How have you been contacting PP to get your problem resolved?

To contact PP DIRECTLY follow this as the correct method, sorry if you know this!
1) Open the APP
2) Open Help
3) Open Ask wattbot
4) Start typing "Message the Team" followed by your concerns
5) Takes up to 2 days for a response back with the bot...and a text reminder will arrive to remind you if you have not looked

Its not great when things don't go according to plan, all the bad news arrives here and mostly gets resolved.

Please revert back and provide some more feedback and or listen out for more member support.

This will not make you feel much better, but PP got some great reviews last week on money saving expert think it was 97% great 3% poor. No company is perfect and PP does not pretend to be (its all transparent) and does not really want the bad press.
Maybe its not PP's fault, maybe PP should of advised what the root problem is...look forward to your issue being resolved.

Good luck and have a great weekend.
Userlevel 7
Badge +9
Islam;29980:
From previous experience changing suppliers has never been so frustrating since agreeing to switch to pure planet
Electric went over ( eventually) but gas still over three months later has been a monumental task with you guys asking for a picture not once but 3 times
Finding it difficult to recommend pure planet and will give 1 more week and start the switch to one of the bigger companies once again
Come on guys lost your finger somewhere?


Hi there
Did you receive your welcome pack by email, with the 17 day timetable for your switch?
Stephen
Hey @Islam

Sorry to hear you've had a frustrating experience - I've checked this out with our Member Services team. Looks like the gas supply was initially switched erroneously (that is, the wrong meter was switched), but your correct gas supply switched to us on 25 May - Hannah from the team messaged you to explain this on 8 May.:checkmark:

Your correct electricity has been on supply with us since you switched.

Looks like there's been confusion with your correct/incorrect supplies as the national gas and electricity databases have duplicates of your address, which is why you've been asked for your meter photos more than usual (so the team could make absolutely sure we had your correct meter info).

Looks like both your correct supplies are with us now - the team will be emailing you to confirm this 🆙

If you have anything else we can help with let us know ;-)))

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