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Leaving Pure Planet

  • 21 September 2019
  • 10 replies
  • 1184 views

Pure Planet currently supplies the property that I have just bought. I want to leave but Pure Planet keeps blocking the switch. Please can someone in customer services contact me so I can arrange for the Pure Planet supply to stop.
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Best answer by woz 21 September 2019, 20:56

hi mary
it's probably because you owe money for the time you've been on supply with them. (you are a deemed customer as pp supplied the property you moved into)
Have you registered and tried to pay the bill, or haven't you had a bill yet?
Here is some info on what to do
Moving home - Is your new home on Pure Planet’s energy supply?

If you’ve recently moved into your home (congratulations!) and it's on Pure Planet’s energy supply, we can get you up and running in no time.

Moving house is a tricky time, so we want to help as much as we can.

Once you’re in your new home, you’ll receive a letter in the post telling you about us.

All you have to do is go to the Pure Planet website or download our app via the App Store or Google Play.

You'll see a button called ‘Moved into a Pure Planet home?’ which will guide you through joining up.




The process will take less than a minute.

You’ll then be contacted by us via email. Then, you’re all done. You’re on cheaper, renewable energy.

Any other questions? Ask the Community
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10 replies

Userlevel 7
Badge +10
hi mary
it's probably because you owe money for the time you've been on supply with them. (you are a deemed customer as pp supplied the property you moved into)
Have you registered and tried to pay the bill, or haven't you had a bill yet?
Here is some info on what to do
Moving home - Is your new home on Pure Planet’s energy supply?

If you’ve recently moved into your home (congratulations!) and it's on Pure Planet’s energy supply, we can get you up and running in no time.

Moving house is a tricky time, so we want to help as much as we can.

Once you’re in your new home, you’ll receive a letter in the post telling you about us.

All you have to do is go to the Pure Planet website or download our app via the App Store or Google Play.

You'll see a button called ‘Moved into a Pure Planet home?’ which will guide you through joining up.




The process will take less than a minute.

You’ll then be contacted by us via email. Then, you’re all done. You’re on cheaper, renewable energy.

Any other questions? Ask the Community
Userlevel 6
Hello @mary00000000,

This will most definitely be because there's a debt on the account and that will be likely due to the fact you haven't told them you've moved in.

You cannot 'stop' the supply with a particular supplier when you move in but you can transfer away to another BUT only when you've told them who you are and pay for the energy used from when you moved in to when you move away. This is a deemed contract and you won't be able to switch until you've paid PP what you owe (not what the previous tenant owes)

mary00000000;38079:
Pure Planet currently supplies the property that I have just bought. I want to leave but Pure Planet keeps blocking the switch. Please can someone in customer services contact me so I can arrange for the Pure Planet supply to stop.
Pure Planet is still not allowing me to leave, depiste having confirmed my personal details and given them my final meter readings at the beginning of October. 7 weeks on and still no final bill. What a con! AVOID THIS SUPPLIER.
Userlevel 7
Badge +9
mary00000000;43099:
Pure Planet is still not allowing me to leave, depiste having confirmed my personal details and given them my final meter readings at the beginning of October. 7 weeks on and still no final bill. What a con! AVOID THIS SUPPLIER.


Hi Mary
The industry-wide norm is that it can take 6-8 weeks for final readings to be agreed - nothing to do with Pure Planet. Presumably you followed the advice given in response to your first post? If you did, you should be able to escape very soon...
​​​​​​​Stephen
mary00000000;43099:
Pure Planet is still not allowing me to leave, depiste having confirmed my personal details and given them my final meter readings at the beginning of October. 7 weeks on and still no final bill. What a con! AVOID THIS SUPPLIER.


Hi mary00000000,

You are NOT being conned........

It is an industry standard that when someone moves into a property, thet are a DEEMED CUSTOMER of the energy supplier to the property.

You are required to sign up to that supplier.......even if you do not wish to stay with that supplier. The original supplier requires payment for any energy supplied/used within that property, since the previous supplier moved out.

Once you have signed up with the previous supplier you can then start the process of switching away to your preferred supplier.

It is important that you follow the correct process, if you want the switch away to be done effectively.

You would be bound to follow this procedure, irrespective of the energy supplier........because this is the accepted industry procedure. Therefore if the supplier had been another provider (ie not PP).......you would still be in exactly the same position.

So to assume that PP are a company that are CONNING YOU is simply not accurate.

​​​​​​​I hope that this situation is sorted out for you asap......you can assist the process if you follow the assistance provided by Community Forum members and the information contained within the Community Forum homepage.
Hi, I have left Pure Planet but am still waiting on any correspondence such as a final bill and account balance.
Userlevel 7
Badge +9
Andyandyhall;43225:
Hi, I have left Pure Planet but am still waiting on any correspondence such as a final bill and account balance.

Final readings have to be agreed through an industry-agreed process, not specific to Pure Planet, and it can take 6-8 weeks. And best to keep your direct debit open, it makes the final settlement easier, whether you're in credit or debit.
​​​​​​​Stephen
I have left my property but dont know how to inform pure to cancel my account. Ps mo outstanding bills
Userlevel 7
Badge +10
hi Andy
You should complete the moving out section in the account section of app or online you'll need to provide closing readings.
​​​​​​​It can take up to 6 weeks to get a final bill.
Hey @Andy21
Check out this FAQ on what to do when moving home.
👍

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