I requested the switch to pureplanet a couple of weeks ago now. I was asked to submit the meter reading for electricity recently, but not for the gas (although I have requested the switch for both fuels). Could this be a consequence of the existing smart meter for gas?
More importantly, now the 17 days (it was estimated that it will take this long to switch) passed by a couple of days ago, but I didn’t receive any updates about the switch via e-mail (yes, I have checked my spam folder too). Weirdly, when I log into my account on the web platform, I don’t see the chat option to be able to contact somebody about the switch. Also, the little “bar” to get a quote re-appeared again. So I am puzzled about where I am in this process and whether something went wrong and they cannot complete the switch or not.
Any advises on this issue would be highly appreciated. Thank you.
Best answer by stephenrand
Welcome to the Pure Planet community!
This is definitely puzzling - the request for a meter reading suggests the switch was happening, everything else suggests it wasn't. Did you get a welcome pack by email at the start of the switch process? And the acid test of a successful switch - your first direct debit payment is taken on the day of your switch, 17 days after it started. If that's not happened, you haven't switched.
Pure Planet doesn't have a chat facility, by the way. You can get in touch via Wattbot, found in Help and support.
I know others will pitch in with their thoughts!