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Pure Planet service updates


  • Community Manager
  • 5493 replies

This page is updated by Pure Planet community managers whenever there is a planned service update which means our app or web accounts need to be placed into maintenance mode.

We’ll also post here if there are reports of technical glitches. 


20 September - sections of PP web and app unavailable - RESOLVED

Our Tech team are currently investigating an issue impacting changing tariff and getting a quote.

Once they’ve found a fix, we’ll update this thread. 

Thanks for your patience while we look into this.

Update 11am:

The following account sections have been placed into maintenance mode, while the team investigate: 
- balance and payments
- tariff information

- getting a quote 

Update 5.30pm:

Hi everyone. Just wanted to let you know this technical glitch is still ongoing.
We’ve been able to bring ‘balance and payments’ back online, but ‘tariff’ and getting a quote are still unavailable, for now, while our team continue to investigate. 
They’ll be back online ASAP.

21 September update, 8.30am:

Just to let you know that all sections of Pure Planet accounts, and getting a quote, are now back online. 

Sorry for any inconvenience caused - thanks for your patience! :raised_hands:


Our digital assistant WattBot is being taken offline during the early hours of Sunday, 29 August, for minor surgery.

Watt will be unavailable from 1.30am until about 7am.

Don’t forget there’s lots of handy guides in your Pure Planet app and web account. Head to ‘Help’ in the menu bar and you’ll see a list of categories.

The community’s also got lots more guides and FAQs, too, such as about joining and switching, about billing and payments, and about smart meters.

Update 9.30am Sunday 

WattBot’s service has been completed. All systems back up and running :relaxed:

 


Current service response times

Don’t forget our service is 100% digital - here are the best ways to get in touch with us:

  • Chat to WattBot - fastest response. WattBot answers immediately, the team responds within two working days. Head to ‘get help and support’ > ‘ask a question’ in your account.
  • Send us a DM on social media - the team responds within two working days on Facebook and Twitter
  • Send the team an email at help@purepla.net - this is the slowest response time

 


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