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.
The following account sections have been placed into maintenance mode, while the team investigate:
- balance and payments
- tariff information
- getting a quote
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!
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.
Update 9.30am Sunday
WattBot’s service has been completed. All systems back up and running
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 email@example.com - this is the slowest response time