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Type: Posts; User: Hayley

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  1. 15 Replies
    1,167 Views
  2. woz he's trying his best!!

    Posted by Hayley, 14-03-19
    woz he's trying his best!!
    93 Replies
    6,331 Views
  3. Bev he is so cute, and a lovely little puppy. He...

    Posted by Hayley, 14-03-19
    Bev he is so cute, and a lovely little puppy. He has his moments but generally he's very good 🐾
    93 Replies
    6,331 Views
  4. As promised here are a couple of photos of Eric,...

    Posted by Hayley, 14-03-19
    As promised here are a couple of photos of Eric, who is 10 weeks old now πŸ˜€
    93 Replies
    6,331 Views
  5. They're beautiful Suepal! We were almost going to...

    Posted by Hayley, 06-02-19
    They're beautiful Suepal! We were almost going to get a fox red lab but decided on black - photos to come soon!!
    93 Replies
    6,331 Views
  6. Hi pjcrosier, you should be sent a final...

    Posted by Hayley, 12-05-18
    Hi pjcrosier, you should be sent a final statement by email within six weeks of your switch completing. Sorry for the delay, I'll pass this to our billing team and get your bill sent as soon as...
    12 Replies
    2,630 Views
  7. Hi Watty, glad you found the email from us, I've...

    Posted by Hayley, 29-12-17
    Hi Watty, glad you found the email from us, I've checked and everything is on track with your switch. Great to hear that you'll be saving so much while enjoying renewable electricity and carbon...
    3 Replies
    898 Views
  8. Hi Leemack, your old supplier will be...

    Posted by Hayley, 29-12-17
    Hi Leemack, your old supplier will be automatically notified that you're leaving. They normally need an active Direct Debit to return any credit, or collect a final payment, once they've sent your...
    1 Replies
    719 Views
  9. Hi DrS, we're planning on releasing a new tablet...

    Posted by Hayley, 29-12-17
    Hi DrS, we're planning on releasing a new tablet version of the app in the first half of 2018. I'll pass on your feedback that it would be helpful if can rotate to landscape view. If you have any...
    4 Replies
    948 Views
  10. Hi Andrew, I'm glad you managed to submit your...

    Posted by Hayley, 29-12-17
    Thread: Apple iPhone
    Hi Andrew, I'm glad you managed to submit your readings in the end. It's strange that your software update has removed our app, are you able to download it again from the App Store?
    1 Replies
    645 Views
  11. Hi Amber, it's Hayley - I know I've just spoken...

    Posted by Hayley, 29-12-17
    Thread: Please help!
    Hi Amber, it's Hayley - I know I've just spoken to you but to confirm, your switch is going ahead as planned. Your old supplier will switch your meters from prepay to credit mode when you switch. We...
    1 Replies
    753 Views
  12. Hi Ozzieboy. Our unit rates vary around the...

    Posted by Hayley, 29-12-17
    Hi Ozzieboy. Our unit rates vary around the country, you can view them here:

    https://community.purepla.net/threads/60-Standing-charge-and-unit-rate?p=101&viewfull=1#post101

    You can also get a...
    4 Replies
    1,602 Views
  13. Hi Linnes, because current smart meters can only...

    Posted by Hayley, 29-12-17
    Hi Linnes, because current smart meters can only send readings to the energy provider that installed them we would need you to send meter readings through the app. We could use an opening estimate...
    1 Replies
    916 Views
  14. Hi Sandy, I can see that you've now completed...

    Posted by Hayley, 29-12-17
    Thread: Direct debit
    Hi Sandy, I can see that you've now completed your switch and been able to enter your bank details. Any feedback you have on what happened would be great, it'll help us make improvements to the app.
    1 Replies
    747 Views
  15. Meter readings

    Posted by Hayley, 28-12-17
    Thread: Meter readings
    Hi everyone

    A few members have highlighted a problem with sending meter readings in the app. Thanks for letting us know, we're working to get the app fixed.

    Keep an eye out for further updates...
    0 Replies
    824 Views
  16. Hello Caro51. I've just sent you a message asking...

    Posted by Hayley, 28-12-17
    Thread: Meter readings
    Hello Caro51. I've just sent you a message asking for your meter readings, I can add them for you. Sorry you've been unable to add them in the app, we're looking into this now and hope to have it...
    1 Replies
    722 Views
  17. Hi Tamas Toth I'll get the team to contact you...

    Posted by Hayley, 28-12-17
    Thread: Wrong address
    Hi Tamas Toth I'll get the team to contact you directly about this. They can update your address, they'll also need to check that the correct gas and electricity supplies have been switched. Look out...
    3 Replies
    1,015 Views
  18. Hi Irina2018 you would've needed to download the...

    Posted by Hayley, 28-12-17
    Hi Irina2018 you would've needed to download the app on your phone to switch. Did you do that on your husband's phone? If you have the app now, the best thing to do is tap Help in the menu, you can...
    1 Replies
    697 Views
  19. Hi Gabolino, you're right that Pure Planet...

    Posted by Hayley, 28-12-17
    Thread: Energy switch
    Hi Gabolino, you're right that Pure Planet doesn't support prepay meters at the moment. However if the prepay meters are smart meters the old supplier should switch them to credit mode on the day of...
    4 Replies
    1,353 Views
  20. Hi Irina2018 - it's great to hear that you'd like...

    Posted by Hayley, 27-12-17
    Thread: switch
    Hi Irina2018 - it's great to hear that you'd like to switch to Pure Planet, but if you don't have a way to download our app there's no way to switch.

    Being app-only helps us keep costs low, so we...
    1 Replies
    709 Views
  21. Hello Cookie, we collect your first monthly...

    Posted by Hayley, 27-12-17
    Thread: Paying upfront
    Hello Cookie, we collect your first monthly payment on the same day we start supplying your energy. This is because we buy your energy in advance, based on our forecast of what you'll need. This...
    2 Replies
    1,256 Views
  22. Hi Mike Parkinson, great to hear you've been able...

    Posted by Hayley, 27-12-17
    Thread: Meter readings
    Hi Mike Parkinson, great to hear you've been able to submit your readings. Bernard were you able to send your readings? Let me know if you need any help.
    2 Replies
    914 Views
  23. Hi Lizzy52, if you've had your meters changed and...

    Posted by Hayley, 27-12-17
    Hi Lizzy52, if you've had your meters changed and you currently pay by Direct Debit then we should be able to complete the switch. It might be that when the meters were changed the information held...
    1 Replies
    685 Views
  24. Hello Ktsang, we'll help get this resolved for...

    Posted by Hayley, 21-12-17
    Hello Ktsang, we'll help get this resolved for you. A dispute can be raised with your old supplier so an accurate reading is agreed. The team have sent you an email asking for a second meter reading,...
    2 Replies
    851 Views