Gemtel Green Network Reviews

Friendly and attentive staff who take action when required without referral to numerous others

Pleased that your system matched with Ovo smart meter.

Unbelievable. First experience of them was with splitting a property and creating 2 homes. Technically been with them less than 24 hours and i've now got no:-
*light
*heat
*hot water

Well obviously since they agreed this was their fault they'll fix it quickly........ if you consider over a week quick.



Disgusted with them

I went to moneysupermarket.co.uk, and dialled the GNE number. I wueriedtheir Warm Home Discount scheme, and was assured they were fully compliant. I stated that any contract was conditional on me getting the WHD.
They are not fuly compliant, and I don't qualify for GNE's Warm Home Discount.

As a pensioner on benefits, I think this is outrageous.
Null points from me.

Green Network Energy charges early termination charges upon the death of the account holder. Beware this company has no morals or ethics. They disgust me.

Absolutely hopeless. This is the worst energy company I have ever used - and I am in my sixties well versed in switching. If you are happy to spend half an hour each time you try to make contact with them, if you are happy when they promise a phone call which never comes, if you are happy when the only response to an email query is the automated one then this is the ideal company for you. If you expect ANYTHING better then avoid them.

The promise of the phone call in their response below, needless to say, never came.

Second response comments on their attempts to phone me but unsuccessfully shows that they give up easily indicating their lack of customer care. The email referred to did NOT address my complaint, merely said that the issue had been resolved. IT HAS NOT. An attempt to contact them AGAIN through their messaging service has achieved absolutely nothing. Either these messages are not read or they are dismissed without response. The only way to get a response from them is to leave a negative review. Come on Green Network Energy, PHONE ME AND IF I DO NOT REPLY, TRY AGAIN. I DO HAVE OTHER THINGS TO DO THAN WAIT INDOORS FOR YOU TO DEIGN TO CONTACT ME. BETTER STILL, ANSWER MY CONTINUING QUESTION - WILL YOU RELEASE ME FROM THIS CONTRACT WITHOUT PAYING EXIT FEES?

I have only given 4 stars because I am just coming up to being with GNE for 6 months. For the first time after being with different companies has anyone other than GNE freely given a reduction in price without others setting the trend. With a simple method of billing on line so easy to understand. So, I will reserve my 5th star for the future.

Cannot access the website, been trying for 4 weeks. The app does not work. They have told me to access the web via goohle.

Since I switched to GNE I have been happy with their service. They are in touch regularly by E-mail but if you have to phone them it is usually a quick response. Have no worries about joining GNE.

Can someone please call me! I cannot get through on my account online and am wasting SO much time waiting for you guys to pick up All I need to do us leave my meter reading!!!

Been in an 18 month contract with GNE. Switching to them was smooth and easy. Excellent customer service team. Competetive rates. Their app is functional and informative. Would recommend these to anyone.

Been with this company for 12 months, just before changing over to GNE I had smart meters fitted, they have never recognised that I have a smart gas meter, never been able to submit meter readings, still looking into it now the contract is ending and can do no more to finalise everything. Hopeless at communicating and getting things sorted, will probably end up with massive bill now as have had 12 months of estimated bills

Just moved into rented accommodation that uses this Company and the process of moving everything into my name has been awful. Difficult to get hold of on the phone, first time I spoke to them they wanted a copy of my passport and tenancy agreement - and wouldn't setup my account until they had this information (despite the previous tenant informing them when they moved out), they have an 'app' that to register you have to already have an email on file with them otherwise you have to call them. The original bills they sent me I paid and got confirmation that they were paid (pre-registering with them). When they finally got round to registering me - they put me on a new account number - and charged me for all the ones I previously had paid! Even though I'm sure they will understand their mistake and correct this-I'm not sure how something like this happens. Just seems to be greed - as if they checked they would see that for the property everything has been paid and nothing is due. Seems to me like they are jumping on an opportunity to double charge.I would definitely not recommend this company.

Although I have had no problems with the company itself I have scored low due to their horrendous customer service team. I called to try and find some more information out about what to do after my current contract ends and about getting refunded the credit on my account. The guy I spoke to was so unhelpful, did not explain anything and was generally bored and uninterested. This is a perfect example of how not to handle customer relationships. I was going to continue with the company but will look to go elsewhere now.

Great company, phone is answered very quickly. Staff are always very helpful and delightful. Can't recommend them enough. Thank you for an excellent service :) Have been with them over a year. Prices very competitive as well.

Tried to call to switch - first call 11mins 42 sec phone line was cut off by them - second call they hung up within a minute. Suffice it to say will not be switching to them. Appalling service.

Excellent customer service from Bruno. I rang to query whether the large amount of credit I had accumulated could be refunded to my bank. Bruno suggested the better option of reducing my direct debit monthly. He also mentioned the priority list. I qualify for inclusion but would not have known this if Bruno hadn't taken the trouble to tell me. I am SO SO glad that I switched 6 months ago from one of the rip-off 'Big Six'. Thank you, Bruno. Thank you GNE. I have had to deduct one star because you don't have your phone number on your website. I had to Google it. Come on! You'll get more custom if you publish your phone number. Annie Eagleton.

I am finally writing on here as it seems this company spends more time responding to public reviews than caring for and responding to customers privately. I had a chilling conversation with someone yesterday after I lodged a complaint on 11th September- about a suddenly massively increased direct debit bill - PLEASE read the other reviews talking about the same- and this is a whole other story. The person on the phone had absolutely no regard for the fact I had had no response whatsoever for 3 weeks- I felt like he had nothing but contempt for me. I have chased it up personally by email and phone in the 3 weeks many times. They just do not respond to emails at their care@ or complaints@ email address. I said I had now cancelled my direct debit in an attempt to get a response and he responded that my tariff would be increasing then because the direct debit discount would be removed. This, to a customer who is concerned about her bill, on a complaints line. It wasn t until the very end of a 40 minute phone call he actually checked if I d logged a complaint- and then agreed with me it had a taken a while to respond- as though I had been making it up! In the complaints part of the website they have a complaints guarantee which says they respond in 5 working days. Later it says they will Do everything to put things right, typically within 10 working days but we will contact you if it is likely to take longer . The auto email response I got when I logged the complaint said within 7 days. Confusing right? I wish I had read the huge amount of 1 star reviews before I switched to this green energy company- which was my motivation. I don t enjoy making complaints, hardly ever do make any. My day off yesterday was ruined and I actually felt upset with the disregard I have been shown by this company. I want out, and I don t want to pay to get out- a request that was ridiculed on the phone yesterday. I am now waiting for a response today from the complaints manager who is handling my case - hopefully by email or phone. Save yourself real distress and don t sign up- or pray nothing goes wrong if you do. I know what good customer service looks and sounds like from the numerous other companies I deal with. This is a far cry and they don t even apologise for it

I wish I d never opened an account with this company. The customer service is awful. Waited over two months for a reply via email and issue still not resolved over three months later. Different departments do not communicate, pass info along. So incredibly frustrating. So much time and energy wasted. Go with a different supplier who has a good customer service rating. I should have read reviews!

I'm actually a customer who is leaving, there were no issues during my time with Green Network Energy it's purely a financial decision.
This review is more to highlight the brilliant customer service (billing department) that I received from James.
He really helped me to work out a payment plan to pay my final bill and was incredibly understanding of my circumstances as well as being very quick and professional.
I did agree to complete a satisfaction survey regarding the service I received but the call was ended for some reason.
10/10 service, 5star, I hope he somehow gets to see this as well as receiving internal recognition.

I have recently built up credit in my account and I rang GNE for a refund on part of this. The refund came straightaway and so was credited to my account the following day (rather than the usual 3-5 days). Speechless!

Worst customer service ever. Gave old suppliers incorrect metre reading which landed us with massive arrears bill that we don't owe. Avoid at all cost. Terrible.

Green Network Energy has been great since I joined them, exactly over 15 months ago. Amazing company!

Absolutely the worst company I have ever dealt with . Transferring my energy to these guys was one of the worst mistakes of my life.

Worst part: Communication and inability to resolve the slightest issue.

Best part: The hope that this review will somehow deter people from transferring their energy dreadful company!

Horrible customer service. As you'll see the theme raised by other reviewers too, customer service staff don't have a clue about their services or the company. But they talk down to you in their ignorance as if you (the customer) is in the wrong.
App and online portal slow and unreliable.
The lights and gas are on so can't fault them for that. But don't expect anything more.

This lot are useless. Bought a house & these were in charge of the energy...Still trying to bill us for a month BEFORE we owned the house. Left hands don't know what right hands are doing here!! AVOID!!

Easy to submit readings and very helpful staff on phone.

Customer service line is shocking and incompetent - not worth the hassle

Been with this company for 1 year and I wouldn't change it!
Since I joined Green Network Energy I lower my monthly bills every month. Everything runs smoothly and I can access my account 24/7.
Their prices are really competitive and the service provided is excellent. The app is also great to keep an eye on my energy costs and the emails provided are super helpful.

Great experience dealing with Green Network. I had a complex issue that my previous supplier could not fix. Green Network sorted it out with no hassle whatsoever. THANK YOU

They've now ceased trading just one week after I switched to them :-(

Easy to manage my account and I am receiving regularly feedback on info! Not had any problems since I joined them 10 months ago.

Satisfied! Was a little dubious about changing suppliers but when I called them I was pleasantly surprised at there efficient service. The website is so simple and easy to navigate. So far so good!

I was quite happy with Green Network Energy during my time with them but earlier this year I had to move house. My contract with them had only a couple of weeks left to run. They asked me if I wished to renew and I explained that I couldn't More

Good rewards for referring friends! amazing company

Thank you so much green network energy! I was with British gas before and the rates were much higher than your ones. The sales staff was friendly and helped me a lot with the switch. So far I'm really happy with the price and the service. Thank you especially to Domininkas!

Absolutely shocking service do not use this company! We moved into a property which was supplied by green network energy, we changed suppliers immediately and received a bill for the period in-between the switch. The bill was paid swiftly to green network as requested with the reference number on the letter. I then received another letter to say I had not paid the bill and to contact them which I did, I spoke to a very unhelpful man who advised me to send a bank statement showing my payment had been made, I was not comfortable sending a bank statement as this is their error to not be able to find my payment in their obviously poor system. The gentleman then advised they would locate my payment with the reference number in their accounts. Three weeks later I received a threatening letter to advise they will be putting a debt collection agency in place if I do not pay the bill. Yet again I call to advise payment has been made, the lady said I could not speak to a superior or manager as I was not a customer!! I have filed a complaint with the company as their systems are obviously as poor as their staff, their only solution was for me to send a bank statement showing payment. Avoid this company at all costs, the most unhelpful employees and inept advice and customer service.

My experience is similar to most of the review s. These guys are thieves and should be shut down. Yes 1 start is generous. No one should go near them.

Very happy about Green Network Energy, good offer, and good service
Cindy

I switched to GNE after having issues with different suppliers. They are easy to deal with, have always kept my payments at an amount requested by me and they always reply to emails sent.

I was unable to change my direct debit details online so I tried phoning GNE but gave up after 20 mins on hold. I then sent an email asking them to phone and chased this up a week later with messenger. It's now 2.5 weeks later and they still have not phoned me :(

No issues with the company so far (been with them for a month) my only negative point is that the app/information on energy use isn't very useful or informative. The company itself does reasonably priced energy prices and they're green!

Was a bit sceptical to start with but has worked out so much cheaper than my previous provider!

Do not use this company!
Overcharged me massively. I'm a young adult living in my home single.


DEFINITELY WOULD NOT RECOMMEND.
Judging by the amount of people who have left a 1 star review. They do not seem to care about customer service.

Amazing company with fantastic way to approach the customer.
I signed a 3 years contract with them for my business and finally I am saving money! The customer service is very qualified and responsible.
Thanks a lot
Cheers
Jane Karoll

Switched to green network emery for a cheaper tariff, that was my first mistake. Since joining in January my bills has gone up significantly.
Recently received emails advising that I had chosen to switch supplier, I hadn t. I contacted GNE immediately to advise that I hadn t authorised anything. Other company had made a mistake, which if GNE cancelled request properly would have been the end of it. Few days later another email, I emailed them immediately, no response (although their email stated they hope to reply within 5 working days).
Few days later another email to advise me I had switched??? I contacted GNE again, very unhelpful? Eventually advised me who had taken over my supply, and down to me to sort out, very angry. Also made me aware that no one checks their email..,not sure what the point?
I have logged acomplaint, could take 8weeks.
I am going to go to the energy ombudsman.
Appalling service.

Poor customer service and each advisor talk different than previous means themselves clueless. Tariff is more expensive than all others and also they charge you exorbitantly for checking their faulty meter although it should be free.

PLEASE AVOID THIS COMPANY AT ALL!



Having phoned my old provider they advised me that GNE had given then an estimated reading for my gas which was curia 3000 units higher than my actual reading. So understanding the mistake this seemed simple to fix. I submitted my actual reading to GNE and gave them a call to them to please forward my actual reading to my old provider, as advised by SP. That's it! that's all they wanted to amend my final payment.

GNE however couldn't have less helpful. Firstly I was advised I was to blame for them supplying an estimated reading to my old provider because I hadn't supplied an actual reading to GNE. Which I had when setting up the new supplier and after a few weeks even submitted a further reading online, where that data went I don't know!

Even with this! The situation could have been resolved very easily. After all I have an actual reading from today that I could give them to correct this! But no! now I am advised they will treat this as a reading discrepancy and that will take a minimum off two weeks to sort out their end, plus however long that takes for them to given my old provider the actual reading. Lets be clear! it isn't a discrepancy! it was an ESTIMATED READING and I was giving an actual reading, which I had a photo of the meter reading, with a time and date stamp and included they meter serial number on it. However I was told this was unacceptable and they MUST follow 'industry standard' to which I asked can I have a reference to that industry standard to quote it to my old provider to explain the delayed actual reading being sent across to them. After being put on hold for about 5/10minutes I was told apparently no one in they company can provide me with a reference to the standard!

That's right the one the GNE MUST follow! thanks a lot! SO now I'm left with a bill from my old provider that they are quite rightly chasing me for, that I can't get amend for weeks and my first dealing with my new supplier has left me feeling that as a customer they simply couldn't care less! I'm sure that will reflect in how many customers actually renew contracts with them to. Looking at they're last filling with the Companies house it doesn't look like they'll be around too long anyway.

PLEASE, PLEASE! stay away! no one needs this unnecessary stress in their life from simply switching providers!

At the beginning my wrong initial meter reading was sent to the industry leaving me with a big final bill from my previous supplier. That wasn't a problem, these things easily happen (I used to work in the joining department for an energy company and had to resolve many of these). However, I was shocked that at the end of the period I was told it would take to resolve, I had to contact to chase rather than being contacted by Green to let me know there would be a further delay. This was a premonition for what was to come.



I was (and still am) incredible distressed by this as I havent been able to afford to put the heating on at all in 2020 since this started. On the 10th Feb (1 month after I had emailed) I had a response - saying my email would be sent over to the smart meter team who would be in touch. I had waited a month to be told my email would be sent to someone else. Now on the 27th February (despite 2 chasing emails and a request for this to now be escalated to a formal complaint) I am still waiting a reply to get anywhere to resolving my problems. It is snowing today and I still cannot afford to put the heating on.

THIS COMPANY WILL NOT HELP YOU AND DOES NOT CARE ABOUT YOU OR YOUR CUSTOM AT ALL.

Extremely poor, nearly non-existent customer service. No contact details to contact them and too overpriced. Inexperienced and not trained employees, utilities are expensive and the readings are not recorded accurately ended up switching company and waited for 6 months to obtain final bill.

I renewed my contract with them for another year. Very friendly and helpful member of staff!

Absolutely appalling company to deal with administratively. Despite having paid their final bill and having statements to prove it they continue to harrass me for more money and with increasing levels of threats and surcharges. Impossible to talk to anyone with a shred of commonsense.

I've been with Green Network Energy for almost one year and so far they have been the best choice! They are much cheaper than other energy suppliers and their customer service has been amazing - my queries were efficiently sorted in one response.
I'm very glad that I made the switch and I'll for sure renew with them.

Can I just say I have been with Green Network Energy, just over 3 months and I love it. I got my bill today and it's so cheap, I'm in credit. Thank you Green Network Energy for saving me money! I wish I'd have switched sooner! Also, the call centre guys are really nice and their emails keep me up to date all the time, the APP is also great! Switch now people and save yourselves a bundle!

An incompetent company, bordering on the negligent. I would not recommend this company to anyone.

I have been with Green Network Energy for about 1 year. Finally, a company that gives a good service, you feel in control over your energy account and know exactly how much your usage is! I usually submit my meter readings online and my bill comes off correct, something that I struggled with my previous supplier.
Highly recommend Green Network Energy!

GNE decided to change their IT system so all customers were required to re-register and set new passwords. Since then I have been unable to enter meter readings online. I can get into my account, but the system for some peculiar reason requires a nickname for the meter! I've never had this problem with any other energy provider I have used. The helpdesk - or should I say 'unhelp desk' took 7 working days to get back to me only to offer no solution to the problem. So I still can't enter any meter readings. Needless to say I am in the process of switching to another provider as GNE obviously are a] incompetent and b] can't be bothered. don't touch this provider with the proverbial bargepole!

Appalling company, aggressively refer to debt collectors after one missing bill, refused to change details online for two years, still being referred to the occupier and the operator was extremely condescending and insulting when speaking to me on the phone to the point of offensive. This is all before you get to the final bill being provided based on an estimated reading that was more out by the total of the final bill. DO NOT TOUCH THESE PEOPLE WITH YOUR ENEGRY PROVISION THEY ARE WOEFUL, their staff are insulting, their debt collectors aggressive and generally not worth the one star that I have had to give them. DO NOT PAY TO BE INSULTED OR REFERRED TO CREDIT AGENCIES.

They are the worst energy provider I have ever come across. They reduced my payments without telling me, and I then asked for my final bill when moving home and my bill was huge.

Absolutely DREADFUL customer services, vague, woolly, cannot deal with a complaint within 24hrs have to wait 10 working days! Very convenient seeing that this would be after payments have been taken from my bank and we would be well into a new fixed tariff! Appear to make things up as they go along, really the most unprofessional service provider ever, dreadful phone line to South Africa call center doesn t help!

In response to your GNE reply...
"Amazing!"... although you're happy to take my money every month for the last 5 years or so!
You could'nt make it up, this company is a joke.

The referral credits they give you are a great incentive to refer your family and friends!

I sent in a complaint 114 days ago. Despite chasing, I'm still waiting. DO NOT SWITCH TO GREEN NETWORK ENERGY

Had problems with my in home display so emailed them but heard nothing back then called them and they told me they would ring or email me in the next couple of days to try and resolve the issue but still heard nothing back, will ring again but took me 25 mins to get through last time. Disappointed!!

Been with them for a few years now, never had any trouble good value good customer service

This is being written by previous account holder Tracey Hutton, (I'm probably owed a large credit) as I don't have a google account it's in my husbands name. Not had a bill for 9 months yet they keep taking what I know is too much from me More

Since joining green network energy I have had nothing but problems. The latest one is that I have overpaid my bills by 65% for the 5 months that I have been with them. I then phoned to reduce my direct debit and recover the money owed. I have been told that not only will they not give me the money I have over paid but they will keep charging me 65% more than I use each month and refuse to reduce my direct debit. I now have the choice of sticking with this terrible company or leave and pay a fee, such a con!

Absolutely shocking energy supplier!
We moved to GNE a year ago because 'apparently we would save money' moving to this supplier!
How ever I have had a issues starting in February 2020 and it has still not been resolved! They do not reply to emails until 5 days later, then they say because it's taken so long to reply I have to submit emails again because its 'been awhile" since the last email! There fault!.

Daryl jones

So far, the worst energy company. Avoid avoid avoid! Hard to contact, hard to solve any problem. I have a issue with them since July. We are in October and I can't get hold of them or even when my issue will be solved. I can't access my account but they keep charging me every month, of course! AVOID!!!

Thanks all for helping me not to choose this company.Very bad.Avoid.

Rubbish service I have been asking for help with a bill due to a severe health condition and not getting any email response or any in writing

Fantastic customer service, easy to get through. So glad I ve swapped!

Unprofessional. Sent our readings for gas and electric via app. 4 days later they then estimated the gas when which was higher than the reading we gave. Rip offs. When speaking on the phone to clear it up the operator on the phone was as much use as a ashtray on a motorcycle. Stay clear

I had moved into a property which had green network energy. I have been going back and forth with their customer care but no one seems to understand although I have attached bills they sent me, which proves I was being charged for dates I More

Superb and economical power company, much better than my previous supplier.

Amazing service!! Good prices!! And would just recommend for everyone looking for good deals.

The worst energy company and customer service ever! they calculated ,u bill with completely wrong figures , I'v sent them meter reading every month but still didn't get the bill , I called them every 2 weeks but no result at all !

Absolutely shocking, they've been unable to set up my account in nearly 3 months yet on the same day they sent me an email apologising for their issues they also send a letter that they are sending round a debt collector for lack of payment. Useless trying to get through on the phone, they've stopped replying to emails - don't go with them, don't trust them. Truly awful company.

If you are currently in the process of switching to a new energy provider, please read this before switching to Green Network Energy. I have been a customer of GNE for the last approx 18 months. In approximately March/April 2020 my gas meter display stopped working, I raised a ticket with a GNE advisor and understandably due to the COVID 19 pandemic, I was informed that no engineer would be available to fix the meter at that time. I have therefore been billed on estimated charges. It is summer, with barely use of any gas, my current readings appear to be averaged across ones gas consumption over winter.

The gas meter remains unfixed to this day.

Without going into too much detail about what has transpired in the last 2 months: here is a summary:
1. If you have a problem with your gas meter, the advisor and manager will tell you that they have contacted "Magnum Utilities", an external company that will fix your meter - upon checking with Magnum myself on two occasions (as I had not heard from their engineers at Magnum) Magnum utilities confirmed they had never received any "tickets" from GNE to fix the meter at my property. This paragraph sums up multiple phone calls and wasted effort on my part to understand why this happened. How does one believe what a GNE advisor/manager tells you ?

2. Do not expect to have any communication from this company - apart from a generic receipt email after submitting a complaint, the complaint teams never got back to me, this is despite the GNE complaints team missing a deadline of 7 days, a couple of weeks ago. There has been nearly zero communication from this company.

3. They will not call you back: despite two promises (and all this is recorded on their system) that someone would get back to me, no one has ever called me back by phone or email.

All the above demonstrate that there is a clear issue with Green network energy strategy on communication, its teamwork and leadership style. It is sad to read other reviews on google about this company. Understandably COVID has caused havoc; however, even 1 gram of communication from GNE or acknowledgement would have been much appreciated.

In summary it is a one way street - my impression is that they have taken money for my gas and electrics, and respective standing charges and in return they have failed to answer my most basic query on multiple levels.

My review is long by all standards, and I acknowledge that my problem is quite small. I have no confidence in this company - had I a major problem - I feel it would have turned out worse with current GNE practice. I am now in the process of moving to another gas company and yes taking my faulty meter along with me in the process. Please do not subscribe to this company unless you are very well informed about their current practice.

so they owe me and my partner 763 pounds not only has it taken them 7 months after changing to a different supplier for them to tell us this but unlike any other company who can have you refunded in 3 days no its 14-16 days with these guys enjoy the interest that much you cant pay people back I would never go back to these 7 months to tell us this what is going on surely they knew before we changed supplier they owed us really nad customer service better talking to a wall

The most fraudulent company in the UK, don't join for any reason on earth !

Worst decision ever made.

Poor customer service, poor communication - staff have no idea what they are talking about. I have been in limbo with a complaint from April 2018 - still unresolved to this very day. To top it off, GNE send inflated bills, with an unclear breakdown of usage.

Avoid GNE at all costs!

Daniel Torres attended my commercial premises and helped me switch to his company. He was informative, polite and professional. I Thank him for his assistance and more so for regularly visiting after to see if everything was ok. Good Job.

Always prompt in dealing with queries. We will recommend to friends and family!!