Gemtel Green Network Review

Joined GNE a few years ago as I wanted a renewable supplier and they were very reasonably priced. Unfortunately the quality of the customer service has massively deteriorated with shoddy administration, no follow up to queries and huge waiting times to speak to an adviser. A year after leaving I m still locked in a dispute over a miscalculated final bill thanks to Green Network Energy s total lack of co-operation with my new supplier, and additionally am being hounded by debt collectors (and charged for their time!) over what is ultimately a clerical error - this after multiple assurances that this would be resolved.

Avoid! Octopus have affordable green tariffs and are a pleasure to deal with.

Tehere are no reasons for me to leave this amazing Company! Great tariffs!

A friend of mine advised me it.. he was right, the cheapest I have found... And the agent was very polite and clear! Definitely 5 stars

Joined them as I've found them on compare the market. It ended up costing me a couple quid more a month, but hey, it's green energy, so why not add to reduced CO2 emissions? However, I am not too happy about them and have now joined a different company. So compare the market only offered a price that was good to them and Green Network Energy (it was 2nd cheapest deal, first being EoN). However, actual prices can be reduced by giving a single phone call, so having a ''deal'' is not actually a deal, it's a scam in my opinion. As it was my 2nd energy company ever, I was not aware there could be prices a lot lower than the ones they have offered. 26p a day gas standing charge vs 16p with the company I've switched to, 19p per day compared to 16. The new company (which also offers renewable electricity) has also offered 3p per Kw lower electricity rates, 1p per kw lower gas rates. After switching to a different company, Green Network energy sent a couple of emails asking to call them to get reduced prices on the tariff, so before switching to them, I'd recommend giving a call first. Also, I've had issues with them regarding my first readings, that either I or them messed up and put incorrect values. Around 10 calls and several emails later the issue is still not resolved, so I won't bother anymore, they can keep my 15 quid. I would not recommend using them, there are cheaper ''green'' energy companies, just do your research and find the best price for you (and don't use comparethemarket) .

NOT RECOMMENDED!
Absolutely appalling customer service! I have never spoke to such rude and disingenuous people. The call centre staff seemed to have no idea what they were doing or how their system worked. They also cut me off before I could confirm what I need had been actioned. I will no doubt have to call back to raise a complaint as i don't believe my request was processed.

I switched to this company after being with Scottish Power for years. I only switched because they were expensive.
Oh I wish I hadn't. The app is useless and I cannot get in to it to see my first bill. I am due to pay my 4th direct debit tomorrow but have no idea what my bill is.
I certainly do not recommend this company.

Great company! I was worried at the beginning but afterward, I truly recommend it!

extremely straightforward and very reasonably priced. Iam totally satisfied with Green Energy. Thank you

Cant log in online into account, states url not found.
App does not work either.
Soon as my tarriff is up will be leaving this company.

DO NOT USE THIS COMPANY. they will give you cheap rates then triple them over night then keep on sending you bill weekly. Disgusting

Cheap 2 year fixes, great app. Customer service is ok, but sometimes takes a few phone calls to get what you want.

Utterly hopeless. These people have absolutely no idea how to manage a customer relationship.

We joined just over a year ago and haven't had a problem at all. They recently changed their way of logging on to account online but I found it simple enough. I last phoned them in the summer; didn't have to wait long for a person to answer and query solved in the one call. I've recommend Green Network to a friend in the last few days. I'm only here to read reviews of others and then though our experience could be useful.

Thought I would try one of the smaller companies and do far it's been very poor. Terrible customer service. Avoid

Very poor customer service response - I moved house and had to cancel a planned switch to green energy network. Notified them but they proceeded to take money from my account - no big deal initially until the promised refund did not happen. I ve been promised the refund within 3-5 working days repeatedly but it fails to happen. Looks as if I ll have to go through the ombudsman to get the money returned. Also for info - Their complaints phone line is no help it puts me on hold and then disconnects after about 2 mins wait.
Very disappointing

Worst customer service! They have no idea at all what they're doing.

tried calling with regards to my account, no answer. I habe been waiting for over a hour, most likely asleep

If I could give zero stars, I would. Absolutely awful from start to finish. Monthly payments started off really low then almost tripled. Totally unacceptable in my opinion - the difference was far too vast. After the massive increase, my More

Awful put up direct debit without notice...no customer service whatsoever ever awful. Keep away if possible.

Terrible. I switched to these guys in June. Due to breaking my arm and losing income, (self employed) I also had to move out of my rental. I knew there was an exit fee and that was ok as I hadn't expected to have to move out.
However, turns out the readings I had given from my smart meter (installed by Eon) were in kwh not units. This was pointed out to me by my previous supplier, Breeze Energy, when I gave them my closing read online. Tom at Breeze actually called me to tell me my reading seemed excessive. He was incredibly helpful and had my bill sorted within hours! I wish I hadn't switched!

I spoke to green network energy and they said I need to dispute the opening reading and it would take 6 weeks to sort it all out. I thought this was a long time. They told me that the disputed readings need to get sent off to get sorted and industry wide it takes 6 weeks. Foolishly I believed them. They told me I had to give them more readings at 2 week intervals so they could confirm the readings I had given them. So with my broken arm and no money, I had to travel back to the house I had moved out from to get more readings for them. I did that. Still no changed bill. They said 6 more weeks.
It is now December. I have emailed them (no response) and phoned them many times. They make all kinds of promises and reassurances over the phone. "The bill is on hold, it won't affect your credit rating etc etc."
This morning I had a phonecall from a debt collection agency!
I rang green network up straight away. They say they have escalated the issue and will work to resolve it. They have said this before.
DO NOT GO NEAR THIS COMPANY.
They are unable to sort billing issues at their call centre. Issues need to be sent to an office in London to be dealt with. You cannot contact this office.
Horrendous customer service.
Stressed out and I have no idea what I can do.

Can t get a final bill right, then take the money anyway even though dispute raises and it out fault the person didn t do their job right. Complaints and call centre of no help you have to do all the sorting for them

Update only 4 day overdue contact from your complaints team after being promised contact last week. Working well can reply to reviews but not actually issues of there causing top priorities

I have recently switched to Green Network Energy.The whole process was so smooth. Green Network Energy did all the hard work.

Trying to charge me more money 1 year after I have paid my last bill, that was already rectified at that time for their mistakes. Thieves @

WOULD GIVE MINUS STARS IF I COULD!!!!
Where do I start?!
Unfair leaving charges, ignoring of emails, massive lack of competence.
I joined GNE last October but sadly had to move from the property, suffering with Kidney failure and being unable to work, it meant I couldn't afford to stay there.


WHY WON'T YOU REPLY TO MY EMAILS?!
Also, be sure to do what I did and send meter readings via the app AND email. Cover yourself In every area with this shambolic company, the chances are you WILL need it for an inevitable dispute at some point.
This company should hopefully be closed down and has caused me a great deal of upset and unrest. For a person in my position, this is horrendous.
Will be printing this in several magazines and review websites/social media and am preparing a case for the ombudsman to review.
PLEASE DO NOT LET THESE FRAUDSTERS HAVE YOUR CUSTOM. I BEG THAT YOU PLEASE LOOK AT OTHER RENEWABLE ENERGY SUPPLIERS. SAVE YOURSELF THE GRIEF!

It seems to good to be true, we moved into a new property and changed to green network energy, the rates was great, the customer services was wonderful. After 4 months we were still getting bills from the previous supplier demanding money More

I have been with Green Network Energy for the last year, I'm impressed with their website and portal, everything is well laid out and plain speaking. Today I had a gas supply problem and I was appalled by the response I got from customer service

Today my Gas supply went off repeatedly, staying on for only 10 minutes between resets. I could restore it temporarily by following the instructions on my smart meter. when the smart meter message displayed "credit Off" I had no gas, when the smart meter displayed "credit on" I had Gas.

Most people when given this information would conclude that the problem was with my gas meter (I'm on a regular billing contract my meter should always be "credit on")

In my dealings with Green Network Energy customer support today I can honestly say this is the worst customer support organisation for an essential service I have experienced in both my personal and professional life

I had to make numerous phone calls (each time waiting for up to and more than 20 minutes to be connected to an agent) considering that metering is an essential part of the supply contract with GNE I found the responses from agents varied from plain ignorance to belligerent disbelief,
It took me 4 calls and two request to speak to a manager before GNE acknowledged I had a problem with my meter, that it was their responsibility and they would do something about restoring my gas supply

Call 1
I was disappointed when the first service agent I called failed to grasp I had a meter problem, and issued what I came to recognize later as the company mantra
"please contact your distribution grid operator"

Of course I contacted my grid company (National grid) they were very helpful, they talked me through a process where I pressed buttons on my meter and noted the responses I described to them. They confirmed that the problem was categorically with gas meter and this is the responsibility of my gas supplier.

Call 2
disbelief from the the agent and an extension of the mantra
"please contact your distribution grid operator and obtain a job number"
I voiced the opinion that National grid were unlikeley to issue a job number as it was not their problem, guess what the response was ..... disbelief

Off course I called national grid again and they confirmed they could not issue a job number because it was not their problem

Call 3
I went over the problem again and asked to speak to a manager, A manager was not available but some how one was contacted and after holding on I got second hand acknowledgment that the problem was with my meter and I would get a call back within the hour

!!!!! 2 Hours later I mad a call

Call 4
Finally I get to speak to a complaints manager and from then on I receive the level of service I should have got when I made my first call 4 hours earlier

I spent a total of 2 hours and 27 minutes ( much of it holding or waiting ) on my phone before a relatively simple problem was acknowledged and acted on

disappointed doesn't cover it !

I'm sure incidents like this are rare but when your gas or electric goes off you need to know your provider will give you a good level of service.
I have received appalling service from GNE today.
I recommend you make a trial call to the service line yourself before you sign up, how long will you have to wait for an answer?

Hopeless.
Sent me totally incorrect bills..customer service is useless..never pick up the phone..standard emails.
I woukd avoid this company

Pleasure to deal with, first class service, accurate and simple system!

Great price and easy to set up. Keep up the good work!

Very messy to deal with in respect of correcting wrong estimates and then adjusting with actual readings. In the end the bills seemed almost impossible to calculate/verify.
Very slow response times in dealing with email complaints.

Have charged me through covid pandemic. I informed them of my disability and incapability to call without a carer and yet they still continued to raise prices. I'm sorry if you aren't aware there's a pandemic and how disabilities affect your customers. I got my carer to switch provider and my carer has been trying to contact about payment of what was owed but you refuse to talk to a carer. Disgusted. It now says I owe 500 insted of 230. I don't recommend. The app is also so broken. Says you can pay online but it never works and you always have to call to pay.

Why use call centres in other countries who can't understand what you're saying? Pointless.

Also, how am I in so much debt when my usage was calculated by yourselves from my previous years usage! Criminal.

Absolutely shocking company. Rubbish customer service never anyone available to resolve issues. Ongoing dispute now for over 3 months still unresolved. DO NOT USE this company unless you want a headache every month. If no stars was an option they would be getting just that!

I ve rang them on 3 different occasions and waited well over 30mins for someone to answer the phone and as soon as they pick up they cut you off.

We started with this company in October 2018, had no issues thought they were very reliable, however they have decided that they would change my direct debit from 67 pounds to 253 pounds without reason, contacted them to ask why and they More

My old supplier enjoys to email, and drop bombshells to the elderly about increasing you supply, friend recommended, green, no hassle, notify your old provider, sorted....

I just enjoyed Green Network Energy. Even it is too early as first step but as I could have seen the customer service is really helpful and friendly.

Seems like a good, honest, no frills utility company. No complicated Bill's or tariffs. Been with them for a few months and had no issues.

The worst and most dodgy energy supplier I have ever know. PLEASE DO NOT SIGN UP TO THESE SCAMMERS! They steal money from you.

I would def recommend GNE to a friends and family! They are the ideal supplier for everyone in terms of prices and interaction with the customers.

If I could give zero stars for the company I would. Worst utility company I have ever dealt with.
I send monthly meter readings & they ALWAYS send estimated bills. They re-issue bills but do not send credit notes for incorrect bills. They then take money out of my account when it is not owed! Have requested credit notes several times, latest email tells me they have issued them! No!, they have sent me INVOICES again!!
Shocking service!!

Great service. All was fine with Silvio. Happy with them.

Personally, I think GNE is good to deal with, it is still possible to speak to a real person. They respond to problems appropriately and managed to supervise quite a complex series of changes we needed to make, although they were a bit slow to respond at one stage. Overall, I have considered them a good company to contract with. I like their business ethic and I will probably maintain them, even though there are slightly cheaper options.

Really helpful, their services prices, and ethics are irreproachable.

AVOID - They will steal your money

It might be easy to switch to them, but they will fleece you when you leave.

I entered my final meter reading for both gas and electricity - the electricity reading didn't register (the customer service agent admitted that their site has problems with the chrome browser).

I received my final bill and they had estimated my electricity reading (funny how they always over estimate isn't it?)- ok, fair enough, mistakes happen. I phone their customer service line to give them the accurate reading - I heard nothing and they debited my account anyway.

6 weeks later, still nothing so I contact their complaints team - they say they cant change the estimated reading (more like wont) - complete joke. I wonder what would have happened if they had under-estimated the reading - 'oh don't worry, we can't change it, we won't bother charging you' - hmmmm, not likely.

Its not an exaggeration to say they stole money from my account - charging me for electricity i didn't use when I contacted them to tell them the mistake and refusing to rectify.

My advice:
1) DO NOT move your account to them - you will regret it at some point.

2) If you are leaving CANCEL YOUR DIRECT DEBIT - It says don't do this and I didn't trusting that they would do the right thing and they didn't - they just stole money out of my account.

Oh, by the way, their customer service is appalling - just ignoring customers then stonewalling them. Terrible company.

Best move we have done in a long time excellent service and have recommended friends to try them too!

Customer (dis)service is terrible, argues, will not listen, even when an agreed course of action (sending details in an email) it does not happen. Cancel Direct Debit BEFORE cancelling contract. I left at the end of March, I'm still being threatened with Debt Collectors! AVOID

Fair prices. I have been with them in the past 2 years so far!! I truly recommend it.

Terrible Service. Billing was wrong consistanly and once left they held on to the funds I was in credit adamant that thay had paid the fund back over a month ago which they had not eventually they requested a copy of my bank statement as proof I had not received the money and even then arguing about the refund. Would not touch them again !!! Be warned

Fine at first, but suddenly monthly D)D changed to pay them more, but can't contact them via live chat or via phone, avoid this company at all costs.

Brilliant company!
Used this company for the first year when i bought my house, i was a bit worried at first as i hadn't heard of them before but i had nothing to worry about! From the start they were very helpful by guiding me through the process and updating me whenever possible
Never had any problems, i left this year just due to another company coming in at a lower cost, but i was in credit so they told me i would receive a final bill within 6 weeks and be refunded, they've processed it really quick and I've been refunded within 4 weeks of leaving them.
Anytime I've emailed them with a query they've got back to me within a day or two and have been very helpful!

Left them on august, just after finding a better deal (I went with Bulb, good so far)

They invoiced me in the same month, asking for double what I usually pay, which I did understand after looking at the breakdown.





I feel they are making a point of trying to punish customers who are not able to pay their bill in full and are clearly not willing to work at all with their customers even to the most reasonable suggestions.

I'm trying to get a final response from them so I can escalate their behaviour to the utilities ombudsman, but even toady when I've called to try and resolve the advisor told me first "you'll have to wait for a 4/5 day callback" and seemed insistent on telling me that I couldn't wait for someone to resolve. After insisting I wanted to resolve today they finally put me on to someone from the complaints team, who seems to simply be fixing the error and doesn't really seem to understand the nature of her business's conduct.

I signed a contract for my shop, I had a very good contact with an agent from the company, he helped me about the calculations, the prices are competitive, much better than my previous supplier.
Very happy, I recommend

Got a decision from the ombudsman and they had the figures wrong. Was given 1 day before the cas was passed to debt collection after the day I received the corrected bill. Deliberate aggressive company did this because I held them until the bill was corrected. They know I have autism, and they knew that debt collection would cause me distress as I have worked hard to keep a good credit record s I dont have to be exploited for rents. Crooked. Sell you a cheap tariff then put you on something else. They have telphone evidence I was told I was on their cheapest tariff. Because I have autism they deadlocked me, prefering to call me aggresive etc. (They just want the money and to get it from soft targets their software has highlighted, just like the insurance companies do).

Guaranteed to get you into debt - avoid at all costs. All previous energy companies I've used allow me to adjust direct debit so debt is not a problem. Not so with green energy. They set my DD low when I joined them. I'm now approaching More

i was overcharged and it took them 4 weeks to make a refund , not happy , i had to call 3 times too .. answering approx time 7 minutes on a good day . avoid !

Website has been down for a week. Security breach apparently, does this mean our data is up for sale now. Nothing in the news. Can't pay my bill because the phones are busy. I've been on hold for 30 minutes so far. Shambles of a company that is Italian owned.

Super Energy supplier, would recommend. Excellent customer service, very knowledgeable. sorted out an issue no other supplier could. keep up the good work.

Prices are Good but customer service is very poor. Staff are not trained properly. Take days to get through to custmer service if you can without being cut off. Tried using customer care email as they suggest got a reply three weeks later asking us to call them all I wanted to do was change billing address as they had address wrong on system, madness.

I am the owner of a small restaurant in Great London. I am very satisfied with the customer service which was provided to me. After these few months I pay less. I am very happy with the Green Network Energy.

Utterly dire "customer services". I have been trying for over 6 weeks to simply get an answer from them about how to report the death of an account holder. They take weeks to respond to any email whether it be their "care" or "complaints" addresses. Quite dysmal. Still waiting now.

AVOID!!!

I was charged late fees without being notified of this at all. Late fees had built up over 5 months before showing up on my bill (which we paid monthly), I was not advised of these fees by post, nor over the phone, despite having spoken to the company on multiple occasions regarding different things. They did not communicate at all that we were making our payments later in the month than expected, and so we were under the impression everything was fine.

My arrears were then forwarded to a debt collection agency, again with no prior warning. Upon contacting GNE after having opened the letter from the debt collectors and the most recent 'bill', which were both sent at the same time, they told me of the arrears and said they had sent 3 letters regarding this, since the beginning of January. I had received no such letters, and when I informed them of this, I was told I 'haven't been opening my mail'... even though I was literally reading a letter from them I had received that morning.

In the end, because of the hassle, I settled the bill with the debt collectors and in the same hour switched to a different utility provider - a provider with MUCH better perks and customer services!

Lack of communication, and abysmal customer service. Con artists!

Amazing Price! I'm really happy to join this supplier! I was approached by one sales agent and to be honest, it was hard to reject such a great quote. The quoted price will certainly help me save, I have just signed up for 2 years.

I realise there have been some issues with the app as of late which in all fairness has reflected in some of the the poor ratings since circa the end of October . Since my last and as from yesterday the app is now functioning and may I say what a delight it is to use. It takes you straight to where you want to be, i.e. bill info' or meter reading submission. In most instances how unfortunate to get the negativity you received, and I suspect the recent glitch gave you a poor public perception. I believe however you make a genuine attempt to put things right. Moving forward, keep your prices competitive.. I'm happy so far..

Absolutely by far worst company I have ever dealt with. Simple request asked 4 times could not be done by them - not because their were issues because the staff are lazy and don't do things properly. Promise call backs and don't follow through - avoid like the plague

Terrible. I have used quite a few energy providers in my life. I choose by price and this time thought, green, must be nice. They took one full month's payment on signing up, another one two weeks later, and a third four weeks after that. I call and explain I will not be able to pay my mortgage if they take another payment, the fourth months worth in 10 weeks, and given it is summer, I am not using any gas at all. I was on the phone for ages trying to explain, going in circles while customer service announced happily that I was so much in credit, hurray, what good news. Now I waited to speak to the credit department another five minutes and they are not available. Wasted half an hour, nothing possible because the direct debit which is set for one week from now cannot be changed. I asked for a refund, and apparently they can't do that - strange as other providers have no trouble with that and are willing. He told me to speak with my bank to beg for a mortgage hokiday if I can't pay my mortgage due to the providers issues. Ridiculous. Don't go there. Choose another provider.

Amazing! Much lower bills than with my previous provider!

I recommend this company to everyone!

Absolutely atrocious company. Do not sign up to them. The cross-department communication and complaints process management is non-existent. I have called over 20 times, raised multiple complaints, received multiple commitments that my issue is being looked into but absolutely noone has done anything for 12 months! I have had and continue to have a faulty electricity meter, nothing has been done to fix this and I have no choice but to leave to another provider. I have been significantly overpaying on my usage as GNE have based my bills on ludicrously high estimates.

Save yourself the stress and go for a company that's competent, compassionate at a time of need (I am a NHS key worker and can little afford to stress over something like this) and willing to fix the problem.

Smooth xfer from SP, app is good, prices reasonable. However, will have to check when bills arrive !

Tried to switch to them, temporarily blocked by outfox the market, switch was cancelled by green network energy so have to start again. Useless waste of time. Phone waiting time over 20 minutes.

So so poor. As has been stated in other reviews you cannot submit a meter reading on the app despite them texting you asking you to submit a reading! Forget trying to phone them as they don't answer. I've noticed with other reviews they reply saying how 'sorry they are' but don't actually bother to sort out the problems! They really shouldn't have a licence to provide electricity as they fall way below minimum standards required. I bet Ofgem are kept busy by this lot!!

For an organisation with such a high Trust Pilot rating their ability to provide the basic service of answering the phone is appalling.

I am so glad to have GNE as a supplier. They have an easy website and you always know where you stand with your electricity and gas use. Highly recommend!

Good service and all question answered!
The best customer service I've experienced with any energy supplier for my business! No fuss, no arguments, just friendly. I felt they really listened to me and having our own energy consultant taking care of the business throughout all of the processes is excellent!

This company charged me twice every month for a few months, and even after multiple reports and long calls with them, the problem is still not solved.

I am currently holding 2 accounts for the same property, (I have no idea why it happened. I have been paying the bill since I moved into the property. And 2 monts later, they sent a mail to register the account. So I called them to register and sent them tenant agreement) linked to the same gas counter. Therefore, I am doubly charged for the same usage of gas.

One has sent me that it has been overdued the period from June 30 to July 31.
However, I have already paied for the period with the other one. Also it has 30.78 credits since I overpaid(paid 89.95 pounds for the period 01.06.2019 to 14.08.2019. Which was supposed to be 59.17 pounds. That means, It has charged 30.78 pounds more)

I am very sick of their customer service.

Although you have sent me several e-mails and I originally created an account your system does not now recognise my e-mail address. You have asked me to create a Portal which I cant you have also asked for my opening meter reading which I cant supply because not only I cant send you an e-mail but you don't answer the Phone I have tried several times to phone you, the last time hanging on for one hour without a reply. I have now sent you a letter which I suppose will be ignored. If however some one does pick it up and decides to respond, I have included my telephone number as I would like to speak to a human being,

An excellent web site and prices. Very easy to use.

I have just renewed my contract for my 2nd year. No problems whatsoever

So easy and quick!

I'm with Green Network Energy for 1 year now and I just have nice things to say! Great Customer Service, available anytime for my inquiries. Well design bills, from where I check my usage and my costs. The app and the website are also a plus, I can quickly submit my meter readings and access the Help Centre.

Cheers GNE!

Terrible customer service. My wife passed away two months ago from Covid which has been dreadful. I had a letter from GN on the 15th January to say that they had been notified that I had died! We called GN and spoke to Vernon who said all he could do was put a complaint in and it would take 5-10 days! That is bad enough as it is. Today 26th January having heard nothing I spoke with Gerry who acknowledged my previous enquiry but then said he would have to raise another complaint and it would again take 5-10 days. Despite the awfulness of my situation and the that I needed a copy of a utility bill for identification for my solicitor, there is no compassion or ambition to get this problem resolved. I have tried to find a corporate office phone number to call but there is nothing, clearly the senior management in GN hide from dealing with real customers. Please someone call me as soon as possible to help me. Thank you

I have been with most of the energy suppliers over the years, I can honestly say Green Network are by far the best I have experienced! Great customer service.

Might be cheap but it comes with good reason. Poor customer service, taking over a month to respond to a simple email and then failing to follow through with any of their promises and attempting to pass the issue back to a previous supplier.
I will be more than happy to update my review when my issues have finally been resolved.

Very disappointed with this company, but only because of the difficulty in getting hold of a person. I moved house and did not get my refund of the credit on my account, I should not have to chase this and it should be automatically done, other than this prices very far

Competitive prices and always helpful for any issues! So glad to have them as supplier

I have been a customer for a long time. I have moved house and passed on details for the tenants so there is no interruption to Green Network Energy receiving payment. They still charge an early exit fee even though there is only four months to run on my contract. This is really poor. I am now telling my tenants to move provider. And they sent a rude email saying that I had cancelled my direct debit - of course I have. I have moved!