Gemtel Green Network Reviews

No customer service whatsoever, only out for the money.

My experience with the company was terrible and customer service was awful. Three times I called to tyres to set up the direct debit and each time the staff did not process correctly. There is no online payment facility so you are at the mercy of the call centre staff. To make matters worse the operational hours are when lots of people will be at work. Bills went missing frequently in the post and statements I requested were not received giving little confidence in the amounts I was paying. Dealing with this company was stressful and time consuming. To make matters worse there are lower cost providers out there.

Excellent company, very helpful with quoting, and very efficient and polite customer service! Liked and shared!!

Shambles of a company, I would not recommend GNE to anyone. They have repeatable demanded money from me without sending me any bills to how they got to what they are requesting. Several hours on calls to the customer service has got me More

This company is so hard to get hold of when you have an issue, could not find a contact number, got one in the end from another company who keep getting calls, called it and still on hold for 30 mins, .
No email addresst ask for help!! Frustrating

Outstanding service. It was easy to switch my old supplier to Green Network Energy without too much of an issue. The Energy Consultant who visited my business, told me that my previous provider was charging me a bucketload more, compared to their rates! Thanks guys, glad I found you!

They have amazing rates for the energy but the moving / exit clauses are not nice at all, so is the poor customer service via online which never responded, and also when gave them a call, they have asked to call them again. LOL the service is a joke.

the swap from previous supplier has been appalling. I am 4 months in and still not complete and no bills have been produced. I would not recommend swapping!!!!!

Everything started off fine for the first 5-6 months, then all of a sudden our bill pretty much doubled with no warning. We contacted them, didn't receive the "excellent customer care" that they promise, instead we were on hold for over an hour, were told the issue would be sorted and the credit would be added to our account.
Credit was added to our next bill, but the price didn't go back to normal, and instead they kept just adding the difference as credit that we couldn't use.
After a few months of this, enough was enough, we decided to switch energy companies as we were getting no where with GNE. Our final bill was then a massive 5 times what we were originally paying, even after apparently having all of our credit taken off the bill. What an absolute joke.
We are currently trying to rectify this, but again, we're spending hours at a time on hold, couldn't even get through to support, but after another hour on hold we were eventually able to make a complaint, who knows how long it will take for them to reply and resolve the issue.
We will definitely not be switching back, regardless of their quotes in the future. Very disappointed and frustrated with the service.

Appalling Company, switched energy providers but still had to pay a massive end bill as I did not want my credit rating further destroyed or be referred to a debt collector!

The worst energy company I have every been with! After being with them a year, I got my final bill which was a very high amount! I contacted them to sort out a monthly direct debit to pay it off and every month I have to ring them up to sort out all the issues they have caused of myself trying to pay off this final bill!

They take money without any knowledge of it coming out of your bank account and say they will give you a refund but never get to see it! It also seems like they don't have a clue about what't happening with your account every time you ring up! An appalling company and I wouldn't bother attempting to join them for your energy!

I ran through a price comparison website based on medium usage for two people which is totally accurate as we both work full time during the day and don't have the heating blazing or have particularly high electricity usage, we watch a lot of TV but as we know they're a lot more efficient these days. Green Network Energy came out the most competitive for fixed monthly plan so I signed up. Happy days.



These guys are under quoting on monthly payments to gain new business so be very wary. What you're quoted won't be what you end up paying.

Would give less than 0 star if possible. The worst company ever for customer service. Phoned at 5pm with meter readings and told there is no one there that can take them despite the fact that phone lines are open till 6.30pm. Prior to that was disconnected 4 times and then kept on the line waiting for over 30 minutes when I did get through. Absolutely ridiculous.

Switched to for 'cheaper energy' don't be fooled! Terrible company with poor customer service, takes an age to get anything resolved and still after 12 months still not resolved! Would rather pay double than deal with this shambles ever again

Interesting that with an overall rating of 2.9, the only reviews you can see are the 5 Stars review. Perhaps, after such wonderful service they have relapsed?
My complaint is that as a Letting Agent the LL has asked me to resolve what they believe is an erroneous bill. I supplied the correct meter readings and details of both the new tenant and previous tenant. It seems that this information has ben ignored and the same bill produced.
Spoke with Gary who refused to discuss the matter because I was not the account holder (who incidentally is 78 years old ) but yet was happy to take the account number and address of the Landlord before telling me he could not help me . Why just not ask that question before asking for that information and then stop hiding behind GDPR.
Secondly, I had given Green Network Energy the information and asked why it had not been actioned. I could not get that questioned either. Thirdly, the information supplied to Green Network was by the tenant, so the Landlord details are incorrect. Gary suggested, so the account could be discussed, that I phone GNE with the Landlord in my presence. Not easy for most lettings agents as Landlords often do not live locally.
By asking the Landlord to call me regarding that account broke GDPR by admitting the presence of the account.
Had to ask 4 times to speak to manager. Eventually passed over to Katie, the Complaints Manager who then made an attempt to resolve the issue albeit being kept on hold for 10 minutes at a time. Returned to call and stated the Landlord had given his details but did admit when pushed that the Landlord only gave his details so he could discuss the account himself ! Conceded, last statement was misleading.
Final comment to her was not to ask how a disgruntled/angry customer was feeling today.... from previously working in a Customer Care department for a Plc, not the best question. No surprise such a low google rating.

I have received a fantastic service from Green Network, signed for another 1 year :)

Absolutely awful customer service and online system with constant glitches. Over the course of a year I had four major issues with my service, the customer service team is disorganised and are not responsive to problems. I've spent too many hours chasing them - do not go with this provider.

To the response on 1/5:
Yes, and the bill is incorrect! I tried to call today and your computers are down so will have to call back again to sort out another of your errors.

Currently been on the phone for half an hour...this is the 3rd call trying to arrange a revised bill......i am waiting for a complaints manager to be available.........i expect they are very busy !!
I first rang on 6/10/20 to submit correct readings and get the correct bill..........second call on 28/10/20 and they claim there was no evidence of the call on the 6/10



email confirmation of all this hasn't arrived yet...but fingers crossed

i am glad this is finally sorted out and cancelling the bill was a nice gesture but really all too late
i will be leaving GNE as soon as my tariff allows and will be shouting from the rooftops for people to avoid them like the plague

i will add that all the different people i have spoken to on the phone have been fine, polite and seemingly helpful........but i expect they are limited by a system aimed at maximising profit and beating customers into submission regardless of the overall situation

Congratulations GNE.........you are the worst energy supplier i have had to deal with in over 20 years

Haven't particularly had any issues directly with this energy supplier however their subcontractor "Magnum utilities" are fairly shocking.

We were contacted about having a smart meter installed. We did not initiate this. We were called, texted, emailed and written to to confirm that it would be installed today.

Have moved everything out of my cupboard and they have not turned up. It takes 2 mins to have a Google of Magnum utilities and it seems this is fairly common. One woman advised they lied about phoning her and also emailing her when they didn't turn up. We have certainly had absolutely no communication.

Won't be chasing it up. Can't be bothered with the hassle. Appalling.

Once again, still no bill received after submitting 4 weeks ago!!!! Also changed to a better plan and still charging me the same. Impossible to contact on the website..... Can someone from Green Energy please contact me to put this right asap. Very disgruntled.

Good customer service, good prices. I recomend this company

As New customer so far there has been no problems, and their website seems straightforward.

Terrible rip off company. Offer low rates and then massively increase what you pay. AVOID AT ALL COSTS!

app is very basic and working fine but if need to get in touch its nearly impossible as I sit on hold of 30 minutes plus and nothing, more calls I have tried with no luck, simple thing I need to change date for DD seems impossible task! Get more staff!

Actual switching to Green Network Energy went smoothly and I was impressed. Logging into my account for the first time and submitting my first meter reading was a challenge and it was impossible to get through to the company by phone. Several emails were sent to their 'care' address but there has been no follow up by them. Rates appear good but clearly more staff needed to deal with queries by phone or email.

Excellent energy provider and I don t think I ve ever used those words together before! Much cheaper than our previous supplier, very easy to switch. GNE is great with communication. Keep me up to date with exactly how much I have in my account with them. I am able to easily submit (no complicated login needed) a meter reading too. what s not to love?!

Changing suppliers was made easy, only time will tell if this service is maintained.

Disgusting company wouldn t even allow staff to honour the 2 minutes silence for the war dead on 11th of November. Whatever you DO NOT SWITCH TO THIS COMPANY they claim their customers are family but you can never get through on the phone and they do not respond to emails, at least with british gas they peovide a service i would rather pay more for my energy than give my money to a company with no morals

Smooth easy switchover. Saved hundreds of pounds by switching. Website works well for giving readings. Switched my parents too. I switch us every year to the cheapest supplier.

RUBBISH!!!! EVEN THOUGH I HAD CHANGED TO A CHEAPER PLAN, I WAS STILL BEING CHARGED AT THE HIGHER OLD RATE.

WHEN I POINTED THIS OUT, THE BOLD FACE PERSON ON THE PHONE HAD THE CHEEK TO ASK ME IF I WANTED TO KEEP PAYING THE HIGHER RATE OR MOVE TO THE LOWER ONE ..........NO WORDS!!!

Reliable service, transparency... Up to now I am fully satisfied

Renewed my gas contract with this company after switching from an overpriced energy company and I have no regrets :)

Rubbish tried to set an account up twice.
Keep ringing to find out about my account nobody knows. Staff have no idea what's going on there asking every 2 mins whilst putting me on hold.

I had good experience with Green Network Energy. I am a customer with them for some month. I never had a problem with my electricity and the customer service was good.

So.. they quoted me a really low renewal price, then raised it after via email after confirming that I'm in an 18 month contract with exit fees applicable and won't respond to my emails...Managed to get them down to a fair price but it's still a bit dodgy really isn't it! I'd keep researching other companies if that's why you're reading this!

I am sorry I thought green energy was the best, today I regret for switching to green energy, I feel cheated and bullied. Now I am disappointed and made to pay more than agreed, this is my experience.

Very professional to deal with. Good customer service!

Simple online account for meter reading and viewing statement!

I've found Green Network to be efficient and fair. If our bills turn out to be more expensive than first thought it's because our usage is higher. I work in the sector and after pricing the unit and daily standing charges for residential supplies I've found Green Network to be the best priced.
Customers - never be fooled by the monthly DD charge. You are paying for what you use, at a unit cost. That's what you need to look for not the monthly standing charge. Also keep sending in your meter readings and you won't get a catch-up bill because your bills were under-estimated. Compare Green Network unit rates for both gas and electricity and you'll find they cost much less than other suppliers and in addition they are Green.

I joined GNE in 2018 after reading good reviews about them and seeing they're competitively priced. So far so good!

Avoid this company at all costs a bunch of cowboys customer services is a JOKE they do not listen to their customers in any way shape or form my complaint was on going for over a year. WITH NUMBERS OF EMAILS AND PHONE CALLS please do not sign up to this energy company.. they are the worst energy company they are the worst energy company I have ever dealt with in my life.... Good riddance

I think shifting to renewable electricity is the right move in 2019 and I am happy of the service I'm receiving so far :)

This website is much better than my previous company which was included in the top 6 energy companies. So far so good!

Rubbish , undercharged me for a year without telling me so my bills were actually very expensive and could've got much cheaper elsewhere. Ended up with final bill at the end of the year of over a hundred pound with no explanation or warning so has left me very short money wise . Hard to get through to them on the phone and I spoke to 3-4 people who couldn't explain why I owed that much in about an hour's phone call . Won't be going with them again and I advise you to do the same !

Further to my review three weeks ago, we have still had no response, let alone refund, from Green Network Energy - other than automatically generated emails promising a reply within three days, then five days, then seven days - and that was over a fortnight ago!
In response to my last review, the ''owner'' replied asking me to make contact - chance would be a fine thing!! Have just spent over half an hour AGAIN listening to the usual irritating music, interrupted by recorded messages saying ''thank you for holding, it shouldn't be too much longer now'' REALLY? Appalling customer service

Very easy and straight forward, specialy whith the hel of Ana. Thank you very much.

Never seem to answer call, trying to pay a bill, but I end up hanging up after 20 min or so after losing the will to live.
Since bill has been issued I've been charged for not paying, have spend hours on hold trying to pay.
Cant pay on the app either,

Very bad customer service was told 6 times there home moves team would contact me to set up an account as I just moved inn this house 2 months still nothing spoke to manager and was yet again told home moves team will contact me so went with British Gas glad I did as they are so much cheaper we need to boy cott this company then hopefully they will change there customer service

The customer service is brilliant! I cannot complain.

Website is a total mess. Trying to get a quote and pages are so glitched you can't move forward. Help pages are useless. I just want to see the tariffs and completely hidden. Useless. It's the only energy site I have had problems on.

Over priced, never answered the phone, terrible service.

I have never needed to get through on the phone. The switch went 100% smoothly and all details show on line and very easily. I would recommend totally.

Been with them for around 6 months and no complaints so far

I have chosen Green Network Energy principally on price and customer service. I have just renewed with them for this year because they cover all my original criteria

Nice experience with this company, I got renewable electricity at a fair rate for my business. In terms of customer service, my account manager was very responsive whenever I had an issue. I renewed my contract for the 2nd time this year and would definitely refer them to my friends!

Stay away. They don't input meter readings properly. They will over charge you. Then you'll have a nightmare trying to get your money back. They seen to think its acceptable to put on dunning fees when they are the ones that also messed things up.

Ridiculous company over priced. Shouldn't be allowed to so the job there doing

This has to be the worst company I have been involved with and I don't mean energy company I mean any company. They have the worst customer service department I have ever been involved with any query you make or a compliant they advise you More

Never sent my bills then when I left dropped one large bill with early leaving fees what a bunch of cowboys Avoid this firm at all costs

The worst energy supplier you will ever find. My sister switched to them, they took off 68 pounds direct debit. After 8 days electricity and gas went off and they kept the family without power for 9 hrs. Do not even think they turned up to sort of the problem. Avoid them like a plague

Awful company. Customer service is none existent. They have charged me twice! For the same adress and same period of time. They set up two seperate accounts for my house (before I moved in) and when I went to settle the payments they overcharged and then tried to charge again. I have been following this up for over 2 months now and each time they have lost my details and info. They still however, manage to send letters for debt collection but not to resolve the fact I have already paid (150 pounds for a 2 bedroom house that was empty for 3 weeks). They have also had the gall to accuse me of being the one that set up the two seperate accounts for the same address!

Absolutely shocking customer service, quick enough to take your money but you can never get hold of anyone. Worst supplier ive ever dealt with.

Much cheaper than my previous supplier, very easy to switch!

The fact the energy is green is the only good thing about this company. Switching to and from them has been fraught with difficulties. There were time restrictions regarding me notifying them of my move (they couldn't take details 3 days before), and now 2 months later I have still not received a final bill. I have however received numerous threatening emails as I have cancelled the direct debit. I have called a half dozen times, each time being reassured the home moves team are processing it and I will receive a final bill soon... I have today tried to log on unsuccessfully, and when I called they have informed me that after a system upgrade all customers are having to re-register their log ons!! (apparently there was an email about this 3 days ago, which I did not receive). A slight positive is that despite me telling them otherwise, they claim to have stopped supplying my gas several months before I moved, so they aren't charging me for it. Avoid at all costs!!

this review is based on trying to get through on the phone to possibly join but 4 times in a row i got to the point of new customer join which is option 4 then option 1 before being disconnected,how is that for customer service..

Thankfully I only had a 12 month contract with this company, they only open office hours, Monday to Friday, if you try to leave a meter reading via their app it won't let you as it says there is a problem tracing your meter, I have changed suppliers and was requested by Green energy to leave a final reading, couldn't do it on line so had to call, there are open 9am till 1pm today!!! Spoke to Donald who wasn't interested and didn't take my final readings. Do not use this company.

Great Human Contact Response with a multilingual customer service!
I've always found Green Network Energy super helpful, they do a good work helping their customers. They're a cheaper than most of the big providers and if you self-adjust your DD to the level periodically suggested, you prevent the build-up of debt on the account, which was a nightmare with my previous supplier. It s also nice to have a UK based multilingual customer service centre with staff that is really helpful and cheery. Keep it up Green Network Energy!

Terrible lack of service. App doesnt work, cant give my opening readings and tried for 4 days to call someone, no answer or told transfer failed. Wish I'd stayed with EDF.

I think this is the best energy company I have dealt with. Ethical business, easy to deal with. Great portal for meter readings etc., Good deals and efficient. Never had a problem with them!

I can never get in contact with an employee and I m getting debt collection letter even when I ve paid off my debt

Why don't you answer my complaint regarding ticket ref No 405948, my bank a/c has been debited by you AND PREVIOUS SUPPLIER, hassle free my backside, for goodness sake respond or else CANCEL my contract. I do not want to pay two suppliers for the same service.

Very smooth switch and clear communication of process

This year will be my second year with this company. Last year I had no issues, but this year with my new traffic i have been very disappointed.

Biggest regret.
The people who work for the company have no idea what they are doing.




I do not recommend the company.
Tried to call earlier 35 minutes waiting in a line and nobody picking up the phone... sorry but this is not acceptable.

Prices are ok and they stand by the concept of Green. That is probably where their positives end. I recently moved out and specifically advised the new tenants that they should stay with GONE so I can transfer the account over and prevent paying exit fees. They were happy to do so and when they phoned up, GNE advised that they should open a new account but that the exit fees could be waived as the account remained at the address and it just requires the account holder to call to get this sorted.
Of course that's not what happened. Exit fees were charged, the billing team struggled to explain the bill breakdown (which I did not need anyway as I understood it already) and specifically a guy called Iain did not try to find any resolution to this and just said it can only be waived if I open a new account elsewhere. The reason the tenants stuck with GNE was on the basis the fees would be avoided. So all in all, not a good end and this has definitely halted any future business from me and the new tenants,

Stay well clear, rip off... And extremely aggressive debt collection when you fall into arrears, due to loosing job because of covid.

Absolutely rubbish have tried calling contact number numerous times & no one answers. When we moved across we stated we had smart meters but were not told these would no longer work. After emailing eventually got a reply 2 days later telling me they could not tell me when they could offer smart meters. There web pages stated that by end of 2020 all customers could have smart meters. Complete rubbish, as soon as my contract ends I will leave & never use green network again.

Could never get through on the phone so E-mailed a query re changing my existing tariff with them to a cheaper one they recommended and had the automatic reply on 28th Oct (case no. 01125239) promising reply in 5 working days. Heard nothing so e-mailed the complaints dept on 18th Nov. Had the auto reply (case no. 02201760) promising reply within 5 days. It is now 29/11/2019 and have heard nothing at all.
So Green energy network. Are you going to sort this out or tell me you will reply in 5 days !!

Never reviewed this place, scam/hacked email, I ve never been before. Apparently left a 5 star review 5 days ago

Very happy so far. Bills accurate and on time. Staff members professional and friendly.

I m impressed with GNE as a company. It was easy to switch to them, they handled everything for us. They are cheap on gas and electric, our bills have never been so low. Their app makes it easy to submit readings, manage your direct debits and keep track of bills. I love the app, it makes life much easier.

Dreadful service from a company that does not abide by verbal agreements committed by their customer service team and doesn't resolve issues with any semblance of urgency.

The staff were really helpful, and made the switch as easy as possible. Also have some of the cheapest rates I've seen.

Just renewed for another 18 months. Good service at good price

Awful company.
Emailed us saying we owed money but these were going into our spam. We didn't even know we were in arrears. Then they finally contacted us correctly by letter and had the nerve to charge a late payment fee. Have just tried to call to pay the balance and dispute the late payment fee but nobody bloody picks up the phone. Had no choice but to pay late payment fee with the balance by bank transfer as they threatened in letter to charge more fees and no one answering phone to discuss this. I'll be contacting again as I want this late payment fee refunded.

AVOID - NON EXISTANT CUSTOMER SERVICE!

Sent repeated bills, reminders and threats for energy used in a time period before I moved into the property. Impossible to get hold of anybody to sort it out!

Sent multiple emails (five!) trying to get an accurate final bill for my account. First email send on 23 Aug. No response to any over a month later! Called 3 times, after 30 mins of holding just told to wait and they'll get back to me. No progress. PLEASE CAN SOMEONE GET BACK TO ME!!!

I had an issue with my electricity bill a couple of weeks ago, the customer service team dealt with the issue in a professional and timely manner. Thank you!

Horrendous customer service tried to overcharge me for my final bill by estimating readings after I'd given correct ones. Sent threatening emails ... so many other reviews confirming what Ive said go to another energy company

Genuinely just another snake in the grass sneaky energy company. Created a payment plan for final bill plus early cancellation fee ( apparently having no new address to move to makes no difference about if you can continue your contract) due to the current hard times and they've just taken the whole lot in one go anyway. Will be taking it up with Ofgem and the ombudsman.

1 star is generous, absolute nightmare to work. Never ever again!