Gemtel Green Network Review

Dire.

Just took over a new property, did not use any energy and all they were interested in was getting the service charge (switched to a cheaper product). Pretty grim experience and I would not use them.

++UPDATE++

Oh GNE, you so do not get customer service !

Absolutely terrible. Poor account management, terrible customer service. Not even very green anyway. Just avoid. It's not worth the hassle.

Very simple to change over! I was worried at the beginning but afterward, I truly recommend it.

I just switch to Green Network Energy, after a really bad experience with my ex-supplier. For now, I just have good things to say, the customer service is excellent and the communication keeps you always updated. As well as the website, which is very helpful. Would recommend it.

I have found Green Network Energy to be an energy supplier without complications I have found elsewhere. Streight forward, simple system and not expensive.

After experience I can tel green energy es much cheaper then any other network, and the customer service is really very nice

Horrendous treatment from this company. Tried to put our direct debit up 230% with no explanation. Turns out we had faulty meter, which they refuse to confirm even after engineer s report. Nobody here knows what anybody else is doing. Nobody ever calls you back. They will take money from your account without your permission. Hours of misery on the phone trying to explain situation to incompetent complaints managers who call us liars, still unresolved. Very large exit bill hanging over us that we cannot afford and which is based on incorrect readings that they refuse to change. Incredible that a company like this is still allowed to trade.

Sadly I must leave a negative review, something I hardly even do, but I feel I must.

My electric meter broke during Covid, every time I reported it they said the government was not allowing them to send people to properties, yet I had a meter reader turn up who knocked to tell me our meter was broken .

Now I am getting emails and calls trying to sell us on the idea of having a SMART meter installed (so you ARE attending properties then) but when we try to get an update on having the meter fixed....no promised call backs, and when I telephone they just say NO UPDATE.

I am going to see if I can switch to a new supplier with my broken meter, because the high "estimated bills" are killing us. I can't see Green resolving this now, they are making too much money. Customers are not valued, how sad. They use to be better than this.

I have gone from promoting them to most definately warning people away.

ADVISORS DONT HAVE A CLUE!!!!!
one of my tenants switched to this mob leaving me to deal with advisors who don t know what to do when you request a technician to re seal the mains fuses after upgrade work on a consumer unit and circuit test
20 minutes of my life i cannot get back when this advisor went back and forwards to seek advise of a colleague then each time i had to suffer the parrot like recurtation of we are not responsible for the consumer unit and each time i had to explain its the fuses before the meter.
Perhaps he should seek advice for another colleague and not Oliver Hardy
I Gave up and will switch to a more familiar ccompany,
you get what you pay for

Very bad customer service, called them twice to sort out my closing bill as I was switching supplier, they had my reading wrong and way off closing estimate ( which is already ridiculous because I have smart readers and they should be able to check in real time) Both phone calls resolved into nothing. I then emailed them ccd my new supplier hoping things will get sorted, however new supplier got back straight away being very helpful. GNe still hasn't got back to me.
Just to be rid if them I'm paying for energy I have never used as 2 months after their estimates my consumption is still lower than what's on the bill.
Luckily my new supplier is being very understanding and won't double charge me for this energy I'm paying now.

I hope they will not change their prices! spending an amazing year with them and after all, I can say that they beat any other company so far!

Abysmal customer service. Contacted them on 24 Aug and asked them to review payments as substantial credit building up. Despite their policy to respond within 5 working days nothing forthcoming. Repeated request and again nothing received within their own parameters. Bet they would be all over payment review if there was a debit on account. Come on Green Network Energy get your act together

The staff over the phone have no idea about anything. They initially give you good quote and after few months they send you massive bill which they say they will split over few months but they never do.To conclude,I will never recommend this company to anyone..
Even after stopping the direct debit and informing them after my contract ended,they continued to take money from my account and every tine I call them they saying we are sorry we will return but it has been 4 weeks now & still didn t get my refund...
Bottomline, don t get fooled by the low prices..

I was very apprehensive about changing my gas and electric supplier to GNE from being a BG customer for many, many years, not only were the estimates they were giving me literally half my normal bills but they said they would do all the work for me as well.
I am very pleased to say that after six months of hassle free and cheap energy i'm absolutely overjoyed with them. The only slight niggle is having to send meter readings but for the absolutely massive saving I am very happy to do this.
I HIGHLY recommended GNE and have told all my family and friends about them. Top notch!

GREAT COMPANY!!! would recommend anytime, friendly staff and great prices. After over 10 years with the big suppliers I decided to give Green a try. so far EXCELLENT.

We were with Europe Energy and, without our consent and with a violation of our personal data, we found ourselves in the hands of Green Network. Very high bills arrived, even 300 euros per two months when we paid at most 150 during the periods of greatest consumption. We also had a credit to Europe Energy, and when we asked Green Network to pay us that money, we were told that they were not required and that we had to ask Europe Energy for it. Too bad that when you take over the business of another company because there has been a sale of utilities, both unfavorable and favorable bonds are acquired. So Green Network should have given us the money exactly as our users from Europe Energy had. Scorretti.

Its great to have a good quality energy supplier on the market! Customer services always respond promptly within 24 hours, tariffs are much better than EDF and NPOWER which has allowed me to save a few hundreds of pounds last year!

Really recommend them since I am able to manage the account and reading my bills easily. However, I cannot give them 5 stars because I personally think that energy is overpriced.

DO NOT USE DO NOT USE EVER! A disgrace! Have been writing to me at an incorrect address. I have tried calling many times and eventually when i have got through (x2) they do NOT DO go and action what they agree.... I have never asked them to supply anything and it was a tenant who did so and now i am being threatened. I have been TOLD twice my account was suspended so i dont receive threatening letters YET they still send them. I have wasted HOURS and it is now really frustrating. I never complain about anything. If only i could give 0 out of 5.....DO NOT USE THESE CLOWNS i have not even given them any go ahead to supply my property.

Highly unprofessional and untrustworthy staff. The company dealt with my switch very chaotically. I have spent hours on the phone to rectify misleading rates. Be careful when you have their Sales guys on the phone and do NOT trust a word they say. The way my account was transferred the agent doubled my bills. Instead of addressing the issue, the company will happily wait for your Colling off period to expire. No stress, no urgency seen even if you chase them daily. I'm tired to hear we will call you back. It took a month for the supplier to realise that they are not able to take over the supply with the particular meter type. In my opinion the company is way below the general industry standards. Please don't bother to use them.

I'm not sure how I can reply to your reply, but the case is with your Compliance team for over a week now. Lady called Katie call to update today. I've now cancelled the switch since you apparently can't do my type of meter.

Am completely happy with this company. Especially Dom and Ezequiel they are both lovely and have great customer service. Great prices great Italian company !!! Have recommended to family and friends.

The worst company I have ever dealt with! They are literally only after your money, couldn't care less about customer service and their energy prices are sky high! I could not be happier to be done with them and move on to a better energy supplier, but not before they ripped me off, didn't reply to emails and took over a month to receive my final bill, after being with them for 20 days.

First time I have switched away from one of the "Big Six" energy suppliers. I took the decision as my fixed price tariff (with EDF) was coming to an end and their new tariffs were MUCH more expensive. After checking the market, Green Network Energy came out as one of the best deals currently available for my usage/location. They are a newcomer to the UK market, but have a big presence in Italy and have ambitions for the UK market. I took the plunge, figuring that in a worst case scenario of something going wrong with the company then their customers would just be transferred to another supplier.

Their communications have been good and my transfer was complete within 3 weeks. I have also spoken to their customer support team on the phone and service was very efficient. Website is OK too - no issues giving meter readings online. No regrets of transferring to Green Network Energy and happy to have taken the plunge!

I am glad to have switched to Green Network Energy Great service and very competitive energy price.

The worst company,



I will be taking this to the ombudsman as I can see from their reviews this has happened numerous times

If I could give them no stars I would! I was told my bill would come out on 22nd but they took it 11 days early without telling me which put me into financial difficulty. I was told that I would have a refund at the time but it is two weeks later and I have just been told that I shouldn't get a refund because I should have known the billing date, even though I was told in writing and verbally that it would be 22nd. The money also came out on the 22nd so now I have paid twice in one month and the staff are telling me that the refund is on hold.



Absolutely awful company. Don't know what they're doing. I'm going to be switching back to my old supplier as soon as possible.

Absolute scammers, I'm not even a customer of this company and had so much hassle. I moved into my flat last year and received a letter stating that I had to pay an amount for the period between the previous tenants moving out (who used this company) and us moving in and getting our own energy supplier in place. I paid this amount no problem.

Then a few months later I received a letter saying that the payment was overdue and an additional charge was added due to the late payment. Since I knew I had already paid this and paid it on time, I called to query. I was told that the reason they may not have recognised the payment is because i didn't put the account number in the reference part of the bank transfer. So I was told to send a screenshot of the bank transfer on my end via email and all would be okay. I did so, and received a reply saying that they acknowledged the proof of payment and they would be in touch with any updates or additional information (which they never did).



I will not be paying any extra charges whatsoever, I ve paid what I owe and that s it. Any future letters will now be ignored.

A energy supplier to avoid at all costs. Switched supplier 4months ago (February 2020) and after several phone calls I am still awaiting my final bill and refund!

This is an awful company. Customer service zero. They get nothing right, meter readings, bills, actual person responsible for account, failure to answer emails etc If you telephone wait forever and be prepared to be met with utter confusion. To sum it all up aaaaggh !!

Fine as a fixed tariff provider, but when we came to change provider, we discovered that we weren't registered as having economy 7, despite having had it for over 25 years. We can't move intil GNE amends the listing and we have been asking them to do this since the start of August, with no success. We get the same promise that someone will call back and they never do; we get told we'll get a reply with 5 days and we never do and we get told that they can't contact the metering team excpet by email. In the meantime we are paying more than we need to for electricity on the variable rate and have lost the low alternative tariff that we wanted. Sadly, once we have left, we will not go back to GNE after this experience.

I recently Changed my supplier to Green Energy Network, from one of the major six suppliers. Normal routine is you are quoted a price, in my case lower than the one I already have. You get your first bill & oh look it's higher than your previous bill. Oh well that's tough now your signed up, but presently surprised the price I paid, was the price I was quoted.

Please note my bill compared to most people is extremely small anyway, but a saving of just a few pounds, still works out as a lot in terms of it's overall percentage.

So thank you Green Network Energy, a company that does what it said it would do.

Cheap energy watch your details mine was set up by my Wife who passed away in 2018 .. When was ready to renew was contacted and renewed. Mentioned changing into my name as was in estate of my wife name still trying to get emails direct to me. The account is paid from bank account in my name and has always been. They will. Send notifications to my daughters Email but not mine . After unsuccessful attempts to resolve this and not being able to get power of attorney from my wife who died in May 2018 am still unable to access account supplying power to My house for wick I pay for have currently contacted Information commissioners office now waiting game . They won't answer complaint emails and keep you on hold. Find another supplier . I certainly will once my sign up period is over

Have been stuck in a loop on their website trying to view my account ("that email is already registered"... "your email address is invalid"...repeat). I've never been able to log on to this website, and I haven't previously registered.

I can't get past this and also can't get it to trigger a recovery email. I've completely failed to find a contact number on their website (always a bad sign). The word 'contact' doesn't exist anywhere or in their FAQs. I ended up Googling for a number.

When I got through on the phone, the message says, (surprise, surprise) "We are experiencing a higher number of calls than usual..." This is standard call-centre jargon for "We are under-staffed at all times".

I've called twice now, navigating the menu options and both times I've been promptly disconnected.

So pretty poor all round. As soon as I can I'll be extracting myself from this supplier. I want green energy, but not at the expense of being given the runaround by a firm that doesn't want anybody to call them and can't answer the phone.

Terrible shocking customer service every question asked needed a call handlers to go to his supervisor . Kept on the phone for 3 easy questions that are written in my terms . And then mistakenly dropped the phone down on me.

I have found the tariff very reasonable for a one-bedroom in central London. When I have contacted customer service, it's been smooth. the website is easy to use. I emailed them once asking about the sources of their renewable energy and received a detailed response. Overall, it's been a very good experience.

Unable to get into my account spent a week trying with no success, spent 2 hours on the phone again no success i am very dissatisfied with Green Network Energy for this and would like contact with someone to help sort this matter out

Green Network Energy are, possibly, the worst energy supplier in the UK and they should not be allowed to continue as a supplier. As an example, emails are ignored or not understood and, frustratingly, they give up and very quickly they say "here is your deadlock letter, go to the Ombudsman". Then, to cap it all they (another person) start communicating again apparently not knowing their colleague has issued a deadlock letter. It is just impossible to deal with such an inefficient and confused organisation. GNE have treated me as if they don't want me as a customer so today (07/11/19) I am leaving them even though, due to their inefficiency once more, I am unable to tell them of my intended move. I have just tried again to phone them and failed again to get through. Meanwhile the Obmbudsman Service is employed to help resolve the matter.

Their charging does not make any sense and you cannot manage your payments effectively. One minute you're in credit then your account is in debt without any explanation. Their phone support is useless too with calls getting disconnected and noone who can help you.

Moving out of my rented property after a year and they're charging extortionate fee's to close my account. Avoid at all costs.

Pleased with my decision to move to GNE. Very smooth transition and trouble-free quarterly updates.

Brilliant app. Best price I can find anywhere. Really simple to switch and no issues from me at all. Really happy.

Terrible service - waited all afternoon with no gas for an engineer who never came despite having a 3-year-old daughter in the house - Complaints Manager gave me his word he would personally monitor progress but that was untrue - he then wouldn't respond to further calls - waited 31 hours in the end for what was meant to be an emergency response of less than 4!

The only reason why I am giving 4 stars is that I have to wait 10 days in order that my meters had been read by the company. Apart from that, they helped me with this problem and all was sorted. All is now going well.

Have just joined Green Energy Network and impressed so far with their communication and information on transfer process.

Green Energy Network have got to be one of the worst companies I ve ever come across. After moving into a newly purchased property I phoned them up as the previous owner was with them and I believed it would be easier to remain with them, More

They tried to over charge with the bill, but after my few calls they realised that it was not fair and they reminded me via email that everything was done after my last phone call.

Excellent supplier, signed up with Green Network last week. Customer Service is superb & friendly. I have even recommended to my family.

Green network can't generate bills can't see previous bills can't upload meter reads or see previous ones system always slow or having errors and can't do it myself online because green network systems having problems should have stayed with EDF. Green network pretend that the problem is you.

Poor customer service and experience. Overcharged for energy use that I did not use.

Leaving them becuase I am not happy , they hiked my monthly amount for no reason and It is difficult and expensive to get through on the phone. Poor

I chose this provider after searching price comparison websites and it was the worst decision to enter into a contract with a provider that I ever made. Yes the prices were far higher than initially quoted but that is not even my issue. This company have caused me so much stress and time wasting it's unbelievable. They set up a payment plan with me to pay my final bill after I left the property I was renting. The final bill they sent me was extremely high and I queried it but was told that it was correct. I agreed to pay a set amount each month and the DD was set up. Never before have I had an issue with such a payment plan. Green network energy have set a benchmark for how to totally mess up a simple payment plan. They cancelled it every single month then told me it was my fault and that my bank cancelled it. This went on for month, with hours of my time spent on the phone to them. Eventually after writing a formal complaint about my experience I received an acknowledgement stating they would respond in 5 days. 2 weeks later I was still emailing and calling to follow up my complaint. At long last I received a call telling me they had investigated, the fault was theirs and the small amount outstanding on my bill would be written off as a goodwill gesture. Now one month later I have just received a red letter from them informing me that if I don't pay my bill they will add an admin fee and send to a debt collection agency. I really can't stress enough how much you DO NOT want to use this company. Save your sanity.

I have been paying energy bills since my wife and I first got married in 1973. I recently 'switched' to the Green Network Energy Company for both electric and gas. I have been with them 6 months. Within the last few weeks I have received an e-mail informing me that they thought my Direct Debits were too high. They have now cut my Direct Debit by 50% and refunded what to me is a sizeable sum into my bank account. This is the first time I have ever been contacted by an energy supplier because they though I was paying too much. I have been with some of the major energy suppliers over the intervening 46 years and it has always been a hard fought battle to get a Direct Debit reduced and taken between 12 to 24 months to get even a proportion of the over payment repaid.
Thank you Green Energy Network for being ethical and honest.

Shocking - I put a complaint in writing 8 days ago and heard nothing back. Had nothing but problems. Do not use!

My experience of GNE is that they draw you in with an initial low monthly quote based on the energy you expect to use, but review and increase your price 3 - 4 months in. Looking around reviews this seems to be a common complaint. On leaving my final bill also seems to have increased dramatically and the bill is very convoluted, making it difficult to understand how these charges have arisen. Having been with a number of energy companies previously I expect some variance on your actual payment against that forecast but overall the impression is the GNE charges have been excessive, and over the year way beyond what I'd normally pay and way in excess of their original quoted prices. I'd not use this company again and would advise caution in accepting their quoted energy prices

GOOD supplier, I have renewed for a further 12 months. Great App and the Customer Service is fantastic! best choice I made switching from my previous supplier whom I had nothing but issues with.

This company are a breath of fresh air.

I have an account with GNE, ok so far. Set one up for my 90 year old mother Patricia and got her to request over the phone that GNE deal with me as a named person. She gets confused so not able to manage these things herself. I told them at the time that if I could not manage her account as I did with EDF I would cancel the switch before the cool off period finished. All set up Mr Winsall you can talk to us any time now about your mothers account, they said. Then two weeks later I get an email saying her bank has cancelled the direct debit. I rang the same day, to sort that. Not allowed to talk to me. I am named and registered on the account. No you're not. My mother lives 100 miles away so can't come to the phone. I have an account with you with the same email on both accounts, you know it is me. Why have you not registered my name, what are you processes for that as I was assured it was ok. I can't talk to you. We are closing soon. Can I speak with a manager. I will escalate and they will ring you tomorrow. I bet they don't. I am due into hospital and can't get to my mother, she can't manage this on her own, no sympathy. Would really like to know what could go wrong between GNE telling you that you are registered to talk to them and no access at your very next phone call. Just wanted to sign us up possibly. Avoid this company please.

My friend got me started with GNE and I have to say their prices are available to anyone and I've not had to contact them for any reason! I've also just been informed that my monthly payments were overcharged, they gave me back the amount.
All good. Long may it continue.

Good prices. Easy-to-use app. Clear billing and prices. Managed to speak to the same customer adviser both times I have called them, and she was polite and helpful. What more do you need?

Poor customer service, it takes forever to get through in the phone or receive a reply via email. Cannot read meters, and don't believe meter readings, even with proof. Happy to steal your money, and dont give it back.
Avoid Avoid Avoid

this company dont even deserve 1 star. absolutely Diabolical.

Since day one they never let me down! Amazing company!

Service not that good spent hours trying to phone with no joy so I asked a question via e mail over 10 days ago I am still awaiting a reply if like most companies you are trying to get away from phone calls answering emails promptly should be a must

First time I have switched supplier in 10 years, I was recommended Green Network by a friend after I had major problems last year with my supplier overcharging me.

Customer Service were so friendly and helpful, and talked me through the whole process. Excellent service

Happy to have signed up for another year, tariff is very helpful and courteous.

Like others can't get through on the phone when you do you get cut off, I even provide my number as its happened 3 times - They don't call back.

"problem with our phones" well change you system provider then or get them in to fix the issue!

Octopus Energy have far higher standards., won't recommend them to anyone in future.

I am still waiting for the final bill. They said it will take 6 weeks, Ive been waiting 7 weeks

Sadly I cannot give 0 stars.
We bought our property November 2019 and it was supplied by yourselves so we switched to a supplier we already use. All of that completed and we received a bill addressed to "occupier" for the period of when we bought the property to the switch date. We paid this bill on 2nd Jan because the dates and meter readings were correct.
We received a letter last week (dated 3rd Jan) saying we had not paid the amount.
This is where we are extremely appalled at the customer service!!
On 10th Jan I phoned at 5.58pm and waited more than 30 minutes to try to speak to someone and when I got through the man I spoke to said you are now closed and he will arrange for a call back the next day. Annoying as this was I understood and gave him my details.
The next day 11th Jan I did not receive a call back so I sent an email.
Today is 16th Jan and I have not received a call or email from the company.
I called today and spoke to Katrina who told me she could not tell me anything because my name wasnt on the account. Even though I paid the bill under "occupier"
She couldn't even tell me that a letter would be sent to the property address confirming the account has been closed.
We have paid you money so why can you not tell me you've received it? I provided you with the account number and property address that is all you should need!
We are disgusted and 1000% would never ever recommend your services ever.

This is the worst energy supplier I have ever been with! I would never recommend this company.

Just renewed for a further 12 months, very helpful & friendly staff. Very pleased.

On 9th January 2021 I received a letter from them about an overdue payment on the account which was assigned to my property. The account has been assigned to the property I bought last year

Truly dismal customer service. Don't be fobbed off by "we are having trouble with our phones". They never answer!! And no response to emails whatsoever. I have even made a formal complaint under their complaints procedure and they have failed to respond to that or even acknowledge it. They might be be cheap but I wish I had stayed with Octopus who provide truly exemplary customer service.

Good morning 4 days to talk to them no answer have ruined my life

I have been with Green Network for 5 months. After many problems with the previous supplier witch they help me to sort it out finally. I find their paperless billing process easy to understand. I would definitely recommend.

Great company and great customer service. I recommend them!

Shockingly bad. I inherited this joke of a company as my energy provides and did sign up to a fix on the basis i thought that they would be good.



DO NOT USE THEM! The staff are useless, slow and you can t get through to anyone.

Would love it if they responded to my emails but they don t do that either.

Awful experience with this company. They messed up monthly payments, to which I had to set up a payment plan last year. I received a letter a year and a half later from a debt collector advising the bill hadn't been settled. I contacted Green Network Energy to which they advised they had made an error and didn't set the direct debit up, which was not my fault. However, they still required the bill to be paid. So, set it up again, for a second time. Confirmation email sent to me and all was fine. A month later, after the first payment had been taken, I received a letter from Green Network Energy advising my bank had cancelled my direct debit. Called my bank, and they advised this did not take place and wouldn't without first speaking to me. I contacted Green Network Energy again and spoke to someone in debt management, who assured me it was the banks fault. The bank had no notification from me to cancel my direct debit as I had just set up a payment plan, and did not, could not send Green Network Energy any such notification about cancelling my direct debit. I have emailed every day for 2 weeks asking for a screenshot of this notification from my bank but Green Network Energy are unable to provide this evidence as it didn't happen and are completely ignoring my correspondence. I wonder how quickly they'd respond to a legal letter? Absolutely shambolic company. Emma, the so called Complaints Manager should be ashamed of herself as she has completely ignored my emails. All I want is the screenshot of my banks notification, that isn't a big ask. However, they can't provide it which speaks volumes. Zero stars if possible.

The worst energy company I have ever used, after incorrectly inputting a day and night reading, and having some monthly bills estimated I contacted them to try and correct this, I was told that I had no choice but to pay the the wildly over estimated readings/bill.

After switching to a different company after 12 months, again they estimated my final reading without waiting for the new readings from the new company.

Absolute daylight robbery.
You should be ashamed of yourselves.
AVOID AVOID AVOID

The switch from my old supplier went very smoothly with very little input from me.

Only been with them a couple of months, but awful so far. Communication is impossible

Good, informative app. Good variety of tariffs. Excellent price when compared to competitors. Highly recommend.

Disappointed of the customer service as an existing customer. I am waiting for a refund for over 2 week using the instructions which I was told to me by the customer service advisors and yet not follow up or update from the advisors. I understand that that the business is busy and gave time for someone to response, but I felt very negligated by the company. I had to keep chasing the company for answers to what is happening and yet no answers but just me going around in circles.

I didn't think the company understands that some people work 9 to 5 and have to take the time out off the day to call or even email.

Good prices... shyte responses

Not long switched from EON, the switch was very smooth on the GNE side. They are a lot cheaper than my previous supplier. I wait to see if stays so but am very happy so far.

I have just renewed with Green Network for another 18 months. Cheapest energy company I have been with and good reliable service

The worst of the companies i ever been with. I have more problems with them like with anybody else. Looking forward to end of the year when i will brek the deal with them .