I regret switching to Electric Kiwi (Kiwi Mobile). The pricing looked great at first, but I started getting unexplained charges and my plan minutes were dropping randomly. Customer support is e... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
Ok for power but shocking with wifi. We are paying for >800mbps and getting <50 during off peak times. It's not usable in meetings. It was a nightmare to set-up, requiring manual modem set-up which w... Toon meer
Bedrijf heeft geantwoord
Best broadband and cell provider I have ever had in New Zealand. Had awful experiences with the big ones (overcharging, insanely restrictive and punishing contracts etc.) I have been with them f... Toon meer
Bedrijf heeft geantwoord
I love being an Electric Kiwi customer. Their customer service is second to none, and they really make you feel like they value people over profits. I had a billing issue and a couple of questions, so... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Electric Kiwi is an independent online New Zealand electricity retailer.
Contactgegevens
Level 4, 99 Quay Street, 1010, Auckland, Nieuw-Zeeland
- electrickiwi.co.nz
3,3
Gemiddeld
178 reviews
Heeft 62% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
STAY AWAY FROM THIS COMPANY
I regret switching to Electric Kiwi (Kiwi Mobile). The pricing looked great at first, but I started getting unexplained charges and my plan minutes were dropping randomly.
Customer support is extremely poor — no phone number, no callbacks, and unhelpful chat agents who don’t seem to be based in New Zealand.
Now I’m stuck trying to leave, as other providers can’t transfer my number because Electric Kiwi’s details don’t show up properly in the NZ system.
Overall, a frustrating experience. I strongly recommend avoiding this company.
11 april 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hey A Sh, we’re really gutted to hear about your experience. It’s never our intention to leave anyone feeling frustrated. Choosing the right plan is important to make sure it’s a good fit for your lifestyle and how you use your phone day-to-day.
It sounds like you were on our Choice Lite plan, which includes 200 minutes per month, if you ever need more, the Choice Plan comes with unlimited calls and could be more suitable. If you have mobile buddies on your account, any extra minutes used by them will also show up on your bill, so it’s worth keeping an eye on their usage too.
With switching providers, our details are in the national porting system, so your new company’s tech team should be able to sort the number transfer. And while our support is online to keep things affordable, our NZ-based live chat team is always keen to help out. Please reach out if you need a hand or want to check your plan. Thanks for sharing your feedback. If there’s anything we can do to help you move forward or find a plan that suits you better, we’re here for a chat.
Amazing company ,excellent rates and…
Amazing company ,excellent rates and power and mobile provider.amazing online support ( Sarah k today was amazing)
Highly recommend!
9 april 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Penny! Wow, thanks heaps for the glowing review! We're absolutely stoked to hear you’re loving the rates, service, and mobile! Plus, you've made Sarah K’s day with that shoutout! We love having awesome customers like you in the Electric Kiwi whānau.
Thanks for the recommendation and for bringing your good energy our way. If you ever need anything, we’re always here for a yarn!
The worse Power & Broadband provider
The worse Power & Broadband provider. No way to speak to someone if there's an issue. The online chat has long waiting times. I spent 4 hours online trying to fix my modem and broadband out, only for no solution. Now Im wanting to move to another provider, which is taking days for them to communicate with the other company and myself. When you speak with someone, they drop off for 15mins at a time, making it even longer. Quick to take your money but slow to come through with the service. Save your sanity and join to anyone eles.
31 maart 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Wayne, we’re gutted to hear this was your experience with us, it’s definitely not the standard we aim for. It sounds like there were a few hiccups in the set-up process, and long wait times on chat can certainly make things frustrating. Thank you for giving us a shot regardless!
We hope your transition to your new provider goes much more smoothly from here. If you’re still keen for help or want us to look into what happened, our team’s here on live chat and happy to review things. Thanks for your feedback, it helps us work on improving for everyone. Take care!
3 phase power meter
We have been trying to get our 3-phase power meter upgraded for over two weeks and the experience has been extremely frustrating.
There is no proper phone support, only messaging, and the people responding don’t seem able to actually resolve anything.
When the meter installation was finally scheduled, the technician turned up to my house instead of the commercial property. I was then told this was my fault and that I could be charged, as they claimed I had given the wrong details. This was incorrect.
After calling Mercury Energy, they confirmed that the ICP number provided to me was wrong — it was for No. 4 instead of No. 9, which is what I had requested. Even the letter from Vector Limited had the correct address and ICP number, yet the job was still processed incorrectly.
This upgrade was time-critical as I had a tenant ready to sign a 3-year lease, conditional on having 3-phase power installed. I made this very clear, but there was no urgency or accountability shown.
Today I was told via chat that the paperwork had been sent to the metering company again. When I called the metering company directly, they confirmed they had not received anything.
Overall, this has been a complete breakdown in communication and process, with no ownership taken at any point. It has already caused significant disruption to my tenant where I'm giving free rent and the meter is still not resolved
30 maart 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Bryan! Thanks for sharing all these details. It’s clear this has been a really frustrating experience, and we’re keen to help get it sorted as soon as possible. From what we can see, the team sent off the meter upgrade request last week for your ICP as per the notification from Vector and the ICP they've listed too, but it sounds like there’s been ongoing confusion around the property details and communication with the metering company.
Could you please grab a clear photo of the meter at your property and send it to us via Live Chat? We just want to make sure the ICP you've selected at sign-up is the correct one in this case. An address mix-up can sneak in, so making sure we’ve got the exact right ICP number and location is the first step. Once we've confirmed these details together, we’ll chase up where the meter service request is sitting with Bluecurrent and ensure the right info is being sent through.
We completely understand how urgent this is, especially with your tenant waiting, and we're as keen as you are to get this sorted. Thanks for your patience. Let’s get this resolved for you!
Ok for power but shocking bad with broadband
Ok for power but shocking with wifi. We are paying for >800mbps and getting <50 during off peak times. It's not usable in meetings. It was a nightmare to set-up, requiring manual modem set-up which we have never encountered with other providers.
When I messaged to complain on the speeds they tried to analyse everything for about an hour before saying that the modem is possibly incorrectly set-up and to try again. I had previously followed their exact instructions to set it up. They don't seem apologetic at all. Even setting up mobile was difficult. Just stick with power or use someone else.
10 maart 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi there Laura. Thanks for the feedback, we aim for our troubleshooting with mobile/broadband to be efficient and easy, sounds like we missed the mark here. Some modems require additional setup to be usable on our services and this can be a confusing process sometimes. We would be happy to help aid this if you are still having the issues, please reach out via Live Chat or Facebook Messenger and we can get it sorted :)
It’s been very difficult to get hold off Customer Service Representative
It’s been very difficult to get hold of customer support at Electric Kiwi. I sent two messages early in the morning on 20th February requesting a call back (and left my phone number), but by lunchtime I still hadn’t received any response.
I then called their 0800 number (power outage line) and spoke to a representative who said it shouldn’t have taken that long for customer service to respond. She mentioned she would send an “urgent” email to escalate the matter.
As of 23rd February, I am still waiting for a call back or any response.
Based on my experience — and seeing other reviews mentioning delayed or no responses — it doesn’t seem like customer communication is a priority. As a potential new customer, this is disappointing and doesn’t give much confidence in their service.
Update:
Responding to Electric Kiwi reply(no option for reply)...
I have not emailed on Friday. I used Live Chat twice and had no reply than contacted the Electric Kiwi Power outage team.
20 februari 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Nathan, Thanks a bunch for sharing your experience with us. We're gutted to hear about the delays you’ve faced, and that’s certainly not the kind of service we aim to provide.
Right now, we’re experiencing a fair bit of traffic with emails, seems everyone’s moving house or signing up at the same time! For quicker assistance, we recommend jumping on our Live Chat feature, which you can find on our website. It’s the best way to get in touch with the team and have your issues sorted swiftly.
We genuinely hope to show you the kind of service we’re proud of, and Live Chat is ready and waiting to help you out. Appreciate your patience and giving us a chance to make things right. Thanks again, and take care!
Most bonkers sign-up process I've experienced
Several aspects of the web form didn't work, details were unclear and I spent about 20min on chat during the sign up process which was fine.
Then at the end it gave me a message that was clearly intended for electricity sign-up users, and I had to enquire about that.
Then my credit check got declined because there was a minor mismatch between the name I'd used to sign up to them with (Matt) and the name on my ID (Matthew),
which the staff refused to correct themselves, and requested I go through the entire sign-up process again. Not professional.
12 februari 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Matt, we really appreciate you sharing your experience. It sounds like the sign-up process was a bit of a mission, and we’re gutted to hear it wasn't as smooth sailing as usual.
Getting the full name correct in sign-up is key because that's what our partner, Centrix, uses for the credit checks. Once those details are in, they’re not details we can change on our end, which is why we ask for a re-submission if nicknames are used over legal names. We’re hot on keeping things secure and preventing any fraudulent sign-ups in check, which can make it a bit complex at times.
Your feedback great to hear and if you happen to remember which parts of the webform were giving you a hard time could you let us know on Livechat which parts?
Thanks heaps for sticking with us and for pointing this out!
No customer service. Don't get involved!
There is no customer service, there is a live chat which is seemingly by their own admission, a bunch of monkeys. I can be on chat with 4 different people who say one thing and it never happens. It is the worst customer service I have experienced throughout NZ, Aus, Canada and USA. They've have reached a new low. Horrible experience! Totally abysmal.
28 januari 2026
Review zonder uitnodiging
The dont care about their customers
The dont care about their customers and treat them like they simply don't exist. I emailed them for months to get answers to simple questions, but was ignored every time and eventualy had to take them to dispute. They did respond to them and the matter is now solved, but CUSTOMER SERVICE is something they still need to learn.
28 januari 2026
Review zonder uitnodiging
Electric kiwi are total scammers
Electric kiwi are total scammers , they claim to have a office in Auckland but it has no land line or 0800 phone numbers . That's because you are dealing with people in the UK via internet only and the only thing kiwi about electric kiwi is the name . If you prevent them from fraudulently taking money from you as I did then they will refer you to Baycorp and then the text scams to your phone will start . Unpaid tolls , your parcel has arrived , NZTA fines and work from home text's each with links to scam addresses . DO NOT GO NEAR ELECTRIC KIWI and if you do then DO NOT GIVE THEM YOUR BANK DETAILS .
22 december 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Stewart, thanks for sharing your concerns. We're keen to clear up a few things. First off, we do indeed have an office in Auckland and our team is NZ-based which you can find on Google! So no worries about us being operated from the UK. We're an online-based company to keep it simple and costs low for everyone, which is why we don’t have a call centre. But we’re fully available via live chat, email, and social media if you need us!
Regarding billing, we do use automatic direct debit as our primary payment method, based on your usage and smart meter readings, and we send invoices based on your chosen billing frequency. If you'd prefer a different payment route, you can manage payments through your online account, or you might want to consider a provider that offers your preferred method.
About the scam texts you mentioned, it’s concerning to hear about those. Unfortunately, scam attempts have been on the rise across NZ. For your safety, it’s a good idea to check out these sites to help identify and report any suspicious activity:
https://www.artbeat.org.nz/new-scam-alert-in-new-zealand-2026-parcel-delivery-fee-message-trick-targeting-kiwis/
https://www.nzpost.co.nz/contact-support/scams-and-fraud
https://nzta.govt.nz/online-services/scams/example-scams
Reporting scams to the companies involved can help tackle the issue faster.
If you’d like to discuss anything or need assistance, we’re more than happy to help. Just reach out!
Really cool power peeps UNTIL SHIT HAPPENS
Really cool power peeps. Easy to set up; They respond online when i need them. Great company, and a great kaupapa.
This has turned into a horrible interaction. I arranged to pay my bill (lost bank cards made manual payments unavailable) and used the online chat twice. both were abject failures. After feeling supported I am now hounded by LATE FEES.
I will be looking for a new power company once this mess is sorted out. AVOID THESE PEOPLE
5 januari 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Thanks a bunch for the awesome review Patrick! We’re thrilled to hear you’re enjoying your experience with us and finding it easy to set up and get support when you need it. It's fantastic that our kaupapa resonates with you! Being a part of your power journey is what we're all about.
If there's ever anything else you need or just fancy a chat, we're here and ready to help. Cheers for being part of the Electric Kiwi whānau!
STAY AWAY, Electric kiwi are terrible
THERE IS NOTHING KIWI ABOUT THIS COMPANY. Electric kiwi are terrible. They hide behind a chat wall for their customer service. They also stuffed up my billing, not sending me a single invoice or direct debting my account for months and then letting my account get so high in debt, then they deduct it all at once a week before Christmas. Absolutely disgusting behavior leaving my family empty handed at Christmas for a fault of your own.
17 december 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Thanks for sharing your experience Jordan. It's clear how frustrating this has been for you, especially around the holiday season. As an online-based company, we focus on keeping costs down so we can offer competitive pricing, but I understand that doesn’t make up for what happened here.
We definitely want to get to the bottom of your billing issue. Could you please hop onto our live chat? Our team is keen to help, and we’ll look into what went wrong and work on getting it fixed for you. We're here to make it right.
They need a call center firstly
They need a call center firstly, secondly I've had the worst time dealing with someone on live chat trying to correct a mistake they made, I loved them up until I had an issue that needed resolving and they made it soo difficult. Followed by inconsistent email correspondence over days that never got resolved, left such a bad taste in my mouth that we're changing power companies.
21 november 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
We appreciate you bringing this to our attention, Olivia. It’s disappointing to know about the challenges you've faced. It's definitely not the experience we want for our customers. To keep costs down for everyone, we've opted for live chat instead of a call centre, but we understand it might not work perfectly for every situation.
We’re here and ready to help resolve any outstanding issues. If you’re open to it, please send us a message so we can look into your account and find a solution. Clear and consistent communication is a priority for us, and we'd love the chance to make things right.
Thanks again for reaching out, and we're here to support you if you’d like to explore further options!
Saying they didn’t receive payment !
Made payment and they added it back onto my account because they can’t find payment spoke to bank multiple times and they said they got it 6 months of fighting to fix it and they just don’t reply. Stop sending me bills because I complained then sent me to debit collector also check your bills
If I payed $60 they would only take $59 off happened on almost every payment power is also three times as much as anywhere else!
7 november 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Thanks for reaching out and letting us know about this issue. This sounds incredibly frustrating, and it's not the experience we want for anyone. It definitely shouldn't take six months to sort out a payment discrepancy. We’re keen to get to the bottom of this and resolve it once and for all.
Could you please DM us on Facebook directly with your account details? We’ll take a look with you and the bank to track down any missing payments. We want to ensure your account is accurate and that you're not being overcharged. Looking forward to sorting this out together!
Very simple and easy to switch with…
Very simple and easy to switch with just few clicks. No heaps of paper or telephone calls. All I needed was to read the terms and conditions and answer few questions.
22 oktober 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Thanks for the fantastic review Patrick! We’re all about keeping things as green and simple as possible, so we’re thrilled to hear that your switch was smooth and stress-free is just how we like it!
Welcome to the Electric Kiwi whānau! If you ever need anything, we’re just a click and a chat away :)
Outstanding Service from Electric Kiwi!
I can’t speak highly enough of Electric Kiwi! Their staff on the phone or live chat are always friendly, professional, and genuinely helpful. They make managing my power bill so easy and are always willing to go the extra mile whenever I have a question or need assistance. Nothing is ever a problem — they always find a way to help. It’s refreshing to deal with a company that truly values its customers. Highly recommend Electric Kiwi to anyone looking for great service and support!
22 oktober 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Wow Jenny, thanks a bunch for the glowing review! We're absolutely chuffed to hear about your experience with our team. Friendly, helpful service is what we're all about, and we're thrilled to know we've made managing your power bill a breeze.
We're stoked to have you as part of the Electric Kiwi whānau, and it’s awesome to hear we're hitting the mark. Thanks for the big thumbs up and for recommending us to others, you're a legend! If you ever need anything, we're just a chat away. Thanks again for your kind words!
Best broadband and cell provider I have…
Best broadband and cell provider I have ever had in New Zealand. Had awful experiences with the big ones (overcharging, insanely restrictive and punishing contracts etc.)
I have been with them for my unlimited data plan for about 6 months and just joined up for the fibre plan. Affordable, easy setup, fast customer service, open and transparent usage data... just super chuffed with the whole experience.
Thanks heaps guys! Hope you get bigger and bigger
23 oktober 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Wow, your review just made our day Lloyd! We're absolutely stoked to hear that you're loving our broadband and mobile services. It's fantastic to know that we've been a bright spot compared to the big ones, and we're thrilled to have you on board for both your unlimited data plan and fibre.
Thanks a ton for your kind words and support. We're super chuffed to have you as part of the Electric Kiwi family, and we're excited to keep growing alongside amazing customers like you.
Antwoord van Electric Kiwi
Hey Edward! Thank you very much for the wonderful review. We're happy to hear that things were efficient and helpful. Thank you for being a part of our EK family too :)
Very helpful to an older inquirer
As an older person I struggled with the online sign up and wanted an interactive chat with a human. The young man who returned my call was fantastic and soon had me sorted out. I feel alive with EK after being too lazy for too long with one of the big providers.
22 oktober 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hello Martin! Thank you so much for sharing your experience! We're thrilled our team could help get you sorted, and it’s fantastic to hear you're feeling alive with EK. We’re glad you enjoyed a good chat with our team and thank you for chose us for your next chapter!
Quick & helpful service through live…
Quick & helpful service through live chat.
21 oktober 2025
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Tolstoy! Thanks for the shoutout! We're so glad you found our live chat service quick and helpful. It's great to know we could assist you swiftly. Anytime you need us, we're here to help!
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Bedrijven kunnen reviews verzamelen via geautomatiseerde uitnodigingen. Deze reviews worden als geverifieerd bestempeld, omdat het evident is dat ze op echte ervaringen gebaseerd zijn.
Lees meer over geverifieerde reviews.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.