Mercury Reviews 

Originally signed up with Trustpower we had the most expensive internet plan but since Mercury took over we began to notice some sites were too slow. When I rang they offered to put me on the option for gamers - we were already supposed to be on the plan that suited gaming so that was interesting. The rep clearly out of a call centre in India tried to convince me it was the fault of the site we were using, that the buffering was occurring due to them. Switched to 'Now' today and the site runs perfectly again. They don't care about retention.

Just waited an hour to have a chat to someone to connect our power. The phone robot kept repeating we had 1 to 4 minutes to wait. Absolute rubbish service. Go somewhere else unless you happen to like being treated like dirt.

As I write, I've been on hold trying to set up a connection for a second address for 67.5 minutes (apparently my wait time this whole time is 13 to 17 minutes...), and this was after I called the first time, and had to wait 36 minutes to speak to the first person

Don't waste your time trying to connect electricity with these people, as you'll only end up frustrated by the useless and woefully terrible service

4 days without internet service. Extremely disappointed. Customer service and Technical assistance very poor. I have taken all the necessary steps to show them the fault needs to be attended by an onsite Technician. But they keep me making turn on and off the ONT. Ridiculous! Now I can't work from home I am running out my personal data. Mercury electricity is so expensive and broadband has an awful service this is the time number 5 in 6 months having connectivity issues.

I received an email from Mercury that initially looked like a scam as the opener was simply hello with no name after. However after looking at my account on Mercury website it appears that my long-standing direct debit had been unable to be processed by my bank as they couldn’t find the account. After a lot of button pushing and a call back from Mercury (1 hour wait) it was established that somehow my account number from which the dd is made had been changed to something not remotely like the one it should be. And because it is paid from a trust account it was unable to be amended by phone. I had to reapply, fill out the authority form, sign,scan and email back. But to where? Email address not on website and the one on the dd form incorrect it seems. Next day, on to online chat service. Once again jump through security hoops, acct number, full name, what services, address etc. Terribly apologetic and operator put a lock on my account so that I don’t incur penalties or get a poor credit rating! For something I haven’t done!!!
Today, a cheery email from Customer Services Engagement (?) representative who tells me to fill out a dd application form and to have a wonderful day. I have replied, asking if he read my email WITH DD APPLICATION ATTACHED. Though I didn’t shout, but want to. I want to know if the reapplication has been received and actioned. The account is for 2 electricity sites and gas, so bills not peanuts. We’ve been with Mercury since the 1970s but have now completely lost faith. Other companies that offer dual fuel come see me.

Mercury is the worst utilities retailer as far as I have had. Their customer services people are not well trained. Their IT systems are completely rubbish, full of errors. I never had so many problems with other retailers until I switched to this rubbish one.

Cant run certain applications on this ISP where they run fine on others, and generally quite unstable.

Not supportive in hard times. Love charging fees and making hard times worse!

I was trying to exit, and they wanted to sting me $400+ to $550, depending on who you talked to.
Got out today they charged my CC almost $700!!
They should not have been allowed to take over Trustpower. They will cite the contract you had with Trustpower. So watch out.
Both power and BB was just too expensive. Not at all competitive.

I have Electricity and Gas with Mercury. As my current plan/contract expired a month or 2 back I emailed them asking what was on offer if i was to signup again. After 5 weeks i still had no reply. I emailed again and after another 2 weeks i have had no reply. There are many company's in NZ that have poor service but Mercury provides by far the worst customer service i have ever seen. I'm currently in the process to switch energy providers.

since being forced to switch fromtrusrtpower to mercury due to the sale. the ping to the servers (latency) and speeds have been no where near what they used to be.

Where to begin!! Door salesman lied soo so much about what was on offer. Stupidly signed up. Internet is so slow costs twice the price and power is now some how working out more expensive! Wish I had never switched. Customer service is a joke. Don’t return calls. Blame you for everything and say they can’t help. Phill one of the managers just promises to look into everything and you never hear back… save yourself the pain!!

Worst customer help an business I have ever dealt with have been lied to over an over this company is only about filling their pockets with your money …. It is pure filth
DO NOT MAKE THE MASTAKE OF JOINING MERCURY
I was happy with trust power

Was with trustpower and since the changeover my bills have been completely inflated with 'mercury'.
Tried to ring about moving house. No help so messaged about disconnecting and got told I get a fee of 95 because of my 'friends extra' savings that was through trustpower, I did not sign up for mercury so should not get an early termination fee at all.
Absolutely disgusted at the over charging. Nearly 20 years with trustpower and now I have to find a new provider that isn't going to rip me off.
Don't get sucked in. RIP OFF

I changed to Mercury 2 weeks ago after being sold a better deal than what I had. (Or I thought so.)
I have extremely slow internet connection ( sometimes I can't even connect to various apps or watch Netflix)
I have emailed numerous times ,spent hours on the phone and no one could help.
I tried with in the first week to get out of the contract, but they kept saying they could help. I have had a technician out twice at my own exspense and still we were not able to get connection only occasionally. We constantly do a Router health check and it says POOR QUALITY.
Still no help from Mercury.
I feel I'm paying for a service that I'm not receiving.
It effects our phones as well
I recommend think twice before changing to this company.

They only care about getting new customers onboard, the do not care about their exisiting ones.

3 years I’ve been with mercury, called thinking I might move my internet over to them and got told I cant get the fibre max as all the special modems for it are only for new customers and got told because I’m not joining that fibre I wouldn’t be applicable to get any of their promos either.

So misleading, and the phone service was terrible just so rude!

I’ll be moving all my services to another company because I don’t want to keep supporting a company that doesn’t care about existing customers.

I just had my call back from Mercury to explain my high bills since Trustpower got taken over by them. O.M.G THEY ARE SO RUDE!!! The guy tried to tell me there is no point in comparing bills because the usage amount will never be the exact same.... No s**t!! But they shouldn't be $200 more a month!!! And as for the wrong history of account information, my Trustpower bills at $192 a month and the Mercury having the EXACT same month and year history of that bill as over $500 seemed to be too much for the guy to understand and told me its a joke to compare old bills aswell. There is clearly some dodgy happenings going on with Mercury and I would highly recommend staying away from them!!! Go PowerShop!!!

After just being changed from Trustpower, my WiFi suddenly stopped so I contacted them, got told the usual stuff, reboot etc. After a very long time silence was told that I'll need a new modem which may fix the problem. Can pay at a reduced cost but have to lock it in for 24 months, which was fine so I asked what could be offered as paying for a service that I clearly wasn't receiving. Wasn't even offered a reduced bill next month for the time I'm not getting access to WiFi. So I'm changing. Trustpower were a lot nicer.

I've had issues with rewards not being placed onto our account. So got onto chat and spoke to Florida, and although she couldn't understand how it is overlooked, technical??, she sorted out.

I have been long time user of Trustpower now turned Mercury. Paying for the unlimited fibre for over $100 and my internet speed and connection sucks. I called so they can change my old router and they wanted me to sign a contract just to give me the new router. How ridiculous considering I have been their customer for long time. Now I think it is finally time to change providers. How disappointing. 🤦‍♀️