Ecotricity Reviews 6.480

Excellent customer service.phone number on home page, no searching to find one in very small print somewhere. Quickly answered by Emma, no queues and robots telling you the obvious, that you are in a queue.
A nice chat with Emma who solved my problem (it was my problem not Ecotricity) professionally and efficiently managed
This company can be a bit more expensive than some others but im on board with the green credentials and ethos of the way the company is managed. For this i sacrific other things. Its inpirtant to me.
Thanks for all your hard work
Keep flying the flag

Truly shocking customer service. I have just closed my account with them after 14 years due to a string of errors and cancelations. I had 3 different engineering visits cancelled at the last minute, with unsatisfactory explanations. I informed them that i had a faulty meter and they didn't seem to want to fix it for me, so i've changed suppliers to Octopus.

Lauren in Sales was clear, informative, and communicative.
The process was easy to complete.
Lauren listened to the issues I had and attended to them

I recently had an outstanding experience with Ecotricity's customer service team, thanks to the exceptional support from Magda. She was incredibly knowledgeable, patient, and helpful, going above and beyond to resolve my query. Her professionalism and friendly approach made the whole process really straightforward and stress-free. I'd highly recommend her to anyone needing assistance with Ecotricity - thanks Magda for making a difference!

I like the green credentials of Ecotricity and the icing on the cake is the first rate customer service.
They listen and take the time to address any problems or concerns.
Highly recommended

Dreadful company. I signed up with them last summer, received two estimated bills, then complete radio silence. No bills, no functioning indication of how much electricity I've used on their app/website. I've called them every month since October 25 to point out they've stopped sending me bills or taking any money off me (not technically true - the direct debit goes to them every month but just sits as credit on their site and they never bill me, it's over a grand now, and I still have no udea how much energy I've actually used. I might owe them loads, they might owe me loads. Who knows?)

Every time I call them they tell me there's a problem with my smart meter and someone will be in touch. No one has ever been in touch. In in 6 months of me calling them every month when my direct debit goes out and no bill appears.

No other provider has ever had a problem with my smart meter. Which isn't to say it might not have broken in the meantime, but you'd think someone might at least drop me an email or call me to say they're coming to have a look rather than just not billing for 6 months.

I had planned on just switching, though I'd have had to go through the ombudsman and point out they were breaking their contract by not billing me as I'm on a fixed deal. However global politics have overtaken me, and now is not the time to be switching electricity provider unless you want to pay 20x so I'm stuck.

In January this year, I looked to switch from the horrible EDF to another provider. I contacted ecotricity. spoke to someone called sam bennett. she lied to me. wasn't transparent at all. did not disclose to me that their company probably wasnt the right one for me as i'm low income and they do not cap their rates. i had told sam i was vulnerable and she still did not disclose anything. i found out a week later, on my own. i then quickly switched to another provider. i thought everything was fine. nobody told me otherwise. now we're in mid march, and i realised, again on my own, that my gas was never switched to the new supplier. ecotricity are trying to blame the new supplier, claiming they never requested my gas to be switched to them. my new supplier sent me screen shots proving otherwise. so they lied again. they also claim that if i switch now, i am slapped with a £75 fee for ending a 12 month contract early. furthermore, they cannot tell me how much i owe for gas, as i havent paid them a penny, as until now, i thought my gas was with the new supplier. they also would not give me my own account number by phone due to "data protection." they have done nothing to resolve this mess that isnt my own fault. it has left me terribly distressed when i have health issues. appalling.

Phoned expecting a long wait and problems discussing why my direct debit was increasing by 50% when my estimated annual cost was decreasing. ( emails 3days apart)
Phone answered on third ring by a human! Over the course of a long phone call the customer service representative was patient, courteous and professional. Explained the situation to my satisfaction and we agreed a compromise on the charges.

We’ve just switched our home energy to Ecotricity and couldn’t be happier with the experience so far.

We had been waiting for our previous fixed tariff with another supplier to end so we could make the move, and we’re really pleased to now be supporting a company that is actively building new wind and solar energy in the UK.

The switch process has been smooth, the communication clear, and it feels good knowing our energy is coming from renewable sources.

For us, choosing suppliers whose values align with our own matters, and Ecotricity are doing genuinely important work in helping build a greener energy system.

We’re very glad to now be part of that journey.

The lady I spoke to about some advice to set up a direct debit for my future electric bills was very friendly and very helpful in sorting out direct debits for my future bills. I have been with this electric company now for 5yrs have never had any problems at all with this company.

Avoid, terrible experience.

Really wishing I hadn't bothered moving from Octopus despite projected slight saving on tariff. I've been with Ecotricity since 4th Feb.

The Ecotricity app is light years behind the Octopus app in terms of displaying energy use innfo and it also insists on checking which property i want to see the information for each time I log in. I just have one property, save it as the default!

I requested an In Home Display (IHD) from Ecotricity which turned up after a couple of weeks. I duly rang customer services to get it commissioned. It is still not commissioned. It looks like a piece of hardware from the 90s. The Octopus mini worked first time without having to chat to customer services.

I had a latest gen smart meters installed last year. I did have a welcome message from Ecotricity on day of switchover so thought all would be well. However my first bill shows as estimated bill! I have asked customer services and they said they are receiving info from the electricity smart meter but not from gas. Well they both worked with Octopus and are industry latest standard smart meters so that's a bit pants! If it worked with Octopus then it should work with Ecotricity. I guess I will have to take meter readings each month which is obviously not a world ending inconvenience but it's friction I didn't expect from the move.

It's all just a bit aggravating. I don't have any renewables but if I did I would be tearing my hair out with the lacklustre technology from Ecotricity. I already have the date marked in my diary for next year to move back to Octopus. If I didn't have the stupid leaving penalty I would move back immediately.

I would say that customer service people I speak to are lovely and you don't wait on the phone too long when you ring, but they can't seem to sort the technology. But customer service at Octopus are also great so it's not a differentiator.

Needless to say all the annoying things came to light after the period during which i could cancel the move so I'm stuck feeling annoyed.

Had a simple question and received a straightforward answer in a friendly, informative and jargon-free conversation. What a breath of fresh air!

⭐⭐⭐⭐⭐ 5 Stars for Ecotricity – Outstanding Service from Jackie Moore
I recently contacted Ecotricity and was assisted by Jackie Moore, who delivered some of the best customer service I’ve experienced in a long time. From the very start, she was polite, warm, and friendly, while still maintaining complete control of the call. She showed genuine interest in the reason for my call and was empathetic throughout, making the whole experience feel personal and reassuring.
Jackie used my name consistently and handled everything proficiently, resulting in a smooth one‑call resolution. I ended the conversation feeling confident, valued, and genuinely inclined to stay with Ecotricity based solely on this first interaction.
It was incredibly refreshing to receive proper Yorkshire customer service straightforward, sincere, and delivered with care. Jackie is a credit to the company!

On 20th of February we went with Ecotricty for my Daughters little bungalow through Uswitch. She is a single mother so money is tight. Today, 9th March they have contacted her to say they are not honouring the deal. They wont give her a fixed contract and the Tariff is 6 p more money. They wouldnt have done this if the Iran war hadnt kicked off. Avoid this company like the plague, disgusting

Eleri was fantastic! She set up my new account and started the process of changing my prepayment meters to credit meters. She rang back when she said and made the whole process really easy. Thank you!

Incredible level of service received over the telephone. The response was personable, efficient and my issue was resolved quickly and professionally. Couldn't recommend Ecotricity more highly.

Spoke to a real person who was polite and helpful, answered all my questions professionally and explained everything really well.

Excellent service on recent call(s). Operators very courteous, clearly understood issue and resolved it well. Short wait times too.

I initially had a very poor experience with a customer agent during an unexpectedly stressful situation with billing which arose due to confusion on both sides.

The second agent I spoke to, Seba, was amazing. She was patient, empathetic and sorted the most crucial parts of my issue within minutes.

I have to also say that Emily in complaints was absolutely amazing in turning things around. She did a full review within days, responded to all of my points in great detail, and was fair. She listened back to my call within a couple of days, was frank in that this issue should have been handled better, and stepped up to help me. She was so proactive in sorting out both my experience and the rest of my home move. I think she could see that I was always acting in good faith and responded accordingly. Thank you, Emily.

They've proven themselves and I really value a company that steps up when things go wrong, and I do feel I was just unlucky in my first interaction.