Switch2 Energy Reviews 3.314

The automatic meter readings across our entire estate have not been working since 26/11/2025. There seems to be no urgency in getting this fixed. A visit was scheduled then cancelled. They do not accept readings by phone anymore, just email. Emails used to be responded to quickly, now several days elapse before acknowledgement. I believe this is in breach of the new Heat Network regulations from January 2026.
Edit: The automatic meter reading is now working again, I've improved my rating in light of this.

I requested a call back which was done promptly.
Customer service Tenisha was very patient and explained the procedure of changing tenants, taking information and reassuring me in the process.
Excellent experience.

The agent at Switch 2 was very helpful with a meter issue that we have, and gave accurate signposting as to the exact contact point to arrange an on-site engineer’s visit.

The gentleman spoke clearly and explained things to me in a simple way that I could understand
He was very friendly and pacient and made sure I was happy and understood everything before the call ended

Got through to a really nice operator quickly who arranged for a call back within a couple of hours for an engineer appointment.

Friendly and helpful

My meter suddenly put me into £98 of debt.
Told to reset meter so here’s hoping it works

The lady I spoke to was very patient, helpful and informative. She was able to answer all my questions and I was spoke to very politely.

Betty was lovely but Switch2 in general are not great as a company. The general level of customer service is pretty bad and where I live they're constantly turning the heating/hot water off for "maintenance". Happens every month.

engineer, done a meter upgrade, Top job, no complaints, john the engineer, as been doing my meter upgrades for many years now . lovely bloke 10/10

Becky was very helpful. She answered my questions and helped me out with sorting how to go about my payment.
Thanks for being an attentive customer service personnel.

Switch have an extremely poor customer service when it comes to arranging maintenance visits. We have been attempting to arrange a visit for the last 6 months ( at their request) but their Customer Service staff are unable to arrange bookings, their Appointment Bookings staff do not call (as promised by Customer Service) and their online service has no flexibility if (like us) you need to come into London to provide access.
Very poor service and hugely frustrating

Pro service and genuine guy provided by John Billingham @ switch2

Friendly and helpful on the phone, got all the support I needed.

Terrible customer service. I’ve been a customer for years and the only time I have an issue, they let me down. I’ve cumulated over 20 calls, and my problem is still not solved. It started when my meter stopped working, I kept topping up money but the meter was never credited. An engineer could have been out the same day but customer service forgot to call me back. The engineer said the problem was fixed, it wasn’t, and it was the weekend. I was out of hot water and heating for a few days now. Over the weekend no engineers could be sent. Kept calling on Monday, they said an engineer would be dispatched the next morning. I received a call on Monday evening, that I couldn’t take, informing me the engineer would come in the afternoon. By the time I called back the customer service office was closed. When I called back again on the Tuesday they said there was a 10 day lead time for engineer. I had to call EON directly to get an engineer dispatched on Wednesday. Said engineer told me he had no job all day, and that customer service likes to mess with customers. He finally fixed the meter, but I had to call again to get all the money I paid for to get credited on the meter, because obviously they can’t do it automatically. Called today, they said it would be done, it wasn’t. So I have a working meter now, after a whole week without heating or hot water, and I have to survive the Easter weekend on emergency credit because the team didn’t apply the payments I’ve made. This is disheartening to be treated like this as a paying customer. I want someone to apply my credit, apologies for such poor customer service and also get compensated for the time without hit water, heating, and for the hours lost on the phone. Do people not care anymore?????

This company does not deserve to be in business!full stop? Horrible to deal with!impossible to get them to read my meter? Send me bill that have no relation to my usage!have made me go into debt and my metal health has suffered greatly!if I could change supplierers I would!unfortunately im stuck with a useless company!

Very good communication,knowledgeable and efficient engineer

Customer service is always really helpful and gets things done quickly. Was quick and simple to reduce my direct debit today.

Unfortunately my building uses a system that means we are all locked into contracts with Switch2 and the standing charges are high but cannot fault their customer service.