"So far so good"

So far so good

"Broken promises - nothing resolved."

Unfortunately I can only leave this company 1 star due to several months of exhaustively contacting them to resolve a simple issue. In October 2020 I moved over to ESB and I immediately asked to have a smart meter fitted to help me monitor my own spend.

I sent photos of both my gas and electric meters and was informed I was good to be fitted with a smart meter. When they arrived (this was a third party employed by ESB to fit the meters), I was told I could only get one meter fitted, even though I’d sent photos previously to ensure I could have both electric and gas. I dismissed this as a menial mistake and let it go.

In December I had the smart meter fitted for my electrics and from day one, the digital monitor displayed has not worked. It continues to say ‘waiting for meter reading’ 8 months after install. It is worth noting that the monitor is on the adjoining wall to the meter and displays full signal.

I have contacted ESB via email and phone more times than I can now count on my hands. Customer service are always polite and apologetic, informing me they will resolve this issue and that what I have faced has been unacceptable… this includes talking with managers. However, this being said, not once has a single employee contacted me back as promised or seemingly attempted to sort this simple issue for me.

I was called recently asked if I wanted to renew - I explained I had no intentions of doing so until the current issue was rectified. Again I got the whole “I completely understand, this isn’t our usual level of service and I’m sorry that you have had this experience”. However, that’s as far as it gets every time.

I understand that to a large company a single smart meter monitor is menial and probably not of interest or concern, but to me as an individual, watching my spend is important and the entire reason I got the smart meter installed in the first place.

It’s extremely disappointing that the level of service I have received has been so poor and that I have had to chase a company for an issue that is no fault of my own for over 8 months.

"If I could give this company a zero I would"

If I could give this company a zero I would, absolutely terrible and I will never go with them again.

Before I moved into my new house they rang me saying they would like myself to go with them, they did some checks on the phone and said that the house is electric only, which it was actually electric and gas. I asked about why they said this was electric only and they couldn't give me an answer. I then asked if I could change my account with them to electric and gas and I never got a reply back.
When they contacted me they mentioned that they prided themselves on their customer support but that is what I would say is the worst part about this company.

"very good service"

very good service

"The transition to ESB"

The transition to ESB was smooth and effortless ,looking forward to experiencing their great service

"Christie was 10/10"

Christie was very funny and personable, had a great chats aswell as the business side of the conversation. Couldn’t of asked for a better handler on the call, real gem the company has there!

All the best Toby

"Ok up until recently when I had a…"

Ok up until recently when I had a problem with my gas supply with resulted in Cadent (excellent service from them I have to say) arriving and having to replace my meter. Since then I have sent numerous emails containing a photograph of my old meter and the new meter asking for my meter reading to be updated. It's very rare to get a reply and still, a month later, this hasnt been done. Nobody ever returns my emails, customer service is non existent. Will someone PLEASE have the courteousy of responding to me and getting what appears to be a small job done. Cadent had to dig my drive up and came the very next day to reinstate it why oh why is this such a big issue for ESB to do such a small job.

***Stephen, please supply your personal work email address to respond to as I have had no joy nor response from the standard email address. Many thanks

"Efficient and pleasant"

My query about the existing supply to a property was handled efficiently, accurately and above all pleasantly by Elle. Follow up material was despatched quickly with again a pleasant overtone to the e-mail.

"Excellent customer service"

Very professional young lady called Brooke who took time to talk me through the options and once decided related all the details in a succinct and professional manner.

"Oliver white he call me today and he…"

Oliver white he call me today and he offered me the company services and deals very polite person explaining to me all deals I hear all and I did switch very nice experience I hope the company looks after him. tanks very much good luck to you all.Banbury