"Where did it all go wrong ?..."

Bristol Energy used to be a great company to deal with. However, during the last 2 years things have gone downhill. Today it is virtually impossible to talk to anyone who can answer a question. Instead you get to talk to a message taker who takes the details & assures you someone will call you back, but they don't. After a week of frustration I've decided to switch to another supplier.

"Excellent customer service..."

Excellent customer service
Fair and reasonable prices

"When your system up and running your…..."

When your system up and running your not to bad.

"Poor communication..."

The service is ok once you get someone to actually call you back, I waited over 15mins for my call to be answered only to be told they could not help with the query as they were only an answering service and someone would call me back within 3 days.

"My bills shot up after around 3 months..."

My bills shot up after around 3 months.
I am hoping that now I have switched to a fixed contract, my bills will come down.

"Disillusioned..."

I was disappointed with "year 2" renewal rates.
Discount for dual fuels removed, and formula for converting gas meter units to KWHs is nearly 1% in excess of some others.
Very very difficult to contact to talk to someone who doesn't say "I'll get someone to call you back within 4 days" (and then they didn't !!). Emailing them was no better.

Update after reply below:
Phone number suggested by Jack is the one that says "I'll get someone to call you back" but doesn't !
I've renewed as I can't be bothered going through all this again. Will take a little time and will probably switch suppliers soon.

"Thank you Matt..."

Thank you Matt for your sensitive and warm manner and your constructive and clear support and guidance. Much appreciated.

"Overcharged..."

As per the other reviews we have been charged for energy when we have switched to another company. I have called and was told that they will call me back within 3 working days, 8 days later still nothing. We have sent emails all advising to wait 10 working days. no reply. However when we cancelled the DD they were able to send a email with in 24 hours!!!

"Seem like a nice company. Time will tell!..."

Signed up about a year ago. A few minor problems in that time with the web site, pass word and similar things. A phone call to them sorted these things out quickly and I might add in a very friendly manner. I did not wait ages on the line either, only about a minute or two. I send in my readings monthly using the App and this works quite well. I do have to get the input date correct or they put in an estimated reading for that month. I changed because it was apparently a better deal but I don't feel that my bills have changed significantly if at all. Maybe I am using more energy and do not realise. I wish that BE would change my tariff automatically to a cheaper one at the end of the contract. Instead, had I not called, I would have been put on to the standard (high priced) tariff. The burden is on the consumer to keep a track of the end of a contract and then deal with the changes. In fact why have a multi-tear system? Why not supply all on the lowest possible tariff?

I will stay with BE until such time as they are obviously dearer or give me bad service. I was with my previous supplier for around 25 years but rising prices occasioned the change.

"Bristol Energy keep sending bills for…..."

Bristol Energy keep sending bills for unused energy ? Even though have moved over to another supplier ? BE's accounting system is at fault having exorbitant bill's, because of this I cancelled the direct debit with my bank. Having moved over to another suppler (Octopus) my bills are very much lower and simply easy to understand. Caveat emptor of Bristol Energy wouldn't recommend to my worst enemy!