Ecotricity Avis 

If I were able to give 0 stars, I would! I tried to switch my gas and electricity to this company via Money Savings Expert on 03/06/2026. On 04/06/2026 I received an email from Ecotricity asking me to telephone their customer service team as they needed to check my details with me in order to complete my switch. I telephoned within minutes of receiving the email only to be told that no one was available to deal with my enquiry and that I would either receive another email or a telephone call. I waited for this contact until 1645 on 05/06/2026 as the fixed rate deal I was interested in expired at 1700 on that day. This time I hung on the phone waiting for a reply until 1657 when I decided that it was too late in any case and the deal had slipped through my fingers due to the lack of customer service by Ecotricity. I have since emailed them, replying to their original email, saying that i no longer wish to switch to their company and have had no response to this email either. They really have no customer service whatsoever!
UPDATE 11/06/2026
Ecotricity eventually did telephone me about my switch request and Once I had explained my issue, they agreed to honour the fixed rate deal that I had applied for. I also received an email stating that their complaints team were looking into things for me. I decided not to proceed with the switch to Ecotricity as my experience of their customer service had been so bad. I received a further email from their complaints team today explaining that they had been caught out by an unprecedented volume of switch requests. I think that confirms my decision not to use them as any decent business offering a deal that is being widely touted by comparison sites as best on the market should be aware of the demand this will create and make the relevant arrangements.

Emily was very helpful and clear. All sorted very quickly. Thanks

Helpful and reassuring response to my telephone query and problem with electricity today. Excellent customer service and efficient reaction, thoughtful reaction.

Liyarna spoke very clearly and was very helpful in her explanations and with providing the information we needed.

Clear, personable, efficient and personable. The switch was made easy by the members of staff in the customer service and sales teams. Thanks

Switched to Ecotricity a few months ago and received first class service from the very beginning. Excellent supplier, competitive prices and would highly recommend.

The email demands that a manual meter reading is provided as a new customer. A phone call to cust servs confirmed that this is not required if a smart meter is fitted. Unnecessary waste of my time.

Switched to them a year ago.
I have switched energy company a few times over the years, and all of them had problems, ranging from minor niggling ones to fairly major.
I have to say that swapping to Ecotricity has been completely painless - they handled the switch as it should have been done - without any hassle.
They adopted my SMETS2 meters seamlessly.
Also their website is refreshingly clear - it's easy to navigate and find the information you need without having to wade through acres of upselling ads (looking at you British Gas).

Very impressed with the communication and ease of understanding tariff and payment options.

Great customer service and time was taken to explain things clearly. I feel reassured that my switchover will go smoothly!

The person I spoke to was very pleasant and knowledgeable.

For a long running period - due to the drip feed nature of the ask in hand (recovering commercial meters) - I benefitted from a polite, professional & efficient service. Very rare these says. Well done to the concerned. Thank you

Just joined ecotricity and spoke to Emma there .She was very helpful and nice and I am glad I joined ecotricity

clear and concise emily had a good telephone manner

The customer service representative was great what was disappointing was the fixed rate had moved from v2 to a much higher priced v9 in the 8 hours or so it took me to get through. All the links from Uswitch and gocompare went to a page saying someone would call back but they didn't meaning contacting direct (number hard to find) I also lost out on Avios points in switching to Ecotricity luckily for them I am interested in their green credentials

A power supplier that returns its income into developing more ways to generate green energy. Always keep one informed of these developments and reports the results. Not just the promise.
Also possible to speak to a person easily who wants to understand any issue and to solve it

Although staff are friendly there is a lack of urgency to resolve issues, I’ve been phoning for weeks as I’m on on a pay as you go meter & the display has broken. I now can’t see when my credit is low & several times I’ve been on a meeting and the electric has gone. I Keep being told one will be sent out but honestly I’m being fobbed off. I can’t get to my meter cupboard due to mobility issues & as a vulnerable person this is now affecting my mental heath. They really don’t care & have left me hanging.

Terrible customer service, my meter hasn't worked for months, since they tried to install a smart meter. They've tried to increase my bill even without a meter reading! I've called and emailed multiple times to try and sort it out, and no one gets back to me.

Lauren was very informative ,helpful and polite also phoned me back instantly when we got disconnected.

Most energy companies are dreadful and thought these were better. I'm currently just £74 in debit after a year with them and coming into the summer. Where my bill will go lower. They now want increase my bill by £42 per month. Which is £504 per year. My usage won't change and I'll m on a fixed tariff. So if I paid the amount they asking this last 12 month I'd be £430 credit. Now someone tells me how is that new amount fair? And considering it my money , shouldnt that be in my bank account not theirs