Tomato Energy

[salty]

Where to?

 

[Gadget Geek]

Back to the future, Marty!

 

[APMG]

Fyi I emailed the complaints email about not getting billed they said it's a big issue their end they're aware of and will figure out plans for those impacted to pay back in time. You're also free to leave etc but still haven't actually got a bill since last October.. not sure how they're making money.

 

[johnb80]

Fyi I emailed the complaints email about not getting billed they said it's a big issue their end they're aware of and will figure out plans for those impacted to pay back in time. You're also free to leave etc but still haven't actually got a bill since last October.. not sure how they're making money.

Sit tight, dont worry, youre winning!

 

[Grandadgeorgec]

Update
Still with Octopus Go and its day 8 since the agreed switch date. No reply to 2 follow up emails requesting an update. Managed to contact Tomato CS by phone after 25 min hold (not that bad), only info they could provide was that my details are on a spreadsheet of customers who have not been connected and they hope they can give me a new date sometime next week. The CS agent could not confirm the cause of the delay or if compensation will be paid but stated they thought it was a regional problem.

I am inclined to just let this run to its conclusion to see how it ends but but but..... is this a sign saying stick with Octopus you silly old man.

Up Update
Day 14 since switch should have occured, still not happened. No voluntary contact from Tomato but a call from me this morning met with they can see I am on the spreadsheet to switch but cant say when this will happen or if I am due compensation in line with OFGEM rules for breach of contract.
Letting it run for now.

 

[Grandadgeorgec]

Up Update
Day 14 since switch should have occured, still not happened. No voluntary contact from Tomato but a call from me this morning met with they can see I am on the spreadsheet to switch but cant say when this will happen or if I am due compensation in line with OFGEM rules for breach of contract.
Letting it run for now.

Up Up Update

Posted on Trustpilot 2 hours ago with a 1 star and got a call from them almost immediately and a confirmation reply on Trustpilot. Gentleman appologised for delay, confirmed ongoing issues with some areas and my switch would proceed as soon as they are resolved.

 

[johnb80]

To help balance I've just gone on Trustpilot and given them a 5* review which accurately reflects my experience. It's commendable that they responded quickly to you following the review, it is a shame it had to get to that first though.

 

[Turkish]

Tomato have halted taking on new customers and won't even quote at the moment.

 

[Everest]

Tomato have halted taking on new customers and won't even quote at the moment.

I wonder if that could be related to Tomato not meeting their supply licence agreements wrt. Elexon's EFR targets

 

[mg4nick]

I re-did my maths (after a very disappointing season of Octopus Saving Sessions) and I decided to switch from Octopus (Go + Outgoing) to Tomato Lifestyle + Scottish Power SEG (as it worked out £200 cheaper over 1 year period - I have a 6.5kW solar and 9.6kWh battery system).

Switching my import to Tomato was easy (and I can see my meter readings in mywatts without any issues) - looking forward to the first bill. They wrongfully tried to take over both meters (import + export) but a phone call to Tomato sorted that out.

My SEG switch application to Scottish Power seems to be taking a little while longer (applied on the 3rd of Feb, received a request for further info on the 13th and not much feedback since).

I could have switched my export to Tomato - but they were only paying 7p/kWh while Scottish Power SEG pays 12p/kWh.

Has anyone managed to transfer only the export meter to Scottish power? How long did it take? What issues have you encountered?

 

[Jomarkh]

How long did it take for the mywatts app to show your data?

 

[johnb80]

I re-did my maths (after a very disappointing season of Octopus Saving Sessions) and I decided to switch from Octopus (Go + Outgoing) to Tomato Lifestyle + Scottish Power SEG (as it worked out £200 cheaper over 1 year period - I have a 6.5kW solar and 9.6kWh battery system).

Switching my import to Tomato was easy (and I can see my meter readings in mywatts without any issues) - looking forward to the first bill. They wrongfully tried to take over both meters (import + export) but a phone call to Tomato sorted that out.

My SEG switch application to Scottish Power seems to be taking a little while longer (applied on the 3rd of Feb, received a request for further info on the 13th and not much feedback since).

I could have switched my export to Tomato - but they were only paying 7p/kWh while Scottish Power SEG pays 12p/kWh.

Has anyone managed to transfer only the export meter to Scottish power? How long did it take? What issues have you encountered?

I did my export to Scottish power, it was about 1 week to get a response from them and once all of the questions were answered it was about a further 13 weeks before it went live. They did however backdate payments to the 1 week after application date and the meter reading given.

 

[mg4nick]

How long did it take for the mywatts app to show your data?

I think it was 1-2 days after the switch that I've checked (and to my surprise - it was working). I was kind of expecting for it to take weeks to see my data (based on feedback from this thread).

I tend to check it every 2-3 days and most times it shows up to the last night usage.

Once or twice it was 1-2 days late (wasn't able to see the last 2 days of usage).

 

[Grandadgeorgec]

Tomato have halted taking on new customers and won't even quote at the moment.

How do you know this?

 

[Grandadgeorgec]

How do you know this?

Ahh ok found the answer.

 

[JonnyG]

From Facebook Group "Tomato Energy Users Group" :-

From a Director :-

Quote :-

“Hi everyone, Really appreciative of all the support we have been getting from this forum. We have had a lot of discussions internally and have come to the conclusion that we should pause our growth whilst we address ongoing teething issues, ensure customers are well served and their needs met before we grow further.

We have proven we can acquire customers and customers really like our products. We however have to make sure our levels of service match the sophistication of our products and that customers are happy.

Over the next month, we will be focussing on these improvements whilst addressing some baseline issues and ensuring we have procedures in place for improved quality of service.

Thanks everyone for your support. We hope to resume taking customers again in about 1 month time.”

And from another non affiliated poster :-

Quote :-

"It’s been an interesting couple of days with Tomato following Farouk’s announcement.
Many saw it as positive. Others (including myself) were a little unnerved.
So I’ve been fortunate enough to have had the opportunity to speak with him directly.
I’m assured that this isn’t anything sinister. It’s a pause while they fix their current onboarding issues rather than them continuing to grow and build up more problems, and complaints. It’s more a matter of them growing far faster than envisaged and needing to get the existing customers sorted before bringing on any more.
I’ve been reassured it’s just a short term pause in bringing in new business.
As we know, there have been SMET1 issues, and more recently transferring in issues. My concern was that there may need to be major compensation payments and how would these be met by the Tomato Group.
Farouk has reassured me that this relates to a couple of hundred cases and in the overall scheme of things is very small amount.
The plan is for Tomato to get on top of the existing onboarding processes and also one or two other technical problems they are having such as some duplicated export billing.
I’m certainly much more reassured following on from the conversations.
To be clear… I am not affiliated to Tomato or any other energy provider. I don’t, and never have, worked in the industry. And I receive no remuneration in these areas. (I have historically benefited from a couple of ‘friends codes’ as the new customer to another supplier)
Obviously everyone needs to assess this from their own point of view. For me, it’s been reassuring."

My only concern is the wording "We hope to resume taking customers again in about 1 month time.” I would have liked it to have been more definite like "We will be ....."

 

[Gadget Geek]

Victims of their own success by the look of it.

 

[johnb80]

My only concern is the wording "We hope to resume taking customers again in about 1 month time.” I would have liked it to have been more definite like "We will be ....."

Really? Or could he be being realistic? Surely it's better to be honest and state theyre hoping to resume normal operations in a month as opposed to we'll up and running 4 weeks on Wednesday.