Ebico Reviews 1,994

Only been a customer for a few months but so far, so good. Straight forward to set up an account and easy to submit my first quarterly readings. When it arrived, the account was easy to understand and the Direct debit operated correctly.

New customer but so far had no problems, and easy move

Asked to have a meter removed was initially told to do it myself and after 50 minutes on the telephone that Ebico would have to arrange it. Made a date to have the meter removed and to ensure someone was at the uninhabitable property between 8 - 12 this morning and was telephoned at 8.20 to say the engineer was sick so would need to reschedule. Not ideal

So nice to ring a number and get to speak to human almost immediately.

Excellent customer service, by far the best prices in our area

It has been, and remains, a pleasure doing business with Ebico.

I am quite a new customer, but up to now I am very please with Ebico, you seem to know what your doing, unlike my last provider x

Ebico are very good at resolving issues. Excellent customer service provided when I switched over to them from my previous utility supplier.

However, I am disappointed that they do not provide a warm home discount for those on Employment Support Allowance. I have always been eligible and felt aggrieved and somewhat misled after my switch when I learnt that they only provide this to those on a pension scheme.

Excellent service

Only had 1 interaction with them and from their reply it was clear they didn’t read my email. I had to clarify once more what I said and everything was fantastic from that day forwards.

Straight forward and easy to use. Polite and helpful.

I had issues with with my transfer from nPower to Ebico. Unlike nPower Ebico customer service actually took ownership of the issue and sorted it out.

Not with Ebico long enough to give a complete review. However was dealt with well when unable to pay my bill as hospitalised for 2 months recently & were quite sympathetic & I was able to pay late & Sympathetic letter sent to me by Ebico.
Unlike Nationwide Bank who levied a charge for non payment of my credit card bill as I was in hospital & snotty phone calls by young 'lady' who was not understanding that I was unable to pay my bill as not able to get on computer as in hospital for 2 mthsl!!

Excellent and polite service, although it can be a slow process to get through by phone but that is typical of many utility companies.
This company is related to Robin Hood energy and as such has an ethical remit.
Prices are reasonable and this company offers a Green fuel tariff too.
Where possible communicate via their online comms. much quicker.

Great company, options no standing charge, no exit fee, and friendly straight forward company staff on the phone. Only left to take up a duel fuel supplier elsewhere. Thanks, Ebico.

Easy to use Web interface, linked in with smart meters too. Decent rates for pay on receipt of bill (quarterly). Have phoned a few times too, waits were OK. Query answered which is all you need. Moved another property to it as it simply works and I like its ethical side aswell. Canny company.

I don't know how many times I have to inform them that the property they are trying to bill us for is not fully converted yet and is not even connected to the electricity meter! The last man I spoke to thought that their estimated readings were more valid than me telling them the meter reading would still be at whatever they set it at because we hadn't started using the electricity yet.

Terrible company. Had nothing but trouble with them glad when they will let me change company as they refuse to let the company i do use take over my account as i had wished.

They are excellent so far. Billing seems fair. We had a British Gas smart meter installed and Ebico doesn't work with BG smart meters however that is a wider problem to industry wide to do with interoperability. Not Ebicos fault.

My experience has echoed that of a few others I read online and the issue stems from a lack of control / process to resolve issues when they arise, resulting in a really bad customer experience which it seems the support staff can do little to help with. Ebico's website, app, pricing and all other aspects of their operation seem great and their staff are genuinely friendly and keen to help, it just seems that they actually don't have the business setup in a way to do this. Sadly, it seems like it's down to luck whether you fall into this issue or not.

My experience has been requesting to move electricity and gas to Ebico in Autumn last year. After receiving my welcome pack and the switchover communications, I had an issue submitting meter readings through their app and sought support via email. When email support stopped replying to me, I tried phone support - they said they'd checked everything and fixed the issue for me. Some time later I received a bill from British Gas and it became apparent that the electricity supply was switched but the gas wasn't, despite both being requested to switch from British Gas to Ebico at the same time. Nobody at Ebico had noticed, no communications had happened to let me know this.... it was really strange.

Roll on six months and my gas is hopefully going to switchover tomorrow, following multiple failures by Ebico to request a switchover with the right details and they have to wait nearly a month between attempts, apparently. Communication throughout has been virtually non-existent except when I have chased and getting clarity on what is going on has been very difficult.

For a little perspective, it got so bad that British Gas actually called up Ebico on my behalf to guide them through the process of requesting a switchover and to check they had the right details as listed on the national register.... Ebico did not, despite repeatedly telling me they did and checking them with me, with photos, getting me to request confirmation from British Gas etc etc. I checked in with the customer service person who had supposedly been tracking my account since the first issue and she assured me everything was correct, then a week or so later they requested to switch the gas supply for a completely different meter located in another part of the country and delayed the process by another month.

I really wanted (and still do want) to support Ebico because their setup as an organisation to help combat fuel poverty is really a good thing. I also think they offer packages which very few other companies do and that is a real benefit not just to me, but to the market as a whole. However, it seems there is a genuine issue with their systems and processes that so many attempts to undertake a bread and butter operation like switching supply for a new customer can go so wrong, especially when they are supposedly being checked upon by customer support following previous failings.

The simple fact that for weeks and on more than one occasion, nobody in Ebico seemed to realise that they were not in fact supplying me gas and that their request to switch supply had invalid credentials but no system alert / flagging to advise that, shows a real issue in the basic operations and design of their systems.

I'm sure it comes down to luck whether you have a good experience or a bad one. If my switchover had been successful, I'd be giving them 5 stars. It's the fact that nobody seems able to do anything when it goes wrong that makes me feel obliged to give the lowest rating I can. Many other people might not have the time or the flexibility to pay two utilities companies for gas in parallel for 6 months until the accounts are sorted out... and yes, for the whole duration Ebico has been billing me the full rate for my Gas and Electricity combined tariff.