The Student Energy Group Anmeldelser 

This is my second time having to leave a review about The Student Energy Group (TSEG), and unfortunately the problems have continued and become increasingly serious.

Since moving into my flat in September 2025, I have had ongoing issues with incorrect billing and have repeatedly had to contact TSEG to get bills corrected. There has not been a single month where I haven't had to chase them about something.

Several months after moving in, TSEG informed me that I should have been paying a different electricity company for the entire period. This was despite TSEG having billed me every month and accepted my payments. Three separate customer service agents, Carter, Charlotte and Raza, told me that I would receive a full refund of more than £500. After waiting around two months and repeatedly asking for a clear timeline, I was then told that they would not refund me and would instead offer £50 credit to my account as an act of “goodwill”.

During this time, I had already settled the balance with the other electricity company based on the information Carter from TSEG had given me. I left an honest review on Trustpilot about my experience, and, conveniently, I received the refund from TSEG just hours later without any correspondence explaining why they were now suddenly able to provide the refund after telling me it was not possible.

The situation became even more confusing afterwards. The other company later informed me that what Carter at TSEG had previously told me, that I should be paying them instead, was actually incorrect. I was told I should have continued paying TSEG. I subsequently received my refund from the other company and am now trying to settle my balance with TSEG and switch to Octopus, but TSEG has blocked my switch and I have struggled to get a response despite sending countless emails.

The customer service agents I have spoken to through the online chat are generally friendly, but my experience has been that promises made through the chat are often not followed through on and information is not correct. Emails have also repeatedly gone unanswered even after chasing repeatedly.

On top of this, our monthly bills have frequently been incorrect. On multiple occasions, the nighttime electricity usage has been increased by around ten times, despite us submitting meter readings.

Dealing with these problems for the past year has been extremely stressful and has had a serious impact on my mental health and wellbeing. I have spent countless hours going line by line through my bills finding incorrect calculations, chasing incorrect bills, refunds, account issues and communications that should have been straightforward.

If anyone moves into a property supplied by TSEG, I strongly recommend switching providers as soon as possible and carefully checking your bills line by line from the beginning. In my experience, TSEG made repeated billing errors, and these errors conveniently only ever resulted in me being charged more rather than less.

I would strongly encourage anyone who is currently with TSEG to check their bills against their meter readings and keep records of all correspondence and payments

We’ve had no WiFi for almost 3 weeks and we everytime we call someone says “we will chase it up”

I recently moved in to my uni house and me and my housemates went with the student energy group bills package. Since moving in, our Internet has not worked at all, leaving us with no WiFi for 12 days now. We have repeatedly called (waiting on hold for 2+ hours each time), done live chats, and have submitted a formal complaint but are yet to hear about when the issue will be resolved. It is unfair that we are paying for a service that we are not receiving with no time frame as to when it will be resolved.

Update 12/10/26

This still remains unresolved 5 weeks later and we are still left with no WiFi. Also, we are now receiving threatening letters from tv licensing as it appears student energy group cannot administer that correctly either and have not registered our address despite us paying for a license. I am furious.

Had a really positive experience with Student Energy Group during a recent home move. Nathan was incredibly friendly and went above and beyond to explain everything clearly, making this process a lot smoother. Thank you so much, Nathan!

Over the past year Nathan has genuinely been one of the best people I’ve ever had the pleasure of dealing with as a customer. From the very beginning, he went above and beyond to help and made what could have been a mundane experience genuinely enjoyable!

Nathan is professional, knowledgeable and incredibly helpful, but what really makes him stand out is his personality. He’s fun, has a great sense of humour and is an absolute giggle. I actually found myself looking forward to his calls, which I never thought I’d say about dealing with an energy provider!

He consistently went the extra mile and made sure everything was dealt with properly. Customer service like this is rare, and Nathan is a real credit to Student Energy Group. Thank you for making the whole experience such a positive one, i will miss our calls!

Me and my housemates moved in on the 21st, and were expecting the wifi router to be delivered then or around then. However, we have had no communication about it since the end of January, and despite the many, many, MANY attempts to contact them since moving in about the whereabouts of our wifi router, we have been given completely unhelpful answers from the team, on the rare occasion that they do answer our requests.

The waiting times for the chat and phone number are absurd, they haven't responded to any emails, and despite the fact that we have paid for this service, we still have no clue if/when we will get wifi.

We attempted to go straight to Virgin media about this to ask if they had an update, but despite the fact that TSEG says we have an account with them, Virgin had no record of us on their end.

We are at our wits end, and have exhausted all of our options and we really don't know what to do. :(

I had a previous contract with the SEG, and most things moved very smoothly. Upon starting a new contract, my energy bills were setup promptly.

I included a Virgin Media broadband package with the billing package as we already had the Hub from the previous contract. We were asked to provide a MAC address for this hub so it could be reactivated, which was done immediately.

Since then, at the time of writing, I have been waiting 23 days for any sort of update or resolution. I have called dozens of times (almost every day they have been available), sat on hold for hours at a time, and have achieved nothing. Every time I call, I am told 'it'll be sorted soon', 'this has been escalated' 'this has been expedited', and in several cases 'this is a really quick job, it should be sorted today'. Multiple times I have been told incorrect dates when raising tickets, but the main story seems to be:
- The customer experience team keep telling me it's been escalated and will be sorted soon.
- The issue has been passed to the Broadband Team (who have no direct line, I've been told when asking)
- No-one knows what the issue is.
- No-one knows why it's taking so long (Multiple times, this has been called 'Unacceptable' by the team, and it was confirmed to me this is not normal at all by the customer experience team for the time it's taken.)

I require the internet connection to live at my address as I work from home. I have so far not been home since the 6th.

When asking what I can and should do, I have been told to 'raise a complaint', 'keep emailing and calling so we see you on the list'

Other serious miscellaneous issues I've dealt with on this saga:
- No updates to emails and tickets after the initial request for the MAC address.
- Being told it would be fixed, and being told I would have updates on specific days, which I did not.
- Very long hold times on their only contact number.
- They seem to close their phonelines (Two Thursdays so far) for training for the entire day.
- After being told it would be sorted very quickly, then eventually reaching out to Virgin, they confirmed no-one had reached out to them from SEG.
- I have been promised updates multiple times, and have never once received one which I didn't have to chase down myself.

I have never written a complaint before, nor have I ever felt the need to, but this has moved me to take any and all actions I can.

I have no confidence that I will have my internet connection back this month and do not know what I will do.

For the most part was a good company. Had an issue last year where they double charged us. This was fixed after a bit of a back and forth. This has happened again this year. Unfortunately no response. Multiple tickets raised with them. Called and advised I would receive an update to no avail. Been multiple weeks, they keep trying to take the incorrect amount while ignoring any forms of contact.

Edit: More than welcome to respond to me using the customer channels. I still have no response. Surprise surprise public facing communication you reply within 3 business days (gotta keep face). Why do I have to put a bad review to be replied to. Lowered review score further as this is poor practice.

Edit 2: received around 20 emails demanding details from me on here or my review will be taken down. My communications with SEG have been "consolidated", still no reply from anyone on the team.

Had to sort out an issue with my contract and was helped by Nathan

Once again he went above and beyond and made sure I was informed fully of my options

He really does strive to help and is a credit to his team...

Cheers Nathan !

Nathan was very helpful in sorting out my problem that I had and did it as quickly as possible

Emailed and had a call with Nathan he was really helpful and so nice to talk to. Helped me with a bill that I wasn’t expecting and prior to the call had very quick responses and assured me that he will fix everything. He also made sure I knew how to contact him in the future and made me feel comfortable to call about any problem I would have. Super helpful and also just a nice person who made my experience 10x better and more relaxing. Provided solutions and was very professional. Would recommend 😁😁

Genuinely the worst company I have ever dealt with - not exaggerating. We have had issues with every aspect of our student bills package, and the customer service is beyond terrible. Our WiFi wasn’t set up in time for move in and couldn’t get through to them to speak about it, and having issues with the connectivity has been completely ignored. I submitted a help request on July 12th and haven’t heard anything in over a month. It has now been almost 2 MONTHS and they still haven’t taken our energy or gas supply without any communication or explanation. They do not reply to help requests, and everytime we call they say they will pass it on to the appropriate team and we never hear back. DO NOT, I repeat DO NOT use this company AVOID AT ANY COSTS! Genuinely a nightmare to deal with and I would’ve paid twice as much for our bills package to not have dealt with them. Would have been infinitely easier to arrange the utilities ourselves instead of using this atrocious company. EDIT 01/09/2026: They have replied to my review (and other negative ones), but they have not contacted me and there is no way through Trustpilot to do so. They are trying to appear proactive and like they are going to help, but the truth is they haven't and won't. Genuinely atrocious customer service, PLEASE AVOID FOR YOUR SAKE!!!

Nathan was really helpful in resolving an issue I had with my utility bill. He was responsive throughout and made sure everything was sorted. Really appreciated his help and the great service

Do not use them, even though I was signed up to another bills management company, Student Energy Group set up an account for us without any of our knowledge and wouldn't give the supply back to the company who we actually signed up for, they're very sneaky, expensive and IMPOSSIBLE to contact with 0 customer service skills

I moved into my property on the 1st of August, but The Student Energy Group sent me a bill for the 31st of July charging an absurd £20 for a single day of energy. Despite not having a contract with them, I tried to contact them multiple times to correct this billing error. The man on the phone Lorenzo, just said thats okay we can change the date on the bill? He told me I couldn't contact individual suppliers?

They have not replied to a single email over 20 days. I also waited in their webchat queue for over two hours with no response, and their phone lines were closed for 'staff training' during standard afternoon business hours.

Because it was impossible to reach TSEG, I had to bypass them entirely and manage my utilities directly with the actual suppliers. This is something they told me not to do the one time I got through to them on the phone. Once I called the actual supplier Ecotricity switching was incredibly simple, and Octopus Energy successfully took over my supply today without being blocked.

I highly recommend that tenants avoid this service and go direct to the main energy suppliers instead. Corona, their preferred gas supplier owns the company according to the corona rep i spoke to so, i was lied to on the phone multiple times, told i couldn't contact suppliers which as far as im aware was against ofgem rules and untrue. one service rep i spoke to said he didnt understand the switching process ? Actual suppliers resolve issues in minutes, whereas TSEG is impossible to get hold of. If you have moved into a property managed by the TSEG do whatever you can to get away from them as quick as possible.
I am unfortunately sure this company will find a way to cause me more problems however in the coming weeks.

The reply below. Came 4 weeks after my first email. It took 4 weeks for them to email me. The response time and customer interaction here are atrocious. Furthermore despite having now left, my meter says it’s active with the student energy group for both gas and electric on their app/website.

these people are con artists.
we are being sued by them and we have never had an account with them.
trying to find out the details is impossible.
tried to talking to their vile debt collectors who can not give us any information except a total sum being claimed.
don't know what to do
we are at wits end

Nathan was very helpful and understood our situation immediately

Before being connected to a call with Nathan, I was left with no response on the live chat for multiple hours, and when the chat was opened, I was shot back in the queue. However after calling with Nathan, I could not have asked for any better service. He was incredibly attentive, truly cared about any worries I had, and was an absolute angel helping with my queries. He went above and beyond!

This energy group is not for students or anybody. They set up a contract which is incorrect from their side. And you have to pay for it. Cancellation charge is triple from other providers. You don’t get response from them and let you hang for 2 months. Ridiculous long waiting times on the phone. Loads of talk so you get confused. Please avoid. So many other options. Don’t understand they can operate legally. Scammers 100%

Trustpilot really should give the option for no stars.

This company is an absolute farce and actually doesn’t care two hoots about its customers. It probably thinks a score of 3.9 on TripAdvisor is a good score.

My son moved into his accommodation on July 17th when Do Energy part of TSEG say they delivered the broadband router. They didn’t and gave done absolutely nothing to rectify the situation.

The TSEG turnover £28,000,000 making a profit of more than £2,000,000. Well they should spend some of that on customer service.

Just a dreadful company run by 30 year olds (check Companies House for details) who don’t care and are too young to understand what customer service are about.

Avoid like the plague. Oh yes and they over charged in the first month.