The Student Energy Group Anmeldelser 

The student energy group FAO NATHAN

Nathan was the loveliest guy I’ve ever spoken to on the phone! He was direct and so so kind. All my questions were answered despite being nervous and I felt instantly safe speaking to him! It’s so nice to speak to an actual person as someone who gets very anxious about money, I felt so so comfortable!

Customer service is awful, they don't respond to emails, their in app messaging service doesn't connect you to anyone, and phoning them results in no action from them.

Great service. Nathan was very helpful over email and sorted out my enquiry quickly!

Nathan; Many thanks to you and your team for your exemplary service and support while we were in temporary rental accommodation.
It was a pleasure doing business with you.
Best wishes for the future.
Peter.

Worst company I've had to deal with. Please do not go with these people, We got an email from them as our Letting Agency were associated with them and ignored the bad reviews. Big mistake, do not do the same as us. Support is unhelpful, ignorant and wastes your time.

Issues came up quickly on the start of our tenancy when they never mailed us a router, leaving us with the previous tenants one, which worked for a bit then suddenly cut off. It took us a long time to even get the order sent off as the support team had no clue what they were doing.

At the last month of our tenancy, our router shut down once again, It had turned out that they never extended the contract with virgin despite us telling them the end of our tenancy. Which they completely ignored. I had several calls with different support agents who all did absolutely nothing and "raised a ticket with the broadband team" who I also never heard from. Then I had another call were a support agent blamed the previous 2 agents and said they didnt actually raise a ticket and then proceeded to do the same thing. then my final call a week later I was told they couldnt extend it and we would be without WiFi for the whole month. Absolutely awful company

Stay away from this company. Didn’t do research into them before signing into a one year contract.
- Bills varied each month when we had signed to a fixed term contract.
- Our wifi was cancelled multiple times leaving us with no wifi for weeks at a time.
- We still have over 3 weeks at the property and they have cancelled our wifi early and have said they won’t start it up again for us despite us paying
- They are extremely unhelpful and hard to reach
I don’t recommend in the slightest

To start off with, all of the staff I have communicated with have been very helpful (once I got through to them). Everyone I’ve spoken to has listened to me and tried to resolve issues. However, as a company targeted at students with little experience in bills, they miss the mark.

We were forced to change from an unlimited plan to a standard plan due to our gas already being included in our rent, which was overlooked when we first enquired with them. We therefore decided to change providers as we wanted an unlimited plan and they could not offer us one without gas. We were then told we would be charged a fee for this, even though the bills package was misadvertised to us and did not mention we could not do unlimited if we already had gas included. After speaking to someone on the phone (and waiting on hold pretty much all day) we managed to get this fee removed, and I can’t thank the staff I spoke to enough for this.

However, once all of the tenants confirmed they would like to cancel, we have had no communication to say that this has actually gone ahead and have been left in the dark. I then received an email saying they could make an exception for us, and that we could be put onto an unlimited plan without gas included. This unfortunately was too little too late, as we had already signed a contract with a different company. There is clearly little communication within the company.

Overall, I would say if you need a package with electricity, wifi and water included, student energy group have a very helpful team and from my experience good packages on offer. However, anything more complicated than this is a challenge and is often overlooked.

Nathan was really quick replying to my enquiry and sorted it straight.

Great service

Recently used the student energy group while at University, it was great and the customer service was brilliant when I needed it. Nathan helped once the contract had ended and was very helpful

(Nathan at Student Energy Group) Excellent customer service responded very quickly and were very helpful

Nathan was very efficient and helpful in sorting out my final bill. Would definitely recommend as it's rare to find an energy company (in my experience) where the customer service is actually good!

Surprised by how simple this service ended up being despite the start of it being quite difficult to sort out. The lack of communication was hard to deal with but they eventually got better by answering phone calls and speaking to them through the online chat rather than just the bot, and also waiting an hour for a one word reply.

Our tenancy at our address ended on the 31st July and our accounts were due to close on 1st August, so today Nathan followed up with my closing email and asked for the new liablity and end of tenancy agreement. After sending over the letter and who is taking over liablity, Nathan replied saying our accounts were fully closed and we are no longer responsible for payments. It went so smoothly and honestly expected a much longer process for closing the accounts.

I want to thank Nathan for making that easy, and everybody else I have spoken to in the past such as Carter, Charlotte and Raza. As long as you know exactly what your questions are and are prepared to wait a little bit, then the team are ready to help. I wish for everyone else's experiences to be as smooth, easy and simple as mine.

They are really sneaky! DO NOT GO WITH THE FIXED RATE! It charged us £8 a day. That adds up fast. We ended up owing more than £800 in back pay even though we were paying £300 a month!

I would strongly advise avoiding The Student Energy Group. My experience trying to switch away from them after moving into a new property has been a 2-month ordeal of system errors and conflicting answers from their support team. All evidence point that it's a systematic scam.

They confirmed in writing that they were aware of my move-in and placed me on a deemed contract. However, when my chosen supplier attempted to take over the supply, The Student Energy Group blocked the switch.

Over a two-month period, they blocked my electricity switch 6 times and my gas switch 6 times (12 unjustified objections in total). Each time I contacted support, I was given conflicting information. One agent would claim the objection was removed and tell me to re-attempt the switch in another 10 business days, only for it to be blocked again due to what another agent called a "system delay." They never provided a valid reason for the initial objections, nor could they successfully process a basic supplier handover.

I was held hostage on their deemed rates for an unreasonable amount of time simply because their internal systems and support staff could not execute a standard switch. They are also not registered with Energy Ombudsman (except for businesses), not with the Utilities Intermediaries Association (UIA) and also not with DRO. So the only way to dispute a complaint with them is to take them to court, which I'll do.

Avoid this company at all cost. Even if you are on a flexible or a deemed contract, they will block your move for months to try to scam you for as much as possible.

The Student Energy Group were very responsive and clearly answered the questions I had. I was able to write my enquiry on the ticket system which is on their website and I got a response from Nathan very soon after. Thanks to the quick communication from the Student Energy Group I now feel much more sure in how my energy bills will work.

Nathan was friendly and attentive and prompt with his response. Overall good experience

I am new to having my own home and it's been very daunting but Nathan from DoEnergy has been so helpful and is a pleasure to talk to.

Had a problem with billing and direct debit but was solved quickly within 5 minutes thanks to Kyrun Daulet. Good energy company too with good prices.

I had a lot of problems trying to get in contact with them which was stressful but once I did it's been a great experience, Nathan has been extremely kind and helpful with the issues which has made my experience with the company sooo much better

Me and my roomates moved into our accommodation on the 1st of July, as per our CONTRACTUAL agreement we were promised that our broadband will be sorted out on the same day. This was an absolute lie. We have no been waiting a month for WiFi and have been going in circles with student energy group communication wise.

We contacted them and they informed us virgin media (our CONTRACTED broadband provider) couldn’t come to our area for some reason and we will be switched over to forest. I’ve never heard of them but at this point I just wanted it sorted out. Turns out they only put a request through and it’s gotten nowhere.

The next awful thing to point out is their communication. Do not bother emailing cause they will never respond. When using their app chat feature they will ignore any difficult questions as well. Due to their terrible management of our WiFi I missed an online conference I paid to attend for my research, when simply querying if they would provide compensation for this matter as they are liable and they broke contract they simply said “you will not be charged for WiFi this month”, completely avoiding my question.

When I got in contact with them, I requested updates on the WiFi being sorted out in which they agreed. Once again this was a lie as the only way they get in contact is if you contact them. The multiple times I called on this issue I’ve been told they will get back to me which was also a lie, they never did.

The most frustrating moment however the fact I called asking if it was possible to leave the WiFi part of our contract. This was because it’s objectively easier for us to just go and sort out our own WiFi (would’ve taken less than a day). I then got told to make this exit we would be charged the remainder of our contract. This is appalling, I don’t understand how they can break contract with us and suffer no repercussions (e.g. financial compensation) but if we simply wanna make both our lives and the student energy group company’s by letting them leave it leave it to us, WE face the financial consequence.

Their team EVERY phone call say “you WiFi will be with you in a few days” and every time I end the call thinking finally it will be sorted out, this relief is so short lived.

It’s not that hard to communicate and not lie. I’m so tired of this stress, they ruined a very big part of my studies and refuse to take accountability. The only positive is the customer service people are friendly but it’s just ruined by their lies and false promises.