Pure Planet and Hive have got together. You can save 15% off Hive Active Heating, or 30% off the Hive View smart indoor camera.
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We know COVID-19 is causing worries
We want to reassure you that everything, including switches and our service, is business as usual at Pure Planet. If you’ve been financially impacted and are worried about paying your bills, we can help.
Smell gas? Call the gas emergency line immediately on 0800 111999
No electricity? Call 105 to get through to your local distributor
You just need your email address and we’ll send a log in link directly to your inbox!
Energy can be really confusing. We’ve collected the top questions our Members ask us.
When you switch to Pure Planet, it takes us 17 days to complete your switch. There's a few different industry processes we need to go through.
We handle the entire switching process for you — there’s no need to contact your previous supplier, and no need for an engineer to visit the property. Your lights always stay on. We'll keep you updated via email, so if you're unsure what's happening please check our emails aren't falling into any promotions, junk or spam folders.
You’ll make your first Direct Debit payment on the day your supplies switch to Pure Planet, and remember, as we buy your energy upfront (based on the usage figures you provide us in your quote), we then split the cost of your energy over 12 months. We’ll collect a little less in the warmer months and a little more in the colder months. We do this as you’ll usually use less energy in the warmer months and more energy in the colder months — this helps prevent your account needlessly dipping between debit and credit. All this will be confirmed before you start your switch, along with your Direct Debit payment amounts.
Your second Direct Debit payment will be taken a month after your supply start date — once you're up and running you can change your Direct Debit date to a date you prefer in your account. Tap 'Balance and payments' in the menu.
We’ll also review your account every six months, to make sure your payments and usage are on track.
We’re rolling out second generation Smart meters (generally referred to as ‘SMETS2’) - installations of these meters are free of charge. Currently, we’re focusing region by region and have several teams moving around the country to focus on different locations.
We’ll get in touch when there are engineers available in your region, to ask if you’d like Smart meters installed. We’ll also check your smart meter eligibility - there are a few reasons why your property might not be suitable for SMETS2.
If you have a first generation Smart meter (SMETS1), this will be upgraded to the SMETS2 network in 2021.
Some Pure Planet Members won't be contacted just yet. These include anyone with non-standard meters, or anyone in an area where there's currently low network coverage.
You can introduce as many friends as you like to Pure Planet (please do!). When your friend switches their energy to Pure Planet, you’ll both earn a reward.
To refer a friend to Pure Planet, tap on 'Refer friends' in your account. Share your referral link however you like, and send them a message to let them know! When they switch, we’ll know it’s you who introduced them. And we’ll give you both a £25 reward once their switch completes.
Introduce your friends to great value, clean energy and enjoy extra rewards all round. More for you. More for them. Better for the planet.
Popular blog posts
Learn more about the energy industry, Pure Planet and sustainability over on our blog.
Our service is 100% digital
No more waiting on hold to call centres for hours on end! Here are the best ways to get in touch with us, with response times. Remember to check our frequently asked questions and help categories for answers immediately.
Already a Member? Log in to your account and tap ‘Get help & Support’, to chat to WattBot, our chatbot extraordinaire. If he can’t find the answer for you, he’ll pass you to our team.
Fastest response. WattBot answers immediately. Team responds within two working days
Wattbot available 24/7 Team available Mon - Fri, 9am - 5pm
Send us a direct message on Facebook or Twitter. If you’re already a Member, make sure to include your email address so we can find your account. Please include as much information about your query as possible.
Team responds within two working days
Team available Mon - Fri, 9am - 5pm
Pop us an email at help@purepla.net. Please include as much information as possible about your query so we can get straight on it.
Slowest response time
Team available Mon - Fri, 9am - 5pm
Don’t take our word for it. We’re rated ‘Excellent’ on Trustpilot, and we’re a Which? recommended energy provider, for the second year running.
Explore our Community and join the conversation
Have a question? Hear from our existing Members
Got a question about Pure Planet? Want to know what our Members really think? There’s over 45,000 Members in our online Community, and they love to chat!
Want to become a Zero Hero?
Join our Zero Heroes — they’re passionate about sustainability, electric vehicles, smart tech and reducing our collective impact.
We’re here to support you in difficult times
Find out what to do if you need extra financial assistance, there’s been a bereavement, or you need to make a complaint.
Please get in touch with us via your account first — we’ll always try and put it right. To make a formal complaint, see our complaints process and our complaints performance, click read more.
Times are really tough right now. If you’re in financial difficulty, please get in touch with us as soon as you can. In your account, tap ‘Get Help & Support’, then ‘Ask a question’ and let WattBot know you’re struggling to pay your bills.
If you need to take over an account in the event of a bereavement, just fill out our online form and we'll be in touch to help you get it sorted quickly.