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Got a question? Need more information about Pure Planet? Browse our categories or use the search bar if you have something particular in mind.

Covid-19 information

We want to reassure you that everything, including switches and our service, is business at usual at Pure Planet. If you've been financially impacted and are worried about paying your bills, we can help.

Got an emergency?

Smell gas? Call the gas emergency line immediately on 0800 111999

No electricity? Call 105 to get through to your local distributor


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Popular questions

Energy can be really confusing. We’ve collected the top questions our Members ask us.

What’s the switching process?

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.

Can I have a smart meter?

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 a Smart meter 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 or replaced with a SMETS2 Smart meter.

Some Pure Planet Members won't be contacted just yet. That includes anyone with non-standard meters, or anyone in an area where there's currently low network coverage.

How do I refer a friend or relative to Pure Planet?

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, choose 'Rewards' from your account menu bar. 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.

Get in touch

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.

Chat to Wattbot

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 DM on social media

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

Send us an email

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

What our Members say about their experience

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.

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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!

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We’re here to support you in difficult times

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.

Got 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.

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Struggling to pay your bills?

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 ‘Help’, then ‘Ask a question’ and let WattBot know you’re struggling to pay your bills.

Login to your account

Has there been a bereavement?

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.

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