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As of 16th November 2021, Neon Reef has gone bust. The company had approximately 30,000 customers who have all be transferred to British Gas.
Neon Reef Review Summary
- Environmentally friendly energy
- Excellent app
- Mostly positive reviews on TrustPilot
- Prepayment accounts are not available
- Customers with a poor credit history may have to pay an initial deposit
- Not the cheapest energy supplier
Who are Neon Reef?
Neon Reef are a small supplier that is based in Poole. They aim to offer simple tariffs, green energy and utilise smart technology.
With these aims in mind, they:
- offer simple tariffs that only use green energy
- only offer paperless billing
- provide account management both through their website and app
Neon Reef support the Shark Trust and SHARE. Although there isn’t any information about what this support entails.
What tariffs do Neon Reef offer?
Neon Reef say they like to keep things simple, so they offer just two tariffs: one variable tariff and one fixed tariff. This is quite common with newer suppliers as definitely makes it easier to compare.
The variable tariff offers 100% green energy. As with most variable tariffs, there is no exit fee. The tariff is also only available online i.e. no paper bills.
Their second tariff is a fixed rate tariff which is fixed for 12 months. This has an exit fee of £30 if you decide to leave early and again it is only possible to manage it online.
How do Neon Reef compare on price?
Neon Reef don’t always show up on comparison sites and it on our test only showed up when looking at electricity only. They were however one of the cheapest suppliers.
What do other Neon Reef reviews say?
Neon Reef are one of the smaller and more recent suppliers to join the energy supplier market. They have however already managed to accumulate more than 1,000 reviews on Trustpilot.
They generally have a favourable rating, with 81% of reviewers rating them as either Excellent or Great. 15% of reviewers rated them as bad.
The bad reviews focus on a range of issues, from price hikes to slow customer service and billing issues.
| Rating | Percentage of reviews |
| Excellent | 68% |
| Great | 13% |
| Average | 4% |
| Poor | 2% |
| Bad | 13% |
Citizens Advice and Which? do not currently have sufficient data to rate Neon Reef.
How green is Neon Reef’s energy?
Neon Reef’s electricity now comes from 100% renewable sources. This has been the case since April 2020 and they only provide tariffs that use 100% renewable electricity.
Due to the lag in available Fuel Mix data, their fuel mix is very dependent on non-renewables, but this is because the data available only runs on to the end of March 2020. We have included it below anyway for completeness.
| Fuel source | % of supply |
| Natural Gas | 72% |
| Nuclear | 8.2% |
| Renewables | 8.3% |
| Coal | 6.3% |
| Other Fuels | 5.2% |
What is Neon Reef’s customer service like?
There is no official data on their customer service due to Neon Reef being such a small supplier.
They don’t have an easy to find phone number on their website however and seem to prefer that you email them using the contact form on their website.
Alternatively, they do provide a live chat option which you will see as soon as you log onto their website. When we checked their were two agents available and response times were very good.
What is Neon Reef’s website/app like?
Neon Reef have one of the nicest looking websites we have seen. When you visit the website you will probably initially be drawn to the fish swimming in the background, which is very cool!
The website itself however is quite limited in terms of content compared to other suppliers. There is an FAQ section but this is focussed on CVOID-19 support. Whilst there is a non-COVID19 focussed FAQ section, this only offers very basic questions and answers, and there is no real help section if you want to find answers to your own questions.
There is a page to submit your meter readings without even having to log in, which is unusual!
For such a small supplier, unusually they have an app. And it is available on both Android and iOS. The app offers the ability to submit meter readings, see energy usage and view payments and statements. There are no reviews on the App Store but Google Play reviews are generally positive and rate it 4/5 stars.
What billing options are available?
The only way to pay is via a monthly direct debit. As is common practice, an initial amount will be taken based on your estimated usage and this amount will stay the same throughout the year. This means you will likely build up a surplus in the summer and not have to increase your direct debit in the winter.
Pre-payment accounts are not available, and Neon Reef do not offer a discount for paperless billing. All billing is done online, so paper bills are not even an option.
Do Neon Reef offer smart meters?
Neon Reef don not mention whether they are currently installing smart meters or not.
Do Neon Reef offer a recommend a friend referral scheme?
Yes, Neon Reef currently offer a referral scheme. When you become a customer you will be given a unique link that you can share with your friends. For every person you refer, you will receive £50 credit and the new customer will also receive £50 credit.
Below are a few quick questions you may need answers to along with our Neon Reef review:
Do they work with pre-payment meters?
Neon Reef do not accept pre-payment meter customers.
Do they accept Economy 7?
Yes, Neon Reef accept customers who have Economy 7 meters although they do not offer a special Economy 7 tariff.
Are they signed up to the Warm Home Discount?
No, they are not signed up to the Warm Home Discount.
Are they signed up to the Energy Switch Guarantee?
Neon Reef are not signed up to the Energy Switch Guarantee.
Do they mention about the Priority Services Register?
Yes, Neon Reef do operate a Priority Services Register. You can apply here.
Do they offer a ‘Dual Fuel’ discount?
No, there is no dual fuel discount offered by Neon Reef.
Will they offer to pay a customer’s exit fees when they join them?
Neon Reef do not pay any exit feels imposed by a customer’s previous supplier.
What happens if you move home whilst with them?
There is no specific information on what to do when switching home with Neon Reef.
Do they offer any incentives for joining?
Neon Reef do not offer any incentive, unless you switch via a referral link.
How to contact Neon Reef
You can contact Neon Reef in a number of ways. Below as part of our Neon Reef review we’ve detailed all their means of contact:
Telephone: Not available
Office Hours: Monday to Friday, 9.30am–6.30pm. Closed on weekends and bank holidays
Office Address: Unit A 18, Arena Business Park, Holy Rood Close, Poole, BH17 7FJ
How do I switch to Neon Reef?
The easiest way to switch to Neon Reef is through a comparison website. This will allow you to check if Neon Reef is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.
They fail to reply to emails and no live chat available whenever I try.Really wish I had not entered a contract with them
Customer service useless!
I can’t even sign up, any postcode I enter states not recognised!!
This site cannot be contacted by any means whatever. I am beginning to wish I had not joined it and may cancel.
We signed up to reef several weeks ago and despite the fact that we have had emails with a welcome including account number we cannot log in to our a/c. As said not found telephone number, no respond to emails or website enquires, chat line a waste of time. Chat line seemed to be working, kept getting the ‘nearly there’ much later I just gave up!
Absolutely awful provider. I had never thought that customer service mattered when it came to a utility provider, as I just thought go with the cheapest as recommended on MSE. How wrong could I be.
I very rarely write reviews but I actually hope this avoids anyone else making the same mistake.
I tried to switch my supply to my new address and they said they couldn’t just switch it and would charge me a £30 exit fee which would be refunded if we switched again to them from the existing provider at our new address. I’ve since been told this should have been a simple switch by a friendly customer service person at Bulb.
What is worse however is that having setup the account and had confirmation everything was setup with my direct debit. I then discovered they had not taken any direct debit payments for over 6 months on the account.
Their response is just to say sorry it was an ‘admin’ error but you have to suddenly pay this accrued bill and the exit fee through no fault of my own and they won’t even waive the exit fee on account of their own incompetence.
You will also find that you have no phone line to actually discuss this in a sane way with someone. Instead you have ‘chatbots’ and service agents that only work during office hours. Or you have to rely on email exchanges that lead nowhere and are passing sensitive PII account information and bank account details across email messages.
AVOID AT ALL COSTS
Neon Reefs fixed rate tariff proports to offer a 1 year fixed rate which appears competitive. What they are not so keen to point out is that this rate is actually an averaged rate over the year. The first six month is a significantly higher rate than the last 6 months. This obviously has a cash flow advantage to them but also means they maximise their short term returns at the expense of tomorrow’s. I suspect that they will cease to trade as the fixed rate deals unwind, leaving customers actually having paid a much higher tariff than advertised.
Neon Reef obviously didn’t read any of my letters / emails, i have tried to contact them re your wrong details leaving no other option but to cancel the agreement with reef with as stated within the 14 day period.
Not a company they reply to emails in middle of the night (do they use a company outside the UK ? They obviously can’t read /understand ENGLISH )
I contacted Neon Reef recently (via chat – like so many nowadays, they seem to prefer to keep customers at arms length by not providing a telephone number). My concern was ‘what happens if I move home’. They stated that I would be subject to the exit fee of £30 but if I entered into a replacement fixed term contract at my new address they would reimburse the £30 which effectively waives the fee. As at 3rd September 2021.