Orbit Energy Review Summary
- Great reviews on TrustPilot
- Accepts pre-payment meters and Economy 7 customers
- Five-year deal with Shell Energy means stable pricing
- No call centre. Customer support is via email only
- No app for account management
- Most of the energy supplied by Orbit Energy doesn’t come from renewable sources
Who are Orbit Energy
Orbit Energy is a joint venture of Australian based Energy Global Investments and US-based Genie Energy. The company started supplying electricity and gas to UK households in 2018.
A five-year deal has been signed with Shell Energy which means that Orbit Energy should be able to maintain stable prices for its customers. The company promotes itself as a low-cost energy supplier but it is not the cheapest energy supplier available.
Although Orbit Energy is an online-only energy supplier it does not offer an app for account management. Customers can manage their accounts via Orbit Energy’s website and all customer support is conducted via email.
Despite not being the cheapest energy supplier and only offering customer support via email rather than via the phone, Orbit Energy is well thought of by its customers, with the vast majority of online reviewers being positive about the company.
Orbit Energy offers both fixed rate and variable rate tariffs. It claims that it will automatically offer its customers the best tariff it has to offer on the day that a customer switches or the day that a customer renews their energy supply contract with the company.
The company does not offer Feed-In tariffs.
Orbit Energy talks about how its energy tariffs are below the government-imposed price cap, but in practice, that means very little because its prices aren’t allowed to be above that price cap.
There is no information in terms of how much Orbit Energy charges, but it does say that it offers the cheapest of its tariffs to customers who are switching or renewing their energy supply contracts. However, cheaper energy suppliers are available.
Customers cannot contact Orbit Energy via telephone other than if there is an emergency such as a gas leak. There is no live chat option at their website, either.
Contact is via email only, although the company does have a social media presence. The company claims that it responds quickly to emails, with a four-hour response aim.
As a relatively new energy supplier there are very few online reviews.
There are 1,200 reviews of Orbit Energy on TrustPilot where the company scores 4.3 stars out of five stars. An impressive 86% of the reviewers rated the company either great or excellent with only 10% of the reviewers rating the company as poor or bad.
Orbit Energy’s website is visually appealing but lacking in information. The information provided feels generic rather than specific to the company. There is a section talking about what a fixed rate tariff is, for instance, but no detail in terms of what Orbit Energy’s fixed rate tariff actually is.
Unlike most energy suppliers, there is no Orbit Energy app. This is surprising because it is not possible to contact Orbit Energy by phone so the only way that customers can contact Orbit Energy is by doing so online.
Orbit Energy is very open about its fuel mix and there is a breakdown of its fuel mix on its website. However, customers who are concerned about the environment won’t be happy because the bad news is that only 2.6% of the energy that the company supplies comes from renewable sources compared to a national average of 29.04%.
Coal and natural gas is responsible for 74.4% of the energy supplied with 19% coming from nuclear power. At 359 grams per kWh, Orbit Energy’s CO2 emissions are higher than average as well.
Orbit Energy complaints
The majority of complaints about Orbit Energy are about the fact that it is not possible to contact the company by phone. Despite the fact that the company claims that it aims to respond to emails within four hours, several people have found that it can take a number of days before the reply to an email arrives.
A number of people are also critical of the company’s “pushy” sales techniques, and say that within a month or two of having signed up to Orbit Energy their monthly direct debit was increased without them being told.
Orbit Energy login
Orbit Energy ensures that their online account access is secure by sending a link to its customers’ email addresses each time a customer needs to log in.
Customers can change their personal details, view and pay their bills and submit meter readings online. This needs to be done via a web browser as Orbit Energy does not have an app that its customers can use.
Do Orbit Energy work with pre-payment meters?
Customers with pre-payment meters can switch to Orbit Energy.
Do Orbit Energy accept Economy 7?
Yes, Orbit Energy offers an Economy 7 tariff.
Are Orbit Energy signed up to the Warm Home Discount?
No, but Orbit Energy claims that it has set its prices as low as possible so the energy that it supplies is affordable for everyone.
Are they signed up to the Energy Switch Guarantee?
Orbit Energy has not signed up to the Energy Switch Guarantee.
What billing options are available?
Customers can pay by regular credit or debit card payments, or by direct debit. Orbit Energy says many of its customers pay by credit card because that means they get loyalty points from their credit card provider.
Do they offer a ‘Dual Fuel’ discount?
No. Orbit Energy claims that it wants simplicity and fairness and feels that forcing people to buy both energy types from the same supplier is wrong.
Do Orbit Energy offer a smart meter? Do they accept smart meters?
Yes, Orbit Energy accepts customers who have Smart meters but those customers might find that their Smart meters lose some of their functionality and operate as conventional, non-Smart meters. Orbit Energy cannot accept customers who are using Smart pre-payment meters.
The company is planning to move all of its customers onto Smart meters soon, and is also working to support Smart pre-payment meters.
Do Orbit Energy charge exit fees?
Orbit Energy charges exit fees on some of its energy tariffs but doesn’t make it clear which tariffs have exit fees and doesn’t say what those exit fees are on its website.
Will they offer to pay a customer’s exit fees when they join them?
Orbit Energy does not pay exit fees if a customer’s previous energy supplier has charged exit fees because the customer has left a fixed rate tariff early. Any fees would remain the responsibility of the customer.
One complaint on TrustPilot relates to a customer who was wrongly told that their exit fees from their previous energy supplier would be paid by Orbit Energy. That customer found out later that this was not the case.
Do they offer any incentives to customers to refer friends/family?
Orbit Energy operates a referral scheme. However, the referral codes only work with their more expensive tariffs so in practice, it is not really all that useful. There are complaints on TrustPilot from customers who have switched on the basis that they would get a referral bonus only to find that the bonus wasn’t payable after they had completed the switch.
What happens if you move home whilst with them?
If you are moving home you will need to tell Orbit Energy the date you will be moving, your new address and details of the person who will be responsible for the property once you have moved. You need to give the company two working days notice. If you don’t give two working days notice you will be responsible for the energy supply at the property until two working days after you have given notice or the point where someone else takes over the supply if that happens earlier.
On the day that you move out, you will need to supply a meter reading so that your final bill can be calculated. You shouldn’t cancel your direct debit until you’ve settled that final bill.
If you move home while you’re on one of Orbit Energy’s fixed rate tariffs and end your contract early, you may need to pay an early exit fee.
Can you get cashback when joining Orbit Energy?
Cashback is not available to people who switch to Orbit Energy for their energy supply.
Do they have a Priority Services Register?
Orbit Energy operates a Priority Services Register.
How to contact Orbit Energy
No option to contact via phone.
You can email them through: firstname.lastname@example.org
Monday – Friday 9:00am – 5:00pm
Closed on all Bank holidays.
How do I switch to Orbit Energy?
The easiest way to switch to Orbit Energy is through our comparison engine here. This will allow you to check if Orbit Energy 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.