At the start it all seemed good with Electric Kiwi, we worked hard in free hour of power but because of their price structure it was still expensive. Not long after we joined the prices went up. We d... Toon meer
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Lees wat reviewers zeggen
'3 high school friends from Whakatane' the original owners, should be embarrassed at the apalling lack of service I received. 6 weeks of chat-bot platitudes, no idea how to solve my routine problem be... Toon meer
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I am still unsure of how the charges work on the MoveMaster power plan as I have worked hard to make use of my 'free hour of daily power,' take advantage of off-peak nights, and use off-peak shoulder... Toon meer
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Best broadband and cell provider I have ever had in New Zealand. Had awful experiences with the big ones (overcharging, insanely restrictive and punishing contracts etc.) I have been with them f... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
Electric Kiwi is an independent online New Zealand electricity retailer.
Contactgegevens
Level 4, 99 Quay Street, 1010, Auckland, Nieuw-Zeeland
- electrickiwi.co.nz
2,5
Slecht
209 reviews
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Customer of 8yrs, NEVER again!
Electric Kiwi have got increasingly expensive over the years, we are a household of 2 adults and 3 children in a 130sqm home and we have had power bills up to $660 a month. Recently had two $650 power bills back to back so $1300 for 2 months of power!! We recently requested to move properties and were told they would need to wait for a payment of $144 to clear prior to considering my request. I had just paid $800 1 week prior to bring my account up to date. Account had not been updated to show we no longer were on a payment plan and really they just make you feel like a peasant when you struggle to afford their high prices! A company that uses leverage tactics. Expensive. Difficult to deal with. We have decided to move power company and will not be looking back! Also good luck with their customer service, the chat is painful and timely.
19 juni 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hello Kate. We’re genuinely gutted to hear about your experience, especially after being with us for eight years. We know high bills and times of financial pressure are incredibly tough, and we regret that things felt so difficult during your final months with us.
If you’d like, we’re still more than happy to take a look at your account and see if there was a plan that might have better suited your household, or to clarify any confusion around the payment plan status and pending amount, often that pending payment is just the final step needed to bring the account out of payment plan mode. We’re always here to double-check and make sure everything is as clear as possible, even after you’ve switched.
We truly appreciate the all the previous loyalty and time you spent with us and, while we wish it was a better ending, we absolutely want the best for you and your family. We hope your new provider is a perfect fit and things are much smoother going forward.
Thank you for all your years with Electric Kiwi, and take care.
Worst Telco experience in my 50+ years
Worst Telco experience in my 50+ years, personal a business. Avoid like Covid!!!
Faceless company you can't call who hide behind messaging and cut you off when the end of shift bell rings.
3 weeks without internet which cost us money and time and once they ran out of ideas they blamed Enable and logged a job with them but never heard back.
We rang another company (Kiwiwifi.nz) and spoke to a real person in NZ who had us up and running in 2 days so draw your own conclusions on the many excuses, lack of service and complete incompetence of Electric Kiwi!!!
Reply 15/6/26 - Thanks for taking the time to reply.
1) Only gutted party was us as your team drained our bank accounts (mobile excess data bills) and took personal time from family wasting hours on LiveChat only to be cut off and then have to start all over. Electric Kiwi didn't genuinely care about us so would suggest removing Kiwi from your name.
2) Use all the excuses you want but it just stopped and a new modem, same ONT, many resets and hours of chat didn't fix. New company personally dropped off their modem and had us up and running within hours.... personal & professional service!
3) Know we will just be another customer forgotten by Electric Kiwi as you pin this reply to your cafe dartboard but we will pass on the word through our extensive NZ networks and help Kiwis avoid the same mistakes as we shouldn't have been treated like that when there was a solution, but you couldn't be bothered finding it.
14 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hello Karl, thank you for letting us know your feedback! We're genuinely gutted to hear about your experience. Going three weeks without internet is incredibly disruptive, and it’s clear we didn’t meet your expectations for support and communication.
From what you described, it sounds like the setup issue came down to the ONT and modem compatibility and tagging required for your connection. In these cases, our team often needs to wait for the local fibre company, Enable, to update settings, and unfortunately, their response times can be slower than we’d hope, especially for fixes to things like tagging changes.
We know this doesn’t make it any easier or less frustrating, and we absolutely take your feedback on board. Our team do their best on LiveChat, but a session can time out if there isn't activity for a while, so likely the team didn't intend to leave you hanging. We’re glad to hear your new provider was able to get you sorted quickly, and we appreciate you sharing your experience so we can keep improving how we help our customers through issues like these. Wishing you all the best from here!
Impossible getting help
I found it incredibly hard trying to set up a payment plan with electric kiwi while in hardship. I had set up a payment plan twice, and both times I was charged the full bill amount and not the payment plan agreed, and sent two disconnection notices.
Then made a complaint which was emailed back as resolved before they had emailed me their resolution which hadn’t been answered fully, but stating that my new plan was in fact active and ready to go. Then two days after that, the full bill amount was attempted again! And received another disconnection notice.
After emailing again asking why, the answered that it was an auto email but didn’t answer the reason the full amount was attempted out of my account.
Honestly so frustrating and like talking to a brick wall. Terrible customer service
4 juni 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora Laura, we’re genuinely gutted to hear how tough and frustrating this experience has been, especially when trying to set up a payment plan during a hard time. That feeling of being bounced around and not getting clear answers is the last thing we want for anyone.
The best way to sort out payment plan issues is to jump onto our live chat, where the team can check your account balance, payment plan status, and make sure everything is working as it should be. Sometimes, if direct debits fail several times in a row, the payment plan can be cancelled automatically and an email to let you know. Your account then reverts back to standard billing, which may have happened here. We definitely want to look into this further with you and find a solution that works.
If you’re able, please hop on live chat at your next opportunity so we can review your arrangement together and get things back on track. We’re keen to sort this for you and make the process much smoother from here.
Terrible service
Terrible service. Paid manual credit card payment and get email from them saying declined but showed it's gone out of my bank and to them. Over a month of arguing with it. Sending emails everything. No reply. The. I get told yes it went on then shows it went off and wasn't put back on. So I paid and never came off the account. Power changes without doing anything diff and I mean majorly. Wasn't even home one day but $19 for a day used...but a day home with heat pump dishwasher and dryer on and it's only $11 used. Nothing makes sense but when bills alter from $250-$600 in a month with no changes and manual payments missed...
And then the final straw was them trying to take money out on days not arranged. Was for every Thurs but I would get Thurs, then a Tuesday, then maybe a wed etc and they would break the agreement as money wasn't in there...it wasn't the right day that's why. They wanted $200 a week for power when power bills only $90. Said financially cannot do that and they didn't care. I gave up avoid at all costs. I'm taking this further for them to be be audited
1 juni 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora Casey, we’re gutted to hear you’ve had such a stressful time with your payments and billing, and we’d really like to help clear things up for you.
Our accounts are set up for direct debit as the primary payment method, but if you make a manual payment (e.g., by card) and we receive it, even after an initial decline, our team will make sure that payment is added to your account. From what you’ve described, it sounds like your manual payment has been applied, but we’re happy to double-check that for you to make sure everything matches up.
With billing, if a scheduled direct debit doesn’t go through, the unpaid balance is added to your next invoice unless it’s covered by a manual payment before the next billing date. That’s why sometimes your “amount due” can look higher, it’s the current invoice plus any unpaid past balance. If you see a bill of $200 but your usage charge is $90, chances are the difference is a previous unpaid balance being carried over.
In terms of the usage not making sense, it might be worth checking if you’ve signed up to the correct ICP (the unique identifier for your property’s meter). If you've signed up to the wrong property (the ICP on your account doesn’t match your actual meter) then charges can be incorrect. If you’re unsure, reach out to us with a photo of your electricity meter, and we can check it's set up right. It's always important to make sure you're signing up to the right address as the meter is the way power is supplied and accurately providing half hourly intervals of usage readings.
Power costs can also vary day to day, especially with time-of-use billing, depending on when and how much power is used. But we absolutely want things to be clear and accurate, so let us know if anything looks off, we’ll happily review your usage and address for you.
When it comes to payment plans, they must cover both any overdue balance and your ongoing weekly usage to be effective. We’ll always do our best to offer a plan that works, but sometimes extra support may be needed. If that’s the case, there are government and community resources like WINZ, MoneyTalks, and Citizens Advice Bureau that can help with guidance and energy support.
We’d really like to help sort this out and answer any questions you have. Please get in touch on Live Chat so we can check your payments, usage, and account details directly.
I switched from genesis and I regret…
I switched from genesis and I regret switching to electric kiwi for power. They are biggest scam never trust them again they overcharge me 2 times what I was paying. Stay away from it
1 juni 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora Ahmed, thank you for letting us know! We’re keen to help get to the bottom of what’s happened with your account. Billing with Electric Kiwi is heavily based on time-of-use so this means when and how much power and the time you use it at each day has a big impact on your overall cost, and plan fit can make a real difference. In some cases, a different plan or usage pattern might be better suited, depending on your household's needs.
We’re more than happy to take a look at your account and see exactly what’s gone on with your billing. If you’re open to it, please jump on Livechat or send us a DM on Facebook with your details, our team will help review everything and see if there’s a better option for you. Thanks for your feedback, and we’re here to help you find the best fit.
Appalled at the customer (lack of)
Appalled at the customer service (lack of). Two weeks trying to switch plans and not able to speak to a human let alone navigate the timeout feature on the chat. Frustrated
3 juni 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora A E! We understand it’s incredibly frustrating to feel stuck trying to switch plans, especially when chat wait times are up. With winter coming, we’re currently seeing much higher volumes on live chat, so queues are longer than usual.
If chat is timing out or not loading, it can sometimes help to try on a computer or uninstall and reinstall the app. You’re also welcome to message us via Facebook or through your online account so we can follow up with you directly.
Thanks for sharing your experience, your feedback helps us keep improving, and we’re keen to help you get your plan sorted as soon as possible.
Genuinly the best customer service I…
Genuinly the best customer service I have ever recieved! I help my parents with stuff like this due to language barriers, and the team was so understanding and kind. With other providers i’ve found them to be very impatient and passive aggressive. A special shoutout to Trent and Anisa at electrickiwi, they were SO kind and helpful. Kindness is so simple and goes a long way. I never write reviews like this, but went out of my way to make an account to do this. Thank you ElectricKiwi team.
31 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hey Mariam! Wow, thank you so much for your beautiful feedback! Reading your review truly made our day. We’re absolutely stoked to hear you and your parents felt supported and cared for, and it means a lot to know Trent and Anisa made such a positive impression. We’ll be sure to pass your kind words on to them!
Kindness really is important to us, and knowing it’s made a real difference for your family means the world. Thanks for taking the time (and going out of your way) to share your experience; it means a lot. If you or your parents ever need anything else, we’re always here for you. Thanks again for being part of the Electric Kiwi whānau!
Moved to these guys for cheaper power
Moved to these guys for cheaper power, big mistake. I made a manual payment as the app wasn't working. I find out that bank account is apparently un monitored so my payment wasn't processed. Trying to get someone to look into it is an absolute nightmare and trying to look into this is taking days!!!. I have over due payment and I've lost $61. They don't reply to emails, have no call center and the live chat is an absolute nightmare half the time it doesn't even load so how on earth am I meant to communicate efficiently. Absolute nightmare to deal with!!!!
29 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hey Jessica, thanks for sharing what’s been happening. We’re gutted you’ve had such a frustrating experience with your payment and getting in touch, that’s definitely not what we want for our customers.
For manual payments, the best method is to use the app’s built-in manual payment feature, as it automatically tracks and updates your account. Payments made by bank transfer to our old/unmonitored account can sometimes get missed, but we can absolutely help sort this out!
If you can, please jump on LiveChat (or try again if it’s busy) and send us a screenshot or details of the bank transfer you made. We’ll get this to our finance team, who can track down your payment to the bank account and manually apply it to your account.
We know it can be a hassle when support channels are busy, and winter is always when we get overly packed. We just want to get your account sorted and get that payment showing as soon as possible. Thanks again for letting us know what happened, and we hope to hear from you soon so we can fix this up for you.
Disappointed long time customer 2026
Joined this company early on when they first started and enjoyed savings for a few years but a year or two ago I received a letter saying power would be increasing and there was nothing they could do about it. I contacted them on live chat and asked based on our usage are we on the best plan ? I was told I was. Last winter I started getting monthly power bills of $800$1000 even $1100 and was shocked. I’ve just changed over to Genesis and the bill from Elec Kiwi was estimated for this month at $600 and the Genesis estimate is a tad over $300 with only a week to run. Nearly half for the same power used at the same times of day. As a long time supporter and early adopter with Electric Kiwi I am very disappointed and feel like I have been robbed of my hard earned money. I could understand if they had creeped up in price 10 or 20 % over others but to be double the price of one of the main players with a fully manned call centre is just extortion. They have promoted themselves as a cost saving alternative to the big player but this is false advertising and misleading. ( Note to Elec Kiwi. Don’t bother replying to me with it’s my meter or time of usage. Other reviews clearly prove you are ripping people off. Unless you want to refund me the extorted amounts you have stolen from me don’t bother. I’m going to lodge a complaint with the utilities ombudsman. I’m really pissed off 😡 and you guys need to take a good look at yourselves in the mirror and how you treat your customers.
26 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hello Rodger, thanks for taking the time to share your experience, and for supporting us since the early days. We’re genuinely sorry to hear you’ve been disappointed the last couple of years, that’s never what we want, especially for long-time customers and did want to offer some clarity to what would have been happening.
Electric Kiwi got started with the goal of shaking up the power market and offering real savings for people who wanted more control over their bills. That’s why our plans, especially MoveMaster, are time-of-use: the price you pay depends not just on how much power you use, but when you use it. Load shifting (moving usage to off-peak times and, for some, the Hour of Power) can really help unlock savings.
Our intention has never been to mislead, simply to give customers the tools to manage costs by being proactive with their usage. But we know this takes engagement and may not fit everyone’s lifestyle or household needs, especially during times of rising prices and higher consumption.
But we totally understand our model isn’t for everyone, but it's there for those who want it. If most of your power is used during the busiest peak hours, our plans might not deliver the benefits we aim for. Larger retailers, like Genesis, often offer flat rates that come with higher daily charges, which can work out better for households that can’t or don’t want to adjust usage patterns.
When prices increased across the industry over the last few years, we absolutely felt it too, and we’ve always tried to be clear and upfront when rates changed. We’re sorry if it felt like there was no alternative or that you weren’t given enough support to make the best choice for your situation.
We genuinely wish you the best at Genesis and hope the switch brings you the peace of mind (and savings) you’re after. If you’d like us to check your old account or review anything to make sure it was all correct, we’re happy to do this with you and with Utilities Dispute too, as you've mentioned.
Thank you again for your early support and for your honest feedback. We take it seriously, and reviews like yours help us improve our service for everyone.
I had a simple question about power and…
I had a simple question about power and probably able to be dealt with by one phone call in less than five minutes. Instead have to go through chatbox experience wasting time and then finding I have to go a "real person" and then finding 48 people ahead of me. This smacks of total take your money, get you on board (in my case all services) and then provide crap support.
26 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora Brian, thanks for sharing your feedback. With lots of new joiners and winter upon us, our live chat queue is busier than usual at the moment. We know waiting isn’t ideal, and we’re working hard to help everyone as quickly as possible.
At Electric Kiwi, we’re completely online-based without a call centre, and all our support is handled through live chat. This lets us keep prices as low as we can as an independent retailer for everyone and focus our resources on helping customers digitally.
You’re also welcome to message us via Facebook if that’s easier, and the team there can help with your questions!
I am review bombing this company.
I am review bombing this company for my partners sake. Scamming her even though she is up to date with payments and the new plan she was provided with and paid for was retracted on Electric Kiwis end after paying the $365 she was told no and now has to pay an extra $500 the following week.
Bloody con artists this company is, bunch of keyboard warriors stealing money from our already failing economy.
Stay away.
18 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora Phil, we’re gutted to hear about your partner’s experience, and we’d love to help sort it out.
Based on your message, it sounds like this might involve the Go250 plan and the pre-pay payment. This plan is a prepay plan and does need the account to be in credit to be able to activate. To start the plan, the initial $250 top-up needs to go through; this will also add on any existing balance on the account, so that the plan starts on a credit balance. By the sounds of it, the direct debit didn't go through successfully after a couple of attempts, so the plan may not process as expected. There are no extra fees for failed payments. A direct debit can fail to proceed with your bank for reasons like insufficient funds at the processing time, incorrect account details, or authority issues.
If you can, please jump onto our live chat or send us a DM on Facebook with some details so we can check the account and payments directly. We’re keen to review what’s happened and make sure everything is fair and up-to-date.
Thanks for letting us know, we’re here to help and keen to get this sorted quickly!
The 17th scam text arrived today which…
The 17th scam text arrived today which I will forward to NZ Police and Netsafe . Electric Kiwi are still furious that I stopped their unscheduled payment attempts a year ago .
Remember , Electric Kiwi is not a NZ company which makes them immune to NZ consumer laws , court action / rulings or Police action , they only need to walk away when they are finally exposed as the scammers that they are .I have given the Police and Netsafe the first 11 scam texts from Electric Kiwi but there is very little they can do as Electric Kiwi is not a NZ company .
Also , Is it just me noticing that suddenly from 5th October 2025 to October 18th 2025 (12 days) 9 people gave Electric Kiwi 5 star reviews which just happened to take Electric Kiwi's rating from 2.2 % (poor) to 3.4 % satisfaction (average) on Trustpilot . This is when Electric Kiwi must have discovered their terrible reviews at Trustpilot . Yes , Electric Kiwi are writing and answering their own fake reviews so if you are prepared to believe fake reviews from Jess Ness Delena S Tolstoi and the other fakes then perhaps you should be ripped off by Electric Kiwi .
Note : My hour of power was never discussed or offered by Electric Kiwi while I was a customer , just attempted unscheduled payment deductions which I stopped . STAY AWAY FROM ELECTRIC KIWI .
11 mei 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Kia ora Stewart, thanks for reaching out again and sharing your ongoing concerns. We’re gutted to hear about your experience and appreciate the opportunity to clarify a few points for you. We’d also love for you to reach out directly so we can take a personal look into things!
First up, Electric Kiwi is a New Zealand-registered and operated business. Likely what you are mentioning is that a few years back, we brought on overseas investment (66.8% at last count and available on Wiki) to help us grow after not having much luck finding it domestically. The spirit of the company is still very much homegrown and managed by our Auckland CBD-based team (who also hold shares), and operates under NZ law and regulations. Not something we shy away from or try to hide. We would have loved to have found that kind of backing locally.
Scam Texts
It’s frustrating and concerning to hear about repeated scam texts. Unfortunately, scams are on the rise across NZ from people impersonating legitimate companies like NZ Post, Waka Kotahi (NZTA), banks, IRD, and more. Scammers usually target numbers in bulk (using number generators, data breaches, or public profiles on social media, business listings, or classified sites like Trade Me), rather than targeting anyone directly. People can even unknowingly enter their number into fake "giveaway" or "competition" sites.
At Electric Kiwi, we never send texts unless it relates specifically to your account, usually only if we haven’t been able to reach you by email. If a text looks suspicious, please forward it to Netsafe or the company being impersonated. If you’re ever unsure, we’d be happy to check for you, just get in touch (Facebook Messenger or live chat) and we can confirm if it’s from us :)
Trustpilot Reviews
We officially claimed and began managing our Trustpilot profile in August 2025 and are now proactively reaching out to past reviewers to resolve outstanding issues. Around the same time (especially October), there was a significant influx of new customers (many moving from Frank Energy and Flick Energy when they closed) who left reviews reflecting their experiences, which increased our score from 2.2 to 3.4. Trustpilot is an independent platform, we can’t delete or fake reviews, nor do we pay for them. We genuinely welcome all feedback, positive or negative, so we can improve.
Hour of Power
Every Electric Kiwi customer gets the Hour of Power from day one, detailed in our welcome emails, invoices, website, and online account dashboard. We’re sorry if this feature wasn’t clear to you at the time. It’s always available and applies every day. There is a guaranteed hour of free power each day, regardless. It's then up to you to select the hour you would like to be free on your account.
Payments & Billing
Definitely no hard feelings on payments! We state in our T&Cs that direct debit is our primary payment method, based on your actual smart meter readings and your chosen billing frequency. Manual payments are always an option through the 'Make a Payment' button in your online account. If direct debit isn’t your preference, we get it. Choosing a provider with your preferred payment method can make things easier. We tried looking up your account, but it appears it may be under a different name. We’ll send a Trustpilot request for details, but please feel free to contact us on Facebook or through live chat too.
We know energy can be stressful, especially when things go wrong. Stewart, if you would like to discuss your experience further or have us review your case, please reach out. We’re here to help resolve things and ensure you feel supported. Thanks again for your detailed feedback. We appreciate it and hope to hear from you soon!
Requested a call back 2 days ago ...
Requested a call back 2 days ago .... the silence is deafening.
22 april 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hey Ian! Thank you heaps for letting us know! Unfortunately, at the moment with winter creeping up and the recent storms and floods causing outages, our inbox and call back queue are rather packed out, so it is taking longer than usual. Not our ideal but we are doing our best to get to everyone as soon as we can!
To get in touch the best way is to hop onto our LiveChat on the website, so that way the team can have a chat and get you sorted sooner rather than later! We hope to hear from you soon, and have a lovely weekend!
STAY AWAY FROM THIS COMPANY
I regret switching to Electric Kiwi (Kiwi Mobile). The pricing looked great at first, but I started getting unexplained charges and my plan minutes were dropping randomly.
Customer support is extremely poor — no phone number, no callbacks, and unhelpful chat agents who don’t seem to be based in New Zealand.
Now I’m stuck trying to leave, as other providers can’t transfer my number because Electric Kiwi’s details don’t show up properly in the NZ system.
Overall, a frustrating experience. I strongly recommend avoiding this company.
11 april 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hey A Sh, we’re really gutted to hear about your experience. It’s never our intention to leave anyone feeling frustrated. Choosing the right plan is important to make sure it’s a good fit for your lifestyle and how you use your phone day-to-day.
It sounds like you were on our Choice Lite plan, which includes 200 minutes per month, if you ever need more, the Choice Plan comes with unlimited calls and could be more suitable. If you have mobile buddies on your account, any extra minutes used by them will also show up on your bill, so it’s worth keeping an eye on their usage too.
With switching providers, our details are in the national porting system, so your new company’s tech team should be able to sort the number transfer. And while our support is online to keep things affordable, our NZ-based live chat team is always keen to help out. Please reach out if you need a hand or want to check your plan. Thanks for sharing your feedback. If there’s anything we can do to help you move forward or find a plan that suits you better, we’re here for a chat.
Amazing company ,excellent rates and…
Amazing company ,excellent rates and power and mobile provider.amazing online support ( Sarah k today was amazing)
Highly recommend!
9 april 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Penny! Wow, thanks heaps for the glowing review! We're absolutely stoked to hear you’re loving the rates, service, and mobile! Plus, you've made Sarah K’s day with that shoutout! We love having awesome customers like you in the Electric Kiwi whānau.
Thanks for the recommendation and for bringing your good energy our way. If you ever need anything, we’re always here for a yarn!
The worse Power & Broadband provider
The worse Power & Broadband provider. No way to speak to someone if there's an issue. The online chat has long waiting times. I spent 4 hours online trying to fix my modem and broadband out, only for no solution. Now Im wanting to move to another provider, which is taking days for them to communicate with the other company and myself. When you speak with someone, they drop off for 15mins at a time, making it even longer. Quick to take your money but slow to come through with the service. Save your sanity and join to anyone eles.
31 maart 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Wayne, we’re gutted to hear this was your experience with us, it’s definitely not the standard we aim for. It sounds like there were a few hiccups in the set-up process, and long wait times on chat can certainly make things frustrating. Thank you for giving us a shot regardless!
We hope your transition to your new provider goes much more smoothly from here. If you’re still keen for help or want us to look into what happened, our team’s here on live chat and happy to review things. Thanks for your feedback, it helps us work on improving for everyone. Take care!
3 phase power meter
We have been trying to get our 3-phase power meter upgraded for over two weeks and the experience has been extremely frustrating.
There is no proper phone support, only messaging, and the people responding don’t seem able to actually resolve anything.
When the meter installation was finally scheduled, the technician turned up to my house instead of the commercial property. I was then told this was my fault and that I could be charged, as they claimed I had given the wrong details. This was incorrect.
After calling Mercury Energy, they confirmed that the ICP number provided to me was wrong — it was for No. 4 instead of No. 9, which is what I had requested. Even the letter from Vector Limited had the correct address and ICP number, yet the job was still processed incorrectly.
This upgrade was time-critical as I had a tenant ready to sign a 3-year lease, conditional on having 3-phase power installed. I made this very clear, but there was no urgency or accountability shown.
Today I was told via chat that the paperwork had been sent to the metering company again. When I called the metering company directly, they confirmed they had not received anything.
Overall, this has been a complete breakdown in communication and process, with no ownership taken at any point. It has already caused significant disruption to my tenant where I'm giving free rent and the meter is still not resolved
30 maart 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Bryan! Thanks for sharing all these details. It’s clear this has been a really frustrating experience, and we’re keen to help get it sorted as soon as possible. From what we can see, the team sent off the meter upgrade request last week for your ICP as per the notification from Vector and the ICP they've listed too, but it sounds like there’s been ongoing confusion around the property details and communication with the metering company.
Could you please grab a clear photo of the meter at your property and send it to us via Live Chat? We just want to make sure the ICP you've selected at sign-up is the correct one in this case. An address mix-up can sneak in, so making sure we’ve got the exact right ICP number and location is the first step. Once we've confirmed these details together, we’ll chase up where the meter service request is sitting with Bluecurrent and ensure the right info is being sent through.
We completely understand how urgent this is, especially with your tenant waiting, and we're as keen as you are to get this sorted. Thanks for your patience. Let’s get this resolved for you!
Ok for power but shocking bad with broadband
Ok for power but shocking with wifi. We are paying for >800mbps and getting <50 during off peak times. It's not usable in meetings. It was a nightmare to set-up, requiring manual modem set-up which we have never encountered with other providers.
When I messaged to complain on the speeds they tried to analyse everything for about an hour before saying that the modem is possibly incorrectly set-up and to try again. I had previously followed their exact instructions to set it up. They don't seem apologetic at all. Even setting up mobile was difficult. Just stick with power or use someone else.
10 maart 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi there Laura. Thanks for the feedback, we aim for our troubleshooting with mobile/broadband to be efficient and easy, sounds like we missed the mark here. Some modems require additional setup to be usable on our services and this can be a confusing process sometimes. We would be happy to help aid this if you are still having the issues, please reach out via Live Chat or Facebook Messenger and we can get it sorted :)
It’s been very difficult to get hold off Customer Service Representative
It’s been very difficult to get hold of customer support at Electric Kiwi. I sent two messages early in the morning on 20th February requesting a call back (and left my phone number), but by lunchtime I still hadn’t received any response.
I then called their 0800 number (power outage line) and spoke to a representative who said it shouldn’t have taken that long for customer service to respond. She mentioned she would send an “urgent” email to escalate the matter.
As of 23rd February, I am still waiting for a call back or any response.
Based on my experience — and seeing other reviews mentioning delayed or no responses — it doesn’t seem like customer communication is a priority. As a potential new customer, this is disappointing and doesn’t give much confidence in their service.
Update:
Responding to Electric Kiwi reply(no option for reply)...
I have not emailed on Friday. I used Live Chat twice and had no reply than contacted the Electric Kiwi Power outage team.
20 februari 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Nathan, Thanks a bunch for sharing your experience with us. We're gutted to hear about the delays you’ve faced, and that’s certainly not the kind of service we aim to provide.
Right now, we’re experiencing a fair bit of traffic with emails, seems everyone’s moving house or signing up at the same time! For quicker assistance, we recommend jumping on our Live Chat feature, which you can find on our website. It’s the best way to get in touch with the team and have your issues sorted swiftly.
We genuinely hope to show you the kind of service we’re proud of, and Live Chat is ready and waiting to help you out. Appreciate your patience and giving us a chance to make things right. Thanks again, and take care!
Most bonkers sign-up process I've experienced
Several aspects of the web form didn't work, details were unclear and I spent about 20min on chat during the sign up process which was fine.
Then at the end it gave me a message that was clearly intended for electricity sign-up users, and I had to enquire about that.
Then my credit check got declined because there was a minor mismatch between the name I'd used to sign up to them with (Matt) and the name on my ID (Matthew),
which the staff refused to correct themselves, and requested I go through the entire sign-up process again. Not professional.
12 februari 2026
Review zonder uitnodiging
Antwoord van Electric Kiwi
Hi Matt, we really appreciate you sharing your experience. It sounds like the sign-up process was a bit of a mission, and we’re gutted to hear it wasn't as smooth sailing as usual.
Getting the full name correct in sign-up is key because that's what our partner, Centrix, uses for the credit checks. Once those details are in, they’re not details we can change on our end, which is why we ask for a re-submission if nicknames are used over legal names. We’re hot on keeping things secure and preventing any fraudulent sign-ups in check, which can make it a bit complex at times.
Your feedback great to hear and if you happen to remember which parts of the webform were giving you a hard time could you let us know on Livechat which parts?
Thanks heaps for sticking with us and for pointing this out!
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