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Momentum Energy

Momentum Energy Questions & Answers

2.1 from 258 reviews · View Statistics

37 questions from our users

Mark B.

Mark B.asked

What are off peak and on peak times ?

1 answer
Jen
Jen

There are no peak or off peak times

Mark B.

Mark B.asked

What the off peak and off peak times ?

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey Mark,

Great question, it actually depends on where you live or where your energy account is for.

I recommend calling 1300 662 778 so we can accurately give you this information depending on your account.

Thanks,
-Kevin.

John R.

John R.asked

time off use rates

No answers
John R.

John R.asked

time off use rate peak and off peak

No answers
maz

mazasked

I was thinking of transferring my energy supplier to Momentum. Having read the overall reviews it appears Momentum has a very bad rating. Is this true.

3 answers
Gerry
Gerry

They quote really low rates - and then unless you have some kind of government level credit rating - they tell you that you dont meet their required credit score, and then offer you a more expensive energy plan. It needs to be investigated. Its highly unethical, as they do a credit enquiry on you in the process.

To put it in context - I have recently refinanced $1.55m in home loans, and had a car loan approved, all in the last six months. I am in the top 5% of wage earners in the country. Somehow I didn't pass the credit score for an energy account that was being paid by direct debit? Its unbelievable - this stuff should be investigated by the ACCC

I have had massive problems dealing with business accounts with them also. They are impossible to deal with. Give them a wide wide berth

maz
maz

Thank u much appreciated iselect.tryong to syeere to them

RICHARD M.
RICHARD M.

Wow, I had a similar result, they increased my electricity rate by about 30%, and when I went to change the plan to their cheapest advertised plan they said I don't qualify, as I don't meet their credit rating. I have never been refused credit and again would consider my situation as being in the top 10% bracket.
This must be a standard practice of theirs so that only new customers get that low rate. Very disturbing I just changed to a new provider, in disgust.

Anonymous762

Anonymous762asked

Dear Customer Service Representatives and Members,
I am a new Momentum customer. I am happy with Momentum so far.
Can your gas price go up a large amount within six months?
I am asking this question as I have read a few reviews about Momentum's price going up a large amount within 6 months of joining them. I do not yet know if they are referring to gas or electricity.
Kind Regards,
Anonymous member.

2 answers
Momentum Energy
Momentum E.Momentum Energy

Hi there!

It really depends what plan you were on when you signed up with us.

Our most popular plan is, Smile Power Flexi, is an open ongoing contract which generally has a price change at the start of the year VIC and mid year for NSW.

If you were on a fixed term contract for 2 years for example, you would have the same rates for those 2 years and will need to renew the contract with another offer.

If you have any further questions please do no hesitate to contact us on 1300 662 778.

Happy Friday!
-Kevin.

Anonymous762
Anonymous762

Thank you Kevin,
That is helpful information.
Have a great day.
Regards, Anonymous762

mazza

mazzaasked

We have Momentum electricity connected. What is the cheapest time of day to run washing machines and dishwashers etc? We live in postcode area 3212

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hi Mazza,

Thanks for the question.

It really depends on what tariff your meter is set on. Every property would have different rates based on the meter/address.

If you would like the precise details please contact our customer care team on 1300 662 778 or by email to info@momentum.com.au

Cheers
-Kevin.

Sarah W.

Sarah W.asked

Why is it that every time I get a bill it would seem no one has checked my meter. With my last energy supplier if they couldn't get out to check the meter (which was very rare) they would calculate the bill using the last bill as an estimate of how much energy you use and how much solar $$ we made. But not momentum energy.

Previous bills where between $80 and $120 due to the fact that only 2 people live in a small house and we both work so we are really only paying to keep the fridge running. New bill was a guesstimate from Momentum and the bill was $460 and barely took off any money for solar energy created. (On your bill A is for actual reading taken, E is for estimated reading, I had an F on my bill for no f#*king idea how to do a meter reading).

When I took my own photos and sent them to the customer service team, they said great we will change your meter readings. But not before the bill will be due which means I will get a late fee!!! Or I can just go ahead and pay the ridiculously high bill. How is it fair that I'm doing your job and having to pay for it too.

This is happening time and time again and it is getting ridiculous, at least give me a discount if you want me to do an hour of work to send in photos for every bill not a bloody late charge.

1 answer
Grime
Grime

Do yourself a favour and go to Tango.

Gavin M

Gavin Masked

Just curious as to what the 3 peak rates mean.
I have a general electricity bill of around $80 and in one hit it jumped to $550 with about 2/3 of it in 'peak 3'

No answers
Keith G.

Keith G.asked

45 minute and still waiting to talk to a consultant. New to Momentum and just received a disconnections notice for our gas. But we never received a first bill. Had the same problem with our electricity bill. Do these you have any idea how to do your job. Very unhappy and still waiting for a consultant. Is it time to change to another company?

No answers
Kylie A.

Kylie A.asked

I have just joined back with momentum energy and have looked at my bills and I have only been charged for peak hour but my family basically doesn't stay up during peak hour times we they are all sleep during the day and awake at night time night hours so how come I've been charged for the wrong hours thanks and I never received a welcome pack??

2 answers
Kylie A.
Kylie A.

I think smart metres are not so smart after all!

John
John

Our Government sold us the smart meter....... lots of promises but few were kept. We were supposed to have three rates; peak ( for normal day time ) shoulder ( for early mornings and later evenings ) and off peak or night rate ( you guessed it for night time). The meters were never programmed for three rates. Energy supplies don't have 3 rates .

sammybo36

sammybo36asked

Hi no will answer our question when we where with enrgey australia we where in credit of 2000 this happen in 2017 then when they swaped our metres we went from credit to -2000 within one quarter to the point I turned off our power and our bill was still over 2000 we just swaped to momentum and our bill is still high but the thing thats really got me the month we basically wasnt home our bill was high we use less power and the higher usage goes there is a problem with our smart metre but no one want to fix it were charged so much for peak 2 and yet its like were running 4 other house and yet all we have is tv wifi freezer fridge oven and lights compeared to when my dad shed was hooked up and running 2 freezes dryer and a hot water services can someone explain why our smart metre is basically saying wheree running our street?

2 answers
Mubasher
Mubasher

Hey, this is not the issue with retailer , distributor takes care of your meters and electrity infrastructure, you should ring your distributor and ask them to have a look at meter, if you know how to read your meter then try to monitor your usage by turning on some appliances and have an idea whether its working right or not, there are some cases where distributor installed a faulty meters after all its an electric device, you can ring them and call for service, there are some energy monitoring devices in the market try to buy one of them and see how it goes. Cheers

Momentum Energy
Momentum E.Momentum Energy

Hi sammybo36, thanks for your question. Mubasher has provided some great advice for this issue. But if you would like some further assistance, we can look deeper into it for you. Email us at info@momentum.com.au or contact our Australian based call centre on 1300 662 778.

Big L.

Big L.asked

Hello everyone!

I had been a loyal customer of Momentum from Aug'18. Since we are moving to a different place and got better deals from other service provider in that area, we decided to terminate the services from Momentum this month.

Initially during the first month (Aug-Sep) of the service we had a huge hike in the bill ($6XX), due to gas leak which was found and rectified. So the consecutive months we were getting ($1XX) which we presumed is normal. And for the month of Dec we received bills stating that the reading was an estimate and you have to pay $1XX. We paid and subsequently we had the same scenario in Feb stating we have to pay ($2XXX) which we feel is a huge sum considering the usage we do in a 5 bedroom house.

My question is aren't they supposed to inform that it was the estimate (we got open premise) reading if they were doing so for all these months?
And we feel that this happened after we changed the gas meter. What is that we can do now, since I don't believe in this huge sum that we need to pay is coherence with the usage we did ?
I did call momentum to discuss this issue but ended up in vain. Please advise me on this !

Cheers,
Disappointed momentum user

No answers
Webb

Webbasked

My partner is up to date and payed all the Bill's...momentum sent a random bill(keeps changing in dollar value) that we have already payed and we can prove it by the bank statement. My partner has emailed and rang them with no results. They keep sending this as overdue now and threatened to cut our power off, what is our best step? Do we ring a lawyer or is there someone higher we can sort this out for once and all?

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey Webb, thanks for the question and we're keen to look into this issue further for you ASAP.

If you could please send us your full name, account number and date of birth as a private message or via info@momentum.com.au advising you have contacted us via Product Review – we will look further into this issue for you ASAP.

We thank you again for your feedback - this has now been passed on to our management team.

Thanks.

- Julian

Tenea

Teneaasked

Hello. I wonder what is peak step 1 and step 2? Is the price for peak step 2 increase? Thanks

2 answers
Momentum Energy
Momentum E.Momentum Energy

Hey Tenea, these are the different rates that apply to your account.

You probably already know that Peak and Off-Peak rates are based on the time of day and week you use energy.

The ‘step’ rates you’ve asked about only apply to your Peak energy usage. You’ll be charged the Peak-Step 1 rate until you’ve used a certain level of electricity, then anything over this level gets charged at the Peak-Step 2 rate.

The rates themselves vary for different customers and different areas (for some areas Step 1 is the cheaper rate, in other areas it’s Step 2), but you’ll find all the details in your welcome letter from us, and the prices are listed out in your invoices.

Hope that helps

~Kate

Tenea
Tenea

Thanks. May I know time for peak and off peak?

John Peres

John Peresasked

How do I know what time is off peak and peak please thank you?

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey John,

Peak and off-peak times vary between different regions, distributors and tariff types. If you're a Momentum customer, the easiest way to find out is to give us a call on 1300 662 778 and we'll look up the specific peak and off-peak details for your property.

Otherwise this information is in a company's Energy Price Fact Sheets, (ours are here: https://www.momentumenergy.com.au/residential/gas-electricity-prices/standard-prices) but it can sometimes be tricky to find.

~Kate

Sonia

Soniaasked

What does peak step 1 and peak step 2 mean please? Do i need to change this for off peak or something? I don't understand. Thanks

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey Sonia, these are simply the different rates that apply to your account.

You probably already know that Peak and Off-Peak rates are based on the time of day and week you use energy.

The ‘step’ rates you’ve asked about only apply to your Peak energy usage. You’ll be charged the Peak-Step 1 rate until you’ve used a certain level of electricity (determined by your local network, the Australian Energy Market Operator and the government). Anything over this level gets charged at the Peak-Step 2 rate.

The rates themselves vary for different customers and different areas (for some areas Step 1 is the cheaper rate, in other areas it’s Step 2), but you’ll find all the details in your welcome letter from us, and the prices are listed out in your invoices. ~ Alexander, Community Manager

Mardi D

Mardi Dasked

How can my bill rise by $1100? No changes. You've got to be kidding me! Seriously unimpressed. Think a move is in order

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey Mardi, I am happy to sus out this high bill for you. It could be any number of things and depends on the state you're in, the size of your family, etc. Wholesale energy is very expensive nationally right now and most retailers rates will reflect this. That said if you're planning to switch we'd love to provide all the insight we can about managing your usage in the future, there's nothing worse than worrying about expensive bills every quarter.

We welcome your honest feedback about how we can be more straight forward and tailor our products / services to suit your needs.

Please reach out to info@momentum.com.au or message me via our Facebook page if you'd like to find out more, I'm here to help :) ~ Alexander, Community Manager

Caroline

Carolineasked

Hello - can you please advise who I should contact about having a Tiger Tale (a stripy tag on the overhead power lines outside our house) removed? It was originally placed there when building works were taking place at our house but they have long since finished and the builder is no longer contactable. Our Account number is 184703. Thank you. We can also be contacted on 0411123 154 (name Matthew Franceschini)

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey Caroline, great question. I have had a squiz at your account and am able to inform you that Citipower (your network / distributor) are the ones to reach out to about this.
You can find their contact information at this web address https://www.powercor.com.au/contact-us/
Let me know how you go, and if there's anything that we can do to assist in the process as per Citipower's feedback. ~ Alexander, Community Manager

Jessica

Jessicaasked

So the only gas I have is my hot water An heater how is my bill $326 for 40 days?

1 answer
Momentum Energy
Momentum E.Momentum Energy

Hey Jessica, we can definitely take a look to see if this is correct, we're able to issue a re-read of your gas meter, troubleshoot if there's a gas leak or if it's correct advise how you can minimize this and ensure you're on the best rates. If you've been running your heater for long periods and every day of winter so far this is likely accurate.
Send us a message via our Facebook page or give us a ring on 1300 662 778 and we'll take a look at your account, until then we really can't be sure. ~ Alexander, Community Manager

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