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Sumo

Reviews

(238)
(47)
(10)
(8)
(306)
  • Value for Money
    1.5 (17)
  • Transparency
    4.1 (210)
  • Customer Service
    4.2 (270)
  • Adequate Speeds Yes (13%) · No (87%)
  • Rates and Fees
    3.9 (231)


Gippslander

GippslanderGippsland, VIC

  • 2 reviews

Lousy internet, worse service.

published

Continual drop outs. Doing nothing’s not going to reconnect the internet, this is not a solution. Condescending attitude from technical support, no supervisors available???? Hmmmm doubt that. So long sumo.

Customer Service
Value for Money
Start DateAugust 2018
Adequate Speeds No
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers

calling to check

published

Called Sumo as i have a panic attack prior to my Direct Debit payment, needed to check. the customer service i received on the phone was excellent the lady checked everything for me and reassured me that all would be well. Thank you Sumo

Transparency
Customer Service
ServicesElectricity

Sticks

SticksHunter Region, NSW

  • 2 reviews

Slow speeds, frequent drop outs woeful customer service.

published

internet completely dropped out. the CS sent me around in circles. After waiting for 24 hours and following their instructions I was going to have to wait 48 hours. While I waiting on hold with Sumo, Aussie Broadband was able to sign me up and have it working in before Sumo CS resumed my call.

Transparency
Customer Service
Value for Money
Start DateJanuary 2019
Adequate Speeds No
Standalone or BundledStandalone
Contract TypeMonth-to-month
Data TypeUnlimited Data
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Worst customer service - would never recommend

published
Transparency
Customer Service
Rates and Fees
ServicesElectricity and Gas
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Very helpful and efficient service when I called them.

published

I rang to query my electricity bill as I thought I had paid it already. My gas bill was around the same amount so I thought I had paid the electricity one but I had paid the gas bill only. I was very pleased with the customer service person who fixed this mistake quickly and without fuss. He was courteous and easy to talk to. Thanks Julie

Transparency
Customer Service
Rates and Fees
ServicesElectricity
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Customer service

published

The lady I spoke to day was fantastic and helped me with my queye.
One suggestion- bring back the weekly energy usage emails! They were fantastic and I really enjoyed getting them. Please pass this note onto the new CEO who stopped the email communications. Thanks!

Transparency
Customer Service
Rates and Fees
ServicesElectricity and Gas
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

very confusing bill needs to be sorted next time.

published

very very confusing bill, needs to be sorted for next account as we have two accounts that are paid with seperate public trust funds. we will need to change suppliers if this continues.

Customer Service
ServicesElectricity
1 comment
Sumo
Sumo Customer ServiceSumo

Awesome

published

Really easy to speak too. and they answer the questions really well and they give good discounts. Well done sumo with solving the problems no dropouts at all for me

ServicesElectricity
1 comment
Sumo
Sumo Customer ServiceSumo

The reviewer stated that an incentive was offered for this review


Peta Martin

Peta MartinSydney, NSW

Best decision I ever made was to switch to sumo

published

I transferred from another power company to.sumo. Best decision I've made regarding power supply. I have had financial.difficulties recently due to unfortunate family events and sumo has been nothing but courteous and sympathetic to.my problem. I am doing my best to get my account up to date. I wish to stay with sumo long term.

ServicesElectricity
1 comment
Sumo
Sumo Customer ServiceSumo

Hi Peta, thank you for taking the time out to provide us with your wonderful feedback. We are so glad to hear you have had a 5 star experience with us at Sumo. If there is anything more we can do to help, please let us know. Kind regards, Mez @ Sumo

Jeanette C.

Jeanette C.Greater Melbourne (Outer), VIC

  • 2 reviews

Nice not to wait when calling, courteous operator who was easy to understand.

published

Fairly satisfied with the service; however, the supply charge seems to be a bit steep. So far I have not experienced any interruption to the power but have not used sumo at this address for very long.

Transparency
Customer Service
Rates and Fees
ServicesGas
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Hi Jeanette , thank you for taking the time to provide your feedback. We are so glad to hear that you are a very happy Sumo customer. If there is anything more we can do to help, please let us know. Kind regards, Mez @ Sumo


Ty Romer

Ty RomerMid North Coast, NSW

My customer experiences have always been very supportive - Thank you :)

published

- I was late on paying my overdue bill.
- I was understood, and had a payment plan created.
- I was provided only positive service.
- I never have had these experiences with previous electricity providers.

Customer Service
Rates and Fees
ServicesElectricity
1 comment
Sumo
Sumo Customer ServiceSumo

Hi Ty, thank you for taking the time to provide your feedback. We are so glad to hear that you are a very happy Sumo customer. If there is anything more we can do to help, please let us know. Kind regards, Mez @ Sumo


Eddie

EddieSydney, NSW

  • 2 reviews

Customer Service and support

published

We have been a customer for just on 3 billing quarters and the service have been very good. Assistance from Robert very good on my recent inquiry about solar buy back options...thanks again Robert.

Transparency
Customer Service
ServicesSolar Buy-Back
1 comment
Sumo
Sumo Customer ServiceSumo

Gavin

GavinGreater Melbourne (Inner), VIC

Useless

published

Moved house and they tried to connect a day early. As the house wasn’t vacant this failed. Customer service closes at 4:30 so didn’t have any power all weekend. Wouldn’t give these clowns my money.

Customer Service
ServicesElectricity and Gas
1 comment
Sumo
Sumo Customer ServiceSumo

Hi Gavin, thank you for taking the time out to provide feedback. I am disappointed to hear this has happened. Please send me an email to social@sumo.com.au with your contact number and we can investigate this further. Kind regard, Mez @ Sumo


Jenni Draper

Jenni DraperGippsland, VIC

Change of plan

published

Very helpful Georgia. Assisted me immediately. Explained my savings. Offered extra service. Answered all my questions and the process very clearly. I couldn’t be happier. Thank you so much Georgia.

Customer Service
Rates and Fees
ServicesElectricity
1 comment
Sumo
Sumo Customer ServiceSumo

Bec Kate

Bec KateGreater Melbourne (Metropolitan), VIC

Great service always helping!

published

Absolutely helpful. They don’t make you feel bad when you can’t pay your bills and give you a way around it. 10/10 would recommend. Georgia from the customer service team and Anna from the billing assist team were so amazing and understanding. They both helped me find a way to assist my accounts. Thank you!!!

Transparency
Customer Service
Rates and Fees
ServicesElectricity and Gas
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo
Leeta S.

Leeta S.Sydney, NSW

Great customer service

published

Great electricity. No problem with it. Great discounts offered. No hassle with bill. You Can actually understand the people on the line. Thank you for great work and great service

Transparency
Customer Service
Rates and Fees
ServicesElectricity
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

terrible gas service provider

published

Sumo is charging gas based on the estimation incorrectly even someone came to do the gas reading. no reply from sumo at all, no customer service, just charging more and more.

Transparency
Customer Service
Rates and Fees
ServicesGas
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Electricity account assistance

published

The Reps are always a pleasure to work with at Sumo.
I would recommend them to others as their help is a success compared to previous experineces I have gone with in the past.

Transparency
Customer Service
Rates and Fees
ServicesElectricity
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Hello there, thank you for taking the time to provide your feedback. We are so glad to hear that you are a very happy Sumo customer. If there is anything more we can do to help, please let us know. Kind regards, Mez @ Sumo


Lory

LorySydney, NSW

Great customer service

published

Rang up a four changing to paper bill and having ofority to talk on behalf of my dad didn’t wait long for response and person I spoke too was very helpful

Transparency
Customer Service
Rates and Fees
ServicesElectricity
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

The reviewer stated that an incentive was offered for this review


Natalia Grundy

Natalia GrundySydney Surrounds, NSW

Great customer service

published

I recently had to enquire about a Pensioner Concession and I had the pleasure of speaking to your representative Miriam.
Very pleased with the outcome, my enquirey didn’t take long to finalise and no question put to Miriam was too much bother. She is knowledgeable, friendly and courteous.
NB. Love your electricity rates, keep up the good work
Natalia Grundy

Transparency
Customer Service
Rates and Fees
ServicesElectricity
See all answers
1 comment
Sumo
Sumo Customer ServiceSumo

Page 1 of 31

Questions & Answers

J Barry

J Barryasked

I agreed to sign up with Sumo yesterday for our power bill, now very concerned with some of the comments on this page - the discount is amazing. Will I be advised of an increase before it happens? How long is this discount offer available for? Do I have a cooling off period to satisfy myself if it is worth changing over to Sumo or not.

1 answer
Sumo
Sumo Customer ServiceSumo

Hi there, thank you for getting in contact. Our discounts are locked in for 12 months and in regards to the rate increases, it is our practice that we advise as much advance notice for an increase, however, we always act in accordance with 46(4) of the Energy Retail Code and provide as soon as practicable or by no later than a customers next bill. You are entitled to a 10 business day cooling off period the day from when you receive your Welcome Pack. Please give us a call on 13 88 60 or send us an email to info@sumo.com.au and we would be happy to answer any further questions you may have. Kind regards, Stephanie @ Sumo


James A

James Aasked

I've waited over a month to be connect to the NBN and after weeks of calling, during which they constantly told me it was the NBN being behind schedule due to Christmas, they finally told me that they had infact forgot to request proof of residency. Now I've had the NBN technician connect the property and sumo say I am connected yet I'm not. They haven't given me any technical information to input onto my modem and their technical support team which is supposedly open from 10am till 4pm on Saturdays does not answer any calls? So I'm after any technical data to put in to my modem to get connected

7 answers
Annoyed
Annoyed

Have you tried ringing the 03 number instead of the 13? You get put straight through to technical support that way

James A
James A

annoyed, what is the 03 number?

sam123456
sam123456

I strongly suggest don't touch this compnay , I perfer either use TPlink / Dodo / even Telstra on special price..
I just in their electricity plan , price increase for 15% on second month . Gas bill still haven't received yet . that's totally no point to consider this company .. stay away!!!!


Cjm

Cjmasked

I have adsl with sumo and i called to ask for my isp address to put into my router only to be told they dont have one? All internet needs to have a isp address as far as i know then i was called back and given my customer number as the address wth someone needs to fix this or of to the ombudsman i go smh

2 answers
Bruce
Bruce

Don’t know if this will help, but if you’re running windows (any version) if you click on the signal icon at bottom right of screen, then go to properties from the box that opens up, you should be able to see the isp details displayed there. Hope this works for you.

Sumo
Sumo Customer ServiceSumo

Hi there, thanks for getting in contact with us. This is really disappointing to hear this has happened. I would like to look into this and have it resolved. Could you please send me an email to info@sumo.com.au and I can look into it and make sure it's all cleared up for you. Kind regards, Amelia


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