PrepayPower Reviews: How Good Is PrepayPower?

Explore PrepayPower reviews to find out if they're the supplier for you! In our PrepayPower Reviews guides, we’ll walk you through what customers think about PrepayPower and whether they’re the right provider for you!

Is PrepayPower Any Good?

PrepayPower has been the leading Pay As You Go provider for electricity, gas, and even broadband, for a number of years now. According to the latest Customer Care Team Annual Report by the Commission on the Regulation of Utilities (CRU), PrepayPower has 7% of the market share making it one of the bigger providers in Ireland. The report also showed that PrepayPower had zero complaints referred to the CRU during 2022.

What Are the Advantages of PrepayPower?

PrepayPower has many advantages when it comes to its Pay As You Go customers compared to other energy providers, but it also has a number of different offers that allows customers to manage their energy effectively.

1. Pay As You Go
   PrepayPower is one of the few suppliers in Ireland that exclusively offer Pay As You Go tariffs. With Pay As You Go, you can control how much you spend by topping up and you’ll receive no bills for your energy. PrepayPower also allows you to have a dual fuel Pay As You Go tariff so you can include your gas as well.
2. Bundle in Broadband
   PrepayPower is one of the few energy providers in Ireland that also offers a PrepayPower broadband package with their gas and electricity tariffs. You can bundle it all together in one top up payment whenever you need it!
3. Customer Support
   Especially if you’ve never been on Pay As You Go before, PrepayPower has a library of guides online to help you understand how to do a PrepayPower top up, how your top up meter works, and what to do if things go wrong. You can also get a lot of support on the PrepayPower app too.

What Are the Negative Points of PrepayPower?

Despite the advantages, there are also negative sides to PrepayPower. Typically, a Pay As You Go tariff is always going to be more expensive and needing to top up every so often isn’t that convenient. If you forget to top up, you can have a power outage until you top up again. You also need to have the hassle of having a Pay As You Go meter installed.

Why is PrepayPower so expensive? PrepayPower has a reputation of having some of the most expensive electricity prices of other energy providers on the market. This is because Pay As You Go tariffs are generally much more expensive than direct debit payments, simply because you need to pay a Prepay Service Charge on top of your unit rates, standing charges, tax, and PSO Levy. For PrepayPower, the charge is €131.29 a year.

What Are the PrepayPower Reviews on Trustpilot Like?

One of the best places to see how other customers fare with PrepayPower is to have a look at Trustpilot. On Trustpilot, customers can review their experiences and give PrepayPower a rating out of 5, but it’s important to take the reviews with a pinch of salt since often it can be a place to just complain.

What Do Trustpilot Reviewers Like About PrepayPower?

Generally, PrepayPower has very positive reviews when it comes to their customer service and their communication. The customer agents appear to be incredibly helpful when it comes to making sure customers get their problems solved:

I made a call to customer care due to top up issue to pre pay power. I am pleasure to speaking with Ana, who was very very helpful, patient, had resolved my issue within minutes,. I was delighted woth such quick and efficient service, and iam greatful to Ana for her kind helpful manner and how patient and kind she was during the call and ever so efficient at knowing her job ,in a well spoken, friendly and clear manner.
Thank you Ana for your help and consideration, and much respect for your patience.

This sentiment regarding the customer service has been echoed by many of the reviews which almost universally praise how they were attended to over the phone:

I got a new smart meter installed and just had some questions I needed answered. I was speaking with Stephen, the customer service representative and he sorted out my issue straight away. Must say very good customer support and service.

Sandra Pike on Trustpilot, 10/01/2024

What Are the Trustpilot Complaints About PrepayPower?

Though the customer service is rated very highly according to Trustpilot, there are still issues that many customers still face that have been less positively reviewed. Some customers have had an issue with how long they’ve had to spend on the phone before getting their issue resolved:

Spoke with Shania at prepay power today , she was very helpful and nice to deal with. The only reason l took a star off was the length of time it took me to actually get through to them but once l did get through Shania sorted everything out for me so five stars for her .

Bernadette on Trustpilot, 03/01/2024

There are also customers who have struggled with delays in getting their PrepayPower top up card:

I applied for a new card 2 weeks ago and received it in the post with the wrong account number. I called first thing this morning after a ten min wait I was told that she could see the mistake to be put on hold while she spoke to someone. There will be a new card out in two weeks however this is not helpful as the shops are refusing to use just my account number. Thinking it is time to change provider.

Sarah Eastwood on Trustpilot, 28/11/2023

How Does PrepayPower Do Overall on Trustpilot?

PrepayPower does very well on Trustpilot overall, scoring an amazing 4.8 out of 5 on the platform. This is out of a total of 6,338 reviews, with 92% rating them with ‘Excellent’. The main reason for the positive ratings seem to come from the customer service when contacting PrepayPower that has been lauded throughout the majority of the reviews.

What Are the PrepayPower Reviews on Google Like?

The other place to go for customer reviews about PrepayPower is to head to Google. Although not as thorough as Trustpilot, Google Reviews do have an extensive collection of reviews of customer’s experiences and are certainly worth checking out. However, similarly to Trustpilot, it can be a place where customers go to vent their frustrations.

What Do Google Reviewers Like About PrepayPower?

Very much like Trustpilot, Google reviewers really appreciate the customer service they receive from PrepayPower and how their issues are dealt with other the phone:

Just had Franklyn on your emergency phone service. My phone disconneced during the call and he still got my issue sorted after. Excellent, very helpful and professional. Thank you so much Franklyn you are absolutely brilliant at your job!

Sean Daly on Google, November 2023

This has again been echoed by many other customers who have been attended to well by PrepayPower customer service agents:

The lady I was speaking to Reena was so very helpful. As many times as I have spoken to someone with your company they were never as nice as this lady. She not only done her job she was very polite very understanding and just an absolute lady. You guys need to employ more people like this lady. Such a beautiful person to speak to. I wish you all the luck in the world Reena.

Colum King on Google, November 2023

What Are the Google Complaints About PrepayPower?

On the flip side, there were a few customers who had bad overall experiences with PrepayPower with trying to switch from them and having their gas cut off:

Moved into a house where previous tenant had PrePay Power (and balance left). Been trying to move providers for 5 weeks now but can't due to outstanding balance. Everytime I call I am told something different about what needs to be done. Gas has been cut off for 2 weeks now over Christmas.

Sharon O Sullivan on Google, January 2024

Other customers have had similar experiences, as well as additional problems when it came to the government credit for prepay meters:

Avoid avoid avoid avoid and avoid again! They are overpriced and when we left with a government electricity credit owing on our account we had to fight to get it refunded to us. They put up obstacles to make most people give up and their contact centre is frustrating to deal with! In the end we got a partial refund but they had a complete lack of transparency and couldn't tell us how they calculated the figure, which was almost 100 EUR out from our closing balance. If you do only one thing, do not go with them for your electricity supply. They are deceptive and untrustworthy!

Steven McTainsh on Google, April 2023

How Does PrepayPower Do Overall on Google?

Although not as positively as on Trustpilot, PrepayPower does well on Google Reviews with a score of 4.5 out of 5. With 3,301 reviews, the majority of them have been 4 to 5 stars and again, the customer service seems to be the main reason why people are willing to leave a more positive review! However, the reviews aren’t verified by Google so it’s worth still having an open mind.

How Good Is the PrepayPower App?

Like most energy providers, PrepayPower also has an app you can download for both IOS and Android. With the PrepayPower, you’re able to manage your entire energy and broadband account from your phone as well as do top ups without needing to go to a shop.

What Are the PrepayPower App Reviews on the Apple App Store Like?

Unfortunately, the PrepayPower app doesn’t perform as well as the company itself on Trustpilot or Google Reviews. With 141 ratings, the PrepayPower app has a score of 3.2 out of 5. However, the customer base is split with the majority of reviews either giving 5 stars or 1 star. For customers who like the app, cite its convenience when it comes to topping up:

I don’t always have time to go and buy a top up from a shop or online, so it’s helpful to have He app and quickly buy a meter top up and not have to leave the house. It’s perfect for what I need it for, makes life so much easier when I’m low on spare time…

BadHairDayGamer on the App Store, 21/06/2019

However, there are also customers who are frustrated by the app’s functionality and needing of an update since it wasn’t showing the correct balance information that it used to:

The company is great I’ve been with them 4 years , I have for the past few months been having issues with the app it doesn’t update the current balance whenever I top up and when I need to restore power it sometimes doesn’t show the option in the app, one time I topped up €10 and it showed €0.00 and then I topped up later on that day another €10 and it still didn’t show anything, only the next day it showed the balance.

Duda X on the App Store, 24/10/2022