Sumo Avis 

Ever since signing up with Sumo as my internet provider I have had nothing but problems. I'm always getting "can not connect to this network" when I try to connect to my wifi. I have to reset my router at least 2-3 times a week and then I have to restart all of my devices to be able to connect. Yes I have tried to contact Sumo regarding this issues with no satisfactory result. Sumo is my electricity and gas provider. I will be find a new provider for all of these services in the coming week or two.

I have been with sumo for a couple of years . Like many I have had financial difficulties ans sumo has been the most understanding helpful and friendly service I have ever dealt with . I was so far behind and they still didn't disconect and happy to work out a plan . They also guided me to a service that helped with a 1 off payment to help me get back on track . Thank you to all the staff at Sumo . I would have been in the dark with anyone else

First - increase in energy charges in Jan 2025 that seem extortionate. Second - after cancelling my account and finding I had $200+ in credit - I realise there's been no contact re: refund. So I call (30mins on hold) and am told I have to apply for a refund - it's not automatic. OK - I give all details of account, name, and confirm the card details the operator reads to me as the one for the refund. Everything checked by the operator.

Third - SMS today saying they can't process the refund as they have insufficient or wrong information. Another 30mins waiting to speak to an operator (both of whom have been polite and personable, although there was no apology from the second one for the earlier error) to give details again.

Seriously poor customer service.

This is a dishonest company who just increased there electrical charges by over 30%on the 1Feb have left them and won't be back!!!!!

Just sent me a warning of a 32.5% PRICE HIKE.
In a time when we are all doing it tough it's hard to swallow such a large price gouge.
Whats worse The email I sent complaining to see if what I received was an error was
replied to refusing to help demanding I phone them up. I have phoned them a number of times
and spent over an hour on hold pushing various buttons including having a robot offering to call
Me back, but as yet not a single real person from SUMO has made contact.
It would appear Customers don't matter to this Mob regardless of their Fake claims.

Be careful. This company scams its customers. We signed up for a gas contract in late November. They repeatedly sent out someone to read the gas meter values. Both the person reading the values and Sumo's customer service on the phone assured us that the values have been read. The customer service also assured us that we could already use the gas with the prices stated in the contract before it is displayed in our Sumo online account. Weeks later Sumo canceled the contract and refuses to let us pay the already used gas under the contractual prices. We are now stuck with a much too expensive gas bill with the default provider. Sumo refuses to cover the damages and refuses to honor the legally binding commitment the made in the phone call which they recorded.

The young lady was pleasant & efficient & a pleasure to talk to.

I signed up based on the pricing and feed in tariff listed on their website plans.
Once I signed up the contract they send had higher prices and a limit on the size of inverter you can have to get a solar feed in tariff, this is NOT listed on their website.
Unless you read the fine print on the contract they send you, you will be getting ripped off.
An absolute disgrace!

Dear Sumo Energy Customer Service Team,

I am writing to express my deep dissatisfaction with Sumo’s current policies regarding rate adjustments for existing customers, which I encountered firsthand during a recent experience with your customer service.

It is extremely frustrating and disappointing to learn that when Sumo lowers rates for existing customers, customers are required to call and confirm the change to benefit from the reduced rate. If a customer does not call, the rate remains unchanged. This is not only inconvenient but also illogical. Conversely, when Sumo decides to raise rates, these increases are implemented automatically, without requiring any approval or input from the customer. This inconsistency in policy reveals a lack of customer focus and fairness.

When I called to discuss this issue with a Sumo representative, I was informed that “this is the policy.” However, simply stating that it is a policy does not justify its sensibility. This approach comes across as a tactic to keep customers on higher rates unless they proactively inquire, rather than transparently applying the best rates. This is far from being customer-centric; rather, it feels as though Sumo prioritizes company profit over customer satisfaction and transparency.

Additionally, I have realized that my current rate is significantly higher than Sumo’s standard rate, and I am uncertain how long I have been charged at this higher rate. This lack of transparency and customer focus has left me completely disappointed in Sumo’s practices and approach to customer service.

I hope that Sumo takes this feedback seriously and reevaluates its policy. A truly customer-focused company should automatically apply lower rates to existing customers, just as it does with rate increases. Failing to do so only creates frustration, distrust, and the impression that Sumo is not committed to fair customer service.

Thank you for addressing this complaint, and I look forward to your response on how Sumo will ensure fairer treatment of existing customers moving forward.

I received clear and precise help with my payment
considering it was my fault in the first place
Very friendly and cooperative

Courteous understood my queries and answered all my questions.

I had great experienced as staff are very helpful and considerate… very accommodating and friendly …

Friendly helpful staff

Great customer service
I had a problem with my recent bill, which was sorted out easily over the phone.

Not recommended they are fraud without metre reading they send bills they are big big cheater never recommend 😡

Person taking my call was very helpful, efficient & friendly. Provided me with information I needed & assisted in upgrading our plan.

Very efficient and fantastic customer service. My enquiry was answered promptly, politely and with great expertise. The call-taker was clear and precise, very polite and helpful with great knowledge and communications skills on the product and when explaining the contract to me.
A respectful and excellent job performed all round by Sumo; of which I would highly recommend, as their prices are very good and competitive.

DO NOT SIGN UP FOR GAS - Delays in transfer and Sumo will not give customer any timeframe on the transfer

Joined Sumo at the end of july 28/07/2025, Sumo customer service told me i would get transferred after my last bill with my current provider.Recieved my bill from my current provider start of September 01/09/2025 ,after a few days still wasn't transfered ,so i gave them a call.Sumo customer service advised me they need to organise a meter read, meter read was done on 13/09/2025.

As of 19/09/2024 still not transferred.Call sumo a couple time, customer service advised they can't do much about gas transfer takes time,just wait.Customer rep name Chelsea was even very rude, "feel free to sign up with a different retailer"Absolute joke, avoid at all cost

Helpful and efficient call centre staff and calls are answered quickly. Usage prices are competitive.

My call taker answered my questions clearly and concisely and explained exactly what I wanted to know.