They are the absolute worst at responding to emails. To wait 4 or 5 WEEKS for a response is very normal. However, if you can get them on the phone, pretty good!! We were happily with edf for years and i loved my smart meters until, summer 22, they stopped working. Edf refused to change them, claiming a signalling issue. So, i switched to octopus april this year. Email communication was slow but i did get 2 new smart meters fitted 31st may. The electric one swung into action right away. The gas failed to do so. Finally today (august 11th) a simple phone call ,in which a lady told me to press some buttons on the gas meter, has rectified the issue and i have 2 working smart meters!! Oh happy days!! What i do like about octopus is that even without smart meters, you can send them a manual read any time via the app and it takes the payment right away so you never get behind. Email communication is abysmal though.