“Octopus energy recently billed us for an astronomical increase. We were away for one month and ironically - that is when the rate spiked. How is this even possible? Don’t trust the reviews on TrustPilot - they are all uploaded within one or two days. They all say the same thing - it’s easy for a company to write their own reviews.”
“It's good while things go as planned, but brace yourselves if you have any issues with your account or service!!!
Back in 2024, the meter-uploading area of their website experienced some glitches or problems where it would only show 2x night rates rather than day AND night, long story short we went from being around £575 in credit in July 2024 to -£1500 or so in September 2024! xD
That was a year and a half ago already and it trigered a ridiculus amount of back and forth emails and incorrect satements, etc, etc (ah, and of course, the joy of having to explain the same issue over and over again to any new person that picks it up on their end...).
Come January 2026 and we're still at it. I see no light at the end of the tunnel, honestly.
Another example: our heaters weren't working when we try to turn them on in November last year, so we called an engenieer and he suggested that the issue sounded like it was realted to something called "RTS" which had been phased out across the UK in July 2024, but that surely our energy supplier would have contacted us about that in advance to sort it out and ensure we could keep up using our heating... They didn't, obviously.
When we contacted Octopus they gave us a date to get someone to come to our place and sort out the issue, I took the day off from work to be there as it was getting cold and we really needed to use heating. 3pm, 4pm, 5pm... no messages, no calls, nothing. So we decide to call them and appartently the engenieer had some issues and wouldn't be able to make it (good thing we called!).
After inisiting and complaining we manged to get them to book us an engenieer to come out later that evening.
So like I said, if all goes smothly it's probably a good company, we didn't have any issues and were fairly happy before all of this. But it seems like any problem you'll come across with them just gets handled the most horrble, slow, and inneficient way possible.”
“The planned changes to the Octopus Intelligent Go tariff feel like a complete step backwards from what made the tariff worthwhile in the first place. Customers signed up because it offered a predictable, affordable off‑peak window that supported EV charging and home energy management. Instead of improving the product, Octopus is now stripping away the very benefits that justified choosing it over competitors.
What makes this even more frustrating is the blanket approach. If a minority of people are abusing the system, then identify and address those cases directly — don’t punish every loyal customer. This kind of broad‑brush response feels lazy and unfair, and it echoes the same tired excuses we hear from governments when they mismanage public money and then make everyone else pay for it.
Adding insult to injury, Octopus has recently been handed £25 million of taxpayers’ money. That’s outrageous when you consider that this funding ultimately comes from the very people now being short‑changed by these tariff changes. Octopus built its reputation on being different — transparent, innovative, customer‑focused. But decisions like this make it look less like a challenger brand and more like just another energy provider shifting costs onto households.
The communication around these changes has been vague, the justification unconvincing, and the impact on customers significant. Many of us invested in EVs, smart chargers, and home energy setups based on Octopus’s promises. Moving the goalposts after people have committed isn’t just disappointing — it undermines trust.
If this is the direction Octopus plans to take, it’s hard to see why customers should stay loyal.”
“Awful... truly awful... How you guys have got all these apparent accolades is absolutely beyond me.
I have contacted you on previous occasions and then spoke to Salim on two separate occasions (15th & 16th) to raise concerns about concerns over our bill and the reasons for the increases (not our fault) followed by another call indicating that out export tariff has frozen since Sept'25 - so complained due to the nature of the responses, how it was being handled, and to raise an argument for reinbursement due to several factors.
It was confimed on the 16th that someone would be in touch usually within two working days, but nothing, then received an email from Salim on the 23rd Jan saying AGAIN, that someone would be in touch (obviously the 16th request had been forgotten) it's now the 29th .... still no call :)))
Also worth noting I was left on hold for almost 20/25 mins and nobody ever returned (15th Jan) so I hung up.
Contacted again myself (yesterday 28th Jan) and spoke to Peter, said i needed to speak to someone about my complaint/current issues. Again was told someone would ring me back that day - Guess what no call!
I've emailed a lengthy explanation about the complaint to your customer service team on the 24th January - again no acknowledgement or reply. Peter said to send an email to "greg@............." as they take more notice of those... so I've done that too and still nothing. I mean what on earth is going on!
The complaint was raised on the 16th Jan and it's been nearly two weeks without contact, and I'm still the one chasing. Meanwhile your happy to put my direct debits up by almost double (electricity) and we still have unsolved issues that are not ben addressed - all of which are stated in my email (both times)
The customer service side here is absolutely atrocious and if you were once "good" - then the wheels are well and truly falling off that bus it would seem - in our case anyway.
Salim mentioned there are things that a colleague has said should have been looked into much earlier on our account (his email) and yet because of the current problems we are having to foot the bill of higher charges and hiked up direct debits. It is completely unacceptable.
This is only a snapshot of all the greivances here as I could go on. I just still can't believe how this has been handled. I'm almost laughing in disbelief to be honest.
The big question is? Is anyone actually gonna call?
Note - Please spare us any acknowledgement verbatim on here, it will infuriate me further if for any reason you say to reach out to this number to discuss etc etc - I've tried that multiple times - just do what you say you're going to do and get a manager/senior individual with somoe authority to call me/us back.
You'll be aware of our issues if you dig deep enough...
I've left the account number in the disclosed reference that only you (Octopus) should be able to see.”
“Ben was extremely helpful to sort my issue. He was there from the start to the end of my troubleshooting process. He was very responsive in his communication. I wish him lots of success. Thank you again.”
“I spoke to BEN this afternoon to clarify something on one of your previous
e-mails. This he did and although we agreed to differ we agreed what he was trying to say.”
“My advice is not to buy a heat pump from Octopus. We find Octopus great to deal with until you have a problem. We had ours installed in the summer and it fine until it came time to put the heating on. All winter and temperature around the house ranges from 21* to 17*. We have underfloor heating and the kitchen and hall never get hot enough. Only had 4 visits in that time and only stay an hour as that is all the engineer has been booked in for. Cannot have my elderly mum to stay as it’s too cold for her. The highest temperature this heat pump produces is 21* if working properly. Go to a company that has vast knowledge of heat pumps insulation”
“I booked an appointment to have my smart meter replacement because my old one keeps beeping which drives me insane! The first time I missed the engineers visit cause of work. Then today I had a second appointment and I asked octopus a few days before my appointment to send an engineer at 2:00pm. They made a note if it afterwards. Then today I didn't see an engineer at my property. So I called octopus asking if they sent an engineer to my property, and shockingly they said the engineer already left which made me furious!!!! 😡😡😡😡😡😡😡😡 I asked them for a simple time to send an engineer, and they couldn't do that!!! 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡 and to add insult to Injury they increased my energy prices!!!! 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡useless energy company!! 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡”
“Quick and comprehensive result from Ben he answered all my questions fully and was able reassure me with the position of my Accounto date. Keep up the professional service Ben”
“Rachael sorted my messed up bills and aligned the billing period with the Smart meter / IHD. All so simple and straightforward now. Quickly done too, whole process done in one short phone call. Excellent service. Thank you Octopus, thank you very much Rachael”
“I spoke with Sammy COV-15 on the 7th January as we wanted to go back onto Agile Octopus.
Sammy was amazing and sorted this right away!.
I used to swop suppliers every year however we have been so happy with Octopus and the service we receive - we have stayed with yourselves since 2023!
With staff like Sammy - you continue to provide excellent customer service along with great tariffs - thanks!”
“I spoke to Sammy about replacing our gas meter as we have been told it is time expired. She was very helpful and informative 👏. She sought support for our question on maintenance of solar panels and batteries which was useful. My only issue is with the mechanical voice drop down menu at the start of the enquiry system.”
