“Since switching to Octopus from EDF, my experience has been extremely poor. My gas smart meter has never worked properly since moving to them, yet Octopus refuses to send an engineer to fix it, leaving me to submit manual readings every month. I’ve been chasing this since last year, but nothing has been resolved.
We just keep going around in circles. It feels like every time I contact Octopus, the staff don’t bother to read the previous messages. I’m repeatedly asked to send photos and videos of the meter, which I’ve already done twice and then nothing happens afterwards. Instead of wasting my time, why not send an engineer to inspect the meter and get it repaired?
Meanwhile, my account is massively over-inflated, currently £745 in credit. I’ve asked for a refund on two occasions, but Octopus refuses to return my money because they can’t read my broken gas smart meter, which I’ve been asking them to fix for over a year.
What’s most disappointing is that no compensation has ever been offered for the ongoing hassle. By comparison, EDF once made a small billing error, corrected it the same day, and credited my account with £50 as an apology. Octopus hasn’t shown the same level of customer care what so ever.
I genuinely don’t understand how Which? rates Octopus so highly, because my own experience has been nothing but frustration. Unless things change, I would not recommend them and I will be leaving them.”
“Very good customer service. Mark was very understanding of the issues I faced when trying to sort my electricity meter and electric vehicle. He listened and appears to have sorted all the concerns I raised. Thank you.”
“Huge thank you to Sammy who helped us iron out some initial set up issues with our meters in our new home. Sammy could not have been more helpful and was so patient with us. Thank you, Sammy.”
“I always love to speak to an actual person! I called to check my monthly direct debit, after receiving an email to say it was going up - only a month after signing up for a new fixed rate contract. Beth was very helpful with my query and explained why my monthly cost had been reviewed. She checked that the amount I had changed it to on my app was correct. I'm very happy with the customer service.
Thank you :)”
“Emily F reminded me exactly why I am so happy that I made the decision to join Octopus. She was very professional yet understanding and resolved our meter reading glitch immediately. Thank you Emily F”
“from the moment I had contact Lauryn was really helpful. unlike many other companies I contact - Lauryn actually read my email and confirmed the action I wanted would be taken - anytime I have had to contact Octopus with a query it is always resolved quickly without fuss - brilliant company would never switch”
“Today Ben provided what must have been the most knowledgeable and helpful customer service. A real credit to Octopus, giving me great confidence into continuing as a Customer.
Just perfect, thank you Ben.”
“Great service today from Gemma. Needed some help after moving house. My call was answered very quickly and Gemma dealt with everything very efficiently.”
