“I ordered solar panels & Tesla battery last October 2024. It’s now January 2025 & am still” waiting for installation. The day the scaffolding (Dec) was supposed to be installed & 2 days before solar installation date. Scaffolding hadn’t turned up by midd afternoon. I contacted Octopus only to be told that they weren’t coming & that they won’t be coming because they hadn’t done a survey on the job. Which I had reminded them of twice before that day. The Solar team are a total shambles. If you want solar installed reliably. Don’t use Octopus 🐙.”
“I signed up on a £97 per month tariff. They then sent through a bill for £700 for 2 months. This is without having a meter reader. They are now claiming I use £355 worth of energy per month.”
“Do not send any money to this fraudulent website. Once they have gained your trust, they will take 70% of the remaining funds in your wallet. You may feel pressured to transfer larger amounts in an attempt to save money, only to find yourself bankrupt. After reporting the issue to Morris Meihua..Email 📧 ( m o r r i s m e i h u a @ g m a i l . c o m )
WhatsApp:: + 1 ( 559 ) 214 - 9914 ....They assisted in reclaiming my capital and returning my profits in a matter of days.”
“Very quick and helpful switching me over but useless since.
The display unit has not worked since installation which we need to monitor our usage as we are OAPs.
After many conversations during one of which I was told to check the meter which requires a chair to see and I am 79 years old. Were they interested? No.
Avoid them like the plague.”
“Five days before Christmas, Octopus reported incorrect information about my wife and trashed her credit rating. We notified them straight away and asked them to raise a formal complaint. We have had numerous emails with promises to call us but nobody has ever called back. They have 'promised' to solve the issue but have done nothing, and despite our many telphone calls to them, all we ever get in return is lengthy emails full of meaningless platitudes and buzz words. They are useless and very dangerous people and have ruined our Christmas and they will pay for this!”
“Utterly useless. Meter failed in November 2022 and is still not working. Engineer finally came in August 2024 and made it much worse. They are deliberately dragging their feet to try and get out of the smart EV tariff. Escalated to the Ombudsman who was a complete waste of time. No prospect of it ever being fixed. The sooner this whole corrupt deregulated industry is restructured the better.”
“I chose Octopus Energy as my supplier based on its positive reputation and the praise it receives for supporting customers. However, I am disappointed by my recent experience.
Eight weeks ago, Octopus Energy cancelled a payment plan I had agreed upon with a manager. The payment plan was unexpectedly terminated, and my debt was cleared with my credit due to a change in policies. This has caused significant difficulty, as I am currently unemployed and struggling to manage bills.
I raised a formal complaint and requested to speak with a manager but received a response offering a £100 goodwill credit for poor communication. I was also informed that this would be a final offer and advised to escalate the matter to the Energy Ombudsman if I did not accept. I was further warned that the goodwill credit would be retracted if the case went to the Ombudsman.
This approach feels dismissive and lacks empathy, particularly at a time of year when financial pressures are heightened, and I am responsible for supporting my family, including two children. As a loyal customer since the transition from Avro Energy, I am deeply disappointed by this response.
I am seeking a more considerate resolution and trust that Octopus Energy can address this matter with the fairness and ethical standards it is known for.”
“Rude customer service.
Refuse to accept they are wrong.
Unable to view daily usage to cover their own backs and withhold proof.
Just like the other energy companies. Scum.”
“I have been with Octopus for long time but now realised that they have become totally not reliable. For this reason I I need to check my bills every month because they are making very basic mistakes. Very poor customer services. I am looking for anternative supply now and will definaltelly switch to another providers”
“My direct debit was taken out of my account on the 23rd December.
3 days later they took 16 quid off me,for no reason ,I got it back after 4 phone calls today,its like they are helping themselves to my account.
Nobody could tell me why, they are fu&€¥in useless, I've been with them 16 years,.now I'm getting another provider,”
“They took money from my account for 12 days usage I was out of the property for gas. Boiler was off as was the hot water. Such an easy situation to explain however they are refusing to credit the fees back in full. Shows you all how much more stolen money they have to risk customers going to the ombudsman for what would be pennies to them.”
“14 months of hell and now as I tried to leave, they block it and rob me the credit in my account stating 'previously inaccurate billing' despite meter readings! I will be back with the full update once I have taken this as far as I can legally. Sick to death of company's robbing my hard earned (very little) cash. MERRY CHRISTMAS!!! :(”
“So I called 3 times yesterday to set up my EV charging tariff after installing a smart meter which is great , however upon my second call it seemed the advisor I was speaking to had said it will take 7 days for the tariff to start and I questioned this and it appears she hung up on me as I was not happy with the set up and just being told to go on line and set it up . Seems very daft and a waste of my time to call for a person to person call , however the third caller , I forget her name was so super helpful and couldn’t go further for me and it was superb service in the end telling me the tariff is up and running so no issues , leaving 1star seems a bit harsh but it’s difficult as calls were ok but second one was just poor”
“Joined Octopus for the EV tariff, but have just realised that I’m not on the Intelligent EV scheme after all.
Very disappointed and very angry. Virtually impossible to transfer from the flexible account to the Intelligent EV tariff.
Asked by email how we are supposed to change to an intelligent EV tariff and was just told to go on the App. How unhelpful was that?!!
Don’t believe all the hype about great customer service. Great, it certainly isn’t!!”
“Absolutely disgraceful service which is ongoing from Octopus. They are ruining my life, causing massive anxiety, trying to get payment for money I do not owe and threatening forced recovery!
Octopus are not my energy supplier, they are asking me to pay money for energy that I haven’t used and lie, waste your time and give no real answers.
AVOID THEM”
“They are now requiring a three-month deposit and two nearly back-to-back credit checks on new customers.
I find this approach rather excessive, especially since they take their payment in advance!”
“I had an EV charger installation booked - on the day of install:
* No one had turned up or contacted me by 11am - technician or octopus
* I phoned through but the CS agent told they didn't know what was going on and would get the scheduling team to phone me back asap, I was assured this would happen quickly - I pressed this point I didn't want my day wasted.
* By 2pm, still nobody had turned up to install and still ZERO contact from octopus like I was promised
* I phone back again to be told again they didn't know what was going on but would get someone to phone me........
Finally, I get an actual call back to tell me its not happening (I guessed as much by this time) and the next available time is Jan 16th! Basically an entire month away. I wasted a holiday day to be in, I couldn't even leave the house as no one bothered to phone me that the technician wasn't coming.
Now I have to wait an entire month and I have zero confidence I'm not just going to waste another holiday day going through the same process. This is some of the worst customer service I've received. So bad.”
“I had a major panic when I thought my electricity usage had shot up by 100kWh. this month. So I contacted customer services to query this.
I spoke to Jacob who looked at my account and was very helpful. He saw where I had made an error in my calculations and very”
“Our gas/electicity display has not worked in a month since we switched to Octopus go. Apparently we're not on a SMETS2 meter which is why.
We've had octopus engineers at our property twice this year (the wait time for this was no longer than 3 weeks both occasions), who were both informed we we're going EV to octopus go (one was actually there to fit our charger!).
Neither of these engineers used their intiative and bothered to tell us that our display would no longer work when we moved to this unless the meter (which octopus manages), was upgraded.
It's now been about a month of trying to sort this out. the service is SOOOO UNBELIEVEABLY SLOW.
My advice? Try one of the new agile tariffs on Tomato Energy or EON if you have an EV because Octopus clearly aren't able to handle it!
I'm extremely dissapointed in this company that so openly states how much it prioritises customers. I've not seen that, at all.
The latest (Today) I have now being told it will be 6-8 weeks before an engineer will come and resolve this.
Octopus Energy encouraged me to switch to the Octopus Go tariff and never told me that I would not be able to gain the benefits of the overnight rate without SMETS2.
My current day rate on this tariff (which I have been informed by the staff that all of my usage will be billed at until SMETS2 is installed), is higher than my previous tariff at the moment.
It's my belief that the company is therefore profiting from mis-informing me as a customer and it is in their commercial interests to take longer to resolve this.
I've allowed 7 working days for an engineer date to be booked and if this does not happen we will unfortunately be taking this to the Ombudsman. I feel like we've been treated a horrific way so far.”
