“After 12 emails, 6 pictures as requested and a phone call unfortunately no one seems able to help with my enquiry. So now looking at other suppliers. C.Page.”
“It is neary 3 months and problem still not solved!! They promised to solve it in 6 weeks time, but nothing happened, reply to emails takes 10 days.... No words....”
“I needed answers to my queries on my bill before I paid it, and Sam answered all my questions in a clear and precise way, I am most grateful to Sam for his help.
Thank you
Colin Woodcck”
“Absolutely awful I am afraid. Six months trying to sort out our new solar panel exports and no nearer getting sorted despite constant requests. Very very disappointed but do NOT trust this company when they say they will take your excess solar energy. It is deception at best.... lies at worst. Trully awful company.”
“Do NOT believe the adverts - customer service is terrible and completely unresponsive. I have been waiting over 3 months for my export tariff to get up and running, and I've lost count of the emails I've sent chasing. The few emails that get answered, there is a different excuse every time. They also promised a statement credit over a month ago and nothing. I am getting so tired of the lack of response and rubbish customer service. I thought this was an ethical and green company, but don't waste your time and look elsewhere!”
“Been with Octopus for quite a few years. In my view they have gone downhill. Offshore call centres, poor service, long waits on phone, some call handler unhelpful even obstructive. Taken ages to sort out a meter issue”
“Against the conventional wisdom to shop around for new energy supplier every year I have stayed with Octopus since November 2021 as my gratitude for picking me up when my then energy supplier Avro went bust. Over the years I have paid whatever price they charged me without question. I have never bothered their customer service either until October of 2024 when my gas meter box from which I take monthly gas meter readings went dead. As they are responsible for maintaining gas meter, I contacted them on 13/10/2024 and even sent video evidence that they demanded. Since then I have sent numerous emails to customer service and their person named Katie kept replying a number of times that the case has been escalated and as soon as there is someone in my area available they will contact me. I live not in rural area but in Colchester, a city by itself and also in close proximity to many cities including London. I cannot understand why a company with nearly £ 500 million assets cannot find a person in my area to fix a simple problem. Katie keeps saying that they are getting meter readings from the smart reader, ignoring my reasoning that I as a customer also want to read the meter from my end to give me a sense of control. It sounds and looks as if my customer's right does not matter to them and they have total disregard of their duty to maintain the gas meter. Octopus boast about their good customer service. May be it is true for new and short term customers only. As a loyal and long term customer I feel as if they are treating me as dirt, the customer who will stay on whatever way they treat. It's a shame that I cannot give them zero star.
W. Aung
Customer account no. A- 62335219”
“Octopus energy what a joke. They’re press release says one thing, their people at the end of the ‘phone contradict their own published info. They don’t reply to emails. Can’t get an appointment for a smart meter. And I was already a customer.”
“Appalling (lack of) customer service, the reviews that claim they are happy clearly have not had to engage with octopus - worst experience l've had - they lie, mislead and gas light you !!! Avoid is my advice”
“Horrible customer service. They have created an account in my name without my knowledge and now wrecked my credit file. Not interested in fixing the issue, just trying to extort money from me. Don't listen to what I am telling them so taking them to court.”
“Not being informed we were not paying for gas hence a £500 plus outstanding bill. We had to do all phone calls plus no recompense - nothing. Luckily we were in the position to pay outstanding amount although we are pensioners.”
“For over a year, I have been accused of owing Octopus about £5000 which could not possibly be true.
Many emails on I was told it was a reversal problem and would be sorted asap.
Hopefully now all is well but it was a very stressful time.”
“Messed us about with installation of a car charger. Spent loads of money getting everything ready only to be let down not once but twice. Appalling service”
“Octopus asked to change/upgrade my smart meters despite them working fine. They then bodged the installation and didn't commission them properly before leaving my premises. They then spent several months messing me around before they eventually resolved the issues. They then claimed that under the standard terms and conditions they were able to charge me at the standard variable rate for the entire period when half hourly readings were not available. As a customer on Intelligent Octopus with a home battery and an EV, these additional charges added over £530 extra to my bill!! Octopus have offer a customer service gesture to cover approx half of this cost, but why should I be paying for their incompetence. I've provided them my own half hourly data from my home battery system which allows them to identify the exact amount of energy used during peak and off peak periods!”
“Dealing with Octopus, is like getting that kid who's just started a 'Saturday job'. No idea that he's doing, and if you complain he says, "Well, I only work here on Saturdays!"
It has taken me up to 6 months to get them to apply for the warm homes discount for me. Four phone calls going through the process, many emails and frequently told I could only do it online through my account (something I have never set up nor ever used). But they continued then to email me telling me to phone in, even though I screen shot all the emails showing them I had already done so. And of course, you start with a reply from 'Grace', but after that, and manner of names appear. Dealing with them has almost become a full time unpaid job!
At the end of November I agreed to settle all the complaints for the agreed amounts of £100, and a £250 compensation amount, to cover all the time and distress they had put me through.
I contacted them again today in relation to asking a week ago for them to pay the excess in my account into my bank account. I was told my account was almost £300 in debit! My tiny little home runs on oil, and costs about £40 a month in electric. So apparently, over the past 2 months I have used £150 a month in electric. SERIOUSLY - HOW?????
I do often feel like banging my head on a brick wall. It is impossible to get anyone who knows what is going on, or who can even calculate a bill. I'm so tired of this.”
“I was lied to throughout my interview process about the role that I applied for.
They booked me job's in without tool's and materials...their planning was inept...
Unprofessional and inept management...”
“Octopus big brother customer care.
Long story short. Mis-functioning of the 1st newly installed SMART meter (the irony!)
It decided we had a massive (think 4 figure) surge in our utility usage across 1 summer period.
Never before - or since - have we had such a reading!
Dodgy meter removed then months without a meter? Finally, a new one fitted - it didn’t work at all. Many calls/emails FROM US.
Another engineer visits - tells us Meter No2 hadn’t been connected up to internet. Endless correspondence - Octopus fined by the Watchdog for poor service etc but Octopus obstinately refusing to examine 1st broken meters aberrant reading. Be realistic, it’s a machine, they do go wrong. If your meter fails Octopus tell us we have no right to have it examined by a third party - it’s sent off to a company OCTOPUS pay to test it. Think Post Office IT scandal.
We’re two retirees in the sale house for 20 years & honestly, we don’t have a cannabis farm.”
