“Knowingly installing smart meters with In Home Displays that do not work.
By installing IHD's that don't work, Octopus can make sure that customers DON'T reduce their bills and Octopus gets the throwback from the government for installing the meters.
Engineer fitted smart meters and when showing me the in home display said, if it doesn't start working after 2 days unplug it and throw it in a draw.
Octopus Energy admit the IHD don't work on their website, telling you to use their app instead which only shows previous day's useage, so you can't see live what you are using.
That's the whole point of smart meters from the customer's point of view, to see what they are using and reduce their bills.
By installing IHD's that don't work, Octopus can make sure that customers DON'T reduce their bills.”
“We have been Octopus customers for several years, the service has been very good.
Suddenly it’s an absolute shambles. Octopus emailed an invitation to renew our fixed tariff but it is impossible to do this, either by clicking the provided link or on their website.
Calls to the helpline are not answered nor are ( numerous) emails.
We are cancelling our direct debit and finding a more reasonable and reliable provider.”
“Ongoing lack of meter connection, abysmal customer service, avoid at all costs. The latest was the last straw. Here it is. Am I happy to close the complaint?!!!!
Hi,
Thank you for attaching your detailed message and sharing your experience with us. I truly understand how frustrating this situation must be for you, especially considering the impact it has on your well-being and peace of mind.
I want to ensure that your concerns are addressed properly. Are you happy to close the complaint at this stage, or would you like to discuss further steps we can take to resolve the issues you've raised?
Please let me know how you would like to proceed. I'm here to help.
Kind regards,
Lindokuhle”
“I have been chasing very politely on a monthly basis a lack of bills and up to date usage since January without success. I’ve had it confirmed in writing at the beginning of August that my usage is now correct, however my last bill was the end of November 2023 still. I am over £1400 in credit and I’ve been promised a £1000 refund on the 7th August and when that failed Stephen a supervisor promised a refund within 5 to 7 working days and we are now on on day 12 with no refund. I called yesterday and was told that I would have to wait another 3 working days, not for my refund but for a senior employee to call me. I emailed on Monday this week and sent a chase email Tuesday and we are now Wednesday and there’s no email reply either. My advice is if you’re with Octopus control your direct debit with your bank and don’t pay them a penny more than your usage because you will NOT get your money back.”
“I moved my account to Octopus in May but my account still has not been commissioned fully. It was due to be done by 19 Aug and then when I chased in 4th Sept. I was assured it would be done that day. I have heard nothing. No replies to any emails. No success trying to resolve by phoning. Meanwhile I am pouring KW’s into the Grid from my solar installation but not being paid a Penny.”
“Had nothing but trouble from Octopus energy. They have ignored my requests for a person to read my meter, for a new smart meter and dropped my dd to a low amount. Because of their incompetence I am now in debt for a large amount. I have never been in debt with an energy supplier before and I am livid. I am a vulnerable disabled person and on benefit and this is an absolute disgrace. Stay well away from them.”
“Hi, yes I took back my property in February 2024. The gas is on a card and I noticed it was displaying a £131 debt from the tenant before. I contacted Octopus customer service and spoke about this issue, he told me he would send a new card out registered in my name. I went and put £15 on my card and was then asked to call them back before inserted it to deleat the arrears. I called up went through the instructions with them and put the credit on. The next day was empty so went and put another £20 on and inserted it to see the arrears was still on it but was told the only way to get rid of the debt was to have a smart meter. I agreed to this and now September 10th 2024 and still having the same problems and and was told the earliest appointment is October 7th?.
Next the Electricity my bills were so expensive when I'm not in the property and only having a table light on for a couple of hours at night and was told we'll thats what you're using?. So I then switched the power off from the fuse board and monitored it and it's still clocking up money for Octopus, and they told me the meter is not working properly it's faulty. I asked about getting it change but still waiting for this to be changed. So let's see what happens on the 7th October. I keep hearing the advert on the radio not only is that getting on my nerves but also going through divorce. Please can someone tell me what they mean by great customer service and so on with Octopus”
“I am fed of octopus they send2 bills a month with diferent price and estimate me for gas dont use i complained but still get 2 bills they useless company frank”
“If I could give this diabolical company minus stars then I would! The worst experience of my life, I didn’t realise that an energy company could be so bad with their record keeping and falsifying the meter readings. I am the same as other posters and had economy 7 which wasn’t needed then I had smart meters fitted and still I was on the economy 7 tariff and all knowledge of my previous account which was in credit seems to have been erased completely! Dodgy bunch of toe rags!”
“I was recommended to move over to Octopus by family and friends.
What a mistake that was. Arrived home from holiday on 30th August the day the account moved over to Octopus.
As we have pre payment account this had not been set up and instead a pay monthly account. Then told that we do not have a smart meter then told oh no you do.
Electric has now been changed over to pre payment after 1 hour on phone and waiting 5 days Gas still not sorted . Email sent . No reply so phone call made. Promises made to come back to me nothing received.
Email sent today asking how I leave as had enough”
“I agree, we are currently £700 in credit and have emailed three times, but no one replies. I managed to get through on the phone to discuss briefly, but am still waiting for a reply. Very poor service
.”
“I would give zero stars.
This company are a bunch of crooks and they will help themselves to however much money they want from your bank account if you let them.
The agreed DD was £97 and they took £167 so I cancelled the direct debit the first time they done this to me and they started making threats of adding loads more money onto my account if I didn’t set up another DD. I told them to p*ssoff and I will be in charge of my payments!
After I had smart meters fitted in Dec 23, I received a £248 electric bill in the evening and I was in credit in the morning. I questioned it straight away and it was immediately credited back to my account. However, this is when my bills started hitting the roof and that was for electric only because I stopped getting gas bills altogether!
I contacted the ombudsman because I wasn’t getting any satisfaction with these octopussies and I wish I hadn’t bothered. They seriously are a complete waste of space and I actually think they are in cahoots with the octopussies.
I switched to another company instead and the octopussies have falsified the meter readings so I owed them more money!
They have given one falsified meter reading when the smart meter they have fitted gives two readings and I am now in dispute with the new electric company about the meter readings. I have had to take photographs of the meters fitted showing the readings to prove to them that the octopussies are the ones at fault here and not me. They are now looking into it or that’s what they told me about two months ago. I would avoid this company altogether if I was YOU and I just wish somebody had warned me before I signed up with these A*SEHOLES!”
“We have our gas and electricity through utilita, we used to be with shell up to two years ago we were on prepayment meters.
Today we had a letter from octopus energy who have taken over from shell saying we owe money. I rang octopus energy and they were not much help they said they didn't have any history from shell How can someone be in debt on prepayment meters, we had money left on the meters when we left shell. A manager from octopus was supposed to call me today but didn't. I definitely will not join as a customer”
“I am writing this review on behalf of my cousin who is not comfortable with emails etc, which is why this has been such an ordeal for her, and her health suffered as a result of this. This is her review:
My experience with octopus energy was horrendous. They took my full pension out of my account with zero notice leaving me devastated and having to borrow money from family members. I left them on March 2024 with them owing me £1300, with endless requests to get my money, they finally paid out 2 months later. They also gave a false final reading to my new supplier, which caused all sorts of problems for me. I challenged octopus and after a long time they accepted responsibility for the false reading. This was £425 worth of energy they had overcharged me, which I waited a long time to get from them. I’m certain, had I not challenged them, I would never have received any of MY money. Please be aware of this company due to their dodgy dealings. A very dissatisfied ex octopus customer”
“Informed by octopus that my meter needed changing. Despite asking for meter engineer being asked to attend after 9am on 7/08/24 and that we would be phoned prior to his arrival, he turned up at 7.45 with no prior phone call. He said Octopus never pass on any customer requirements! However, nice guy and proceeded to change electric meter. He then went to work on gas meter but came back to say he never had the correct components and that Octopus would call me back and give me another time date to come back. As at time of writing I have not heard from octopus until editing to them today (05/09/24) to complain. They suggested to me to contact the engineering company direct! Unbelievable!
Octopus promote their customer service but cannot deliver what they say”
“My experience with Octopus is so bad it has made me physically ill. For months they gave me incorrect information about cheap hours so I used energy at the most expensive times in the belief it was cheaper. Then when I finally worked out the correct hours they switched the rates and charged me full peak expensive rate for my off peak energy. I complained and they have done nothing. They just keep robbing me blind! Avoid them like the plague! Worst customer service I have ever encountered in all my life! Disgusting, disgraceful, egregious behaviour! They should be closed down!”
