“I would just like to say how helpful Felicity was in solving a problem that has been bugging me for a long time, I explained my problem to her and in no time it was solved
I am no longer in debt on my account. Thank you.”
“After 4 weeks, I chased for Export tariff update. Agent, couldn't find application or status, even though it had been entered on-line and verified with an agent by phone. Now they respond in email to say SSE G99 certificate is not valid (which it is according to SSE). If I had not chased for update, Octopus would not have done anything. Its the poorest example of a new customer on-boarding and care. Thinking of moving to EON, like my neighbour.”
“Over the last 4 months I've repeatedly requested Octopus to replace the smart meter. Eventually on 11th July I spoke to a very helpful Octopus employee (who deserves 5 stars) who arranged for a new meter to be installed on 30th July. The constant delay & prevarication in resolving this issue has caused a great deal of unnecessary stress and upset.”
“I joined their Tracker that follows the price daily of Gas and Electric a couple of years ago. After the first year I received an email advising I was being switched to the New Tracker. No problem at all. I noticed in July 25 that my credit did not appear to be increasing as it usually does in Summer and received an e-mail to advise my Direct Debit was Increasing. When I called them, they advised I was on the Standard Tariff as my Tracker Deal had run out in February. So no automatic switch to the New Tracker Contract this year. I'm told they did send an e-mail, which I can not find, so asked for a Manager to ring me to discuss.
I am still waiting for the call and as a high user I'm hundreds of pounds out of pocket. Although the man I spoke to did offer me £30 as a gesture of goodwill. I'd spent more than £30 worth of my time trying to get hold of somebody to sort it out.
Looks like they are like every other energy supplier when you get an issue.... its all about the profit!!!”
“Came for renewal. Agreed a renewal figure after comparison with Octopus. Agreed to stay. They then wanted a direct debit well in excess or agreed. Moved to another company who informed me that that the switch was complete and my smart meter readings had forwarded to Octopus. Waiting for final bill and considerable refund. The amount of my final bill has been taken from my balance. Octopus tell me it will take up to 4 to 6 weeks to generate a final bill and any refund 10 to 14 days later.
Each year in the past I have had ask for a refund on my balance or reduce my direct debit manually to reduce hefty overpayments.
BEWARE. This company although on paper looks good is just trying to build a surplus in your account and use your money.
This review is written after request for my refund and there reply. Full of reasons why they cannot expedite it sooner.”
“I have made the mistake of having solar panels installed by Octopus Energy. A 2 day job is going to take nearly 2 months. They started the job on time, but when things started to go wrong they stopped the work and told me they weren't coming back for nearly 6 weeks. I have 5 out of 14 working panels which are proving to be far less efficient than advertised, apparently they don't like the heat! There is also a large pile of neatly stacked waste sitting at the front of my house. I'm losing money and I've totally lost any faith I had in the company. I believe that once you have a problem which is likely to result in negative reviews they put you on the back burner, safe in the knowledge that it won't get any worse for them.”
“Just got my new 12 months fixed off octopus. Was on a 15 month and it was cheaper than the 12 months cap with a 7% off the price cap. My bills should be lower not higher. Its a disgusting Disgrace”
“Octopus as a whole has the worst customer care experience I have experienced in years. Hence the review stars. However, today, I was helped by a young lady called Sam, she was incredible. She sorted out an issue that's been ongoing for months and months, within 3 minutes. She then promised me she would try to get me some help to deal with all the issues that everyone else has ignored. She, of course, can't promise. But she sure as heck tried everything. In my opinion, emails from frustrated customers should be going to Sam@Octopus, because Greg sure as hell doesn't answer them!!! Sam - if they don't make you CEO, they're missing out. Thankyou for listening, actioning and being amazing.”
“I did not have a bad experience!
Sam answered all my questions & sorted out my account - GREAT!!!!
Then she put me on 12M FIXED RATE for my GAS - GREAT!!!!
Excellent staff - THANK YOU
Trevor Bowman”
“Octopus obtained my bank details from me under false pretenses, as i asked for refund, as few hundred pounds in credit , into my bank account, this never happened, when complaining, management told me a direct debit had been set up using my bank details without my knowledge or consent (I pay standing order) . Management and call handlers lie repeatedly, and still no refund. Corrupt company avoid”
“After losing a significant amount of money to a crypto scam, I was devastated and ashamed. I didn’t know where to turn or who to trust—until I found Alpha Recovery Firm. From the first conversation, they treated me with compassion and never made me feel judged. Their team worked tirelessly to investigate, track the stolen funds, and ultimately recover a large portion of what I lost. I never thought I’d see that money again. Alpha Recovery Firm not only gave me hope—they gave me justice. I can’t thank them enough for turning one of the worst experiences of my life into a story of recovery and resilience. Highly recommended.”
“Basically am still waiting for someone to get back to me 15 days after they said they would. Am tired of ringing and emailing them. It has been going on for months now. They owe us money from when we left way back in January. Come on Octopus do what you say you will.”
“I don't know how they get all these five star reviews? Customer service is dire. They took 10 months (with all sorts of excuses and ghosting along the way) to upgrade our meter to enable us to get on our chosen tariff. Then they said we still couldn't switch because we had the wrong type of meter. Now they say we can't switch because our account is in debt. We have a variable direct debit set up so they decide how much is taken from our account and when, not us! We made an extra payment last week of the amount they said we were in debit and tried to switch again, but now they are saying we can't because we are in debit again. There's no new bill on our account so who knows where they get that idea from. They offered us compensation for their terrible service but they haven't paid it. When I raised an official complaint they chose the same guy who had been letting us down for months to resolve it, rather than escalating it to someone more senior. What a shower.”
“Lauren was lovely she was very helpful , put my mind at rest at 87 I worry a lot , I hope I get her next time , Having said that you all are very nice to me, octopus are very lucky to have such lovely people working for them I tell everyone have octopus thy are the best ,and Lauren definitely is one of the best. Bless you Lauren”
“I have just taken over a house supplied by Octopus Energy and have been 5 days without electricity. When you phone you get either fobbed off or cut off, I spent almost 3 hours on the phone over the last 5 days, been sent various reset codes none of which have worked. Avoid at all costs. There's no continuity if you have a problem, a different person answers every time and gives bad advice. You even get told there's no manager in their department for you to speak to. Avoid, avoid, avoid. Worst company I've ever dealt with. It's still not resolved, I still have no electric and no gas as the meter isn't "commissioned"”
