“W H D only half amount paid, asked for the complete payment only to be given a around for over six weeks, then to be told I've already been paid (fraud), asked to speak to a manager , they will call me within 48 hrs”
“Had no qualms with Affect but when Octopus took over monthly payments went up 20%. They agreed to meet me halfway when I threatened to leave but then reversed the decision a month later. I asked for a quote unanimously which was lower and more in line with what I was using, yet they were determined to charge me the higher price as an existing customer! I later switched and asked for a refund which was very slow in coming. Above all I can't stand the company's corny commercials on GHR sometimes twice in the one break.”
“I paid Octopus energy the sum of £500 as a deposit for a heat source pump on 30th April 2024. On 18th May 2024 they carried out a survey of my property the result of which caused me not to go a head with the installation. There was nothing wrong with survey just the siting of the pump and water tank. Having not receive my £500 back I emailed them requesting the refund only to find they’ve lost my money and cannot refund it.”
“We were with Shell, now Octopus 🐙 have taken over , nothing but problems from the start ,they never ring back ,bills are hard to understand, those adverts they run saying real customers reviews are rubbish 🗑 clearly paid actors ,all energy companies are just out to make money for their shareholders, sane as all rubbish.”
“We’re 2 seniors in a 2 bedroom flat and our usage has remained the same for years. Following the energy crisis we entered a 2 year fixed deal with our fees almost doubling but this was not enough and we faced a further increase as we’ve been constantly lagging behind. On its expiry we switched to a 1 year fixed deal but even this is not enough and we’re continually in debt and have now been asked for a yet another increase in our monthly payment.
So in effect we’re now paying 3 times what we were paying before the energy crisis, and even with increasing fixed deals and constant usage we just never seem to catch up and they’re just asking for more&more.We've sent them photos of our meters and now they’ve asked us to submit monthly readings. Very poor.”
“Really disappointed with Octopus. Last time the price cap came down they put up their standing charge. The price cap is due to come down again and this time they won't be allowed to put up that standing charge. They tried to put up my dd to £116.11p per month from £100.92. Have managed to get this to £110 per month. I have a one bedroomed flat, only heat the main room in cold weather. Yet, according to them I am using just a few hundred £s per month less than the average family. I am 80 and disabled and should not have to battle with their customer service, some of whom are rather arrogant. .”
“Very poor after sales service since having solar panels installed. I’ve had to chase and I’m still chasing for them to reply to my emails. Extremely disappointed customer.”
“Endless errors from this company. Promised phone calls never happen. Recent complaint took weeks to resolve. I reviewed them on Trust Pilot and had an email from "Joseph " as a result. I replied to him requesting voice contact. Needless to say it didn't happen. I suspect that they may be struggling to cope with extra business generated by acquisition of Shell. I suspect that customers will vote with their feet and solve that for them.”
“Were great but now take forever to respond to emails. The smart meter messed up my solar, the smart meter display doesn't work, their FIT reading link didn't work and they conned me into a fixed tariff days before they announced the April fall in prices. On the plus side the guy making a formal.comlaint out of my gripes is a tad more responsive..”
“Octopus now threatening with legal action - after I've had a DD cancelled, tried to get it set up TWICE and also being sent the most outrageous bill after moving into our new property, they are trying to charge £600 for around 8 weeks of energy (when we are hardly there) which is just insane. I have countered this THREE times and no response.
Have been offered a fixed rate by three other companies.
Had high hopes for this lot, but what a mess.”
“Not requested my monthly meter readings like Shell did. Have sent the readings with a covering text and instructed them to use them. So what happened to "you dont have to do anything and wont notice the swap".”
“No responses to emails - let alone in the 24 hours they promise. And they take a shocking length of time to issue refunds. Probably going the way of Ovo energy, which started small and excellent but CEO got greedy, the company grew so huge they couldn’t cope and the quality plummeted.”
“I have been quite happy with Octopus until they suggested that I get my electricity smart meter updated and install a smart gas meter. The time slot was from 8am to 6pm so I stayed in all day. Guess what - nobody turned up and no word of explanation. So now I am going to wait till the clocks go forward and the weather is warmer so I won't miss the power being off for 2 hours. But I am annoyed at the wasted day and I hope next time they turn up and don't waste my time.”
“Octopus please can you help?
1. Please can I have an electricity reading and bill – this task has not been completed by Octopus since 23.9.23 My account balance reads: £1,364.62 (lucky me). My Tariff is Octopus Go.
2. Please can my outdated Smart1 meter be replaced? My Smart1 meter is not suitable (put in by Scottish Power and has 2 blue buttons) for what is being asked to do/read. As evidence by difficulties ‘Octopus’ is having reading this and a (me) customer trying to supply readings – and there are not suitable instructions available etc. Furthermore, this Smart1 meter does not show that I can/am exporting electricity to Octopus.
Please note, I have also put a review on Trust Pilot and sent emails to Octopus about this matter.”
“Rubbish !!! Costing me £200 and they are estimating my bills even though I have a smart meter ! I’m in 1 bed flat alone ! I’ve asked for new smart meter they booked me appointments no one turned up I’m on benefits and Vunerable person”
“We have been with Octopus for around 4 months, have tried time after time to get a smart meter from them. Arranged a date, even a 4 hour time window I then found an email from them saying since I hadn’t accepted it immediately I had lost that slot. I am finding Octopus frustrating, it’s almost as though I need to sit on my emails in the hope of them contacting me in order to get a smart meter. Early days but so far not really looking too good.”
“The people answering the phones are now based in South Africa and Portugal. It is very difficult to hear tgem and there are loud bangs and shouting on the lines. It takes a long time to get through. The person in Portugal was difficult to understand due to her accent. I was trying to increase my direct debit but this has been switched off. Am thinking of leaving”
“Communication with a customer service advisor via email was an ordeal to say the least.
The advisor was from a foreign country, and I found it hard work communicating with her.
All the emails sent to me arrived in the early hours of the morning.
My emails were not read properly, this caused unnecessary extra stress to myself.
All this started from a email sent to myself informing me that my energy price was coming down, but my monthly payment will be going up by £26 a month
The mind boggles.
The problem has now been resolved, but did I really need all that aggravation.
Time to switch provider I think.”
“Despite Octopus' claim to answer emails 'sometimes within hours' I have not had a reply to my email of 12 days ago, I know others have had the same problem. This is terrible service, they don't seem to care once they have you in their clutches. If they did they would have 'chat' as my previous companies did. I rang a few days ago, the girls said the phone lines said they were so busy as people were ringing instead of emailing! What else are we suppose to do if they don't answer our emails? She said she would email me straight away, am still waiting. Am leaving if things don't improve, I find it unnerving not to be able to get an answer to my queries. My latest query is how to distinguish between the export and import submit readings boxes. Still, they do say they do things differently, not sure ignoring customers is something to boast about! And how do they get such high ratings on some sites and low on others? Love and Power”
