“On the whole Octopus energy are a good company and customers are able to fix their direct debit payments.
However, every year I have the same problem with them emailing me to say they've reviewed my consumption and are putting my payments up!
It's July, I'm £84 in credit, but apparently I need to pay £15 more each month!
Their own graph shows that I should be barely in credit at this time of year.
I had the same issue last year.
Octopus need to review the way they decide on increased payments when they are not based on facts!”
“Dear Nat let me start by saying that I was answered fairly quickly and the lady was helpful .She sent me a copy of past bills and at the end it appears im over £90.00 pounds in debit to you. I do feel however as the gas readings which I have faithfully sent each month-my meter is too far from your reading machine- there have been inaccuracies in your charging. As the fault lies with Octopus am I due any compensation. Thank you L Geddes”
“I called the customer service as I don't understand why I can't switch our provider from EDF to Octopus. Zak was polite and said we need to pay £150 deposit for electricity and £150 deposit for gas. I don't understand, though, why that is. My credit rate has always been great. We are trying to switch as according my calculations we can potentially save £100 a year which is not a huge amount but every little helps. I however am not sure if I would like to go through the switch now with all the deposit we have to pay. And I don't understand why. We will pay by direct debit so no payment will be missed.”
“Signed up for gas and electric with Octopus today. I was dealt with efficiently. Aadam answered all my questions and the process was quick and stress free.”
“My gas meter screen has been blank for over 2 months I have e mailed them 6 times but they refuse to solve the problem they must think it will fix itself”
“Spoke to George who answered in less than a minute, no waiting for 20+ minutes in a queue!! who couldn't have been more helpful. He quickly arranged a new fixed rate. Great service - happy days.”
“Joy was verry helpfull and solved my problem of not being able to send you my meter readings and recieve your reminder emails,to do so. Thank you so much, I look forward to your emails in the future months. Regards ,John B.”
“Mark H COV 10 was very helpful. He elucidated the problem and suggested a fix tariff instead of the variable one - which I accepted. However, on receiving confirmation of the change from variable to fixed, I saw that the per unit prices were (are) exactly the same, so whether this change is advantageous is open to question.”
“I am my son's appointee and therefore pay all his bills from my account. The member of staff i spoke to stated if my son didn't have a credit score in his name I would need to pay £300 in advance. This is pure discrimination and feel although this isn't his fault there was no compassion. This must be common and what should someone with a disability have to pay £300 in advance when there accounts are paid by someone else!!!”
“I rang today to ask for advice on installing a solar battery and if it was possible to link my electricity tarriff’s to cover my EV requirements and solar exportation. Beth was very helpful and explained that it was possible and when we install a battery let them know and we can adjust the tarriff’s to best give us the best solution. Beth also confirmed that the best way to do this by going through online and if I need specific help just ring.”
“I have a large amount of credit on my account. I have requested a refund of less than half of this credit twice online and nothing materialised. I then sent an email requesting the refund. Jamie-leigh sent a prompt reply saying they would look into it then I got an email asking for a review of their service. Can't give more than a 3 when issue hasn't been resolved yet!”
“I contacted Terry today 15/05/25 regarding their future tariffs and standing charges. I was thinking of changing to a different company to get a more competitive price. It would seem while I can get a better fix rate in Gas by changing, Electricity is more competitive with octopus taking standing charges into consideration as well.”
“Contacted Octopus Energy and spoke to Pete S(Cov-10) who dealt with my concerns of my Electricity account which I had submitted my readings yesterday incorrectly. He was very professional and allayed my fears instantly. It was refreshing to talk to someone who you could relate to and fully understood ones problem. A good member of staff who needs to be looked after!!! Well done.”
“I have e had a solar system for about 13 years, I decided before. investing in an EV I would have a 10kw battery system installed. when the salesman told me that he had the Octopus Go tarriff and how fair the prices were I rang to and joined your standard rate before being able to switch after 45 days. But was told that tarriff was not available anymore UNLESS I had an EV. many company's offer a split tarriff but I am concerned that your policy has changed and the salesman did not know, he has had the tarriff for many years for his battery system but does not have an EV. Can you help here please.”
“On this occasion they didn't make me happy at all.
It has taken many emails and phone calls to get the interim bill I requested on 29 March. The issue was finally resolved today by a very helpful member of staff, but it seems that none of the information I had provided earlier had been logged for this address.
On another account (my own gas & electricity account at 4/3 Saunders Street, Edinburgh EHH£ 6TR) last year you suddenly stopped emailing me reminders to send in monthly meter readings. Despite several emails and lengthy phone conversations and promises that I would get monthly reminders, nothing has happened. No email reminders.
What is going on with Octopus? You used to be the most efficient of all the suppliers. I know that the business has expanded enormously over the past few years but it now seems that nothing can be resolved without a lot of effort on the part of the customer.”
