“Mylah, who helped me, fully deserves 5 stars for her manner, efficiency and patience in explaining any details I asked about. One star knocked off for Octopus procedures as i thought i had signed up 6 days ago, having gone through whole online process up to and including setting up direct debit & seeing when first payment would be taken......only to discover today that system had crashed and my signup lost! As i was surprised not to get a confirmation email, account no. or similar, the same day, I emailed a response to my quote, then another email, tried phoning the fabled Customer Service .....in all cases, no reply.
I understand it's a busy time, with price caps going up etc, but i would have expected an immediate response to my mails so i could have done switch 5 days ago.
A final word on the scripts operators have to use.....could you cut or limit the use of the phrase "going forward from that" or "moving forward from there"? It must have been inserted 30 times in conversation and becomes quite annoying. "Signposting language" taken to the extreme!”
“My friend Crise Naska who is already a customer of yours introduced me to Octopus. I found it difficult at first as I have hearing aid but the aids are not good even at the best of times.
Eventually I charming lady helped me to get set up with your company. I have been complaining about E-on to the residents at Montague Court retirement flats.They assured me that their bills are much lower than mine although I only have a one-bedroom flat. Have rang E-on several times but no one has explained why I have such a high bill plus they won't sent me a bill with details. All I get from them is a much higher bill each month n ask me to increase my monthly debits nearly every month. I am very happy to get rid of them as I didn't contact them but the former flat user did n they thought I would carry on.
Sorry for this long letter but want to explain why I need to choose Octopus Energy instead of the big boys as I am a retired lady living on her pension. Thanks for listening.”
“Emily help me set up with octopus energy, also remind us recommended us to use friend and family to get £50 credits, which we did she was helpful and friendly”
“Today I rang Octopus Energy and spoke to Mark H COV 10 asking which tariff might be best for me, he gave me the different types of tariff based on my usage and with the help I gained we managed to chose one I was happy with.
Thank you”
“The switch from EDF to Octopus was carried out by Maariyah today.
The phone answered within 5 min
The switch was described very clearly and progressed within 2 days
Smart meter ordered in parallel with switch
Predicted annual spend on Gas and Electricity significantly lower than previous provider.
Have opted for a fixed tariff but Maariyah clearly explained we can change to an alternative ev tarriff as soon as smart meter installed without incurring an exit fee.”
“Mandy, my call handler,
answered all my questions quickly and EFFICIENTLY, giving me additional information, enabling me to confirm I was making the best decision for my needs. By the time I had finished my notes of our conversation, I received 3 emails confirming my agreements. THANK YOU.”
“Rang up to switch to Octopus and spoke to Zac P, who was very helpful and had a good sense of humour. We asked him about things we required to have solar panels installed and even though he didn't know everything we asked, he looked into it for us. Was happy with the response and we switched there and then. Thanks Zac”
“Sam seemed to be on the boil. I did detect a little uncertainty when questioned, which is fine, it proves they are not infallible.
Unfortunately the quality of the line was terrible, something that is too commonplace now, leading to a very strong suspicion yet another ploy by the business sector, not unique to Octopus, not that it makes it acceptable, by any means.”
“Vicky J was most helpful unlike soe of your other members of staff. Not all of your staff understand how to resolve problems
Vicky J understood the problems on 2 cases and was able to resolve both matters. Well done Vicky.”
“Spoke with Kai at Octopus energy who sorted out a switch from my current suppliers. Everything was explained clearly and the whole process was very easy.”
