“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"”
“No readings from my meter since 13 May, no solution by Octopus, so no idea whether my bill will be accurate. Lousy customer service - again, as I have had problems twice before.”
“Best customer service ever.
Mollie was so patient and helpful the whole way through and made it all so easy and simple for me as it was my first time doing this all.
Thank you once again mollie!”
“Octopus has not switched over my account properly
I've been getting charged for a different house and because the switch hasn't been completed my old energy supplier is charging me and chasing me for money
It's been over two weeks since i've reported it and there's no progress”
“strongly advise caution when dealing with Octopus. They failed to bill me correctly not once, but twice — with errors totaling over £2,500. Despite these significant mistakes, it took them a long time to issue an apology or see my POV.
The first time this happened, I cancelled my direct debit to prevent them from taking the full amount. In response, they had the audacity to report missed payments to Experian — despite the fact that I was still paying manually. Absolutely disgraceful. Their handling of the situation was not only unfair but completely incompetent
After leaving the company, I was suddenly hit with a £1,370 debt. Rather than acknowledging their errors, they chose to hide behind something they call “back-billing.” Frankly, that’s an unacceptable excuse. I might be able to overlook one mistake, but repeated failures show a serious lack of competence and accountability.
It’s frustrating how energy companies seem to get away with these kinds of issues, protected by vague industry terms and loopholes. It’s about time regulations were urgently overhauled to prioritise customer protection over corporate convenience.
Avoid this company as this could easily happen to you”
“We are in our second year of having to deal with the terrible customer service and incompetence of Octopus energy. I can only assume they fabricate positive reviews or pay for reviews as there is no way the people I have been dealing with could solve any problem no matter how simple. Their emails are written by AI and they don't read the mails correctly and never answer any questions. Managers promise to call and then don't bother. The whole company seems dysfunctional and thinks that saying some kind words is the same as actually doing something. I really hope that the future of UK services is not going to be like Octopus or we won't have any electricity supply.”
“Bait and switch. I signed up for their intelligent Octopus plan, connected my EV to the app and charged through the app. Didn't get the discounted rate and still having a run around with customer service. They also had me fill out a long marketing survey for $5 bill credit. Wasted time on the survey, never got the credit. It's a joke and a rip off. Sign up with a different legitimate provider that won't rip you off with false promises.”
“I itemised all of the issues I was having and bulleted all of the steps I'd tried to resolve an issue I was having, writing an extremely detailed email to you. The response I got was a list of 5 things I could try to remedy my issue - all of which I had already said that I had tried. It's obviously some template response where someone couldn't be bothered to actually read what I'd written and deal with my issues. What was the point in wasting my time to write such a detailed email to you? It's pathetic customer service.”
“Terrible company, i had three seperate final bills from this dreadful company one for £107,one for £131, one for £119,despite paying £108 for a final bill showing a balance of £0.00, but the advisor i spoke to said yes your balance shows you paid £108 but you still owe us £60. Dreadful company. Keep clear”
“Horrible company with an awful customer service. When they acquired Shell, and moved customers over (without their consent), they incorrectly moved the balances and refuse to adjust it due to their lack of transparency. I would urge anyone that was moved over to OE to scrutinise your bills very carefully!”
“I have only just signed up with Octopus, and we are off to a bad start.
I am a single tenant, living on my own. I have used the bare minimum electricity. There were at least 2 people occupying the flat before me who would have naturally used a lot more energy. If the estimate is going off of that, then while that makes sense, it is incorrect and unethical to charge someone living on their own the same as a couple or family. It's difficult enough as it is, is it not?
It is spring so the heating has not been on, nor have I put on the heat for water. I have no appliances yet after having just moved in to the flat, save a kettle, and I have used the oven so far exactly once, and the hob twice. The fridge was only just plugged in, and I am frugal with lights.
I am only 10 days into my tenancy and Octopus is showing I am already owing nearly £100. How?
By their own admission via telephone, the 'smart' meter is not connected.
Not very smart then is it?
I was also flitted about from person to person initially trying to set up an account in the first place, as the connection kept being dropped as well. It was not the welcome I had expected or heard about, and it is certainly not the brilliant reputation Octopus has tried to build at all. Shame.
I communicate via telephone, Live Chat, and Email. The website would not allow me to register for an account at the time, and customer service varied widely. One person listened, clarified, and made progress only to drop the connection, and I would start the entire process again with the next person, who did not listen, did not offer any advice, let me know what my options were etc.
I would love to know exactly where and how this energy is being used,
1. So I can improve.
2. So it makes sense.”
