“Octopus installed a heat pump at my house in May 2026. When the waste was collected, 14 sacks of gravel and garden waste were not collected, along with some other waste. I have reported this to Octopus 5 times over the last two weeks and all my emails have been ignored without acknowledgement. The worst part is that the gravel and garden waste wasn't even from my install! I've been unable to use part of my driveway for over two weeks because Octopus dumped someone else's waste there!
One of my downpipes was also rerouted during the install and has been leaking every since, and the install also left a large circular stain on my landing carpet.
Unfortunately this is not the first time that Octopus have completely ignored a problem that I've had, but it is certainly the most frustrating.
Starting to wish I'd got a heat pump installed by a different company that still acknowledges the existence of their customers once they've received the money.”
“Octopus approved my heat pump installation, took a £500 deposit, let me remove my shed, rip up the paving and dig a trench, then did not turn up on installation day.
I signed the contract on 22 May 2024. Octopus later confirmed the installation date as 13 October 2025, almost 17 months after the contract was signed.
By that point we had already gone through planning permission, architect drawings, surveys, a pre-installation check, builder meetings, and major preparation work in our front yard. I had to remove my shed, rip up the paving, and have a large trench dug for the proposed route.
On the actual installation day, Octopus did not turn up. I had not been told the installation was cancelled. I had to contact them myself, only to be told something serious had apparently been missed and further checks were needed.
After multiple surveys/checks had already taken place, they then said they needed yet more inspections. They also failed to attend the scheduled follow-up inspection.
Octopus eventually refunded/reimbursed the direct expenses, but the goodwill gesture for the wasted time, disruption, missed appointments, failed installation and complaint handling felt insulting.
Their communication throughout was absolutely abysmal. We were repeatedly given incorrect and contradictory information, and were left with a huge trench and piles of dirt in our front yard for nearly three months. After almost two years of dealing with Octopus, we ended up exactly where we started, with nothing to show for it.”
“Needs minus stars! Worst energy provider I’ve had.
I filed a complaint on the 17th March and they didn’t respond (now 18th May). The complaint was because they only half serviced my heatpump but never came back to replace a part they said was faulty in Nov, and I had no reply to my January email asking about the follow-up appointment the engineer said he’d arrange. All that time Im still paying £9 a month for this supposed service plan, upholding my side of the contract.
Only one I posted a bad review on Trustpilot did anyone contact me. The response was days!! Ridiculous they have more staff dealing with bad publicity than their direct formal complaints!
Awful company. Avoid!”
“Nothing but issues with Octopus. Errors made on my account which were picked up but not rectified. Refund requests totally ignored. Installed a smart electric meter but didn't replace or commission the gas meter. The engineer was under the impression I didn't have gas! Now several weeks of messing around, issues not fully resolved and account now in debit as they've finally noticed the error they made when I switched. Customer service people are polite but I shouldn't need to be contacting them if Octopus had provided the service I expected in the first place, i.e. accuracy! Smart monitor useless as it doesn't pick up gas.... but apparently that's my fault due to the construction of my house and not having the monitor within a meter of the gas meter, etc, etc. Trees, parked cars, you name it! It's always something other than their shoddy equipment. I will never go with Octopus again. I'm currently looking for a decent deal to switch to”
“On the intelligent go octopus tariff ACLS settings not set up properly!
So I have off peak usage between 2330 and 0530.
Octopus have set the ACLS settings on my meter to turn off at 0630 rather than 0530. This means that every day my off peak fuse board remains active until 0630 (storage heaters and off peak water - approx 15-20kw/h) and octopus charge me peak price electricity.
Had a complaint open with them for over 8 weeks and they still haven't changed the ACLS settings!!
Glad others are reporting excellent customer service but this is not my experience at all.
Very disappointing surely it can't be that hard to change the settings!!
For the benefit of the octopus complaints team reviewing this and who have promised me the ACLS settings have been fixed please see time stamped images showing LC1 and LC2 still closed on the fuse board after 0630 (never mind 0530!) and internal smart meter showing that it thinks my off peak tariff will end at 0630 (although it doesn't actually disconnect the off peak fuse board until 0639!)”
“The company is totally out of control its gone to to big. I have been trying to resolve my gas and electric meter readings 12 weeks now still ongong.
JOHN VASEY”
“AVOID AVOID AVOID
AVOID AVOID AVOID
1. They do not know what the MPAN (Meter Point Administration Number) of the meter is.
2. They do not have the correct address on file.
3. Each agent gives different and conflicting information.
4. They do not communicate properly.
5. I was told a manager would call me, but this never happened.
6. They said an engineer would test the meter, but no one attended.
7. They switched my energy supply without my consent.
8. Calls are ended abruptly or I am hung up on.
9. I am frequently put on hold for long periods with no resolution.
10. They promised to adjust my bill but failed to do so.
11. They say they are working on the issue, but then take no action.
12. They say it will take a week, but it takes several months.
13. They claim they cannot transfer me to a manager, yet appear to speak to one nearby.
14. They say they have not received documents when they have.
15. They promise to call back but never do.
16. No action was taken until I escalated the matter to the relevant authorities.
17. Even when I sent a meter photo, they said they did not understand the MPAN.
18. Their staff are not professional.
19. They do not know how to properly handle complaints.
20. They do not have access to accurate records and rely on incorrect information.
Overall, this has been a very frustrating experience. The level of service is unacceptable, and the issue appears to be deliberately ignored rather than resolved.”
“I have been with Octopus for three months now and I have had little to no support with an ongoing issue. Currently being charged £300 per month for a one bed flat, I live alone and I’m currently only heating one room part of the day. They installed a new metre last week as they said I needed one, now the app shows nothing, emails ignored for days and still no response and no closer to understanding why this is double the amount I should be paying. Incase you think I’m making this up, take a look at my last three months bills.
Jan £301.47
Feb £313.09
March £342.20
I’m absolutely on the edge with it
1 x washing machine used once per week
1.5k heater used on lowest setting for half a day
1x small lamp
Hallway light used to access bathroom
Ninja air fryer”
“After trying countless times to speak to a sales advisor on purchasing solar panels and moving to them, was met with endless call disconnections, waiting in a queue to only get to number 1 then be disconnected or returned to the main menu and when emailing the, being called by a completely different name. DONT TOUCH THEM as they good customer service marketing is a load of TRASH! I wouldn't even give them 1 star but its the only way I can write this review!”
“Wouldn’t even give them a 1 star! Absolutely appalling customer service!
I sold my house and it was empty for 6 weeks and they charged me £150 electric - I asked for proof as the house was empty! They then have wrecked my credit file and put 3 missed payments on even though I’ve made a payment! Refusing to take the missed payments off even though I’ve shown them proof it was them!!
Absolutely disgusting”
“I was informed by an Octopus employer that one of their sales representatives, George, has allegedly falsified reviews to earn Octopoints. I understand that management (Greg and Paula) are aware but have not taken action, reportedly because he is a strong salesperson and trainer. This raises concerns about the reliability of reviews and business practices. I have reported these suspicious reviews to the CMA.”
“I was informed by an Octopus employer that one of their sales representatives, George, has allegedly falsified reviews to earn Octopoints. I understand that management (Greg and Paula) are aware but have not taken action, reportedly because he is a strong salesperson and trainer. This raises concerns about the reliability of reviews and business practices. I have reported these suspicious reviews to the CMA.”
“The wheel of fortune is set to fail all customers. Intentionally made to make you feel you have a chance , but you never win. Even supermarkets provide a little something to their loyal customers. Instead of boosting your ego with stupid ads on the radio on how great octopus is a company star thinking more of your customers and give them a fair chance to win something.
Hope the leadership of this company see this review.”
“Very poor customer service. I can say this from years of bad experience. Had to use the ombudsman to threaten them into action. Then they jump. Run by incompetent young people especially those whose English is difficult to understand. Apparently other companies are even worse. Prices ok but that is all.”
“During a switch away from Octopus Energy, I was charged over £300 for gas — in summer, while I was for the majority away, not using gas. The explanation offered was for "maintaining your connection to the energy supply." No breakdown, no meter readings. No reasoning.
The complaint I raised was closed without resolution, obscured among four separate email chains, one for each telephone query to request an update. While I was waiting for replies from customer services, Octopus was silently escalating to debt collectors. Bailiff threats arrived out of the blue, mid-conversation. My credit score was hit — repeatedly — by escalations I didn't know were happening.
When I asked how my bill had been calculated, it went up.
The formula they seem to use is a surface layer of hollow, performative helpfulness concealing complete refusal to engage with the substance of any complaint. Wear the customer down until they stop asking questions and just give up and pay.
It’s eventually worked on me and I just paid the bailiffs the arbitrary figure they’d been given. Two days later after paying in full, now over a year since I tried to leave them, Octopus themselves have just now generated an additional bill for £170.
I don’t think this is disorganisation, I think it’s their system working as intended.”
“Fine when things are ticking along as normal, but as soon as there is an issue, they are an absolute nightmare.
Constant excuses, failed promises, missed deadlines, impossible to speak to a specific person by phone as apparently they can't transfer calls and don't have direct contact numbers, so you are stuck with email as the main form of communication, which means constant delays.
An awful company to deal with. My complaint was logged in Nov 2025 and it's still not resolved, because of how useless and unhelpful they are.”
“Octopus varied my direct debit, according to them, resulting in a negative balance on my account. They adjusted my direct debit to clear the outstanding balance within few months. I cancelled the direct debit and set up a standing order to pay my energy usage and part of the outstanding balance. Without sending my account to debt collection team or external debt collectors, or giving me any warning of any sort even though I spoke to their customer service advisors few times who were okay with my payment method but only advised me to set up a direct debit as their preferred payment method. I only found out that Octopus has nicodemusly put on my credit file that I have an arrears on my account. I phoned to dispute this and they stated that, they put this information on my credit file because I was not paying my bills by direct debit, even though I did not default in any of my payments. I have realised that the so called outstanding balance is not energy I consumed but based on an estimated energy consumed which could be wrong. This is the kind of service Octopus are taking pride in. Switching from Octopus to a more transparent energy supplier with customer service advisors who knows what they are doing is what I will recommend.”
