“Shocking and extremely disappointing decision by the billing dept and subsequent communications from their customer service team ouzed arrogance.
They mocked me trying to make out my calculations were wrong when trying to prove they'd overcharged me due to a persistent billing fault and faulty meter. There was no urgency and after chasing repeatedly over three months, the agent wrote and asked me to explain what the issue was. Glad to have left this behaviour behind and join a competitor.”
“Octopus energy recently billed us for an astronomical increase. We were away for one month and ironically - that is when the rate spiked. How is this even possible? Don’t trust the reviews on TrustPilot - they are all uploaded within one or two days. They all say the same thing - it’s easy for a company to write their own reviews.”
“It's good while things go as planned, but brace yourselves if you have any issues with your account or service!!!
Back in 2024, the meter-uploading area of their website experienced some glitches or problems where it would only show 2x night rates rather than day AND night, long story short we went from being around £575 in credit in July 2024 to -£1500 or so in September 2024! xD
That was a year and a half ago already and it trigered a ridiculus amount of back and forth emails and incorrect satements, etc, etc (ah, and of course, the joy of having to explain the same issue over and over again to any new person that picks it up on their end...).
Come January 2026 and we're still at it. I see no light at the end of the tunnel, honestly.
Another example: our heaters weren't working when we try to turn them on in November last year, so we called an engenieer and he suggested that the issue sounded like it was realted to something called "RTS" which had been phased out across the UK in July 2024, but that surely our energy supplier would have contacted us about that in advance to sort it out and ensure we could keep up using our heating... They didn't, obviously.
When we contacted Octopus they gave us a date to get someone to come to our place and sort out the issue, I took the day off from work to be there as it was getting cold and we really needed to use heating. 3pm, 4pm, 5pm... no messages, no calls, nothing. So we decide to call them and appartently the engenieer had some issues and wouldn't be able to make it (good thing we called!).
After inisiting and complaining we manged to get them to book us an engenieer to come out later that evening.
So like I said, if all goes smothly it's probably a good company, we didn't have any issues and were fairly happy before all of this. But it seems like any problem you'll come across with them just gets handled the most horrble, slow, and inneficient way possible.”
“The planned changes to the Octopus Intelligent Go tariff feel like a complete step backwards from what made the tariff worthwhile in the first place. Customers signed up because it offered a predictable, affordable off‑peak window that supported EV charging and home energy management. Instead of improving the product, Octopus is now stripping away the very benefits that justified choosing it over competitors.
What makes this even more frustrating is the blanket approach. If a minority of people are abusing the system, then identify and address those cases directly — don’t punish every loyal customer. This kind of broad‑brush response feels lazy and unfair, and it echoes the same tired excuses we hear from governments when they mismanage public money and then make everyone else pay for it.
Adding insult to injury, Octopus has recently been handed £25 million of taxpayers’ money. That’s outrageous when you consider that this funding ultimately comes from the very people now being short‑changed by these tariff changes. Octopus built its reputation on being different — transparent, innovative, customer‑focused. But decisions like this make it look less like a challenger brand and more like just another energy provider shifting costs onto households.
The communication around these changes has been vague, the justification unconvincing, and the impact on customers significant. Many of us invested in EVs, smart chargers, and home energy setups based on Octopus’s promises. Moving the goalposts after people have committed isn’t just disappointing — it undermines trust.
If this is the direction Octopus plans to take, it’s hard to see why customers should stay loyal.”
“Awful... truly awful... How you guys have got all these apparent accolades is absolutely beyond me.
I have contacted you on previous occasions and then spoke to Salim on two separate occasions (15th & 16th) to raise concerns about concerns over our bill and the reasons for the increases (not our fault) followed by another call indicating that out export tariff has frozen since Sept'25 - so complained due to the nature of the responses, how it was being handled, and to raise an argument for reinbursement due to several factors.
It was confimed on the 16th that someone would be in touch usually within two working days, but nothing, then received an email from Salim on the 23rd Jan saying AGAIN, that someone would be in touch (obviously the 16th request had been forgotten) it's now the 29th .... still no call :)))
Also worth noting I was left on hold for almost 20/25 mins and nobody ever returned (15th Jan) so I hung up.
Contacted again myself (yesterday 28th Jan) and spoke to Peter, said i needed to speak to someone about my complaint/current issues. Again was told someone would ring me back that day - Guess what no call!
I've emailed a lengthy explanation about the complaint to your customer service team on the 24th January - again no acknowledgement or reply. Peter said to send an email to "greg@............." as they take more notice of those... so I've done that too and still nothing. I mean what on earth is going on!
The complaint was raised on the 16th Jan and it's been nearly two weeks without contact, and I'm still the one chasing. Meanwhile your happy to put my direct debits up by almost double (electricity) and we still have unsolved issues that are not ben addressed - all of which are stated in my email (both times)
The customer service side here is absolutely atrocious and if you were once "good" - then the wheels are well and truly falling off that bus it would seem - in our case anyway.
Salim mentioned there are things that a colleague has said should have been looked into much earlier on our account (his email) and yet because of the current problems we are having to foot the bill of higher charges and hiked up direct debits. It is completely unacceptable.
This is only a snapshot of all the greivances here as I could go on. I just still can't believe how this has been handled. I'm almost laughing in disbelief to be honest.
The big question is? Is anyone actually gonna call?
Note - Please spare us any acknowledgement verbatim on here, it will infuriate me further if for any reason you say to reach out to this number to discuss etc etc - I've tried that multiple times - just do what you say you're going to do and get a manager/senior individual with somoe authority to call me/us back.
You'll be aware of our issues if you dig deep enough...
I've left the account number in the disclosed reference that only you (Octopus) should be able to see.”
“My advice is not to buy a heat pump from Octopus. We find Octopus great to deal with until you have a problem. We had ours installed in the summer and it fine until it came time to put the heating on. All winter and temperature around the house ranges from 21* to 17*. We have underfloor heating and the kitchen and hall never get hot enough. Only had 4 visits in that time and only stay an hour as that is all the engineer has been booked in for. Cannot have my elderly mum to stay as it’s too cold for her. The highest temperature this heat pump produces is 21* if working properly. Go to a company that has vast knowledge of heat pumps insulation”
“I booked an appointment to have my smart meter replacement because my old one keeps beeping which drives me insane! The first time I missed the engineers visit cause of work. Then today I had a second appointment and I asked octopus a few days before my appointment to send an engineer at 2:00pm. They made a note if it afterwards. Then today I didn't see an engineer at my property. So I called octopus asking if they sent an engineer to my property, and shockingly they said the engineer already left which made me furious!!!! 😡😡😡😡😡😡😡😡 I asked them for a simple time to send an engineer, and they couldn't do that!!! 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡 and to add insult to Injury they increased my energy prices!!!! 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡useless energy company!! 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡”
“We have phoned octopus about changing the tariff to low tariff still haven’t done it. When we was told on the phone that it had been done when we spoke to them today and was told that it was on the high rate . Also keep asking for information that they already been given it’s costing us a lot of money.”
“Overcharged me every month for 3 months. I try to contact them to sort it out and they just ignore me. Messed around fitting a new meter which only caused more problems. They seem unwilling to fix it.
They claim they have excellent customer service. Which is not true in the slightest. Avoid”
“Unclear Billing & Overpriced – Not Worth It
Be careful if you’re considering switching to this energy supplier.
My bills are rarely under £100. For example, I paid £144 for the period from 15th to 30th of November (paid on 1st of December), and then £200 for just 1st to 16th of December.
As of 17th December 2025, I’ve paid a total of £344 in bills for a small 2-bedroom flat where I live alone. I’m out most of the day and can’t afford to keep the radiators on.
The way they bill you doesn’t make any sense, and communication with them is very poor.
Not recommended.”
“Octopus refuse to reply to 40 pound voucher they promised as good will gesture for leaving myself a disabled person without electricity for three days in which i was mocked by staff who kept promising an engineer was on the way”
“EXTREME CAUTION!!! Octopus Energy dramatically over estimated heat loss when doing my home's Air Source Heat Pump (ASHP) survey. Their survey and subsequent system could have cost me ALOT of wasted money!!!
I purchased an Air Source Heat Pump (ASHP) survey from Octopus in December 2025. I really wanted to use them as my installer/provider for a ASHP but there heat loss estimates were likely to be extremely incorrect!
Octopus surveyed my house and stated my heat loss was 13600 watts and that I needed a 15kwh heat pump. They then changed the estimate to 12252 watts heat loss.
However an alternative provider stated that was unrealistic and calculated my home's heat loss at c. 8500 watts ang therefore I only needed a 8kwh heat pump.
Octopus' survey is extremely concerning as I understand an overestimated heat loss calculation will result in an inefficient (and costly) oversized heat pump unit! My understanding is that an oversized unit reaches setpoint quickly, then turns off and on frequently. This reduces efficiency, increases wear on compressors and contactors, and can dramatically shorten the unit's lifespan as well as increasing electricity bills (something that would benefit Octopus).
CAUTION: my understanding is that Octopus' heat loss estimates are often seen as high or conservative; potentially leading to oversized heat pumps, because they use STANDARD survey methods (MCS) and make cautious assumptions about factors like air leakage, required room temperatures, and radiator performance.
My house is extremely efficient with my extension being built to 2016 regs, all rooms having underfloor insulation, efficient modern double glazing and even draft excluders on interior doors!
Octopus Energy's surveying approach could result in you wasting £1000s!!!!!!
Account: A-A4F213AC”
“Loved this company but now huge rise in…
Loved this company but now huge rise in electric car charging costs. We have government already whacking us now octopus doing the same. Honestly its all going wrong . Terrible”
“Worst energy company I’ve ever used. I switched to octopus because I wanted get away from Eon. My payment was estimated at £179pm which sounded reasonable for a small house.
After 6 months they emailed me saying they were putting my payment up to £880pm. I phoned them up and was told that something in the house was draining power and they gave me detailed instructions on how to track it down. If an appliance was drawing £700 of power a month then I think it would be glowing red hot, but they said they would leave the payment at £179.
Another few months go by and they emailed me again saying my monthly payment was going up to £780. I phoned them and was told by a young lad it was a computer error and to ignore it and my payment stayed at £179.
After another 3 months they emailed me again telling me they were putting up my dd to £660pm. So I phoned them again and spoke to a woman who.told me that they “wanted to set my monthly payment at a sustainable level” whatever the hell that means, but that for the time being it could stay at £179.
At this point I’d had enough sleepless nights caused by these cowboys so I moved to OVO. I’d built up a small arrears with Octopus of about £200 over a whole year but OVO set my monthly at £140 and that’s where it has remained.
Through all of this I had a smart meter which confirmed that my usage corresponded with my monthly payment so they must have been aware of my exact usage.
I searched the internet about this policy by Octopus and found forums full of people complaining of the same thing. It seems octopus want you to build up a huge surplus in their bank account. No doubt so they’ll earn a lot of interest from it.
Avoid this company like the plague.”
“Very poor customer service. If any problem arises they are not interested in helping you and just ignore your messages. They are not pro active at all. Not in the engineering team or the customer service team. A problem that has been going on for months takes no priority over new customers. I do not recommend using Octopus energy.”
“Delighted with your help to get us on the correct tariff Lorcan. You were patient,courteous and knowledgeable. Octopus has treated us well and we will recommend your company.
Ruth and Iain Laing”
