“I have been in touch with you 3 times I just keep getting the run around I wish I had never got it installed been waiting since December 1 got it installed 22 3 2024 and it’s still not working waste of space”
“I was happy with Octopus energy until the other day when they took a chunk of money out my account which was in credit. When I rang, they said oh that’s awful it might be a smart meter I said I live by myself I work every day had a little bit of time of Christmas. Nothing major Got an economical new boiler new roof last year. All insulated the bills should be going down. I pay a fixed payment set by them last year. They told me oh you paying too much they reduce the monthly outgoing and when I checked my account think it was all sorted they took another chunk out my account emailed them and they said it was right I’ll be on the case tomorrow I can tell you that so I’ll leave my opinion at three star at the moment !”
“Up until this moment in time I have been satisfied with service provided by this company but at present not happy. Hands up initially I am totally to blame received an e mail from then advising new tariff for loyalty clients which I thought great and advised for change. Immediately charged 150.00 as this meant I was in default of an existing contract. Hands up being in my eighties takes me all of the time to remember what I had to eat yesterday never mind penalties. After several responses from them advised as my account had plenty of credit on it shouldn’t be a problem for me this winter. First time I’ve been penalised for being frugal with energy. I wonder how many other elderly people have been taken in. Why send e mails out to existing contracts without advertising pitfalls of change. I will learn from this mistake”
“Very good at taking payments exactly when due but absolutely hopeless at paying customers for Octopus Outgoing Solar energy.
Time and again I am assured that these payments are automatically calculated and generated. NOT SO”
“They are the absolute worst at responding to emails. To wait 4 or 5 WEEKS for a response is very normal.
However, if you can get them on the phone, pretty good!!
We were happily with edf for years and i loved my smart meters until, summer 22, they stopped working.
Edf refused to change them, claiming a signalling issue.
So, i switched to octopus april this year. Email communication was slow but i did get 2 new smart meters fitted 31st may.
The electric one swung into action right away. The gas failed to do so.
Finally today (august 11th) a simple phone call ,in which a lady told me to press some buttons on the gas meter, has rectified the issue and i have 2 working smart meters!!
Oh happy days!!
What i do like about octopus is that even without smart meters, you can send them a manual read any time via the app and it takes the payment right away so you never get behind.
Email communication is abysmal though.”
“I was switched to Octopus when my utility company went bust. They seemed ok until I noticed a few things on my bills.
I always provide meter readings when prompted, every month and submit them within the 3 day deadline given. On 2 separate months I could see that I had been charged for half a meter read bill and the other half as an estimated bill. In all my years I have never seen this so I queried it and was first told that I need to submit meter readings which is why it was an estimate, which I went back to say I had (I had the reply emails thanking me for submitting them).
Then they said it was because in the middle of the month price increases had occurred and as I hadn't provided meter readings for them, they had estimated that half of the bill.
I replied how would I know to submit meter readings twice in one month if they didn't ask for them but as they had asked for the one reading, I had submitted it.
They came back to apologise and offered me £30 after I had asked them to escalate my complaint.
I declined and asked them again to escalate my complaint and they came back again offering me £40 which I again declined asking them for the 3rd time to escalate the complaint.
Then they came back very passive aggressive to say that the £40 offered was way too much and it was dropped back to £30. I replied that as I hadn't asked for money as compensation I would be again declining and had to ask yet again for the issue to be escalated.
I am currently awaiting the outcome of their investigation at the way it's been handled.
Its all very odd.”
“Hi, my name is ——-I joined octopus energy as a customer on October 2021. On Economy 7 day and night tariff, smart meter fitted 03.11.2021. I am having storage heaters fired on a grant system so the company need a bill that shows day and night tariff. I called your company and was told I could not get a bill as I’m not on that tariff? I was then told it would take a few days, nothing happened, I then called complaints who said they would sort this on the 27.01.22 and it would take 10 days at the most, Efrain assured me that he would keep checking this, also I told him I need a bill showing night and day rates as soon as this was completed, no update whatsoever. To check on this I called today 07.01.2022. I spoke with Abbie who told me that the process had not gone through? So nothing was done in these 10 days I have waited! Abbie said she would chase this up.I then waited another 4 hours no one got back to me no updates no email no nothing? I called back spoke to Michael, who said he couldn’t really help but he would speak to Abbie, I then asked could I be called back and his answer was it could take up to a week before someone got back to me… I then asked for the floor manager, his reply not available, then I asked for head of complaints manager name, he said he did not know? I am extremely disappointed in the service I have received, this does not look good for a company who are saying there customers service is excellent. Please could someone get back to me and get this mess fixed. Regards S Keen”
“Bulb Energy are rewarding new customers who swap from their current supplier, and/or make a new connection, with £50 credited to your account . . They are currently one of the cheapest suppliers in the UK, and also offer the £140 Credit for the Warm Home Discount that is awarded to people in receipt of benefits. . . So if you are currently receiving benefits, you could take advantage of up to £190 credit, as well as making a considerable saving on your bills. . . To take advantage of the referral reward, simply click on the link below . . .
https://join.bulb.co.uk/refer/carlm8559?utm_campaign=app-referral-share&utm_medium=copy-link&utm_source=copy-button”
“The web site is more like a Bingo firm, but my main gripe is a problem with billing - it is complicated and unnecessarily confusing. I do not understand why they cannot simply show the meter readings history, the kWh used and the cost. Why make it more complicated? Engie got it right for customer service. Octopus customer service seems like it might be a similar experience to Co-op, which in my case really screwed-up the day/night electricity billing and was never able to correct it. Finally, I would say there are good some good things, so 3 stars.”
“Lots of promise but no delivery!
I changed to Octopus on 3/9/19 with the intention of joining their "Go" tariff. Despite having a smart meter installed in November I was told it wasn't suitable and I needed a new one. I was told I would be contacted within 14 days and in the meantime I would be on their flexible tariff. 14 days came and went and eventually I contacted them and was given a date of 21/10/19 for the new meter. The meter was duly fitted but would not connect to the Octopus system so it was still "dumb". I waited a further week for another engineer. Same problem but this time he eventually changed the comms unit on the meter and got it working! At last - I thought. On 7/11/19 I contacted them again - by phone cause emails about meters get no reply - to be told it would be another week before they could connect me to their Go tariff. I am not optimistic. The timescales they quote are 14 days for a meter and 7 days to establish readings are coming through - in my case it is now more than two months. It should have been done by 24/9/19.
I have a Tesla battery so I want Go in the winter so as I store night electricity and release it during the day. At present I am effectively paying three times the cost of the Go tariff for my electricity and I would have been much better off getting an economy 7 meter from Scottish Power. They have given me a £20 rebate but I am getting very frustrated at the lack of progress despite their promises. The thing is that I will be self sufficient by March and, since Octopus standing charge is 25p per day, I will be changing back to Scottish Power who are 11.5p per day. I have suggested to Octopus that they should develop a seasonal tariff but I got no response so it looks like I will be chopping and changing every few months so I will be faced with all this hassle again and again!
George
Ayr, Scotland”
“I joined Octopus from Stotish Power, Octopus quoted me £57, as I was paying SP £85 I saw a saving of £28 , I only joined Octopus 2 months ago & they now want to increase my monthly payment to £76, I feel that I have been conned into joining Octopus, I have sent them 2 emails but have not received a reply, not very good are they.”
“I feel I was misled to leave my previous provider to change to octopus with the promise of a cheaper deal. In reality the deal soon changed and was not cheaper. I feel this was more the fault of the salesperson though, rather than the provider.”
“Always good when you finally talk to them on the 'phone, shame that their automated systems and engineers are less reliable.
I have previously emailed their Hello@... email address four times. Not once have I received a response, however when I follow up with a phone call days later, they acknowledge receipt of the email but give no explanation why it wasn't acted on. One of these occasions was to transfer the account of a deceased relative!”
