“I switched to Octopus Energy in November 2025. Things were fine until February 2026, when my electricity meter stopped counting readings. After months of chasing them, a technician finally arrived in May to replace the meter.
However, the new meter caused the gas meter to have the same issue, and it has remained unresolved all the way through to August. Today, I stayed in all day because a technician was scheduled to arrive between 5:00 and 8:00 PM, but they never showed up, causing me to lose another day of work due to their customer service. Additionally, they often forget to send my bills automatically, and when they do, the import figures are counted but my export energy is ignored, which requires yet another call to get corrected.”
“I was able to speak to a human who could make sure I was able to choose Intelligent Octopus Go again for another year even though the app wouldn't give me that option.”
“I've recently changed from Octopus energy because they were trying to keep my repayments high when i was in a lot of credit. Since i've switched to British gas and saving a lot of money, Octopus energy are refusing to refund me the outstanding credit. Endless emails and goal posts changing for information they have already. Awful customer service.”
“Just had Damian to fit an ohme e pod charger ..what a lovely man .punctual , tidy worker explained everything assisted to set up app and how to use charger ..5 stars ..a very big thank you from a female that had no knowledge how to use it”
“I have a problem getting my car to charge. I have had 4 support calls, all of which have been excellent.
I am still to get my car to charge correctly but feel to be making progress. All support personnel have been both courteous and knowledgeable.”
“Two complaints, same mess every time
I keep hearing Octopus advertising their amazing customer service on the radio. I’ve dealt with them properly twice and both times it has been horrendous.
First time, they failed to bill my gas for months, then suddenly added nearly a year’s charges in one go. I had been sending meter readings and their own records showed that, but customer service kept blaming missing readings.
While the account was under complaint, they tried increasing my Direct Debit from £133.44 to £328.97. They later agreed a £317.87 credit, then closed the complaint before the final bill and change-of-supplier readings were sorted. When I made them reopen it, I was told the credit would have to be removed.
Now I’m dealing with them again over a missed-payment marker on my credit file, despite Octopus previously telling me in writing that no adverse marker would be added while the dispute was open.
Again, same pattern. Twice they said they had not heard from me when I had replied. They told me to check their website for the marker, then admitted it cannot be seen there. They said the removal had been sent to TransUnion, then hours later said I needed a Direct Debit for it to be removed.
Their emails sound polite, but nobody properly reads the history. You end up correcting them and doing their job for them.”
“British Gas has its issues, but Octopus Energy is on a whole other level of awful
Like many people, I spent years putting up with sub-par support from British Gas, but one particular interaction with an especially rude and annoying customer service agent on the phone was my absolute breaking point. I just thought, 'I've had enough now,' and started looking around to switch providers. Ironically, about a week after I started the switch, a British Gas representative called me back offering a better deal. To be fair, she was actually really nice on the phone—a stark contrast to the agent who drove me away in the first place—but it was too little, too late. I told her I'd made up my mind and went ahead to Octopus Energy.
To start with, Octopus was great. I even had occasion to talk to someone on the phone who was really nice and helpful, and I thought I'd made the right choice. I stayed with them for about five months. However, being self-employed, I unfortunately got ill and ran into a brief cash flow problem, leaving me owing about £80 for that month. I figured I'd work it out shortly.
Instead, about six weeks later, I got a phone call from a guy at Octopus. I explained the situation, and he bluntly told me, 'I should tell you, sir, but we've taken your account to collections,' and added that if I didn't pay it immediately, it could screw up my credit score for six years. Over an £80 shortfall for a single month! I couldn't believe it.
Within 10 days, I paid Octopus everything I owed and got out of there. I realized that even though British Gas is pretty bad, it is a hell of a lot better than Octopus. I'm back with British Gas now—I'm not particularly thrilled about it, BUT If anyone is thinking about switching from British Gas to Octopus, take my advice: stick with what you know, because Octopus was an awful experience."
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“Absolutely shocking regarding the…
Absolutely shocking regarding the information you are given. Promises of call backs, they don’t happen. Promises of emails with documents for that day, they don’t happen. One person gives you certain information speak to someone else they give you different information, then you receive an email with totally again different information. They all seem to be reading of different scripts and all trained differently but in turn messes you around not knowing what the hell is going on.”
“Had to contact Octopus today as having issues with my EV and Omhe charger no longer communicating, Ben was very patient and talked me through the reset up between to the two apps so that Octopus was communicating directly wth the charger instead of the EV, which was causing scheduling conflicts. Thank you Ben.”
“Contacted Octopus with a question regarding the move of my excess solar to the grid. Ben gave me the information that I required almost immediately he then followed it up with an email detailing the process to get me up and running. In all a pleasant experience which is the same any time I have to contact Octopus.”
“Said that I should get a complete bill including electricity which still hasn’t happened. Had to call again today 10th, spoke to Adam who still can’t give me an answer, said there seems to be a problem with the 2/3G Smart technology which I have. Doesn’t seem such problem to be resolved yet by you and replace with 4G system”
“The member of staff I spoke to was Ben. He was very helpful and changed my tariff for me as I couldn't find do it online due to technical issues. However, the quality of the call was terrible. I couldnhardlynhear Ben but his neighbouring colleague came through to me loud and proud.”
“Ben was very helpful. He explained that e-mails concerning payments were computer generated. He listened to my concerns and recommended a solution that it appears will address them. He also recommended a better gas tariff - which was not expected but much appreciated. Generally, I would say that Ben is a credit to the company.”
