“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”
“Ben did a fantastic job of resolving the issue I raised with the ombudsman. After 2 years of being let down, it was a huge relief that Ben took over the handling of my case and went above and beyond to repair years worth of being let down. He handled my case with professionalism and most importantly humanity. Ben was always swift to reply to emails and took the time to call to keep me updated on the case. Nothing was ever too much trouble and it was clear that Ben had a detailed understanding of the service, so was able to provide accurate and detailed advice in relation to resolving my issue. My only wish would be for all customer service members to be as highly trained as Ben!”
“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.”
“Ben stepped in and really helped after a very long stressful year with many errors on the account following the passing of my late mother. Thanks again!”
“As usual excellent customer service. Ben was so helpful and resolved my query efficiently.
I am so glad i moved all my accounts over to Octopus much better.
Many Thanks”
“After talking to your colleague Ben, he quickly solved the problem about my tariff.
He is also trying to solve the problem of my smart meters not sending any readings.”
“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.”
“I am not entirely happy with Octopus currently. I have been having issues with my smart meter and have been asked on a number of occasions to complete actions which I have done. The last action was I called Octopus this week to run through the next action for me. I was advised I would receive an email outlining what I was required to do, and I am still waiting.”
“No speaking to bots
No endless waiting on hold
Quickly got through to Ben, a real person, who couldn't have been more helpful
Question sorted in 2 minutes
Outstanding customer service”
“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.”
