“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.”
“This company is the best company ever, I recently lost my job and couldn't afford my monthly direct debit, they asked me what i could afford and gave me a month free, brilliant!!!!”
“Absolutely horrific experience with this company
Before COVID I thought they were brilliant, no problems at all, then they began to hike up their prices and since having a smart meter fitted I am over £3k in debt with them
Despite having energy efficiency works done to my house and being more energy conscious
Makes absolutely no sense
They try to change my DD amount without my consent and put me into unplanned overdrafts
Whenever they make a suggestion that might actually help me and I agree, I never get a follow up!
They just continue to try and palm me off to UC or other charities that I've told them over and over again I am not eligible for
AVOID for your own sanity, I've never been in debt with anything in my life and this has caused an unbearable amount of stress, there is literally nothing I can do than I'm not already doing, yet my bills get higher and higher!
Absolute hell”
“I am very disappointed with Octopus Energy and would not recommend them based on my experience.
We were customers for around two and a half years. For over a year, I repeatedly contacted them because our electricity bills seemed extremely high. Every time I raised concerns, I was told usage was high, but it wasn't. However, when I spoke to neighbours in similar properties, many of them were paying roughly half of what we were paying.
There were only two people living in the flat. One person was out from morning until evening, and the other was usually out from midday until late at night. Despite this, our electricity costs were often around £120 per month. If we were extremely careful and practically lived in the dark, the bill would drop to around £90. On one occasion, only one person lived in the property for an entire month, and the bill was still around £90.
What made things even more suspicious was that the electricity monitor would sometimes show significant usage at 6 a.m. when both of us were asleep. We have no idea where that electricity was supposedly being used. The only appliance running continuously was a standard fridge. All light bulbs were energy-efficient. The cooker was gas, and the hot water was also gas.
Despite our repeated concerns, nobody at Octopus ever seemed willing to send an engineer to properly investigate the issue. Given the building's age, we suspect we may have been paying for part of another flat's electricity usage, or that there was an issue with the wiring or meter setup.
Customer service was also frustrating. They seemed very happy to collect higher direct debit payments while leaving large amounts of credit in the account. If you wanted your own money returned, it became a lengthy process that could take around 10 days.
The financial impact was significant. We spent months worrying about electricity costs, constantly trying to reduce our usage and feeling uncomfortable in our own home just to keep the bills down. The lack of investigation and support from Octopus left us feeling completely ignored.
Very disappointing experience.
We moved out of that place, and now we are paying a normal price with another company.
Update:
It's been 3 weeks since we switched to another Electricity Company in a different place. Same people, same usage, same amount of laundry, and in 21 days we only spent £34 on electricity! I wish we could change it then. God knows how much extra we paid to Octopus in the last 3 years.”
“I am only leave a 2 star review as I am still awaiting an answer to my bill, I believe you are still investigating so it’s is not good timing to ask for review when I have not received feedback to the issue.”
“Appalling customer service. How disappointing that Octopus energy seems to have gone the same way as the other big energy providers. I have been with Octopus for many many years and recommended them in the past. However, two recent experiences have shown that with their growth has come an attitude that they are too important to care about their customers, their professionalism, or even their own competence. Their customer service reps are rude and arrogant and treat customers with contempt.
I will never recommend them again.”
“Octopus has grown too big too fast, and now is "the arrogant establishment" of fuel providers. They have treated us absolutely dreadfully, and it's ongoing.
All the global corporation hallmarks are present. Arrogance, lack of care, impossible to deal with anyone who can make a difference, and an attitude of slightly bored contempt towards customers.
It's so sad. They used to be great, we've been with them for years. As soon as I've resolved this complaint, I'm out.”
“Ben was so hopeful gave me all the relevant rates for our decision on which tarif to go on for gas . He was excellent and corrected our missing export credit straightaway . Pleasure to deal with .”
“When I wanted a smart meter fitted there idea they kept on making excuses as to why it couldn’t be fitted one of the engineers told me it would cost me a few thousand pounds I said I’m not paying that.3 engineers came on separate occasions none of them willing to do the job absolutely ridiculous I changed my provider and had my meter fitted without any problems whatsoever very helpful guy and extremely professional and polite”
“Octopus energy customer service is absolutely amazing. I couldn’t pay a bill one month because my father passed away and they totally understood. Didn’t give me any hassle. Any questions and even sent flowers and a card in the post for the next day I have never had customer service anywhere as good as they give. Stacey”
“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.”
“They are professionals, they know their products and make things simple to follow.
The only downside is the cost, and now again an increase coming, which they must
pass on to their customers.”
