“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.”
“Needs minus stars! Worst energy provider I’ve had.
I filed a complaint on the 17th March and they didn’t respond (now 18th May). The complaint was because they only half serviced my heatpump but never came back to replace a part they said was faulty in Nov, and I had no reply to my January email asking about the follow-up appointment the engineer said he’d arrange. All that time Im still paying £9 a month for this supposed service plan, upholding my side of the contract.
Only one I posted a bad review on Trustpilot did anyone contact me. The response was days!! Ridiculous they have more staff dealing with bad publicity than their direct formal complaints!
Awful company. Avoid!”
“Nothing but issues with Octopus. Errors made on my account which were picked up but not rectified. Refund requests totally ignored. Installed a smart electric meter but didn't replace or commission the gas meter. The engineer was under the impression I didn't have gas! Now several weeks of messing around, issues not fully resolved and account now in debit as they've finally noticed the error they made when I switched. Customer service people are polite but I shouldn't need to be contacting them if Octopus had provided the service I expected in the first place, i.e. accuracy! Smart monitor useless as it doesn't pick up gas.... but apparently that's my fault due to the construction of my house and not having the monitor within a meter of the gas meter, etc, etc. Trees, parked cars, you name it! It's always something other than their shoddy equipment. I will never go with Octopus again. I'm currently looking for a decent deal to switch to”
“On the intelligent go octopus tariff ACLS settings not set up properly!
So I have off peak usage between 2330 and 0530.
Octopus have set the ACLS settings on my meter to turn off at 0630 rather than 0530. This means that every day my off peak fuse board remains active until 0630 (storage heaters and off peak water - approx 15-20kw/h) and octopus charge me peak price electricity.
Had a complaint open with them for over 8 weeks and they still haven't changed the ACLS settings!!
Glad others are reporting excellent customer service but this is not my experience at all.
Very disappointing surely it can't be that hard to change the settings!!
For the benefit of the octopus complaints team reviewing this and who have promised me the ACLS settings have been fixed please see time stamped images showing LC1 and LC2 still closed on the fuse board after 0630 (never mind 0530!) and internal smart meter showing that it thinks my off peak tariff will end at 0630 (although it doesn't actually disconnect the off peak fuse board until 0639!)”
“My current fixed price deal is coming to an end and I wanted to refix for a further period. I had a few questions so rang Octopus to run them by them prior to proceeding. We have been very impressed with Octopus in the time that we have been with them. Their website is really excellent and staff are always very capable and very patient with us.
I spoke to Ben. Cov-13 who answered all my questions and I am in the process of fixing with Octopus for a further year.
Keep up the good work.
Barry Wells.”
“The company is totally out of control its gone to to big. I have been trying to resolve my gas and electric meter readings 12 weeks now still ongong.
JOHN VASEY”
“Sorted out fixed price conundrum for us and explained about the difference in Gas and electric fixes ie you can switch out of electric with no penalty however, gas switch back ti variable would cost us £50.
The only issue I have is that octopus quick to show what we have spent but not too quick in reflecting what we have paid. We paid DD 26th April so balance should reflect this but it does not. Still shows credit of £229 when should be £329!”
“Spoke to Ben, I am a new customer with Octopus, Ben explained how I was billed very well, he gave me all the figures and prices for Electric and Gas I asked for. Ben explained to me very thing I wanted to know. Ben was very polite and professional.”
“Very helpful in my enquiry. I’m just sorry that I have to leave (new build house and BT has be used for the first month) but I’ll be straight back with the addition of solar panels and charge point already in place”
“AVOID AVOID AVOID
AVOID AVOID AVOID
1. They do not know what the MPAN (Meter Point Administration Number) of the meter is.
2. They do not have the correct address on file.
3. Each agent gives different and conflicting information.
4. They do not communicate properly.
5. I was told a manager would call me, but this never happened.
6. They said an engineer would test the meter, but no one attended.
7. They switched my energy supply without my consent.
8. Calls are ended abruptly or I am hung up on.
9. I am frequently put on hold for long periods with no resolution.
10. They promised to adjust my bill but failed to do so.
11. They say they are working on the issue, but then take no action.
12. They say it will take a week, but it takes several months.
13. They claim they cannot transfer me to a manager, yet appear to speak to one nearby.
14. They say they have not received documents when they have.
15. They promise to call back but never do.
16. No action was taken until I escalated the matter to the relevant authorities.
17. Even when I sent a meter photo, they said they did not understand the MPAN.
18. Their staff are not professional.
19. They do not know how to properly handle complaints.
20. They do not have access to accurate records and rely on incorrect information.
Overall, this has been a very frustrating experience. The level of service is unacceptable, and the issue appears to be deliberately ignored rather than resolved.”
