“I have been with Octopus energy for the last 7 years.They are the best energy provider by far in my view. Their front line customer care is AI along with their great range of different tariffs . They have always been the leaders in exporting renewable green energy .Thank you Octopus for 7 years of great service. It’s 🌟🌟🌟🌟🌟 from me 💜”
“Everything was fine until I had smart meters installed with octopus, I get billed for my gas usage, but not my electric usage after numerous emails back and forth I feel like I'm being fobbed off, don't they want my money.”
“I'm currently being harassed by Octopus energy for bills of a previous tenant. I've never had an account with Octopus and yet they continue to harass not only me but also my landlords who actually paid the bill up until our supplier's were enabled to start supplying us having previously been blocked by octopus. Customer service have spoken to me a number of times and apologised precisely on the phone and promised to zero the account and stop the automated harassment that just spits out bills for random amounts that have no relevance to any actual meter readings? It's bonkers and surely criminal? As is the fact that all review sites seem to force us to give at least 1 star. For criminal behaviour? Absolute rotters still get a star. Ridiculous!”
“I have two RVs, a Nissan Leaf and a Kia EV6 and a Hypervolt Home 3 Pro charger. Intelligent Octopus Go is compatible, or so it says on their website, with both combinations of car and charger (ie Hypervolt & EV6 and Hypervolt & Leaf). The Octopus App is different and lists only the Nissan Ariya as compatible Nissan cars, therefore despite the website "Will it work for me?" page saying a Leaf is compatible, it is not according to their App. That strikes me as false advertising and shouldnt be allowed! OK, so now I'm on the Intelligent Go tariff (as the Hypervolt/EV6 combo works fine). Octopus tell me, eventually after much conversation with so called Help agents who know about as much about EV systems as I do, that I can only have one car/charger combo working. Thats not at a time, but ONLY one combo. They wont let me have two EVs registered! What? that sounds really daft. Trying to charge the Leaf is somewhat more difficult. Switch off Smart charging and charge the Leaf through the Hypervolt as a standalone set up should work. Well no, actually, it doesnt. Octopus takes over the charger and is very reluctant to release it to allow me to charge the Leaf. It takes a lot of effort to switch off the "smart charging" but it can be done if you persevere. Octopus might have some decent EV tariffs, but their help system on the telephone is hamstrung by the inability to speak directly to the so called "smart team" who look after the EV side. The people who answer the phone are next to useless and do not know how the EV side of the business works. As a consequence they cannot "help" at all. I am disappointed that the "smart charging" cannot figure out that it cant talk to my Leaf and therefore release the Hypervolt to do its thing and charge my unsupported EV. If its going to be called a "smart" system, it should be able to figure that out. It certainly knows that my EV6 is plugged in, it should be able to tell if an unsupported model of car is plugged in and act accordingly. And Octopus's position that a customer can only have one EV registered to work with a charger is appallingly bad logic.”
“They have very poor customer service,
it so saddening that Octopus wasted my time. Since January this year I've requested house meter readings, till now they have not resolve it. Each time I called it has been the same story from different staff.
Recently, they wasted my precious time. They called to book a meter appointment, after I had made calls, and I told them my availability, which was 29th of August, unfortunately they said the was not available, that I can pick any day in September. I sent an email that I am available on 5th, 7th, and 8th September,
they never replied untill the 11th of September. Also, I picked the 16th of September as my available day, but to my greatest surprise, they booked 17th of September for me and backed it up with a reminder. I sent an email about it and they apologised. I sent another email that I will be available on 19th and 21st of September, which they acknowledged and promised to book one of the days, but I never saw their email till as I am writing this review.
Secondly, I have told them countless times that they should not send me an estimated bill, but they never respected my wish.”
“Terrible customer service when you call them.
Certainly not trained and feels like I'm talking to a Sociopath.
Accusing me of having something more than once, when I told the lady I did not.
Not listening to the customer, causing stress to vulnerable people.
Its disgraceful behaviour.”
“Impossible to get through to them on the phone. Wasted hours so far. Requested a call back twice but no response. Emails getting ignored. Joke of a service - avoid.”
“Switched to Octopus from British Gas, after having a terrible experience with BG. Heard all the good news about Octopus, so I decided to give them a go.
Ever since the switch, they have been very helpful and attentive. Their prices are also much better than BG. I'm paying less monthly, and I'm keeping on top of it no problem.
I also appreciate how simple their website is to use; including their app. It's a nice, easy flowing website, that you can't get lost on.
Another one of my big points that I like about Octopus, is their UK-based call centre. It took me seconds to get through to someone from their team, who knew exactly what they were doing. As well as being cheerful and nice to speak to.
If you try to get through to the right person at BG, it takes about 30 minutes - half of that time is transferring you to different departments. Doesn't help that their call centre is abroad too. Even if it is a free number, the level of service you get from them is abysmal.
Honestly, give Octopus a try. I made the swap, and I can't see myself going back; or to anyone else.”
“Agree with all the responses on here they talk the talk and don't walk the walk. Very poor customer service. Trying to get 2 smart meters installed. Engineer fitted one to the wrong flat. Complained and no response. Other one the engineer just gave up and left. Tried emailing. You get a different customer service agent every time and they don't seem to have any relied of previous calls ie no CRM system. Ignore the hype they are just the same as every other energy company. Hopeless.”
“They talk the talk but don’t walk the walk.
I transferred to Octopus from Shell and from
day one nothing but problems,from billing to
smart meters, none were resolved.
They take weeks to respond to emails and when
they do never any answers.
Do not use this company”
“Decided to try and apply for one of the electric blankets gave up when they wanted to know everything apart from what I was eating for dinner that night.
How on earth do you expect people that lack capability on internet to fill in this extensive ridiculous firm. I went and purchased one as it was less than £20 and I didn’t need to answer questions that were irrelevant to my needs !”
“I was scammed by this company, they made me invest huge amount and when time for me to withdraw my money they asked another fee, stop responding to my chat after refusing to pay, but thanks to mrs lilo grace who l contacted on " lilo__grace__75_( @ )_gmail_._com )" | report my case on how I was scammed by this broker , in less than 4 days I got a letter for full refund from this broker, like right now all my money have successfully been recovered back to my bank account, you can as well reach mason via WhatsApp on +1-( 6 -05 )- 69-1--46-12”
“Too numerous to mention but like most other customers they say they will escalate my complaint and never do. I am always calling them nothing proactive and if I hadn’t spotted it I would have been £1468 out of pockets. They are useless and have since May to correct what’s going on.”
“Over a year of a smart meter not working properly, new meters installed in August and still no proper satisfaction. Gone from over £300 in credit to £600 in debt, OVERNIGHT, no bill since April 2024. Frequently ignored my emails. Done all I was asked to do and still the problem not solved even though I was told it would be rectified by 20th February 2024. I’m so fed up with not knowing if I’m going to be landed with a huge bill going into winter.”
“When I initially joined James the promoter was very helpful and patient. When I phoned customer services with a query I spoke to Chris who was the same.”
“Account A-37A97C49. Have been referred but can not use online switch as was prepayd meter detected. So contacted, was easy straight forward and polite man "did the switch" i explained that i have electric prepaid meter and gas meter he confirm he understand and locate all info in the sistem and did the switch. After couple of days loged in to account and find out mistakes, gas meter is prepayd and with wrong gas nr. Contacted end explained they asked to do gas test with photos to prof meter is smart ant located correctly, despite that i have two suppliers before Octopus and they switched with ease and find correct smart meter straight away. So afyer tree calls two weeks stil same. Switch not completed. Every time i call same nonsense explained, i requested for management ant been ignore, offered online claim insted. Never have such a stressful switch.”
“Took me two years to get over £1000 credit back. There bills change so much at 7 am you could be £200 in credit by 8 am you could be £woo in debit. Now they are back dating from six months ago saying I did not pay the amount they asked for which I did. If there's a error saying you owe them money they send straight away nasty tactics of ballifs will be used. Noticed the consistently advertise on radio it's like brain washing every ten mins. If a company is that good you would not need to advertise like they do.”
