“Ben the complaints manager reviewed my complaint. Corrected some billing errors and offered some other adjustments and compensation to lesson the impact of my “smart” meter being out of communication for 10 months . Allowing us to conclude the complaint . My thanks also to Sophie for the time she put in on my case.”
“Tayla was very helpful ,I told her I was deaf and she spoke clearly so I could hear .
She fixed my tariff and sorted my direct debit and generally made things easy”
“If you plan to export electricity, I strongly recommend avoiding Octopus Energy.
I have exported over 7 MWh of electricity this year. Octopus replaced my electricity meter (they claimed it was required to resolve a gas meter issue) and immediately after the meter change, my export readings dropped dramatically. For example, in one month I exported 1,039 kWh, but Octopus only recorded 67 kWh.
I provided clear evidence from both Tesla Powerwall and Enphase for just two months, which independently match each other:
Actual Export (from inverter):
• June: 1,136.8 kWh
• July: 1,039.3 kWh
Export Octopus credited:
• June: 582.83 kWh
• July: 67.24 kWh
This is a large, measurable underpayment. However, Octopus is only offering £160, which is significantly less than what should be paid at the agreed export tariff.
They are extremely quick to chase customers when they are owed money, but when the situation is reversed the response is slow, dismissive, and the support team does not seem to understand how battery export systems work.
If you have a solar and battery system exporting to the grid, be very cautious”
“I called Octopus regarding a bill query. I spoke to Niamh who was very helpful and friendly and was able to rectify my issue.
Overall at was impressed with the service I received.”
“I am a 80 year old pensioner .and I had a few queries regarding tariffs
And a kind Lady operator . called Carys , answered my query's
and , and put me in the picture .
Thanks Carys.”
“I love the fact that I can ring at all - so many places make phone calls difficult and direct you to doing everything yourself on line, which I struggle with being an elderly customer.
And when I do talk to someone they are incredibly helpful, polite and well-informed.
Well done Octopus - you seem to get it right at every level!”
“Very grateful thanks for exceptional customer service from Terry S who persevered in solving our on-going problem with the smart meter over a number of months. He kept us updated on progress throughout.”
“My contract is ending soon & I was sent 2 alternative renewal options by email from Octopus. I made my choice & rang to get this implemented on expiry of my existing contract. Felicity, who answered the phone promptly, was friendly, helpful & efficient and everything was finalised in a few minutes. She then confirmed the details of my chosen contract by email immediately after our conversation was completed & explained that I retained the right to opt for a different contract in the future, should I wish to do so. Excellent professional service. Thank you.”
