“I feel that the customer service I received from Gemma on our call today was without doubt, exceptional. Gemma was a good listener, sympathetic, understanding, engaging and above all, a really lovely person. Gemma took the time to understand any concerns I had and left me feeling like a human being and not simply a number on an account. Excellent!”
“Mark H was a human being, answered telephone promptly, knew his stuff, was kind and supportive in helping me understand exactly what I needed to. I'd been online and made changes but had supplementary questions; all well answered. Then, before letting me go, he advised I could have a better tarrif and how that would be beneficial going forward, without locking me in should prices fall. Thank-you very much, Mark, and well don Octopus for having an excellent, usable website AND answering your phones so well, human to human.”
“Niamh is a legend. I called up with lots of questions on my home move: Meter reads, EV tariffs and how I’d get my solar panels registered.
Niamh handled all my questions smoothly with an excellent level of knowledge and experience.
An true asset to Octopus ❤️”
“The staff have all been good and helpful. Hazel has kept me informed. During an electrical storm on 10th June the comms on our gas and electricity meters were knocked out. The electricity comms were got working in a reasonable time, but I am still waiting for the comms to connect with the gas meter. Hazel tells me a replacement gas meter is needed and has been requested. So the only reason I have not given 5 stars is my frustration with the delay, not that anything is spoiling.”
“Natasha was amazing - she knows what she is doing! I spoke with another girl before and she didn’t have a clue - we wasted so many days but Natasha’s knowledge was there and she managed to complete our switch!”
“Received email notifying me of new tariffs and one was cheaper than my current tariff. Tayla was helpful and arranged new tariff without me having to do anything”
“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.”
