“I spoke to Mandy today and she was a huge help in getting my tariff sorted, and for providing me with excellent disability support. She was kind, compassionate and knowledgeable about all the services and products I need. Cannot recommend highly enough.”
“I couldn’t have had a better experience with (I think his name was Thomas) today. He needs a raise or a promotion or something. I dread having to do life admin and Thomas made it easy, understandable and almost fun? I wish every help line could have a customer service executive like you!”
“I was so happy to call and speak with Vicky J today. She helped me with my energy tariff as I was having trouble online and sorted out my payments and was very helpful with an issue I had and will follow her advice for an important resolve. Thank you Vicky, you gave me your undivided time today and I wasn’t rushed at all😊”
“Our gas/electicity display has not worked in a month since we switched to Octopus go. Apparently we're not on a SMETS2 meter which is why.
We've had octopus engineers at our property twice this year (the wait time for this was no longer than 3 weeks both occasions), who were both informed we we're going EV to octopus go (one was actually there to fit our charger!).
Neither of these engineers used their intiative and bothered to tell us that our display would no longer work when we moved to this unless the meter (which octopus manages), was upgraded.
It's now been about a month of trying to sort this out. the service is SOOOO UNBELIEVEABLY SLOW.
My advice? Try one of the new agile tariffs on Tomato Energy or EON if you have an EV because Octopus clearly aren't able to handle it!
I'm extremely dissapointed in this company that so openly states how much it prioritises customers. I've not seen that, at all.
The latest (Today) I have now being told it will be 6-8 weeks before an engineer will come and resolve this.
Octopus Energy encouraged me to switch to the Octopus Go tariff and never told me that I would not be able to gain the benefits of the overnight rate without SMETS2.
My current day rate on this tariff (which I have been informed by the staff that all of my usage will be billed at until SMETS2 is installed), is higher than my previous tariff at the moment.
It's my belief that the company is therefore profiting from mis-informing me as a customer and it is in their commercial interests to take longer to resolve this.
I've allowed 7 working days for an engineer date to be booked and if this does not happen we will unfortunately be taking this to the Ombudsman. I feel like we've been treated a horrific way so far.”
