“Really helpful man, explained that Octopus was only giving out free electric blankets to over-65's on limited incomes. (I'd watched a TV programme which hadn't mentioned any t&c's, just over-65's).”
“Very friendly help from Thomas. We went through the various options and he made it easy to understand the process with a very professional attitude plus some added friendly chat as well !!”
“Alex was wonderful in helping me today, she was patient and polite in spite of a poor telephone line and sorted my issue very efficiently. Thanks Alex.”
“I spoke to Tom on the phone this morning and he was absolutely fantastic! He helped resolve the problem I was having instantly, and was truly to exception to regular customer service calls. We had a lovely chat while setting up my account, it was a great start to the morning.”
“Excellent customer service and very supportive when having huge issues switching to them from another supplier who were just abysmal. Anne Marie was awesome at Octopus.”
“It's very very poor and bad service experience I am going to facing from you here. I didn't expect the service from you will get. It's very simple things I explained as I checked my electric and gas meter there is nothing to show the reading then how can I share with you the picture. I would like to inform you that if someone will come to my place or let me know and understand how to read the reading the I could at least do by pressing which button to press to know the exact readings.
I am really very very upset to get your service and if I don't get proper bill and not respond soon for the reading update then I would change my mind and go with my existing service provider.
One of the worst experiences forever and third class customers support, booked appointment for meter reading and check although no one came and when I called they don't know anything. Especially took leave on 5th Nov which day the appointment was done by them. Don't go with this company as since last 2 months I have been taking follow up but no one is coming to get the meter reading just taking appointments and for that I took the day off 2 times. Very worst and disappointing experience 🙏”
“My online payments to my prepayment meter are rarely added to my account with having to call them. It was so much better with Bulb , I never had any problems”
“Be careful if you are not on direct debit and don't pay your bill within only 14 days they will mark yiur credit file!
Section of their contract saying they will mark credit files
9.1.9 Provide information about your non-payment to credit reference
agencies, which may impact your ability to get credit in the future;
This is discraceful as the matter of a small utility discrepancy or oversight could ruin yiur chances to mortgage yiur home!!!!”
“We used to recommend octopus to our friends and family. However, they have now turned into just another nightmare energy provider.
Issue 1. It has been over a year since we had our smart meter installed. It hasn't sent across a single reading in all this time. After 4 engineer visits and multiple metre changes, we still have to manually read the meter.
Issue 2. Our tariff is due to end in December. Due to being on E7 but not actually having storage heaters, we have to request our tariff options so that the night rate and day rate are equal.
I opted to do this at the end of October to plan forward, so I emailed and asked what would be the soonest I could change without being charged the exit fee and could I be informed of the different tariff options so that I could decide which to change to and budget for.
Instead of receiving this information and, to my surprise, I got a notification, my tariff had been changed, and my account was charged with an exit fee.
I hadn't given my permission to do any of this, I hadn't even been sent the tariffs.
This was on the 26th October. I emailed Octopus straight away to tell them what had happened, including the resolution team, which is apparently how you start a complaint.
Since then, I received a bill on this 'new rate' and sent another email to the so-called resolution team and the hello account. I received an email back from only the hello account, which also just happened to be from the rep who was the same rep that messed up in the first place, claiming that they will resolve all my issues.
Another week has now passed and no reply, no resolve and absolutely nothing from the resolution team.
The even more infuriating matter is that I had informed them throughout the last month that I am heavily pregnant (the main reason I was looking at changing my tariff before the end date) and can do without this stress and yet still nothing.
So Octopus has left me at 36 weeks pregnant with no resolve at all. I will either be switching companies or going to the Ombudsman. Extremely disappointing.”
“In credit to 500.00 uk pounds and still increased my Diect debit.
Rude staff. Hang up on you.
No credit offered.
No refund .
This company is a rip off with rude staff.”
“Incorrect bills,no bills, and this is with a smart meter, days to answer emails ,no answers from phoning. Engineers installing solar panels and damaging roof and kitchen .
In fact to begin with it took three attempts for them to identify my overlap tile roof was that and not flat or slate .
Too much in the way of Beta software ,project this or that…..I honestly think its time I stopped being lazy and just moved my supplier.”
“Terrible customer service either rude or clueless tried telling me I owed money from switch from bulb when was paid off overcharging big time and argue I got very angry trying to rip people off. Not happy this company made 247 million profit last yr I wonder why! Disgusting”
