Octopus Energy Reviews

I use to think octopus was a great company, but the customer service has gone down hill. I made an error and nearly moved over to British gas, I was contacted by octopus and they told me that this had been cancelled, but they more interested in selling me another product than doing what they said on the email. But i inform they had took action to stop this. I received details from British gas to tell me that electric had still be moved over. I called and was told by customer service this was all with them and transfer never happened. Today I received a bill from British gas saying I owe them money for the same period that I have been billed with octopus,

Date of experience: 09 November 2024

The experience once I contacted you was first class. Dino D responded in a very short time, demonstrated he fully understood the issue I was raising; then dealt with it efficiently keeping me informed of progress throughout. The reason I have awarded 4* and not 5* is that, in my opinion, the issue should not have arisen. The quickest of quality checks would have highlighted that the statement I received was incomplete.

Date of experience: 09 November 2024

Joshua
Would have been 5* if I had not been contacted by my current supplier the day after I spoke to you about switching. You assured me they would not be informed until after next week to allow a smart meter repair visit that I have been waiting over 2 years for, to go ahead. Hopefully it will not be jinxed.

Date of experience: 08 November 2024

The monthly Tariff figure quoted in the email sent to me does NOT match up with the Tariff figure quoted, when I selected my chosen tariff option! However, the Daily Charge and Unit Rate figures are the same! Strange that the email sent to me and the selected Tariff option do NOT match up when the other figures quoted are the same! Black arts at work!!

Date of experience: 09 November 2024

I had several extra things to sort out moving house and my queries were answered almost immediately; it makes such a difference getting hold of a real person! Thanks Kayleigh.

Date of experience: 08 November 2024

Pippa gave me straight forward and constructive advice. Most importantly her recommendation on how I should sort out the worry I had with my existing desk-top Smart Meter was simple to understand.

Date of experience: 06 November 2024

My pre-payment meter failed and within 24hrs the meter was replaced and heating/hot water restored. Very pleasant engineer and quickly fixed. Really pleased with the service.

Date of experience: 09 November 2024

I've been with Octopus for about a year now and have been very happy with the service I receive. Just moved house and needed to change my direct debit and was having problems doing it online so sent them an email. I was pleasantly surprised when I had a reply the same evening. Even better, it was a reply from a real live human! She understood my problem straight away and was able to sort it all out with a few clicks of her mouse. This is the first time I have contacted Octopus, so I don't know if all the staff are like Rox, but she certainly gets five stars from me for her empathy and efficiency. I feel like I was talking to a friend rather than a customer advisor! Thank you Rox. Can't wait to have another problem 😊

Date of experience: 08 November 2024

I've been with octopus a while now and they've always been fair and easy to talk to. I've had very few problems but when I have they've been sorted speedily and with my satisfaction a high priority. Thankyou octopus, keep up the good work

Date of experience: 08 November 2024

Very helpful communication from Faith informing me about contribution by the company towards my energy expenditure this winter. It is very appreciated as I am missing the £300 winter fuel payment and have to monitor my energy usage carefully. Very happy to be with Octopus and with their service. They have been helpful since I joined them, monitoring my usage and expenditure. Thank you.

Date of experience: 09 November 2024

Nellini was very helpful and she solved all my problems in one go. I received my monitor for the smart meter as promised within 3 days and she connected it without issue

Date of experience: 08 November 2024

Carys was spot on at helping me about my problem such a great employee well done having a great mentor of staff she solved the problem 100% in less than a minute
Thank you very much

Date of experience: 08 November 2024

The email support is so great. I had a couple of questions which any other energy provider would have made me stay on the phone on hold for ages and then not give a straight answer. I emailed and within a day Amila K replied and answered everything clearly.

Date of experience: 09 November 2024

I was struggling with reducing my direct debit online and Inistar resolved this for me very quickly with just a couple of emails. Very impressive customer service. Well done!

Date of experience: 08 November 2024

I had consistent communication with Robbie G via email. Who has given regular updates and a very professional service while Octopus dealt with my billing issues.
Resulted in a good outcome and confident that this is now resolved.
Thanks Bobbie and the Octopus team

Date of experience: 09 November 2024

Requested a recent bill to be sent to me by post. Quick responses from the customer services team. The paper bill has been on hand in just a few days. Faye is so helpful, thanks for her brilliant works.

Date of experience: 07 November 2024

Very happy with the telephone support given by Denesh. He was absolutely lovely and had a lot of patience and explained what information was needed and where to find it. Very friendly, thank you so much 😊

Date of experience: 07 November 2024

You continue to estimate the usage even though I have told you the property is empty. The amount of bills I have received is becoming harassment and they are all wrong. I have explained this on countless occasions yet the amount of bills continue.

Date of experience: 09 November 2024

Asked to add an additional name onto our account this was easily achieved wit just a couple of emails and done a little over 24 hours

Date of experience: 08 November 2024

I spoke to a lady named Jenine and after a few bad calls with other customer service staff she was excellent. She was patient listened to my problems and was very helpful

Date of experience: 08 November 2024