Octopus Energy Reviews 

My query was listened to and

I had recently been widowed and was having difficulty making sense of my energy bill so I emailed you for help. I received an email back very promptly from Khadija who explained the workings of my bill. I was still a little confused so I asked more questions, which were again responded to quickly. I am now happy with the response and thank Khadija for his help.

Octopus Energy – where even booking a meter appointment seems to be beyond the company's capabilities!

As a vulnerable customer, I was given priority for a meter reading, originally booked for the end of September. I received an email confirmation, but guess what? Nobody turned up.

After trying to deal with Octopus's virtually non-existent customer service, I was eventually told that they had simply forgotten to book it.

A new appointment was arranged for 26 October. This time, I checked by phone and was assured that the appointment was confirmed. And guess what? Nobody turned up again!

Apparently, it's a third-party company responsible for carrying out the meter readings, so according to Octopus, it's nothing to do with them. It seems nothing is ever their responsibility. There is always another company, another department or another excuse to hide behind.

Let's not forget that my smart meter readings haven't worked properly from day one, meaning I've been left without the service I should reasonably expect.

I have now had an Ombudsman decision in my favour, and a meter replacement has finally been booked for tomorrow, 6 November.

So, shall we take bets on whether Octopus has actually managed to book this appointment correctly and whether anyone will turn up this time?

I'm also looking forward to another meaningless response from senior management on this review, rather than someone actually taking ownership and resolving the underlying problems.

Octopus Energy, this is not complicated.

Stop hiding behind third parties, stop passing responsibility between departments and start putting internal procedures in place that actually help customers.

A customer should not have to repeatedly chase appointments, receive promises that aren't kept, escalate complaints to the Ombudsman and fight for something as basic as a working meter.

Your customers deserve better than excuses. They deserve action, accountability and a service that actually works.

Thanks octopus! Spoke to Will in customer service and he followed up as promised. My complaint was promptly delt with in a professional manner. I have always been a fan of octopus and once again they didn't let me down. Thanks again Will

Agent was polite, knowledgeable and helpful. He listened and quickly acted on my request to increase my DD. Informed me of when it would be effective.

Abdullah was very friendly and helpful and sorted out my issue straight away. My call was answered promptly

Process was easy, response was polite and concise and action taken in a timely manner

I decided to change from tracker tariff to the flexible octopus, I did a comparison and this once came up, I emailed octopus and just over an hour my tariff was changed, great service and great communication.

Quick, efficient service by Caleb.
Thank you

Louis was quick to understand our needs as a community org and not phased that as a TRA we didn’t fit into one of the boxes. He was unflappable, knowledgeable, and straightforward to deal with, with a problem solving ‘can do’ attitude. He clearly knew the signup process well, and knew exactly where i would find the supply number on our old bills. Thank you Louis.

I was able to get in touch with someone to actually do something !!

I am at a complete loss to understand how octopus and the team receive such positive reviews. Recent incident, I am 4 months in credit. This was after they sent a meter reader to get actual readings. I requested a refund and in the last 13 days have been asked to submit an electricity reading as apparently this wasn’t logged by their meter reader. Now they are asking me for an updated gas meter reading as 13 days have passed since this was logged by the meter reader. I have been reassured that this is not down to delay tactics. How is this possible.

Prompt service with quick response time

I got a quick response written by an actual human. Nicely written too! Next steps were very clear, the reason for my issue was clear and Zara did exactly what she said she would until it was resolved. Couldnt ask for more. Thanks.

I had a query, but I wasn't sure what my options were. The CS representative was very patient with me and worked through my enquiry. I felt very well looked after and managed to resolve my issue.

So far so good . Just moved a cross to octopus so early days

Amanda was lovely and very helpful

Jon was polite and efficient