Octopus Reviews 

Octopus installed a new Fox battery for me on 29th June 2026, but it immediately began reporting Fan Failures. Despite many calls and two engineer appointments for which no one actually turned up, this hasn’t been fixed. I just called again (21 July) and apparently there are no repair appointments available until 22nd September. It seems that Octopus are keen to do installations and take the money, but slow to address any subsequent problem.

This note is to thank Tania Stewart and Thanos Moussios from breakdown Team Red. My husband and son had a disastrous experience after a road breakdown led them to wait for more than seven hours on a motorway lay-by with no water, food or clear information on what was happening next. It was the result of a big breakdown in communication and coordination between third parties and lack of care, may I add, from some specific operators. It was a traumatic experience for all my family as we were trying to help from afar. However- Tania and Thanos ( and the operator who raised code red for us) did Octapus proud. They were empathetic, reassuring, competent, professional and very human and their calmness and willingness to help kept me sane that day. Tania , a special thank for making it your job to see our case through , even though you were on annual leave. I hope you take pride in what you do, it has real impact on people. Octapus- your customer focused approach is what makes you special. I really hope you value and protect it.

I was on ev tariff daytime tarrif is to expensive I've gone elsewhere

all thow it took months and months for my energy problem to be fixd there are a few things im greatfull for

the engineers there polight there great at fixing the issues with meter ect i think you need to listen to the engineers more

the constant comunication the comunication was great most of the time i dident get past from piller to post i delt with 1 person most of the time and they spoke to me with every step they were doing to that my problem eventualy got resolved (my ihd was not comunicateing great)

the compensation this most companys brush off but octipus no they compensate you fareley and they even use it to top up your gas and elec if so chosen in my case defo because i have trouble topping up some times

over all i have gave this company 4 stars because there could be improvements and in my last review i dont think i was overley fare on all the pluses to what they realy offer but all being sead there is room for improvement and the main thing is better ears with the engineers

Helpful customer agent, Zinyaswa sorted out my billing issues with speed and courtesy.

A big fat 0 out of 10 for Octopus Energy. I hope they go down the pan as, no doubt, they will because of their utterly appalling incompetence. We had an air source heat pump installed. The engineers were great but once the thing was installed we were left with a mountain of rubbish in our garden that was meant to be collected the next day. It has sat there for the last month despite multiple exhausting phone calls and emails. The only response we ever got was a bland 'we are looking into this matter' or 'we are 'escalating this complaint ' and then again ' we are escalating it rven more' but still nothing. We explained that the grand children can't play in the garden as some of the bulky waste ie. pipes and radiators are a safety hazard but still nothing. In the end we have had to organise a refuse collection ourselves and will be deducting this plus more from our bill. Horrendous experience. Avoid. They are a sinking ship.

Shockingly bad service. Taken 18months to try and get a smart meter fitted…still not done. Cannot speak to anyone, systems not joined up. Asked for same information 5 times through automated support service. Still no one takes responsibility. Moved both electricity and gas because service was allegedly better and human..it’s rubbish!!! Also have huge credit balance, but unable to get refund.
Worst customer service we’ve had for a long time.

If I could give 0 I would - CEO on the tv telling everyone how wonderful they are - but try booking a smart meter or asking a question and you either get ‘oops it’s not you it’s us’ or a totally non sensical answer.

I visited the Octopus Energy stand at the National Homebuilding & Renovating Show in March and unfortunately had a very disappointing experience.

On the first day, my wife visited the stand, spoke with a representative about the available tariffs, and was given a promotional gift. She explained that I normally deal with energy-related decisions and that I would come back to discuss the details personally.

The following day, I visited the stand myself and spent time speaking with the same representative. I was genuinely interested in switching from EDF to Octopus and explained that I simply needed to obtain approval from my landlord before proceeding. Within a few hours, I received that approval and was seriously considering making the switch.

However, due to the demands of running our own exhibition stand at the same event, I was unable to return immediately to complete the process. My intention was to contact Octopus shortly after the exhibition to continue the discussion.

What happened next was extremely disappointing. The same representative later came to our stand and, in front of one of our visitors, questioned why we had not yet signed up. He then asked for the promotional gift to be returned and spoke in a manner that I found rude, confrontational, and unprofessional.

As a business owner who regularly exhibits at trade shows and interacts with customers, I have never experienced anything like this before. It completely changed my perception of the company and left a very negative impression.

I was genuinely interested in becoming a customer, but the way this situation was handled was both inappropriate and disappointing.

Rang octupus to say we were struggling to meet the bills. Gave them a time frame.
They then just started harassing us basically.
So i rang them again after receiving 27 messages in one day, I phoned by no. 7 but they did not stop.
Rang them again explained the hardship, gave them a time frame , still harassing us no stop. Not nice people at all. They said if you're experiencing hardship ring us, and they've done nowt but harass us since.

My account is in credit by over £1,500 (I export and import electricity), but Octopus will not refund me, as I quote from their email, " The delay is due to updates required on our internal database. Until these records are fully updated, we are unable to bill you or pull readings directly from the meter." I have provided up-to-date readings supported by photographs of readings. I am waiting 5 week ramining before I can escalate to engery Energy Ombudsman. Prior to this issue, I was happy with their service.

This is third time I have contacted Octopus on the phone in the last month and every time the phone is answered and connected to an agent with the minimum of wait time.
I have only been with Octopus since Feb.
My last call was with Oliver K and just like the other Octopus specilaists he was helpful, knowledgable and pleasant to deal with.
Keep up the good work team.

Had the pleasure of signing up with this company today. Joe & Mo.hassan was brilliant:)
A. Finn

Lauren who is one of the best staff dealing with customers.
She's a brilliant Ambassador for the company and has been sorting out my replacement Smart Meters.
She deserves a Mention in Dispatches and a Smiley Face
Thank you Lauren, you are 🌟 a star

Met Glenn Clarke in Morrisons supperstore very pleasant gentlemen. Easy to talk to answered any questions I had. Overall happy with experience

Disappointing Customer Service I paid in full for an EvCharger in 02/3/26 .At first the first the communication was great .Then silence .I have since contacted them on 7 occasions for an update including using Resolver and Ask Greg but absolutely no response

Customer service appears to be a significant concern with Octopus Energy. My recent experience suggests that there may be a greater focus on concluding calls quickly rather than fully resolving customer issues.

I contacted customer service on 15 April 2026 between approximately 14:10 and 14:20. During this interaction, I found the communication style to be dismissive and, at times, condescending. I was frequently interrupted, and my concerns were not fully heard before conclusions were drawn. In particular, an ongoing issue regarding not receiving emails—something that has persisted for several months—was attributed to me without sufficient investigation.

After insisting that my email details be rechecked, it became apparent that an error had been made in recording my information. This was my third call regarding the same issue, and unfortunately, it was the most unsatisfactory experience to date in terms of both professionalism and respect.

For context, as a former customer of British Gas, I observed a noticeable difference in customer service standards, particularly in terms of communication and follow-up processes. One notable practice is the use of post-call feedback surveys, which help ensure accountability and continuous improvement—something that appears to be lacking here.

I attempted to call back shortly after (around 14:25) to formally raise a complaint about the interaction; however, the same representative answered the call, which made it difficult to escalate the matter appropriately.

I would strongly encourage Octopus Energy to review this interaction and consider implementing clearer escalation pathways and feedback mechanisms to improve the overall customer experience.

No response from investigation and complaint I made regarding smart metre not read since April 2025. A year on and it gets worse!
One minute I'm in credit over £200.00 plus , now -£1000 .00plus in debit, then £700+ in debit!
How is this possible!???
Low energy user, single occupancy!
No response to emails sent!!!
X1 investigation email
X1 requesting metre readings
THESE ARE SMART METRES , I WAS INFORMED THAT I WOULDNT NEED TO SEND READINGS!!!...or at the very least let me know that I need to send in a reading from the start...videos on line don't match what I have!
HOW DISULLUSIONED I WAS !
HOW FRUSTRATED AND THE LACK OF CONFIDENCE I NOW HAVE.
INVESTIGATION? MANAGEMENT involved, COMPENSATION????
NOTHING TO DATE JUST A FLUTUATION OF DIFFERENT BILLS SENT TO ME VIA THE APP WITH AN EXPECTATION TO PAY!?
HOW IS THIS POSSIBLE WHEN YOU'VE NOT EXPLAINED WHY THE READINGS WEREN'T RECEIVED , WHY ARE EMAILS, THAT YOU ENCOURAGE customers to send AREN'T BEING RESPONDED TO!
IVE ALWAYS CHAMPIONED OCTUPUS, FOR THEIR CUSTOMER SERVICES BUT THEY HAVE FALLEN WAY SHORT OF MY EXPECTATION AS A CUSTOMER DURING THE PAST FEW WEEKS!
THE FACT THAT THEIR MANTRA TO RESPOND TO EMAILS- WHICH WERE EXCELLENT AT ONE TIME, HAVE NOT BEEN RESPONDED TO OF LATE BUT THEY'RE QUICK ENOUGH TO SEND OUT INACCURATE BILLS!
IM A LOW ENERY USER, ALWAYS HAVE BEEN AND IM DISGUSTED BY HOW THIS CASE HAS BEEN HANDLED AND MORE IMPORTANTLY, HOW ITS AFFECTED MY HEALTH DURING THE PAST FEW WEEKS .

I REFUSE TO CALL ANY MORE BECAUSE THE CALL HANDLERS APPEAR TO BE INCONSISTENT AND NOT WELL INFORMED ON THE IISUES AND INFORMATION I NEED TO RESOLVE THIS CASE

Update. Email sent via the APP on Good Friday, received a response for an appointment to be made by Octupus for an engineer to come out and read the metres, why not do this weeks ago!?

All very confusing and draining to say the least!

Due to my own mistakes and poor management of my mental health I slipped into debt. The shame I feel discussing this prevents me from calling. However, today I spent time texting Ellie from the Orange Team and she helped me so much. She was able to set up a plan that I can afford without making me explain all the details. She was amazing and kind throughout our interaction. Thank you Ellie.

Again, Octopus deserve 0 stars. They charged me for a wrong meter months ago which I resolved but I have just received another bill. There is something very wrong with this organisation, they are not even my supplier anymore. Why do they harass customers with bills for wrong meters?