Octopus Reviews 

I met Monday in IKEA Glasgow today and signed up to switch over from my current supplier. What a joy he is and everything was done quickly and efficiently. I am so happy to join Octupus and if all your employees are as happy and polite as Monday then I know I have made the correct choice. Thank you

Very poor. Do not let them change a meter when you move in to a house without documenting everything. They will charge you the previous owners debt and no matter what evidence you give them the refuse to accept it. They are ignorant to any facts that may result in them not getting the money they think they are owed. Even if they know the debt is not yours they will continue to demand and threaten.

3 times they agreed This would be addressed but continue to charged. They can not be trusted and believe me they are no better than the rest of their competition no matter how much they say they are.

They can not be trusted

Appalling customer service. Switched to them as we recently had batteries installed so wanted to take advantage of their Flux tariff which would enable us to buy cheap electricity at night. First they said we didnt have a smart meter despite a “welcome to Octopus” message appearing on our smart meter and the fact that they were taking payments based on smart meter readings. They then said our MCS documentation for the battery installation wasnt correct. We spoke to MCS and they told us it was all correct. They then said it would take 2 weeks to implement. 2 weeks later back to stage 1! They used to pride themselves on their customer service but wehave decided its time to swap over to EDF or E-ON as i keep hitting my head against a brick wall. DO NOT USE THIS COMPANY!

Used to be good trying to get my heatpump serviced nobody is returning my calls constantly on hold when phoning up.finally arranged it then sat in all day and nobody turned up

Have been with Octopus Energy over 5 years I was sent a smart meter 6 months ago has never worked just says not communicating had engineer called a week ago and updated the main unit to 4 g and said smart meter will start in 24 hours still not working sent new smart meter this now says connecting to smart meter then after a couple of hours goes off
Spoke on phone to Harriet who said its a smart dept problem will pass over to them and contact me in a week I am just being fobbed off will not let me speak to a manager or transfer me to someone else
Very bad lack of customer service

The agent was very clear and helpful in all aspects also a very pleasant person all was well

I have been a customer of Octopus for a good while now & whereas some of their statements are a bit difficult to understand, I am, on the whole, pleased with the service they are certainly better than my previous supplier. One has to expect that in the current political climate they will price so that they make a good profit. The other day, I had to contact the company to let them know that I was closing the account that I used for my direct debit and that they were to be transferred to another account. I spoke to Lucy & Gerald and found that they were really helpful. One other thing though, and it is not just me saying this - lose the " love and power" sign off!

i had a visit from a octopus engineer to change something in my smart meter. on the 5th of August since the visit the smart meter isn't working.
Trying to get Octopus to send an engineer out the resolve the problem seems impossible.
After umpteen emails it is still not resolved all i get is excuses from then with no action,
It would appear my next route will be the ombudsman to get this resolved i'm just. waiting for the 8 weeks to lapse

i have been having problems with my smart meter since late August after a octupus engineer visit he changed something in my meter and it hasn't worked since.
trying to get octupus to correct the problem seems a impossible task
I now waiting for the 8 weeks then i will go to the ombudsman i'm totally fed up with excuses and no action

Micah is a first rate customer service advisor who understood my problem and helped to sort it out patiently. Thank you Micah

Great experience with this company. Their agent Tyler came to my house, did the switch on the spot. The service is excellent, you can control how many emails you get. The customer service lines take you to a person not a Bot. Monthly bills are competitive. They also have a great green policy for energy. I would highly recommend this company.

Sam at the Octopus stand in Livingston Centre was extrenely helpful by explaining all of the benefits of this great provider and is a fantastic credit to Octopus

We spend about £1900 a year on gas and electricity. Having solar and a heat pump, the majority of the expenditure is in the winter months. At present they owe me £200 as the account is in credit.
Octopus have just written to say they will increase my direct debit to £328 from 5th September. This equates to an annual usage of nearly £4,000.
I have objected to this and am waiting to hear, but other customers should be aware that the numbers they used for us are way out, so I'm afraid they are not a reliable supplier and need checking and challenging.
Oh for the days when valuable long term customers got looked after rather than being taken for granted and ripped off!

Edit to add 29/07/2026
Octopus have apologised and agreed their figures were wrong. Whatever algorithm they use clearly does not take account of your actual usage over a full year, so be vigilant! We have been with them for several years, so there is no shortage of data for them to use.
Extra star is for a very speedy reply from an actual person.

Have been trying to get a meter installed by Octopus since they took over from Shell several years ago. Now, after a huge number of phone calls, emails, photos sent I am nowhere near getting a working meter. I have been repeatedly asked to send the same info time and time again. It is like sending stuff into a big black hole. Shocking service from a company that prides itself on customer service. Only when things go right.

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.

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.