Octopus Reviews 50

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?

On 14th, I wrote a tough 2 star review, complaining about the prospect of a refund of accumulated credit taking up to 2 weeks. Having contacted Octopus and exchanged a few emails, the money was in my account within 3 days.. delighted, hence the 5 stars
Credit to Khuram at Octopus for the swift response & and the much shortened schedule

Thank you for helping to resolve the issue

1. I recently purchased a Toyota EV and Charger and needed advice on tarrifs. I was tols there were not any, This was wrong and eventually got the tariff Info.
2. I cannot have intelligent Go as my charger is not on their list.
3. I needed a smart meter fitted for Octopus Go. Once fitted I had to chase them for my new tariff only to discover it had increased even though no one told me it was going up when I asked for prices.
4. I have stayed on my old Ec7 tariff which is due to fall in April. Octopus Go I was told will not get this decrease in April. I have complained about the total lack of their understanding of their own products and tariffs. 5 days later no aknowledgment or consideration of the awful service. I guess I will change to provider.

Have tried to switch to new supplier and only wanted yo get a direct final bill. Sent a final bill which i paid in full. Now sent another final bill with a credit showing. Emailed customer service for reason for 2 Final bills only for them to issue another bill with a massive credit to me. This bill is incorrect but trying to get anybody who knows what they are doing is immpossible.
When i joined customer service was 5 star now its 1 star . Whats gone wrong?

We have for years been very satisfied customers of Octopus for gas and electricity.
I recently clicked a link and expressed interest in solar panels and battery. I have had a long and useful phone call initiated by Abdullah, one of thier salesmen. I thought that I had made what we wanted clear and was expecting an email setting out their offer.
What I received was a boilerplate questonaire that first requested a photo of where we wanted a battery - still up for discussion -- and then of our electricity meter but it would not accept one of ours since it expected it to be external but ours is in the loft.
So excellent purveyors of energy but a lot to do on their sales techniques for solar!

Johnny from P3 helped me go back over to you, just have a little outstanding on previous tariff and address. He took the stress away and was so understanding of my mental health 👏

Whilst in Eastbourne today,GEMMA PAXLON assisted myself and my elderly father switch saving over 200.00 per month!
Thank you GEMMA
:)

Absolutely awful customer service, been waiting 3 weeks no gas in my new property and I can’t even get a email back, full of excuses do not care about their customers one bit

Switched to octopus thanks to the lovely help of Steve Richardson on the 28/01/26 - I have had a nightmare with previous supplier but Steve was so reassuring as so fa he has been spot on! Customer service is second to none

This experience started out as what I thought was a dead" boiler though in fact was a dead gas meter! But once diagnosed, the time between my initial contact with Octopus and my boiler running again was just 150 minutes. Octopus, you were amazing. A couple of key takeaways:
1. Who knew gas meters could fail? Well, it hadn't crossed my mind but the battery in my 1st gen Smart meter had died so the meter failed safe and shut off the gas. Nothing wrong with the boiler.
2. I first contacted Octopus around lunchtime of 27/12/25. Their emergency contact route at this time is by email and so soon after Christmas I feared maybe a long wait but "no", just six minutes after my initial email was sent, Octopus replied and after that they were on it; bish, bash, bosh. A few questions then action. At each stage I was kept informed by informative and reassuring emails.
3. Although Octopus had no engineer immediately available in my area they weren't going to give up and arranged for a third-party engineer to attend which he did. Meter changed, boiler running and job done.
Octopus, you were amazing and special thanks to Paul B and Karen on the Octopus Service Desk and to Ivan from National Gas Metering/Wales and West.

Just had questions answered re changing tariff
Swift efficient reply, followed up a few days laters with more details. Then 2 weeks they followed up again checking I had no more problems they could help with.
You very rarely see this kind of speedy, caring and helpful service.
Well done Octopus ! Great as usual.
Bob.

been waiting 4 days for a simple reply back to a request to reset the EV app info which Octopus asked me to complete as they "lost control"...it was working fine but now seems locked in a cycle that wont enable me to set my car up to smart charge !!..
Have sent many emails/requests for help- no answer...have they all gone on their xmas hols early ???....which i cant as now cant smart charge !!! :(

Im a homeowner and and source all my gas/electric from Octopus.
They currently have a offer for installation of solar panel package.
We went ahead and put our £500 deposit and we were thinking of paying the balance part by our funds and by a loan which the offered as well.
After completing the the loan form we were rejected. However it did not give any options i.e. higher deposit from us and a reduced loan amount.
The answer we got back from Octopus was basically "the computer says NO"
Wasted 3 days on this.

I’m giving a 4* although this company are such a mixed bag between utterly useless (the one account I’ve been 15 months trying to resolve) and utterly wonderful with a different Account and issue I asked to be addressed. This time around (and dreading it) I was lucky enough to get Erin as my customer service agent. She hounded me across 2 weeks for the information she needed and didn’t let up until she had completely resolved all of my issues and left me with a fantastic credit (ok I’ve paid it so it’s my money but still so nice to get it back at Christmas time!) She has applied it to my new rental so it means my energy bills will be covered for the next few months. I’m so grateful for this service and think I’m going to try to send her the information for the 15-month problem (I’m currently on 6 different agents on this one!) and hope she can help. 🤞🏽🤞🏽🤞🏽 However it doesn’t inspire confidence in a company of this size that excellent customer service is the exception not the rule.

Thank you Erin 🙏🏽

I am currently leasing a car through the Octopus salary sacrifice scheme. The Octopus team were very keen to secure the deal and get me to sign up, but the customer care since then has been very poor.

I’ve had the EV for over three months now and still haven’t had a home charger installed. After two months of trying, I finally managed to book an installation for the end of November, only for the engineer to arrive and tell me that the UK National Power Network needed to replace the main fuse coming into the house. This should have been identified earlier, as photos of the fuse board were provided to Octopus prior to the installation.

The UK National Power Network came out within a couple of days to replace the fuse, but I have still not been able to get a new installation date. I currently have no means of charging the car at home. The car itself is really nice, but it’s no good to me if I can’t charge it.

I am now considering returning it if I can’t get a charger installed soon.

Tried to get an answer to a question regarding changing my tariff, was put through to a foreign call centre, terrible customer service, unable or unwilling to give me an answer or any information, very very noisy background, had difficulty to understand them. I moved to Octopus on the recommendation of them having an excellent UK based customer service centre, this is far from the truth, terrible service. I would advise NOT to join Octopus if you want decent customer service !! Perhaps Martin Lewis should review his recommendation of this company !!