Octopus Energy reviews: Give your feedback

dbolan61

I joined Octopus Energy in October and since then through the coldest months they have twice tried to put my payments up stating that I am not paying enough. This is through the coldest months so I haven't had the opportunity to build up a positive balance as you would do through the summer. It seems that they have no concept of surplus in the summer defecit in the winter. I am thinking of moving to another supplier so that I don't have to keep dealing with the hassle.:(

Yorshireguy

It all depends on the numbers of course but Energy suppliers usually prefer customers to be in credit - and that is understandable.
However, should your account get what you consider to be too much in credit (and this opinion varies from person to person) there are two facilities on the Octopus Website.
1) To request a refund of some of your credit.
2) To request a change (edit) to your Direct Debit.

If you can't find these on the website, just send an email or give them a call - they usually respond pretty quickly.
It's obviously going to take a few months for Octopus to establish an accurate monthly payment.
But there are a couple of factors to consider: -
1) October is an awkward time to switch to estimate usage - the supplier is obviously going to peg payments higher than perhaps necessary.
2) Were the energy consumption readings you provided at sign-up accurate?

Remember, Octopus is an exceptional supplier for Customer satisfaction.
Perhaps a little patience is warranted.
One thing is for sure, posting your dissatisfaction on this website will achieve nothing - except perhaps for (hopefully helpful) comments like this.

toeknee77

Needed to switch as my current deal was ending with AVRO Energy. Read good reviews about Octopus so decided to take the plunge.
My payments would go up from £86pm to £104pm but gas and electricity prices had gone up steeply in the last 12 months.
Big mistake! I made the online switch with a month to go before my deal ends clearly choosing 31 March 2019 as the switch date. Receive emails to say switch will be 14 March?
I could only contact via email initially as their preferred option frustratingly taking days to get a response?
Octopus apologised and confirmed it will be 31 March 2019 and normally they respond to emails within a few hours, really??
On 26 March supplied Octopus with dual meter readings as requested by email.
On 31 March I receive another email from Octopus with a 'Congratulations' you are now with them. So as far as I am aware that's it, switched, wrong!
My old supplier AVRO on 31 March sent me an email requesting my dual meter readings as I always supply to them at the end of every month, so I contacted them today and they told me only my gas had switched to Octopus and you need to contact them to find out why, this is even though I received a congratulations I am with Octopus energy sent on 31 March 2019?
Contacted Octopus by phone today they confirmed it was their mistake human error.
Not happy too many human error mistakes for my liking and I want to switch away from Octopus but told I can go back to my old supplier (where I will be on the standard rates) or have to wait a further 28 days before I can switch away from Octopus.

I feel very uncomfortable stuck with Octopus as I'm getting too many human error mistakes on their part which is costing me financially in the pocket. They have already took £43.00 before I switched and my AVRO took £86.00 DD on 22 March. The credit of £125.00 I have with AVRO + the DD will soon be gone after Octopus's incompetence handling my switch. So thanks Octopus.

I currently have to keep my DD open with my old supplier and DD open for Octopus plus create a new DD with another supplier in 28 days when I switch away. Any credit I do have will be wiped out due to Octopus mistakes that do not effect them but myself. Hoping this review will warn others that they do not have great CS as I read on this website after all.

Yorshireguy

Just over a year ago I switched from IRESA (remember them?) to Octopus.
I had built up quite a credit balance, and with IRESAs reputation being so poor I was concerned that I would never get it back.
I cancelled my Direct Debit with IRESA and, allowing 4 weeks to switch - (2 weeks cooling off period + 2 weeks extra) so that I could recoup most of my credit balance, I switched online.
Two days later, I received an email from IRESA informing me about the cancelled Direct Debit (of course) AND that they had received a switch request. They immediately placed a block on my switch.
I wondered what had happened to the cooling-off period and my extra two weeks?
I complained and received an apology from Octopus.
I always understand that things do go wrong occasionally, what matters to me is how the problem is handled.
Octopus dealt with the error very well and my switch went through very smoothly (considering it was from IRESA) and was completed in seventeen days.
Replies to my emails were made in just a couple of hours.
I am surprised that you have suffered such long delays receiving responses.
Perhaps a quick email directly to Greg may be appropriate.
Despite that initial hiccup I am still pleased I switched to Octopus, and for the first time in many years, I will not me switching again at the end of my contract.
Octopus has been very busy with switches after adopting IRESA customers, perhaps that could explain the problem.
Perhaps give them a little more time and let things settle down?
Just to complete the story- after reporting IRESA to the Ombudsman, I received a full refund plus compensation.

oldwiring

I am considering changing to them, but are readings called for automatically, submitted by customer, and accounts issued on line. Or am I left to submit readings without reminders?

Umiamz

oldwiring wrote: »

I am considering changing to them, but are readings called for automatically, submitted by customer, and accounts issued on line. Or am I left to submit readings without reminders?

They'll send you an email every month when readings are due, but you can also submit them at any time to bring your account up to date. The statement is produced within minutes of you submitting readings.

lettezilla

I just wanted to say we're pleased with Octopus so far-- the website works well, easy to send readings every month. It's also easy to request a refund if your credit gets too high, which happened because we got a referral bonus from someone. I know the prices will jump after a year, and we'll switch away, but happy at the minute.

oldwiring

My change readings were given as at 29/4, and today I was notified they had been agreed. All appears to be going smoothly,and i have been well informed.

grimsalve

Are all the positive reviews for Octopus still valid? I emailed them earlier in the week to ask about their smart meters, no reply. I sent them a couple of messages on Facebook, no reply there either. Seems to be a lot of complaints about their service on Facebook too. Are Octopus having problems?

JStewer

grimsalve wrote: »

Are all the positive reviews for Octopus still valid? I emailed them earlier in the week to ask about their smart meters, no reply. I sent them a couple of messages on Facebook, no reply there either. Seems to be a lot of complaints about their service on Facebook too. Are Octopus having problems?

... which often means feedback is artificially favourable.