Loyal Octopus 12M Fixed August 2022 v1

TheGardener

Like many I was spooked into fixing on the above tariff on 5th Sept. In the light of the government's intervention on 8 Sept I waited a couple of days to see if anything would be done by Octopus. I sent an email to Octopus on the 12th Sept asking to withdraw from the fix. This is within my 14-day cooling off period. I have not as yet had a reply.  I appreciate they are busy, but I've not even had an acknowledgment/auto-reply. 

Do I hang fire and wait for Octopus to contact us all 'by the end of the week' as they have said - or is there another way to contact Octopus? 
TYIA 
(I have already checked all spam/trash email folders)

CanNeverThinkOfAUsername

Octopus are very delayed via email at the moment. You can contact them via Twitter and they will get back to you normally within a few hours (this is what i did). But like Martin has said, the staff wont know anything yet, it's best to sit and wait.

MWT

You have done all you need to do, just need to be a little patient right now.

Your request is time-stamped by your email and it will all be sorted out soon enough, just not immediately.

They do not use auto-responders on the mail queue.

TheGardener

It's a shame they don't use auto-response - annoying though they are - they at least stop people from sending more emails... 

bristolleedsfan

TheGardener said:

It's a shame they don't use auto-response - annoying though they are - they at least stop people from sending more emails... 

Sometimes emails get stuck, do not get seen unless chased up ......

TheGardener

Still no response from Octopus. I emailed on the 12th and 15th of September but now I've had my first bill at the high fixed prices even though I have tried to exit during my 14 days cooling off period. Just not getting anywhere with them at all. Anyone any ideas on how to get a response from them? (I don't do twitter) 

MWT

TheGardener said:

Still no response from Octopus. I emailed on the 12th and 15th of September but now I've had my first bill at the high fixed prices even though I have tried to exit during my 14 days cooling off period. Just not getting anywhere with them at all. Anyone any ideas on how to get a response from them? (I don't do twitter) 

It will get sorted out and where necessary, billing will be back-dated to reflect your request.

Things are running a bit slower than they should right now unfortunately, but if you can't wait then it will need to be a phone call...

TheGardener

@MWT I get things are busy but it's just the complete lack of response or any indication at all of what's happening. How long do I wait - another week - another month?

MWT

TheGardener said:

@MWT I get things are busy but it's just the complete lack of response or any indication at all of what's happening. How long do I wait - another week - another month?

Probably a few days at most.

... and I get the lack of any response is frustrating, the point has been made to them many times now that a simple auto-responder would go a long way to keeping people waiting calmly, but it doesn't seem to be the way they want to go...

t0rt0ise

I don't do twitter either but I made an account just so that I could send a direct message to Octopus. I haven't sent any normal tweets. That is a possibilty for you.

littlemissbossy

@TheGardener

I switched to this tariff on 29th August after (like yourself) getting spooked, I then rang them on 9th Sept and switched back to the SVT.

eta: I also submitted meter readings so I wasn't paying at the fixed higher rates.