Octopus vs Ovo Customer service ?? 2 February at 5:42PM in Energy 23 replies 873 views

victor2

I manage an account that moved to Octopus when Avro ceased trading. Electric meter was E7 although had been on a single rate tariff with Avro, and Octopus put it on an E7 tariff. Took a few emails to sort that out, but they did and credited the extra cost incurred on the E7 tariff.
Since then, Octopus have replaced the "dumb" SMETS1 meters with functioning new ones.
So, no complaints!

badger09

Another very happy Octopus, from failed Avro, customer here. Had a couple of missing gas bills early last year but sorted fairly quickly by email. 

Smart meters installed end of September, no problems. 

I also really appreciate the ability to lower my monthly DD & that they prompt me to request a refund of excessive credit. I’ve been maximising Santander cashback and Octopus process my refund requests very quickly. 

Jonboy_1984

ariarnia said:

we havent had a bad experience with ovo. tho we do mostly contact by email if theres a problem. always been able to adjust our dd, sorted a smart meter problem and also got help for the mil this recent winter and got her a free thermostat electric throw and boiler service. 

  
The last time I emailed SSE/OVO I got back the following quote as an out of office. Their website contact us form (now removed) sent the same email response.

The contact us pages only give a phone number, despite me being on their PSR due to a hearing issue...

In order to improve the service we provide, our contact channels have been updated.

Please visit our Contact Us page to see our range of contact options plus a range of services and information that may also be useful to resolve your enquiry.

Please note that no further actions will be taken following this email.

Thanks

SSE

propnut

badger09 said:

Another very happy Octopus, from failed Avro, customer here. Had a couple of missing gas bills early last year but sorted fairly quickly by email. 

Smart meters installed end of September, no problems. 

I also really appreciate the ability to lower my monthly DD & that they prompt me to request a refund of excessive credit. I’ve been maximising Santander cashback and Octopus process my refund requests very quickly. 

They say on their Web site that you can pay by standing order which is how I pay Ovo at the moment as I got tired of their creative DD increases

propnut

Jonboy_1984 said:

  
The last time I emailed SSE/OVO I got back the following quote as an out of office. Their website contact us form (now removed) sent the same email response.

The contact us pages only give a phone number, despite me being on their PSR due to a hearing issue...

In order to improve the service we provide, our contact channels have been updated.

Please visit our Contact Us page to see our range of contact options plus a range of services and information that may also be useful to resolve your enquiry.

Please note that no further actions will be taken following this email.

Thanks

SSE

They are an absolute joke. There are other words that I could use to describe them more accurately but would see me banned from the forum.

I have been telling them since they took over from SSE that my IHD is no longer working correctly. It just sits most of the time saying waiting for data or trying to connect DESPITE having 5 bars showing on the signal strength. Everytime I call or email I get a BS response saying we have logged your problem please perform this health check, and they send you a list of steps to follow (all numpty stuff) and submit it via the email. Then you hear noooooottttthhhhhiiiiing. My gas meter hasn't sent them a reading for two weeks but the electricity has. So I email to tell them this. Guess what, I get a response with the list of checks for the IHD again. I mean it is truly beyond a joke. SSE were very good, these guys are ******g USELESS!!

badger09

propnut said:

badger09 said:

Another very happy Octopus, from failed Avro, customer here. Had a couple of missing gas bills early last year but sorted fairly quickly by email. 

Smart meters installed end of September, no problems. 

I also really appreciate the ability to lower my monthly DD & that they prompt me to request a refund of excessive credit. I’ve been maximising Santander cashback and Octopus process my refund requests very quickly. 

They say on their Web site that you can pay by standing order which is how I pay Ovo at the moment as I got tired of their creative DD increases

I have no wish to pay by SO as I’m perfectly happy with the freedom Octopus give me to manage my own DDs. 

propnut

badger09 said:

propnut said:

I have no wish to pay by SO as I’m perfectly happy with the freedom Octopus give me to manage my own DDs. 

That's also good to hear. Ovo don't allow any flexibility whatsoever. You either pay what they dictate or you do as I did.

ariarnia

Jonboy_1984 said:

ariarnia said:

we havent had a bad experience with ovo. tho we do mostly contact by email if theres a problem. always been able to adjust our dd, sorted a smart meter problem and also got help for the mil this recent winter and got her a free thermostat electric throw and boiler service. 

  
The last time I emailed SSE/OVO I got back the following quote as an out of office. Their website contact us form (now removed) sent the same email response.

The contact us pages only give a phone number, despite me being on their PSR due to a hearing issue...

In order to improve the service we provide, our contact channels have been updated.

Please visit our Contact Us page to see our range of contact options plus a range of services and information that may also be useful to resolve your enquiry.

Please note that no further actions will be taken following this email.

Thanks

SSE

you might want to try [email protected] 

we had an auto message telling us our fix was ending on 23 jan and it had new t&c in there. we have been with ovo 3 years and wasnt sure what actually changed (if we were losing our loyalty bonus) so emailed to ask. 

email sent 10:49 on the 23rd. full and detailed response gotten back jan 24th at 8:57

like i said. some people obviously have had a problem with them but we have never had an issue and have been quite happy (which doesn't mean we wont switch the moment theres an open market fix thats better value but for now we're good). 

Redredrobin

I switched from OVO to Octopus just before christmas , it was completed in 2 days and completely stress free .

km1500

Major energy firm Eon has 'severe' customer service weaknesses, according to regulator Ofgem - but customers of all providers are affected.

An Ofgem review said Eon, which has 5.5million customers, had a 'very poor' record, with customers abandoning calls and long telephone waiting times.

Ofgem uncovered 'moderate weaknesses' at British Gas, E Gas and Electricity, EDF, Good Energy, Outfox the Market, OVO, ScottishPower, SO Energy, Utilita, Utility Warehouse and Tru Energy.

Meanwhile, it found 'minor weaknesses' at Bulb, Ecotricity, Green Energy, Shell and Octopus.

https://www.thisismoney.co.uk/money/bills/article-11710061/How-complain-energy-firm-Ofgem-names-shames-worst-customer-service-offenders.html?ico=mol_desktop_money-newtab&molReferrerUrl=https://www.dailymail.co.uk/money/index.html&_gl=1*a6wx8i*_ga*MTMwNjQ0NTAyMi4xNjc1NTIzODkw*_ga_XE0XLFFF16*MTY3NTUyMzg5MC4xLjAuMTY3NTUyMzg5MC4wLjAuMA..