Octopus Energy - "We love email"

norricorp

I was moved from Shell to Octopus. I received a welcome email which included

5. You’ll get the best service if you contact us by email
We love email.

 A few days later, I received another email telling me my energy usage for 6 days and then an email for 17/02 telling me my usage for that day and my rapidly declining credit balance. I say rapidly declining because that one day was 20% of my usual monthly bill.

I emailed Octopus to ask how this was possibe and received  .... nothing. Not an acknowledgement and not answer. It is now a week later and I have written to them again.

So does Octopus love email because it is so easy to ignore? Is this normal Octopus behaviour?

Regards
John

SAC2334

I used Email a week ago on Sunday and by Monday morning I got a reply and a very nice reply too . They re probably the only supplier in the UK who would actually do that .Every email I ve sent in my 15 months with Octopus has been quickly answered . 

amanda1024

Have you checked you’ve used the right email? I’ve also had quick responses to emails - in fact the only issue I’ve had is when I got an email asking me to ring them, but when I rang the call centre staff didn’t know what we were supposed to be talking about!

MultiFuelBurner

If email isn't working for you contact them via X and when they reply mention you are not getting the service via email that other customer receive.

See what they say

pbcpdeveloper

I was also recently switched from Shell to Octopus and noticed several issues, which I emailed them about. Within a few days I noticed some of the points I had raised were being addressed.

I sent an update email saying I noticed what had been addressed and what was outstanding, but as I hadn't had a reply email I didn't know if the issues being fixed were because of my email or it was coincidence due to fixes being applied to everyone, as I knew someone else had the same issue. I said I'd appreciate a reply to the email to know if the matters are in hand.

Few day later more of the issues were addressed and I got a reply email.  Think they are just busy with the switch overs at the moment.

Jaybee_16

I emailed Octopus with a problem which could be simply resolved but was ignored. Waited about 10 days and then followed up with a very sarcastic email out of frustration at the lack of a response. Octopus responded with an apology and resolved the issue.

bristolleedsfan

Sent email reply to Octopus 2nd February - reply received 14th, sent follow up email 14th received reply yesterday 23rd.

Sterlingtimes

Different agents give very different answers. Using email is a slow method of conversing: each time an email is exchanged, there are delays in receiving the next answer. Agents appear to use a pull-down list of pre-formulated answers.

MultiFuelBurner

Sterlingtimes said:

Different agents give very different answers. Using email is a slow method of conversing: each time an email is exchanged, there are delays in receiving the next answer. Agents appear to use a pull-down list of pre-formulated answers.

You mistake agent for AI bot or best guess responses robotics programming.

FreeBear

Sterlingtimes said: Using email is a slow method of conversing: each time an email is exchanged, there are delays in receiving the next answer.

Sometimes, it is worth using email so that you have a record of what is said.

On occasions, I have to deal with Virgin, but refuse to engage with them over the phone - Got caught out once when they reneged on an agreement made over the phone. They don't get a second chance. Same for EDF, they only ever get pithy responses when they chase after an alleged debt to Toto the Clowns.

pearl123

If you want a fast response from Octupus try twitter messaging.