Octopus Energy - "We love email"

TheElectricCow

For me the time it takes to get an intelligible and relevant response from octopus via email can vary between same day and one month.

Usually takes some persistence but so far they’ve never failed to adequately resolve any issues, eventually. If you get nonsense/no reply, be it from robot or human, best approach I’ve found is to keep reasonably escalating until you get passed to someone with good enough reading comprehension to assist.

Their social media teams are apparently a lot better too if that’s your thing.

Patr100

My last email question to them,  sent a day ago,  relating to the unsatisfactory replies I have had so a far.

"Can you confirm they (my emails) have been read and answered by a person?"

The_Slithy_Tove

I am a Shell Energy -> Octopus transferee, too. I wanted to go to Octopus anyway having had solar PV installed recently. Now, trying to set up the right tariff, I sent an email a week ago, and have heard nothing back. Sent a chase email yesterday using a different email address (just in case) and still nothing. This is not what I expect from them given the publicity about their customer service.

As for the debate about email vs phone/webchat/X(which I refuse to use), I prefer email for the kind of query I have. I am pretty good at providing all the information they need up front, so they can go away, do the research and come back to me within a day or so. Webchat is so time consuming, having to answer inane questions, waiting for the agent to type something, and so on. OK if I need a resolution right now, but email better if I can wait a day or two (but not a week!)

Gerry1

The_Slithy_Tove said:

I am a Shell Energy -> Octopus transferee, too.

Sounds like that may be the root cause if Shell weren't very selective in their recruitment and didn't invest much in training.

Hopefully Octopus will recognise the problems with those they've had to take on and bring them up to standard as a priority.

Derekdevans

Hello. I am also a Shell Energy to Octopus transferee. They have failed to take my DD on this first time after transfer completion. I have basically told them this but there has been no response as to how they intend to sort this out. As far as I can tell from their App, they have the correct bank details and they have had 3 months or so to sort this out. Given that as has been said elsewhere that the unit prices for gas and electricity will be reducing by a fair amount from 1st April are they going to try to increase the DD so that it remains in "credit" because Shell made sure that it really did not go the other way during the winter period so that you end up with a healthy credit balance by end of September that should cover the next three months usage (approximately) before the balance goes debit. Has anyone else encountered this if you have checked that you DD has gone out this month so far? I used to work for a different energy provider some years ago as background knowledge.

Derekdevans

Can I add that Octopus Energy are looking for a Finance Transaction Manager on Linked In. I basically asked them that is this due to the project to migrate customers from Shell Energy over to Octopus has not worked and the person that was in this role has left? No reponse of course. Again, if you are a Shell Energy Transferee, has your DD (if you are usually at the beginning of the month) happened? Could the people at MSE look into this potentially?

pbcpdeveloper

My 1st DD since transferring over from Shell was taken out on the 4th March as it should have been. Took several days for this to show up on their website though.  I was in contact with them beforehand regarding several issues with the 1st bill they produced my account may have been looked at in more detail.  My DD details  still don't show on their website but they do appear in the app.

Phones4Chris

Whilst the main information is the same, I've noticed differences between what's shown in the App and what's shown in My Account logging in on the web. I'm not sure if it's someone's editing of the detail or whether it's a more general thing that affects other users.

vincit_veritas

Octopus love email from my brother in another region, but not from me!  We tip each other off when a better tariff appears (typically on a weekend, when there's no phone support.)  We both email in a switch request.  He gets a reply within half an hour.  I get nothing, and when I phone in on Monday morning I'm told that there's nobody working at weekends and the emails are dealt with on Monday. 
But today, we have both tried to switch to the new tariff May 2024 v2 by email. As usual, I've had no reply.  But he's just had a reply saying there is no new tariff!!! 

bristolleedsfan

vincit_veritas said:

  
But today, we have both tried to switch to the new tariff May 2024 v2 by email. As usual, I've had no reply.  But he's just had a reply saying there is no new tariff!!! 

May 2024 v1  Octopus matched EDF 12 month table topping 12 month fix exactly

May 2024 v2  Electricity my region  24.60 p/kW compared with 22.87 p/kWh

Gas 5.34 p/kWh  compared with 5.46 p/kWh

Standing charges 2p ish per day cheaper v2 than v1 both fuels