Is Octopus getting slow ?

MikeJXE

It's only the production of the bill and the taking of the DD thats late

If I go into balance history I can see the cost of both fuels dated 29th February, the new balance plus a statement saying the DD has not yet been taken into account 

The bill when I get it will probably be dated 6th so maybe its the late DD that slows the bill up 

Netexporter

currently with Eon Next who have been very good

They also use Octopus' Kraken software. Old Eon were dreadful but they improved once they got a decent operating system.

brig001

They are just like the rest, work fine for some and a nightmare for others. I had a three year nightmare with them and it took them four months to give me an accurate final bill when I left. I always look at how a company handles problems and for me they are the worst company I have ever dealt with bar none 

Brian

Qyburn

Rolandtheroadie said:

Having to chase them for a bill every month. This month they eventually billed me, took the money off my balance, then gave me a refund for more than my bill was. 

Personally I'd be quite happy if they delayed taking my money. 

Do you have a smart meter? When ours was installed we went through a brief phase of O billing on apparently random dates. Once I got that sorted they bill every month for the whole preceding calendar month which is what i asked for. The bill has always been sent on 2nd or 3rd of the following month.

mmmmikey

brig001 said:

They are just like the rest, work fine for some and a nightmare for others. I had a three year nightmare with them and it took them four months to give me an accurate final bill when I left. I always look at how a company handles problems and for me they are the worst company I have ever dealt with bar none 

Brian

I'm sure this is right and reflects my own experience. I've had numerous problems with Octopus, nothing that hasn't been sorted but still annoying. My experience with EDF was excellent on the other hand and tbh much better.

BUT

I think you have to look at the bigger picture and beyond your own experience which is why this forum is useful. The consensus here is that Octopus is consistently better than others when it comes to customer service. And folks here are a demanding lot and not inclined to hold back when things are wrong. So on balance, although my experience of Octopus hasn't been particularly good I'm happy to accept that my direct experience is based on a sample of just one so happy believe that Octopus has had the edge.

I do think they are getting slower though and as has been pointed out by others they are consistently inconsistent which seems to apply to billing dates. 

Tongue in cheek of course but I think they should invest in a decent billing system like EDF's which always worked flawlessly for me :-) 

MikeJXE

My bill is available and my DD is registered 

My credit increased to £403 so I asked for a refund of £250 10 minute ago

Reply already from Octopus is £250 will be back in my account within the next 10 days

That takes some beating 

pete-20-11

Octopus let me set my direct debit to £5 instead of the recommended £55. Via their website. Simple. 

A lot of energy companies wouldn't let me do that. 

I have solar, so I hope the export payments will help cover my import and at least some of the gas. 

I've found them to be a really good energy supplier. Fighting for new ways of doing stuff. Innovating. Twitter aka X team via DM is brilliant. 

kingstreet

I asked something on Twitter on Sunday afternoon (couldn't change tariff online) and it was sorted on Tuesday morning. I count that as decent service.

QrizB

I emailed to request a refund at 20:01 tonight.

I received a reply from a human being saying it was being processed at 20:05.

I sent a thank-you at 20:07 and had a reply to that at 20:22!

HillStreetBlues

MikeJXE said:

I always give Octopus my meter readings on the first of the month.

Up to January 2024 a couple of days later I would get the bill online up to the last day of the month of January. 

I have noticed my January bill was dated  6th February and the bill was later than usual.

Now we are March 5th. My DD was deducted from my bank as usual on the 1st 

I don't have a bill yet, my DD doesn't show up yet my balance has gone down

Any ideas what gives ? 

Same here.
Give reading at end of month, sometimes got bill same day as reading others a day later. Since the start of 2024 both taken a week.