Octopus Accounts nuked by Octopus!

grn99

This really isn't my day.....

Well if I thought BG are bad Octopus now comes a really close second. As of this week, suddenly no access to mine or my father's energy accounts. No online access, no app access and my phone number not recognised as belonging to an account. And apparently no audit trails for such changes made by Octo staff!!!

The person I spoke to tells me that's impossible to have two accounts sharing a phone number and email - the very setup that has worked since day one, when I brought my parents account on-board.

She was very convinced this is not possible and therefore the customer is incorrect and mistaken!

So no account access to see or do anything..this problem seemed to be lost on her. It seems there is no compliants" section" (I asked); each CS rep sorts their own complaints!!! I can see that working!

Whilst my view on BG is unchanged, my view on Octopus based on the most recent nuking of my accounts and the telephone conversation puts them a very close second. Moving away is becoming tempting yet again.

FlorayG

Customer Service can be a pain if you get the wrong person on the line. I had an engineer here once trying to fix my smart meter, decided it couldn't be fixed, called CS himself to make me another appointment to fit a new one. The CS he spoke to tried to give him advice on getting it repaired - I heard him say " I'm the EN-GIN-EEEEEER I think I know what I'm doing" 

northernstar007

i'm running my elderly mother acc and also mine on the same mobile number
using different email address for both acc's as the sys wouldnt let me register the same email twice

have you hit "i've forgotten my password" on login page

Flugelhorn

Must check mine - I have 2 accounts but use different emails - same phone number

grn99

northernstar007 said:

i'm running my elderly mother acc and also mine on the same mobile number
using different email address for both acc's as the sys wouldnt let me register the same email twice

have you hit "i've forgotten my password" on login page

I haven't but she told me my email login and the phone number have been removed.... she'll look into it in a few days when she is on "complaints time"...yes, I kid you not.

grn99

To show what I now get, courtesy of Octopus.....

Sea_Shell

When I open the app, it tells me I've been logged out for security reasons (every 6 months apparently), but only been with them for two!!

Haven't got my password to hand to see if it lets me log back in.

northernstar007

grn99 said:

To show what I now get, courtesy of Octopus.....

try hitting menu and then"home"  then on the right hit account and email and password should be on screen

grn99

northernstar007 said:

grn99 said:

To show what I now get, courtesy of Octopus.....

try hitting menu and then"home"  then on the right hit account and email and password should be on screen

Thanks, but there is no "home" now after pressing menu. I just get the "you don't seem to have any accounts linked". Consistent if nothing else I guess!

The_Hawk

grn99 said:

northernstar007 said:

grn99 said:

To show what I now get, courtesy of Octopus.....

try hitting menu and then"home"  then on the right hit account and email and password should be on screen

Thanks, but there is no "home" now after pressing menu. I just get the "you don't seem to have any accounts linked". Consistent if nothing else I guess!

If you are having issues with Octopus CS via the telephone, then Direct Message them on X (what was Twitter). I've always found them to be very good and very quick on X and you also have a record of the conversation.

Octopus are also on Bluesky now, but I've no idea if they are responding to messages on there.

molerat

Even I have got an account with them - and I haven't been a customer since 2018 !