Octopus customer service

Beeblebr0x

Has their customer service deteriorated recently? I sent an email and have had to chase Octopus twice for a reply. It's the correct address as I get an auto acknowledgement.

Smith2001uk

Odd. I emailed last night after hours. Got a reply at 0805hrs (Saturday) and replies with about 2 follow ups. Very happy with it. Maybe mine was just a quick query. 

ka7e

Any time I've emailed, the replies seem to be from bots - they have just parroted my enquiry back to me and asked me to contact them again if the problem isn't resolved in a few days. Messages via X were answered and resolved within hours, but the best way to contact them seems to be a phone call. My balance was updated but I hadn't had a bill in 2 months and a phone call resulted in a bill appearing on my account within minutes.

Beeblebr0x

A phone call is my next move. I'll put them on the spot.

Qyburn

Yes, it's crap. They seem to have a system where the first line agents are expected to handle everything even if they don't have a clue, and don't pass on to anyone who actually knows what they're talking about. For example when I as asking about processes and formalities about registering for export, I was told an absolute pile of nonsense. When I challenged some points, she eventually responded that she was "just going by what I've heard".

Equality I had a smart meter issue ongoing for several months, even raised as an escalated complaint, before anyone their smart meter people even looked at it,

Bill_McLaren

I can confirm Octopus customer service continues to be the worst around.

They hounded my mother for vastly inflated estimated payments for her empty house while she was living with me. Now that she has died and I'm trying to sort out the house they appear to be picking figures out the air at random, they didn't know they had swapped the gas meter, they have tried to do a partial refund to her account 3 months after being told it's closed, they are dragging their heels over doing an update to the electricity meter that is preventing me moving from these cowboys and their idea of dealing with a formal complaint is passing it to someone else that doesn't know what they are doing and ignored emails.