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,