Octopus Complaints procedure

MouldyOldDough

I currently have a complaint with Octopus regarding how I am supposed to be aware of "Saving sessions/ free electric" when they don't let me know by email. they claim to send emails to all signed on customers.

I have been unable to join any sessions at all since they started them.

I have complained many many times in the last 12+ months and every time have been fobbed off with "It must be YOUR email" etc - but now I have an official complaint in progress because it appears that Octopus are at fault

Anyone else in the same position as me ?

How long would you expect a simple complaint like this would take ?

Its been 2 weeks with no solution yet......

Mark_d

I am signed up with Octopus and I do receive their emails.  If you are not receiving your emails and they are not going into s spam folder then maybe your email service is rejecting the emails from Octopus.  I suggest signing up for a new email account, eg. Protonmail, and getting Octopus to email you at that address.

EssexHebridean

I suspect it might be a lengthy one by the time they've gone through asking you to check every aspect that could be affecting things, and I'd imagine they'll want you to send back screenshots of settings etc as well so they can confirm that it isn't a problem at your end. If all appears OK at their end, to them, then it's far from simple. 

MattMattMattUK

MouldyOldDough said:

I currently have a complaint with Octopus regarding how I am supposed to be aware of "Saving sessions" when they don't let me know by email. they claim to send emails to all signed on customers.

I have been unable to join any sessions at all since they started them.

I get the emails, although a few did get sent to spam. The sessions also get shown in the app and on the website, as well as getting posted on the Energy forum on here by various users. Have you checked both your spam/junk and the communication preferences section on the Octopus site?

MouldyOldDough said:

I have complained many many times in the last 12+ months and every time have been fobbed off with "It must be YOUR email" etc - but now I have an official complaint in progress because it appears that Octopus are at fault

Anyone else in the same position as me ?

What makes you certain that Octopus are at fault?

MouldyOldDough said:

How long would you expect a simple complaint like this would take ?

Its been 2 weeks with no solution yet......

Is it simple? Their systems likely show that they are sending the emails, you are saying that they have not received them in your Inbox. That may be a simple as them regarding the matter as resolved, they may be having something checked behind the scenes. It may be that there is no "solution" forthcoming, especially if it is an issue with your email/spam filters. 

Without knowing why you are certain that it is the fault of Octopus it is hard to comment further. 

born_again

Do you get bills via email?
Who is your email provider?
Have you opted out of marketing emails?

I get the emails on saving sessions, same as bills. All come through fine via google mail.

How long a complaint takes is anyone's guess, as will involve different internal departments. They have 8 weeks, but not even sure that taking it to Ofgem will see a result, as it is a internal process & not a mandatory process.

kazwookie

Have you checked your email setting in your Octopus account?

(log in

Hi MOD

Just under that in blue is Personal details

Click on that and scroll down slightly, it should show your email settings, does it say you will accept their emails?, check the others as well)

If you are not happy with any of the answers you need to edit them.

It seems I am having free elec 12 -1 tomorrow WM and hoovering for me.

born_again

Would be worth that there is no block on 

hello@octopus.energy

Which is where the free energy sessions come from.

Must remember to charge a car. 

MouldyOldDough

Mark_d said:

I am signed up with Octopus and I do receive their emails.  If you are not receiving your emails and they are not going into s spam folder then maybe your email service is rejecting the emails from Octopus.  I suggest signing up for a new email account, eg. Protonmail, and getting Octopus to email you at that address.

I do receive emails from Octopus (bills and other stuff) - just NOT info on saving sessions

everything comes from hello@ which implies that the problem is at their end

debitcardmayhem

MouldyOldDough said:

Mark_d said:

I am signed up with Octopus and I do receive their emails.  If you are not receiving your emails and they are not going into s spam folder then maybe your email service is rejecting the emails from Octopus.  I suggest signing up for a new email account, eg. Protonmail, and getting Octopus to email you at that address.

I do receive emails from Octopus (bills and other stuff) - just NOT info on saving sessions

everything comes from hello@ which implies that the problem is at their end

No it doesn’t , i just had one for tomorrow, from hello…….
check the app

MattMattMattUK

MouldyOldDough said:

Mark_d said:

I am signed up with Octopus and I do receive their emails.  If you are not receiving your emails and they are not going into s spam folder then maybe your email service is rejecting the emails from Octopus.  I suggest signing up for a new email account, eg. Protonmail, and getting Octopus to email you at that address.

I do receive emails from Octopus (bills and other stuff) - just NOT info on saving sessions

everything comes from hello@ which implies that the problem is at their end

Having a reasonable understanding of how spam filters work I would suggest that it implies nothing at all, the ones that only work based on an email address are very rudimentary. Modern filters scan subject, body, headers, even check where links point etc. and many now implement LLM/AI analysis.  You could for example have a situation where your email is blocking something with "Free" in the subject, or when the subject and body both mention "free" and "electricity". Generally bigger firms like Octopus will work with major email providers to have their servers green flagged, but it can still get blocked at the account level if a customer has blocked that as well. 

Something else to note is you also need to be signed up to Octoplus and have opted in to the Saving Sessions.
https://octopus.energy/free-electricity/

If you use the below link with your own account number (or you can get there from the Octoplus section on the website), what does it say at the top, does it show you are opted in, does it show the next session being tomorrow?
https://octopus.energy/dashboard/new/accounts/INSERTACCOUNTNUMBERHERE/free-electricity

Dogbyte009

Who's your email provider? Most will have a 'safe senders' feature that prevents messages being blocked by spam filters if you've added them to an approved list.