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    • MSE Karl
    • By MSE Karl 13th May 16, 3:21 PM
    • 140Posts
    • 46Thanks
    MSE Karl
    Octopus Energy reviews: Give your feedback
    • #1
    • 13th May 16, 3:21 PM
    Octopus Energy reviews: Give your feedback 13th May 16 at 3:21 PM
    This is a feedback thread on energy supplier

    Octopus Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you havenít already, join the forum to reply.
    Last edited by Former MSE Andrea; 14-09-2017 at 1:53 PM.
Page 14
    • JStewer
    • By JStewer 16th May 19, 5:57 PM
    • 41 Posts
    • 6 Thanks
    Existing customers are paid to entice others to join
    Are all the positive reviews for Octopus still valid? I emailed them earlier in the week to ask about their smart meters, no reply. I sent them a couple of messages on Facebook, no reply there either. Seems to be a lot of complaints about their service on Facebook too. Are Octopus having problems?
    Originally posted by grimsalve
    ... which often means feedback is artificially favourable.
    • Umiamz
    • By Umiamz 16th May 19, 6:13 PM
    • 107 Posts
    • 42 Thanks
    They took around 2.5 days to reply to my request to change tariff this week.
    • kenv
    • By kenv 17th May 19, 10:49 AM
    • 1 Posts
    • 0 Thanks
    I switched to them just before Christmas from Bulb. In terms of responsiveness both Bulb and Octopus are much the same. The move was prompted by Octopus having a competitive fixed rate where as Bulb had only the one variable rate which had just gone up quite substantially (since when it has dropped down).
    I find that I normally get a response from Octopus within 24 to 36 hours. But I recall that before I became a customer a question to them about smart meters took over a week for a response.
    On the subject of smart meters these were fitted in March, but they are only able to see and take readings from the Gas meter. Their meter supplier claims that my previous supplier (Bulb) are connected to the electricity meter, but my enquiries to Bulb were responded to quickly and to the effect that as I no longer had an account with them they would not be connected and as the Octopus meter was SMETS1 it was unlikely they would be able to connect. So now Octopus are following this up, but I am not expecting a quick resolution!!
    • easy
    • By easy 19th May 19, 3:20 PM
    • 2,333 Posts
    • 2,743 Thanks
    When I switched to octopus at the beginning of 2018 I couldn't have been happier. Easy efficient switch, no problems.
    I started my switch over to Bulb on 18/03/19 via MSE energy club, and I haven't yet received my credit balance back.

    Bulb emailed to tell me that Octopus had my meter readings on 19th April
    I chased my refund on 25th April, and got a reply on 2nd May to tell me that they didn't have gas reading from my new supplier (strange since both readings were submitted together, and bulb had confirmed the readings in their email to me)
    Today I have sent Octopus this email

    "I have an email from my new supplier, dated 19/04/19 telling me that
    “We've heard back that your old supplier has received both your gas and electricity readings of 7685 and 78251. This means they have everything they need to close up your account. “

    Even though you told me on 02/05/19 that you were still waiting for the Gas reading.

    So, WHEN will I receive a refund of my credit balance of £289.89 ? This isn’t an insignificant sum, I really need this money, and I find this long delay indicative of sharp practice.
    Please explain why this refund has taken so long, and refund my account ASAP. "

    I do find it flipping annoying that they are only open for phone calls monday - friday 9:00 5:00 when I'm at work ...

    so my review is ... great when you are transferring to them, no problems during the period of supply, but they are tight-fisted when it comes to getting your money back at the end of the contract
    I try not to get too stressed out on the forum. I won't argue, i'll just leave a thread if you don't like what I say.
    • gsmlnx
    • By gsmlnx 25th May 19, 12:48 PM
    • 1,635 Posts
    • 1,195 Thanks
    Now Octopus are using cold calling to sell their wares. And said cold callers didn't read the big notice on the door which tells them all to go away.

    Never a good sign for any company to use cold calling or to ignore signs about said activities not being welcome.
    • barbie51
    • By barbie51 27th Jun 19, 5:06 AM
    • 7 Posts
    • 5 Thanks
    Advice needed!
    Do Octopus insist on a Smart Meter being fitted? I am fuming after a recent switch to EDF who now say my tariff means I have to have a Smart Meter which I don't want I will probably have to bear paying an exit fee to change.
    • Umiamz
    • By Umiamz 27th Jun 19, 5:23 AM
    • 107 Posts
    • 42 Thanks
    Do Octopus insist on a Smart Meter being fitted? I am fuming after a recent switch to EDF who now say my tariff means I have to have a Smart Meter which I don't want I will probably have to bear paying an exit fee to change.
    Originally posted by barbie51
    No, itís entirely up to you. They have some specialist tariffs that require a smart meter (Octopus Agile and Octopus Go) but they wonít hassle you on their other tariffs.
    • bristolleedsfan
    • By bristolleedsfan 27th Jun 19, 6:06 AM
    • 7,887 Posts
    • 9,897 Thanks
    Octopus Energy offer 12 Month fixed rate tariffs with no exit penalties thus if anything someone does not like about them free to switch again.
    • 1854
    • By 1854 27th Jun 19, 1:32 PM
    • 31 Posts
    • 42 Thanks
    For anyone thats a customer with Octopus and promotes referrals on their account, what information does Octopus pass over to you on a successful referral ? As a for instance would you get customer name and email address ? Thanks
    • 1854
    • By 1854 27th Jun 19, 1:38 PM
    • 31 Posts
    • 42 Thanks
    Do Octopus insist on a Smart Meter being fitted? .
    Originally posted by barbie51

    There is a bit on this on the Octopus web site under the Help and FAQ's ( found via the menu button at the top of the page) , if you click the section on Meters there is a question in there titled ' Do I Have to Have a Smart Meter ?'
    Last edited by 1854; 27-06-2019 at 1:39 PM. Reason: relevance
    • Umiamz
    • By Umiamz 27th Jun 19, 1:51 PM
    • 107 Posts
    • 42 Thanks
    For anyone thats a customer with Octopus and promotes referrals on their account, what information does Octopus pass over to you on a successful referral ? As a for instance would you get customer name and email address ? Thanks
    Originally posted by 1854
    You just get the name (first and last).
    • Timredd
    • By Timredd 16th Aug 19, 9:52 AM
    • 1 Posts
    • 0 Thanks
    Referring as a friend
    When I joined octopus using a referral, I just had the first name of the person I had the referral from. That's all I saw. I got my £50 after joining up.
    • AbiParker27
    • By AbiParker27 30th Aug 19, 9:26 AM
    • 1 Posts
    • 0 Thanks
    Octopus Energy
    Initially I did have a few hiccups with Octopus, but I have to say they have some of the best customer service I've ever experienced, and they rectified the situation quite quickly.
    Also - they do a lot of contact via email, which was great because it meant I could show everything that had been said between us!

    And of course - they are all green energy!!
    Overall, would recommend Octopus (: plus, every time you update your meter reading you get a free spin to win some money off your next bill.
    • Umiamz
    • By Umiamz 30th Aug 19, 9:29 AM
    • 107 Posts
    • 42 Thanks
    I've found their email response poor, recently. It's taking up to a week to answer emails. Twitter gets you a much quicker response, though.
    • Umiamz
    • By Umiamz 30th Aug 19, 9:34 AM
    • 107 Posts
    • 42 Thanks
    Also, I had smart meters (SMETS1 - SMETS2 not yet working in my area) fitted over 4 weeks ago. Electricity meter appeared in my account after a couple of days and I was quickly switched to the Agile tariff.
    However, the gas meter still hasn't appeared in my account and it is still showing the old one. Octopus tell me it can take around 4 weeks but not sure if I'm being fobbed off or not! Anybody else had this?
    • tonycottee
    • By tonycottee 11th Sep 19, 11:55 AM
    • 1,219 Posts
    • 2,293 Thanks
    Been with Octopus for a couple of months and no issues. My smart meter from First Utility (now Shell) works again too! Not that I use it.
    • DanKy
    • By DanKy 9th Oct 19, 7:50 PM
    • 1 Posts
    • 0 Thanks
    On 31st July, I submitted electricity meter readings, not noticing how high the difference was in comparison to the previous month. It transpires (after receiving my bill) that I had used 3 times as much electricity as my previous month's. My electricity bills went from £25-£30 per month to over £100.00!!! How is this even possible when nothing has changed, if anything I have reduced due to working more hours out of my home.

    I immediately called Octopus Energy about my issue, they told me to carry out a test to isolate all power and see if my meter increases on its own. Well, it did, 3kwh over the space of 2 hours. This would equate to around £7.00 per day with no power being drawn through the meter. Evidence was sent through and they booked an engineer in to have a look. Well, a month later when the engineer was supposed to turn up, a day before they were scheduled, Octopus Energy said "the engineer was unable to stick with your appointment so can we book it in for another few weeks?" How is it possible that the engineer you booked in, manage to unbook themselves from an appointment. It is Octopus Energy's responsibility to manage this appointment successfully. So, engineer arrives, doesn't know what he's doing properly, has to resort to calling someone else and asking then what to do, goes away, I hear nothing from Octopus Energy. I had to chase them to find out what the outcome was. They said my meter was working fine based on the report from the engineer!! I'm sorry but judging by the incompetencies of the engineer, I very much doubt that 'his' findings were accurate, especially when it is clear that my meter reading is increasing at a significant rate with no power being on.

    So...another engineer is booked in by Octopus Energy. Their 3rd party engineer company call me and I ask them will this test be the same as last time, they said 'yes it will'. I ask them, 'why on earth would you carry out the same test as last time?' Their response was that Octopus Energy instructed them to do this test. Engineer comes out 2 weeks later, does the same test and guess what? Nearly 2 weeks later I STILL have not received any response from Octopus Energy on this 'test' but I have received an email from them about them wanting to increase my direct debit to ensure that I'm up to date regarding payments for my increase of energy!!!!!

    Are you having a giraffe??? My bills are high because there is a problem with my meter that YOU are supposed to be fixing Octopus Energy!!!!

    This has been taken to the Energy Ombudsman as an official complaint.
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