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  • FIRST POST
    • MSE Karl
    • By MSE Karl 13th May 16, 4:21 PM
    • 72Posts
    • 23Thanks
    MSE Karl
    Octopus Energy reviews: Give your feedback
    • #1
    • 13th May 16, 4:21 PM
    Octopus Energy reviews: Give your feedback 13th May 16 at 4:21 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 haven’t already, join the forum to reply.
    Last edited by MSE Andrea; 14-09-2017 at 2:53 PM.
Page 4
    • gsmlnx
    • By gsmlnx 8th Jan 18, 2:11 PM
    • 884 Posts
    • 689 Thanks
    gsmlnx
    Referral links are only to be found in the Referrals Board - have a look there.
    • michellej1980
    • By michellej1980 9th Jan 18, 1:16 AM
    • 31 Posts
    • 6 Thanks
    michellej1980
    Thanks Michelle, here's hoping!
    Originally posted by Curos
    There are some links here: http://forums.moneysavingexpert.com/showthread.php?t=5646493&highlight=octopus+referra l
    • royston vasey
    • By royston vasey 16th Jan 18, 1:33 PM
    • 14 Posts
    • 2 Thanks
    royston vasey
    Leaving Octopus
    Reply to earlsgate 19 dec 17 & jblackmore 20 Dec 17

    Did you receive your refund after pressing them? I switched on 3 Jan but they have not yet taken any action to close the account or refund my considerable overpayment, indeed they are intending to take a further monthly DD. (when I switched to them my previous major supplier tied everything up in less than 10 days).
    I would guess that nearly all their customers are keen on price comparison & as soon as the firm ceases to have the best deals folk leave in droves. Would this cause a Carillion situation?
    Last edited by royston vasey; 16-01-2018 at 1:40 PM. Reason: show to whom reply relates
    • Hengus
    • By Hengus 16th Jan 18, 1:41 PM
    • 5,909 Posts
    • 3,643 Thanks
    Hengus
    Reply to jblackmore 20 Dec 17

    Did you receive your refund after pressing them? I switched on 3 Jan but they have not yet taken any action to close the account or refund my considerable overpayment, indeed they are intending to take a further monthly DD. (when I switched to them my previous major supplier tied everything up in less than 10 days).
    I would guess that nearly all their customers are keen on price comparison & as soon as the firm ceases to have the best deals folk leave in droves. Would this cause a Carillion situation?
    Originally posted by royston vasey
    Under EU Law and the terms of their Supply Licence, suppliers have 6 weeks from the date of transfer of supply to raise a Final bill. All meter readings on switch are passed to an independent industry third-party for verification. This process can take up to 10 days. It is often the case that the losing supplier will take a further DD after the date of transfer. This will be refunded as part of your Final Bill.
    • royston vasey
    • By royston vasey 16th Jan 18, 1:54 PM
    • 14 Posts
    • 2 Thanks
    royston vasey
    Leaving Octopus
    Under EU Law and the terms of their Supply Licence, suppliers have 6 weeks from the date of transfer of supply to raise a Final bill. All meter readings on switch are passed to an independent industry third-party for verification. This process can take up to 10 days. It is often the case that the losing supplier will take a further DD after the date of transfer. This will be refunded as part of your Final Bill.
    Originally posted by Hengus
    Thank you for that info.
    Is there any protection for customers should the company fail to refund money (as with bank deposits)? Small energy companies greater risk?
    Is it wise to cancel a DD that will only add to the refund due, or will that cause problems? (I cancelled my DD when I left Sky and they failed to refund me, claiming not to have my bank details)
    • footyguy
    • By footyguy 16th Jan 18, 2:03 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    Reply to earlsgate 19 dec 17 & jblackmore 20 Dec 17

    Did you receive your refund after pressing them? I switched on 3 Jan but they have not yet taken any action to close the account or refund my considerable overpayment, indeed they are intending to take a further monthly DD. (when I switched to them my previous major supplier tied everything up in less than 10 days).
    I would guess that nearly all their customers are keen on price comparison & as soon as the firm ceases to have the best deals folk leave in droves. Would this cause a Carillion situation?
    Originally posted by royston vasey
    A supplier is allowed up to 6 weeks from an actual switch away from them to produce a final bill.
    Suppliers do not usually refund until they have produced that final bill, because they won't know how much to refund.
    Likewise they cannot ask you for an additioanl payment until that final bill, as again they won't know how much you might owe until that final bill is produced.

    The majority of any supplier's customers are known as "sticky" customers. i.e one they are with a supplier (often attracted by an initial good rate) they will then stick with that customer, even after the initail deal has long expired. That often then puts the customer onto the suppliers most expensive (and profitable) deemed tariff.

    Hence why so many suppliers are happy to not only provide a very competititve tariff to attract customers in the first instance, but also often entice them even further with generous 'backhanders' to join them. The supplier knows that once they have 'snared' them, they will make a profit from most of them ... eventually.
    Last edited by footyguy; 16-01-2018 at 2:08 PM.
    • footyguy
    • By footyguy 16th Jan 18, 2:18 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    ...
    Is it wise to cancel a DD that will only add to the refund due, or will that cause problems? (I cancelled my DD when I left Sky and they failed to refund me, claiming not to have my bank details)
    Originally posted by royston vasey
    As you have found with other contracts, it invariably causes issues.
    The supplier should stop collecting payments eventually, but it's one of the issues you have to consider when switching supplier. i.e. you may be paying 2 direct debits to 2 different suppliers for a month or 2 after switching.

    In fact I had an issue with one of the big 6. I was paying by DD, they eventually sent me a final bill, and to be fair did not attempt to collect further payment by DD after that final bill had been produced.

    However, the final bill showed I was owed a small credit, which they were to refund me. So as no further payment was to be collected, they could not inform my bank to cancel the DD mandate.
    So I then cancelled it.
    That sent EDF's computer almost into meltdown.
    Fisrt the snotty letter saying I had cancelled my DD mandate (as the bank tells the supplier) and I should contact them to reinstate it immedaitely.
    Then a revised final bill, this one cancelling the last 3 months charges and re-applying them at the standard varaible tariff without any DD discount, allegedly because I was in beach of contract, and that was what the contract allowed (if it occurred mid contract)

    To be fair, after I then contacted them, they did agree it was silly in my circumstances, and re-instated the original final bill. And then re-instated the Direct Debit mandate(seems they could do it themselves anyway), which apparently they needed to do to send me the credit they owed me.
    So then I had to cancel it again...
    • footyguy
    • By footyguy 16th Jan 18, 2:27 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    Thank you for that info.
    Is there any protection for customers should the company fail to refund money (as with bank deposits)?
    Originally posted by royston vasey
    Unlikely to happen. If the final bill, correctly calculated, says you are owed money, the supplier should pay it.
    If not, follow the supplier complaint procedure

    Small energy companies greater risk?
    Originally posted by royston vasey
    If anything, it was the larger companies who were the ones found to at one time held onto your money

    https://www.moneysavingexpert.com/utilities/reclaim-energy-bill-refunds

    But the rules have now been made clear. They must refund money owed once you leave them. (Note that MSE article is now archived)

    Good luck!
    • Hengus
    • By Hengus 16th Jan 18, 2:28 PM
    • 5,909 Posts
    • 3,643 Thanks
    Hengus
    Thank you for that info.
    Is there any protection for customers should the company fail to refund money (as with bank deposits)? Small energy companies greater risk?
    Is it wise to cancel a DD that will only add to the refund due, or will that cause problems? (I cancelled my DD when I left Sky and they failed to refund me, claiming not to have my bank details)
    Originally posted by royston vasey
    There are two protections:

    1. If they are still trading you can report them to Ofgem for a breach of their Supply Licence, and you can make a claim through The Small Claims Court.

    2. If they go out of business, then your unpaid credit is protected by Ofgem under its Supplier of Last Resort procedures. I had transferred away from GBEnergy when they went bust, and my £70 credit was refunded to me by the new supplier a few weeks later.
    • royston vasey
    • By royston vasey 16th Jan 18, 3:28 PM
    • 14 Posts
    • 2 Thanks
    royston vasey
    2. If they go out of business, then your unpaid credit is protected by Ofgem under its Supplier of Last Resort procedures. I had transferred away from GBEnergy when they went bust, and my £70 credit was refunded to me by the new supplier a few weeks later.
    Originally posted by Hengus
    Very good. Thank you for your help, a re-assurance. In these post interest days firms holding on to my money is no great loss as long as the capital sum arrives (fairly) eventually. I note that Tonik offer 3% interest on credit balances (however calculated). Should ensure prompt settlement when leaving!?!
    • jblackmore
    • By jblackmore 17th Jan 18, 8:45 AM
    • 99 Posts
    • 37 Thanks
    jblackmore
    Reply to earlsgate 19 dec 17 & jblackmore 20 Dec 17

    Did you receive your refund after pressing them?
    Originally posted by royston vasey
    My supply switched away from Octopus on 17th November.

    I thought Octopus website said final bill would be within 28 days, so chased by email on 18th December at 08:51 and got final bill email at 16:50 same day, advising credit balance would be refunded within 10 working days

    Money was credited to my bank account on 22nd December (so 4 working days later), so I cancelled DD that day.

    December DD (due on 7th) wasn't taken, but I did get an email on 30th December asking for meter readings, and on 3rd January complaining I'd cancelled direct debit and to contact octopus within 5 days to arrange payment, I ignored these as clearly automated emails. I was surprised Octopus weren't a bit more up to date, but I am guessing they don't run the system themselves but are using one of the big suppliers billing systems which are as old fashioned as they are.

    6 weeks seems crazy to allow for final bill, but the whole energy market is clearly not run for customers, as the hassle/delay of switching is ridiculous, I don't understand why they need a 3 week cooling off period (ripping off period more like), 6 weeks for final bill and 10 working days for refund are all ridiculously stretched out to the benefit of suppliers and to put people off swapping.

    I don't think there is much risk of a Carillion style collapse, as these 'energy companies' don't really do very much, they don't actually supply energy, at most they just provide billing and customer services (and many outsource this to existing suppliers who have the infrastructure, or call centre management companies). Given they must know their energy cost in advance to set tariffs they shouldn't be able to make a net loss providing they have a calculator. And surely they should appreciate the nature of the energy market is new suppliers come in cheaper, then when they increase prices after the first year a significant number of customers will jump ship (as they did to join), so they must plan around this to not overcommit.

    GB energy (who I was leaving just as they collapsed) I understand only had a handful of actual employee's, everything from call centre to billing was outsourced.
    • fox warrior
    • By fox warrior 24th Jan 18, 5:08 PM
    • 87 Posts
    • 39 Thanks
    fox warrior
    No brainer
    I eagerly waited for the MSE big switch number 9 but was disappointed for me as it doesn't save me enough money to warrant a switch to a different provider . However I noticed Octopus has a tariff that could save me £40 so I emailed them to ask if it was available to existing customers. I got a quick reply as always and, yes it's available to existing customers and was advised to use the MSE link to switch tariffs and I'll get £25 cash back. No brainer.
    Last edited by fox warrior; 25-01-2018 at 8:46 AM. Reason: To remove a word.
    Thanks for reading. Live long & prosper
    • Sparx
    • By Sparx 24th Jan 18, 10:12 PM
    • 893 Posts
    • 493 Thanks
    Sparx
    Am I missing something? I took the Iresa Flex4 switch last year - this year there are a few small companies coming up saying I can save £20-30 a year...

    But everyone is now on about Octopus, but even Iresa's Flex5 is cheaper this year still - why are people still going for Octopus when it's slightly more expensive? Or is it really that great service you don't mind paying an extra £5pm for gas/electric?

    Even with £50 cashback switching to Octopus, it would cost me £60 over 12 months as I would be paying £5 more a month...
    • fox warrior
    • By fox warrior 25th Jan 18, 8:56 AM
    • 87 Posts
    • 39 Thanks
    fox warrior
    Am I missing something? I took the Iresa Flex4 switch last year - this year there are a few small companies coming up saying I can save £20-30 a year...

    But everyone is now on about Octopus, but even Iresa's Flex5 is cheaper this year still - why are people still going for Octopus when it's slightly more expensive? Or is it really that great service you don't mind paying an extra £5pm for gas/electric?

    Even with £50 cashback switching to Octopus, it would cost me £60 over 12 months as I would be paying £5 more a month...
    Originally posted by Sparx
    Iresa flex 5 is only £4 a year cheaper than Octopus for me. The reviews for customer rating are poor for Iresa MSE Customer Service Rating: 39% Great, 17% Okay, 44% Poor (140 votes). Octopus is - 90% rated it 'great' and only 3% 'poor' (177 votes). Your answer might be in there.
    Thanks for reading. Live long & prosper
    • ASavvyBuyer
    • By ASavvyBuyer 25th Jan 18, 11:30 AM
    • 775 Posts
    • 2,078 Thanks
    ASavvyBuyer
    Is it possible to use a referral code for Octopus, for the £50 cashback, and also switch to the MSE BigSwitch 9 Octopus 14th Month fixed contract ?

    Or is that 14th month contract only available without using a £50 referral code ?
    • MSE Dan L
    • By MSE Dan L 25th Jan 18, 11:40 AM
    • 652 Posts
    • 401 Thanks
    MSE Dan L
    I eagerly waited for the MSE big switch number 9 but was disappointed for me as it doesn't save me enough money to warrant a switch to a different provider . However I noticed Octopus has a tariff that could save me £40 so I emailed them to ask if it was available to existing customers. I got a quick reply as always and, yes it's available to existing customers and was advised to use the MSE link to switch tariffs and I'll get £25 cash back. No brainer.
    Originally posted by fox warrior
    Hi Fox Warrior

    I'm afraid it seems like there must be some crossed wires here. Octopus doesn't let us help you change tariffs with it outside of the collective tariff. On our results page, you'll see a 'Go to Site' button, meaning you have to arrange the switch directly with Octopus. Unfortunately this means you'd not be eligible for cashback for a Octopus-Octopus non-collective switch.

    Thanks
    • MSE Dan L
    • By MSE Dan L 25th Jan 18, 11:41 AM
    • 652 Posts
    • 401 Thanks
    MSE Dan L
    Is it possible to use a referral code for Octopus, for the £50 cashback, and also switch to the MSE BigSwitch 9 Octopus 14th Month fixed contract ?

    Or is that 14th month contract only available without using a £50 referral code ?
    Originally posted by ASavvyBuyer
    Hi ASavvyBuyer

    I'm afraid this isn't possible. The MSE 14M tariff is only available via Cheap Energy Club, so it isn't possible to incorporate with a separate referral code.
    • fox warrior
    • By fox warrior 25th Jan 18, 1:43 PM
    • 87 Posts
    • 39 Thanks
    fox warrior
    Crossed wires ?
    Hi Fox Warrior

    I'm afraid it seems like there must be some crossed wires here. Octopus doesn't let us help you change tariffs with it outside of the collective tariff. On our results page, you'll see a 'Go to Site' button, meaning you have to arrange the switch directly with Octopus. Unfortunately this means you'd not be eligible for cashback for a Octopus-Octopus non-collective switch.

    Thanks
    Originally posted by MSE Dan L
    Looks like something is odd. Here's my chain of events. I got the big switch email. I logged in to my cheap energy club account. It shows my current provider to be Octopus and my tariff is Green Octopus Fixed 12M April 2017 v1. I clicked on the "Compare other tariffs" link. The results page came up. I noticed that Octopus, who I'm currently with, have a cheaper tariff. There was a "Switch and get cash back" link there. I emailed Octopus as follows,

    " Hi, I'm currently on your Green Octopus tariff, account number *********. (Bill Reference: ********* (14th Jan. 2018). I've just been checking out the MSE Cheap Energy Club big switch and I can see a cheaper tariff than mine. It's MSE Octopus 14 month fixed. Is this tariff available for me to switch to"?

    I got a reply as follows,



    Yes this tariff is available to existing customers! All you need to do is sign up through the MSE link they have sent you and we will update your account. Signing up through the link will also qualify you for £25 cash back.
    Kind Regards,
    Jordan at Octopus Energy

    I went back to my cheap energy club account, clicked the switch link. That took me to the page for me to fill in with the usual information that I get when switching providers. I'm not switching providers but that was the page that came up . I filled in the usual, name, contact details, bank account details etc, clicked the (I think it was) "Continue" button and away it went. I got the congratulations your switch is in progress email. My cheap energy club account shows "Switch in progress" as do all the switch links on my results page. From my end it looks like the switch is going through the same as any other switch I've done, even though I'm just switching tariffs with my current provider.
    Thanks for reading. Live long & prosper
    • ASavvyBuyer
    • By ASavvyBuyer 26th Jan 18, 5:30 PM
    • 775 Posts
    • 2,078 Thanks
    ASavvyBuyer
    !!!8220; Is it possible to use a referral code for Octopus, for the £50 cashback, and also switch to the MSE BigSwitch 9 Octopus 14th Month fixed contract ?

    Or is that 14th month contract only available without using a £50 referral code ?
    Originally posted by ASavvyBuyer !!!8221;


    Hi ASavvyBuyer

    I'm afraid this isn't possible. The MSE 14M tariff is only available via Cheap Energy Club, so it isn't possible to incorporate with a separate referral code.
    Originally posted by MSE Dan L
    Thanks Dan.

    However, worth noting that Octopus have the same rates available on a fixed contract for 12 months (instead of 14 months) and you are able to use a £50 referral code. So works out as an even better deal.

    It is worth checking the Referrals board for available links.

    Must say, when helping an older relative to sign up to Octopus is was very easy, quick email response, and account already set up ready for switch over next month.

    Just hope that the repayment of excess credit from Iresa does not take ages!
    Last edited by ASavvyBuyer; 26-01-2018 at 5:31 PM. Reason: typo
    Rhondda Cynon Taf, 4kWp, W roof, 30° pitch, 16 x 8.33 Eternity 250w E+10 panels, Solar Edge SE4000-16A Inverter + P300 Optimisers & REUK Diverter
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    • MSE Dan L
    • By MSE Dan L 29th Jan 18, 9:29 AM
    • 652 Posts
    • 401 Thanks
    MSE Dan L
    From my end it looks like the switch is going through the same as any other switch I've done, even though I'm just switching tariffs with my current provider.
    Originally posted by fox warrior
    Hi Fox Warrior

    Just to clarify, you absolutely CAN switch from an Octopus tariff to the 14M MSE collective tariff through CEC. What you can't do is switch from an Octopus tariff to any other Octopus tariff that is freely agreeable. The ability to do the tariff swap for the collective is a special condition we've in place, usually we can't help you change tariff with Octopus.

    Hope that helps to reassure you.
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