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  • FIRST POST
    • MSE Karl
    • By MSE Karl 13th May 16, 4:21 PM
    • 69Posts
    • 21Thanks
    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 havenít already, join the forum to reply.
    Last edited by MSE Andrea; 14-09-2017 at 2:53 PM.
Page 6
    • CudsN15
    • By CudsN15 26th Feb 18, 11:48 AM
    • 3 Posts
    • 0 Thanks
    CudsN15
    Hi Hengus,

    Thanks for the reply - To be clear I did not give Sainsbury's any readings - I gave my final meter readings to Octopus.

    When I checked my final bill from Sainsbury's that's where I noticed the wrong meter reading was on the gas bill and an estimated reading on the electrcity bill.

    I have not given Sainsbury's any readings - even now - as the Sainsbury's representative told me to contact Octopus to resolve this.

    As of yet I have not had an individual reply from Octopus.

    Thanks
    • CudsN15
    • By CudsN15 26th Feb 18, 12:58 PM
    • 3 Posts
    • 0 Thanks
    CudsN15
    I gave up waiting for an e-mail response and have now called them. 2 minutes to answer the call which is ok - tho the automated responses kept saying I should e-mail which they aim to answer within an hour and they aim to answer calls under 1 minute - so they are failing on both counts at the moment for me.

    However finally spoke to one of their representatives and she looked at my first e-mail from Friday (seems it was the first time it was read!) and once she clarified the issue explored a bit deeper and it seems they have made some mistakes. Apparently my gas reading hadn't registered but she couldn't explain how they generated a false one and gave it to Sainsbury's. Also they had a spurious electricity reading but hadn't passed that on!

    So now they have my opening readings from 2 weeks ago and todays readings and on Thursday I need to give some more which they will then give to Sainsburys for a final final bill.

    If all goes smoothly I'll see how I feel about them then.
    • Hengus
    • By Hengus 26th Feb 18, 4:58 PM
    • 5,734 Posts
    • 3,517 Thanks
    Hengus
    Hi Hengus,

    Thanks for the reply - To be clear I did not give Sainsbury's any readings - I gave my final meter readings to Octopus.

    When I checked my final bill from Sainsbury's that's where I noticed the wrong meter reading was on the gas bill and an estimated reading on the electrcity bill.

    I have not given Sainsbury's any readings - even now - as the Sainsbury's representative told me to contact Octopus to resolve this.

    As of yet I have not had an individual reply from Octopus.

    Thanks
    Originally posted by CudsN15
    Apologies - I have clearly misread your post:

    Quote. I spoke to a Sainsbury's representative (got through straightaway and they were very polite and professional) and they told me Octopus have given them a gas reading lower than the one I had given them and no Electricity meter reading! Sainsbury's then estimated the electricity but under estimated by just over 1,000 units! Unquote
    • Roddaz
    • By Roddaz 4th Mar 18, 9:42 PM
    • 2 Posts
    • 0 Thanks
    Roddaz
    Recently switched to Octopus, but somewhat worried about their admin systems. Gone with both gas & electricity, from BG. After switchover, received a somewhat confusing email about handover meter readings I'd already provided. Deduced this was just for electricity although it didn't say so, but readings were quoted in kWh, no mention of "units".
    My Octopus account showed no gas reading, but that it was "due soon". Queried all this via an email to them, got an auto reply saying current average responses were averaging 12 hours, but eventually got one 5 DAYS later ... The agent said he was as mystified as me as to why my gas reading didn't show in my account - very comforting - but answered my other questions satisfactorily.
    All a little vexing, but I have full confidence in Octopus' ability to get their tentacle out.
    • Hengus
    • By Hengus 5th Mar 18, 8:25 AM
    • 5,734 Posts
    • 3,517 Thanks
    Hengus
    Having signed up earlier in the month, just received an email from Octopus to say the transfer has started and switch should be complete by the date I selected. That's what I call efficiency!!

    [Removed]

    Happy saving!
    Originally posted by familyguy321
    You might call it 'efficiency' but most suppliers will inform switchers of the planned date of transfer, and the supply will be transferred on the stated date. Occasionally, things go awry but often this is down to the industry transfer process which has little to do with the actual supplier.
    • Hengus
    • By Hengus 5th Mar 18, 10:55 AM
    • 5,734 Posts
    • 3,517 Thanks
    Hengus
    Billing Date
    On what day of the month does Octopus bill from? I ask because some suppliers always bill from the last day of the month, and others use the date on which the supply was taken over.
    • ASavvyBuyer
    • By ASavvyBuyer 7th Mar 18, 9:10 AM
    • 753 Posts
    • 1,955 Thanks
    ASavvyBuyer
    Has anyone signed up for the "Agile" tariff that Octopus have launched.

    https://octopus.energy/agile/

    I understand you get a message each day to let you know what the rates, for each half hour, will be for the next day.

    Would be interesting to see what the actual rates are at the cheap times and when they normally occur.
    Rhondda Cynon Taf, 4kWp, W roof, 30į pitch, 16 x 8.33 Eternity 250w E+10 panels, Solar Edge SE4000-16A Inverter + P300 Optimisers & REUK Diverter
    + Toshiba RAS-10G2KVP-E Ultra High Efficiency Air Conditioner/Heat Pump
    • fox warrior
    • By fox warrior 7th Mar 18, 5:49 PM
    • 87 Posts
    • 39 Thanks
    fox warrior
    Agile tariff
    Has anyone signed up for the "Agile" tariff that Octopus have launched.

    https://octopus.energy/agile/

    I understand you get a message each day to let you know what the rates, for each half hour, will be for the next day.

    Would be interesting to see what the actual rates are at the cheap times and when they normally occur.
    Originally posted by ASavvyBuyer
    I've just been looking at it but I'm not keen of having a smart meter as the last time I enquired I was told they revert to being a dumb meter if you switch supplier. (Having to manualy take readings and submit them). If that is still the case I wouldn't be interested.
    Thanks for reading. Live long & prosper
    • fox warrior
    • By fox warrior 10th Mar 18, 3:46 PM
    • 87 Posts
    • 39 Thanks
    fox warrior
    Email response times
    I have been impressed with Octopus from the get go, but I emailed them on the 5th to ask when my next statement will be available. I got one back on the same day to say they are busy and will get back to me soon. Then another we'll get back to you soon email on the 6th. I still haven't had an answer so I've sent another email asking if they are any closer to giving me the answer to my enquirey. Not heard back yet. It's disapointing as up to now I haven't had a bad word for them. Hope this is just a one off.
    Last edited by fox warrior; 10-03-2018 at 3:47 PM. Reason: remove a duplicate word
    Thanks for reading. Live long & prosper
    • Hengus
    • By Hengus 10th Mar 18, 4:38 PM
    • 5,734 Posts
    • 3,517 Thanks
    Hengus
    I have been impressed with Octopus from the get go, but I emailed them on the 5th to ask when my next statement will be available. I got one back on the same day to say they are busy and will get back to me soon. Then another we'll get back to you soon email on the 6th. I still haven't had an answer so I've sent another email asking if they are any closer to giving me the answer to my enquirey. Not heard back yet. It's disapointing as up to now I haven't had a bad word for them. Hope this is just a one off.
    Originally posted by fox warrior
    I called them yesterday and got the standard message that I should use e-mail as CS normally responded within an hour. I am still waiting for a response a day later. I just wonder whether they have fallen into the trap of growing customer numbers leads to fault lines in customer service delivery times.
    • aj_m
    • By aj_m 11th Mar 18, 10:33 AM
    • 9 Posts
    • 9 Thanks
    aj_m
    A few months ago they switched from "account month" statements to generating one whenever you give a meter reading (or an estimated one after 3 months if no reading). I give a reading on the last day of the month and the statement is ready the next day. All very clear, accurate and efficient so far.
    • Hengus
    • By Hengus 11th Mar 18, 11:37 AM
    • 5,734 Posts
    • 3,517 Thanks
    Hengus
    A few months ago they switched from "account month" statements to generating one whenever you give a meter reading (or an estimated one after 3 months if no reading). I give a reading on the last day of the month and the statement is ready the next day. All very clear, accurate and efficient so far.
    Originally posted by aj_m
    Thanks. Sadly, Octopus like a number of the new/small suppliers writes about everything but the basics of getting an accurate bill. There is nothing about this in their FAQs or the contract terms and conditions.
    • fox warrior
    • By fox warrior 11th Mar 18, 4:29 PM
    • 87 Posts
    • 39 Thanks
    fox warrior
    Statements
    A few months ago they switched from "account month" statements to generating one whenever you give a meter reading (or an estimated one after 3 months if no reading). I give a reading on the last day of the month and the statement is ready the next day. All very clear, accurate and efficient so far.
    Originally posted by aj_m
    I do have a recollection of an email saying about going to 3 monthly statements but I've deleted it. I always give meter readings as soon as the email reminder arrives but I haven't had a statement since January. That's why I emailed them, just to check. I still haven't had anything back yet. It's not showing on my Octopus account either.
    Last edited by fox warrior; 11-03-2018 at 4:30 PM. Reason: To add the last sentence.
    Thanks for reading. Live long & prosper
    • ASavvyBuyer
    • By ASavvyBuyer 12th Mar 18, 10:29 AM
    • 753 Posts
    • 1,955 Thanks
    ASavvyBuyer
    Octopus Billing/Statements
    On what day of the month does Octopus bill from? I ask because some suppliers always bill from the last day of the month, and others use the date on which the supply was taken over.
    Originally posted by Hengus
    I can now confirm what others have said about getting a bill/statement when you submit a reading.

    Had the email from Octopus over the weekend confirming that the Opening Reading had been approved.

    Therefore, submitted a meter reading yesterday; on-line account updated immediatly with new balance and email received this morning with a pdf of the new bill/statement attached.

    All details clear and correct, including referral payments.

    Feels good to get back to good customer service, but at an overall price cheaper than Iresa when you take into account the referral scheme payments.

    Now just waiting for the final bill from Iresa; which, as I know we will owe them some money, will probably arrive a bit quicker than if the account was in credit.
    • Hengus
    • By Hengus 12th Mar 18, 12:00 PM
    • 5,734 Posts
    • 3,517 Thanks
    Hengus
    I can now confirm what others have said about getting a bill/statement when you submit a reading.

    Had the email from Octopus over the weekend confirming that the Opening Reading had been approved.

    Therefore, submitted a meter reading yesterday; on-line account updated immediatly with new balance and email received this morning with a pdf of the new bill/statement attached.

    All details clear and correct, including referral payments.

    Feels good to get back to good customer service, but at an overall price cheaper than Iresa when you take into account the referral scheme payments.

    Now just waiting for the final bill from Iresa; which, as I know we will owe them some money, will probably arrive a bit quicker than if the account was in credit.
    Originally posted by ASavvyBuyer
    It would good though if suppliers included this important bit of information in their Welcome Letter or FAQs. I will make the point to Octopus if they ever get round to answering my question.
    • BobsonUK
    • By BobsonUK 12th Mar 18, 12:43 PM
    • 3 Posts
    • 2 Thanks
    BobsonUK
    New Octopus customer here, just got my first bill.

    The bill only has my gas information, nothing about electric.

    Used to EDF combined bill, not sure how Octopus does billing, is it normal to get a separate bill or should I have been sent a combined bill?

    My online account says £0.00 for electric.

    Thanks for any info.
    • fox warrior
    • By fox warrior 12th Mar 18, 1:54 PM
    • 87 Posts
    • 39 Thanks
    fox warrior
    Billing
    New Octopus customer here, just got my first bill.

    The bill only has my gas information, nothing about electric.

    Used to EDF combined bill, not sure how Octopus does billing, is it normal to get a separate bill or should I have been sent a combined bill?

    My online account says £0.00 for electric.

    Thanks for any info.
    Originally posted by BobsonUK
    All my bills / statements have been combined.
    Thanks for reading. Live long & prosper
    • Pac47
    • By Pac47 13th Mar 18, 4:32 PM
    • 2 Posts
    • 0 Thanks
    Pac47
    I have had 1 contract with them. Very happy with the clear billing and great first contract unit price and daily charge. However the customer service leaves to be desired. At the end of my contract I emailed them to know my new tariff but no answer came, or too late when I had switched. Slightly disapointing.
    • BobsonUK
    • By BobsonUK 13th Mar 18, 6:28 PM
    • 3 Posts
    • 2 Thanks
    BobsonUK
    All my bills / statements have been combined.
    Originally posted by fox warrior
    Yeah I e-mailed them and a combined bill was e-mailed to me soon after.

    I guess the first bill was a mistake, a small bump in an otherwise faultless service.

    Thanks.
    • wellingtonboots
    • By wellingtonboots 16th Mar 18, 5:29 PM
    • 1 Posts
    • 0 Thanks
    wellingtonboots
    Switching to Octopus
    Hi Guys,

    I'm thinking of switching to octopus, read some good reviews about them on trustpilot but its so positive I find it hard to believe.

    Has anyone had any problems with octopus, if so what are they? If I have an economy 7 meter can I still join and will my smart meter still work? It was installed by southern electric.

    Also do they still do referral discounts?
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