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  • FIRST POST
    • MSE Karl
    • By MSE Karl 13th May 16, 4:21 PM
    • 88Posts
    • 31Thanks
    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 7
    • Hengus
    • By Hengus 16th Mar 18, 7:15 PM
    • 6,084 Posts
    • 3,873 Thanks
    Hengus
    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?
    Originally posted by wellingtonboots
    Hi - welcome to the forum. My experience so far suggests that Octopus are putting a lot of resources into getting their offer right. The transfer process was seamless and they kept me informed throughout. Bills are available each time you post an actual meter reading.

    They will accept Economy 7 customers.

    From their FAQs:

    I already have a smart meter, will it work with you?

    We use the same Secure brand meter as Utilita, First Utility, OVO, E.ON, and Bristol Energy, so if it's from one of them, it'll work.

    If it's from a company not listed, it won't be compatible, and will become "dumb" !!!8211; that is, it will work just like a normal meter. You'll lose the "smart" benefits, so will have to give us meter readings manually, and your In-Home Display might not work.

    This supplier compatibility issue is one of the tricky things about the current smart meter model (SMETS1) being installed around the UK !!!8211; read more about this on our blog.

    Friends and Family referral links are available. They are worth £50 which will be credited to your account about a week after the actual transfer of supply.
    Last edited by Hengus; 16-03-2018 at 7:19 PM.
    • Data Bus
    • By Data Bus 17th Mar 18, 3:45 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    Hi all, I've been with Octopus for about 9 months. I've been happy up until recently when the email response has slumped to days rather than hours. They have become very slow at replying. I got an email shortly after my last meter readings went in which shocked me to be frank. They said that my previous supplier had contacted them proposing a different start reading for my gas, which Octopus has agreed. The agreed reading when my switch went through was something like 7684 and the new start reading is 7792. Octopus has issued my bill using the new reading and credited my account accordingly with the difference. I wouldn't expect anything else. If you do the sums, 7792 minus 7684 = 108, which means I now owe my previous supplier that amount. As yet I've not been contacted by my previous supplier. The direct debit with my previous supplier was closed after everything had gone through with my switch. I'm now left wondering if I'm going to get a bill from them. I've never heard of start readings being changed for no apparent reason 9 months after the switch has gone through. There was no dispute between any of us. I'm very unhappy all this was done without notifying me until after the fact. I hope they don't come with another for my electricity. Has anyone else had this happen?
    • Hengus
    • By Hengus 17th Mar 18, 4:16 PM
    • 6,084 Posts
    • 3,873 Thanks
    Hengus
    Hi all, I've been with Octopus for about 9 months. I've been happy up until recently when the email response has slumped to days rather than hours. They have become very slow at replying. I got an email shortly after my last meter readings went in which shocked me to be frank. They said that my previous supplier had contacted them proposing a different start reading for my gas, which Octopus has agreed. The agreed reading when my switch went through was something like 7684 and the new start reading is 7792. Octopus has issued my bill using the new reading and credited my account accordingly with the difference. I wouldn't expect anything else. If you do the sums, 7792 minus 7684 = 108, which means I now owe my previous supplier that amount. As yet I've not been contacted by my previous supplier. The direct debit with my previous supplier was closed after everything had gone through with my switch. I'm now left wondering if I'm going to get a bill from them. I've never heard of start readings being changed for no apparent reason 9 months after the switch has gone through. There was no dispute between any of us. I'm very unhappy all this was done without notifying me until after the fact. I hope they don't come with another for my electricity. Has anyone else had this happen?
    Originally posted by Data Bus
    You will get a Final Bill from your old supplier. Both suppliers are required to use the same readings to open and close your accounts. This is what happens when you provide the new supplier with meter readings on a transfer of supply:

    https://octopus.energy/blog/secret-life-opening-meter-reading/

    For either supplier to raise an Agreed Readings Dispute then the difference between the industry- verified readings and the ones that you provided must be:

    1200kWhs for gas (39 units imperial/109 units metric)

    250 kWhs for electricity

    If something has gone awry then speak to your gaining supplier, it has the Licence obligation to manage all aspects of the transfer of supply.
    • Data Bus
    • By Data Bus 17th Mar 18, 4:35 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    Hengus, Thanks for your reply, however I've already had my Final Bill from my old supplier on 14 May 2017. My start reading with Octopus was the same as the end reading with my old supplier. So there is no dispute. That's what the problem is. It all seems highly irregular to me. (The system won't allow me to "Quote" you as there is a link in the quote and new members are not allowed to use links)
    • Hengus
    • By Hengus 17th Mar 18, 6:12 PM
    • 6,084 Posts
    • 3,873 Thanks
    Hengus
    Hengus, Thanks for your reply, however I've already had my Final Bill from my old supplier on 14 May 2017. My start reading with Octopus was the same as the end reading with my old supplier. So there is no dispute. That's what the problem is. It all seems highly irregular to me. (The system won't allow me to "Quote" you as there is a link in the quote and new members are not allowed to use links)
    Originally posted by Data Bus
    Sorry, I am not sure that I understand. The verification of meter readings by the Data Collectors has been in place for years. It is designed to protect customers and to avoid supplier disputes. Sadly, when asked for readings, some consumers mis-read their meters; some lie because they think that they can make a few £s by doing so, and some consumers just do not bother to supply any readings. Provided that the estimated readings are within the no dispute limits, they any cost/benefit to you will be in pence.
    • Data Bus
    • By Data Bus 17th Mar 18, 6:39 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    I've just read the link a few times to try and get my head round it. So, even though I've had a Final Bill from my previous supplier and my first statement from my new supplier, Octopus, with corresponding end and start readings, a meter validation company has come up with a different number which both companies now have to use. It still seems very odd to me that it takes 9 months and I've had all the switch complete emails etc ages ago. I would have thought the validation company could have done the calculation in about 10 seconds. Thanks for the info.
    • Doshwaster
    • By Doshwaster 19th Mar 18, 7:46 PM
    • 4,930 Posts
    • 4,022 Thanks
    Doshwaster
    Just completed the move from Sainburys (British Gas) to Octopus and I must say that it has gone smoother than any previous switch. I haven't had my final bill from Sainsburys yet but the communications from Octopus have been excellent.

    Anyone want a £50 referral link?
    • Eric the king
    • By Eric the king 20th Mar 18, 10:50 AM
    • 7 Posts
    • 0 Thanks
    Eric the king
    Octopus Issues
    I've been with Octopus for 18 months, and had no problems until this year. I've noticed that my credit with them had risen significantly, so i looked a bit closer at my account, and discovered that while my payments had gone through fine, i hadn't had a bill issued by them since december! While i don't provide meter readings each month, I hadn't missed more than one, and i had provided one in January (plus, i'd expect estimated bills regardless).

    I emailed them on Friday about this. So far, i've had an email saying they were taking over 12 hours to respond, and another asking how their customer service had been, which subsequently asked me if i wanted to escalate when i said my issue wasn't resolved, but literally no response acknowledging the issue i've raised.
    • ASavvyBuyer
    • By ASavvyBuyer 20th Mar 18, 8:51 PM
    • 855 Posts
    • 2,466 Thanks
    ASavvyBuyer
    I've been with Octopus for 18 months, and had no problems until this year. I've noticed that my credit with them had risen significantly, so i looked a bit closer at my account, and discovered that while my payments had gone through fine, i hadn't had a bill issued by them since december! While i don't provide meter readings each month, I hadn't missed more than one, and i had provided one in January (plus, i'd expect estimated bills regardless).

    I emailed them on Friday about this. So far, i've had an email saying they were taking over 12 hours to respond, and another asking how their customer service had been, which subsequently asked me if i wanted to escalate when i said my issue wasn't resolved, but literally no response acknowledging the issue i've raised.
    Originally posted by Eric the king
    I have found that if you enter a meter reading your balance gets updated immediatly and you get a new bill the next day.

    If you want regular bills, it is worth entering meter readings at least once a month.
    • Data Bus
    • By Data Bus 21st Mar 18, 3:01 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    I've been with Octopus for 18 months, and had no problems until this year. I've noticed that my credit with them had risen significantly, so i looked a bit closer at my account, and discovered that while my payments had gone through fine, i hadn't had a bill issued by them since december! While i don't provide meter readings each month, I hadn't missed more than one, and i had provided one in January (plus, i'd expect estimated bills regardless).

    I emailed them on Friday about this. So far, i've had an email saying they were taking over 12 hours to respond, and another asking how their customer service had been, which subsequently asked me if i wanted to escalate when i said my issue wasn't resolved, but literally no response acknowledging the issue i've raised.
    Originally posted by Eric the king
    I put my meter readings in every month without fail. My last statement was for for 15 Dec 2017 to 14 Jan 2018. I contacted them on 5th March to ask when I'll get my next bill/statement. I got a new one emailed to me on 15th March. It's opened up a whole can of worms and prompted me to put something on here, post 122. I'm now on my second adviser and still no closer to an answer. I'm very unimpressed as, in my view, they're bordering on being incompetent at the moment. I'm waiting, again, for a response to an email I sent this morning. I've tried to word it in a very specific way to avoid them dodging my questions as they seem to be doing. I'll wait for the reply but I'm close to escalating my enquiry. I'll post on here again when I get further with them.
    Last edited by Data Bus; 30-03-2018 at 7:18 PM.
    • justwannabeloved
    • By justwannabeloved 21st Mar 18, 6:48 PM
    • 132 Posts
    • 593 Thanks
    justwannabeloved
    I put my meter readings in every month without fail. My last statement was for for 15 Dec 2017 to 14 Jan 2018. I contacted them on 5th March to ask when I'll get my next bill/statement. I got a new one emailed to me on 15th March. It's opened up a whole can of worms and prompted me to put something on here, post 125. I'm now on my second adviser and still no closer to an answer. I'm very unimpressed as, in my view, they're bordering on being incompetent at the moment. I'm waiting, again, for a response to an email I sent this morning. I've tried to word it in a very specific way to avoid them dodging my questions as they seem to be doing. I'll wait for the reply but I'm close to escalating my enquiry. I'll post on here again when I get further with them.
    Originally posted by Data Bus
    Have you called them on their telephone number ? 0808 164 1088. Monday to Friday, between 0900 - 1700. I was given this number by them. Hope it helps you.

    If your going to put your foot in it, make sure your wearing fabulous shoes
    • Data Bus
    • By Data Bus 21st Mar 18, 7:16 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    It's ridiculous.
    Have you called them on their telephone number ? 0808 164 1088. Monday to Friday, between 0900 - 1700. I was given this number by them. Hope it helps you.
    Originally posted by justwannabeloved
    Thanks for the info. I've thought about calling but at the moment I want answers in writing. It's all got ridiculous. Up to now I've managed to establish that the start readings that have been used to open my account are indeed the readings that went through the meter validation company. These readings were used to close my account with my previous supplier and open my Octopus account. Some questions that aren't being answered are. Why has my previous supplier, 9 months later approached Octopus with a proposal for a new start reading for gas? Why have Octopus agreed it? It doesn't seem right to me that both companies having agreed on these readings, should be able to change them 9 months later. This makes a mockery of the whole process. What's to stop them asking to change my electricity readings next. If they can do it with me, then they could do it with everyone. I'm still waiting for a reply to the email I sent this morning.
    Last edited by Data Bus; 21-03-2018 at 7:18 PM. Reason: To add the last sentence.
    • justwannabeloved
    • By justwannabeloved 23rd Mar 18, 4:34 PM
    • 132 Posts
    • 593 Thanks
    justwannabeloved
    Thanks for the info. I've thought about calling but at the moment I want answers in writing. It's all got ridiculous. Up to now I've managed to establish that the start readings that have been used to open my account are indeed the readings that went through the meter validation company. These readings were used to close my account with my previous supplier and open my Octopus account. Some questions that aren't being answered are. Why has my previous supplier, 9 months later approached Octopus with a proposal for a new start reading for gas? Why have Octopus agreed it? It doesn't seem right to me that both companies having agreed on these readings, should be able to change them 9 months later. This makes a mockery of the whole process. What's to stop them asking to change my electricity readings next. If they can do it with me, then they could do it with everyone. I'm still waiting for a reply to the email I sent this morning.
    Originally posted by Data Bus
    Your welcome. Wow, I hope you get the answers to your questions. I'd of thought that once the meter readings had been dealt with by both companies at time of switch that'd be the end of it. Certainly isn't right . Good luck.

    If your going to put your foot in it, make sure your wearing fabulous shoes
    • Data Bus
    • By Data Bus 30th Mar 18, 8:14 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    Words fail me, almost !
    Your welcome. Wow, I hope you get the answers to your questions. I'd of thought that once the meter readings had been dealt with by both companies at time of switch that'd be the end of it. Certainly isn't right . Good luck.
    Originally posted by justwannabeloved
    I'm genuinely struggling for words to convey how utterly ridiculous this has been, and still is. The people I've been corresponding with are either terribly overworked and unable to devote the necessary attention to an enquiry or they are, in my opinion, incompetent. In short I've spent most of my time correcting their mistakes, contradictions, incorrect facts and much more. If this continues I think Octopus will be following Iresa. In short, I'm back to where I was before all this started. My Octopus opening readings have been changed back to the readings from when I switched to them and nothing has changed with my previous supplier. Having produced a new statement with the proposed readings from my previous supplier, they have now produced another new statement using my original start reading. I went through it carefully. There is an inconsistency in their favour which I find alarming. The cost of gas in kWh. The readings that we put in come down to xxx UNITS. That is then converted to kWh using the standard industry formula. On the right of my statement it goes through the calculation using my xxx UNITS and comes out with a number in kWh. On the immediate left is my actual billing. The number is not the same, it's higher. I'm being charged for more kWh than I've used. I've asked for an explanation but I've had no reply for 3 days. To their credit, they've been very apologetic throughout for their mistakes and inconsistencies and have credited my account with £50 for my trouble. I can't see it yet, I'm trusting it will show up on my next statement. I'm still waiting for their answer about the overcharging of kWh.
    I'd advise you to check your billing for gas.
    Last edited by Data Bus; 31-03-2018 at 7:15 AM. Reason: To change, "In their defence", to "To their credit".
    • ASavvyBuyer
    • By ASavvyBuyer 1st Apr 18, 10:22 AM
    • 855 Posts
    • 2,466 Thanks
    ASavvyBuyer
    We helped an older relative switch to Octopus Energy for her electric in February and also we switched later the same month as we were so impressed with the customer service.

    The accounts were very quickly set up and communications very clear.

    So far, have supplied meter readings and received a fully itemised statements the next day.

    With the referral cashback scheme, we have both received enough cashback to make them a lot cheaper (over £100) than any other supplier.

    Still waiting for Iresa to send final bills, but that was to be expected!

    It is worth using a PCW to compare prices, but then go direct to Octopus using a referral code as you then get £50 credited to your account, and even more if someone then uses your own referral code, once you have signed up.
    • Data Bus
    • By Data Bus 2nd Apr 18, 3:33 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    I was impressed with their handling of my switch too. Very quick answering emails etc. It seems to be when they've got your custom or you have an enquiry that's not straight forward things go very wrong. It's been 6 days now and I'm still waiting for an answer about my kWh charges. I've had the reminder to tell me my direct debit payment is about to be taken though.
    • justwannabeloved
    • By justwannabeloved 8th Apr 18, 11:07 AM
    • 132 Posts
    • 593 Thanks
    justwannabeloved
    Latest finding with my recent switch to Octopus. Still very good, for us.

    Had a email through from them yesterday, letting me know that the next direct debit will be collected on 16th ( I've set for 15th) but as it's a weekend i expected a change anyway so all good.

    I figured that each time I get this email reminder in, I will do an meter reading that way I know what state my account is in either credit or debit.. They suggest taking a picture of your reading so you have proof ( not a bad idea for back up reasons if there's a query) so I have put my readings in and taken a picture.

    For us I'm still really pleased with how switch went over between old company and Octopus. And the joining fee of £50 via referral code and sharing my code has given some credit too. I like all the email contact and email reminder re next dd and account was adjusted and email through not long after.

    If anyone would like a quote ( my friend just saved herself £50 a month after running a quote , then changing to Octopus) here's my link : [Removed]

    If you join you'll get £50 credit to your account after 1st dd collected, you'll get your own referral code to share and earn £50 credit each time someone uses your link too. There's no exit fee with Octopus either.
    Last edited by MSE ForumTeam2; 08-04-2018 at 10:56 PM.

    If your going to put your foot in it, make sure your wearing fabulous shoes
    • savik2
    • By savik2 17th Apr 18, 2:09 AM
    • 4 Posts
    • 2 Thanks
    savik2
    Hugely disappointing on all counts
    Staff very helpful, but the supplier is amateur at best. I started the switch from EDF to Octopus in January: here we are, halfway through April and still the switch hasn't gone through. Partly EDF's fault, since they gave Octopus an incorrect meter number (old Smart meter, which they themselves had replaced not long before), so it was impossible to agree the final reading.

    I think the whole problem is the flipping Smart meters. The first one EDF installed never sent them any readings, leaving me having to submit them manually. Then they came and fitted a second - eight months after I reported the fault. Everything went haywire at that point: I was issued with an annual projection of £35000 for my gas - obviously erroneous - and still I was being asked to submit manual meter readings. At this point I'd had enough and decided to switch. Octopus looked like a good deal - MSE recommended and everything - so I went for it.

    Wish-wish-wish I hadn't.

    Knowing I had no faith in the EDF smart meters fitted at my property, Octopus suggested I swap the EDF smart meters for theirs. Now that's been done, I wish-wish-wish I hadn't agreed. Their equpment is TERRIBLE - cheap rubbish. A major step backwards, in my opinion. The in-home monitor does not display meter readings - just a whole load of data that would be of interest only to the most geeky of eco-nuts, and then only until the novelty wears off. No-one needs to know how much energy they are consuming from minute to minute - what most householders want is a simple meter reading in the format the supplier actually asks for when prompting a manual read. Finding it impossible to get such a reading via the rudimentary monitor, I went to the new meters - to be faced with a bank of buttons, no instructions, and every one of them present a baffling barrage of pernickety data: everything but a simple reading! And nothing stays on the display screen long enough for a photo to be taken, so I can't send them a picture to ask - is this the reading you want? Or this? Or this???? I have never seen such poorly designed gear in my life. I would sell my very soul to go back to the simple dumb meters with the dials and reels - so much easier to read than these digital monsters. Horrible, horrible, horrible.

    My relationship with Octopus will not be long - but I cannot switch again until this switch is complete. And I suspect they know this. The longer they stretch out the switching process, the longer I am trapped.

    Switch, switch, switch, says Martin Lewis, it's easy!
    Yeah, right.

    I will be switching, one more time. And I will be making my choice based on the type of Smart meter the company is offering. I want equipment that does the ONE thing we both need it to do, and that is to issue a simple meter reading at regular intervals, and to display it on the in-home monitor. If anyone reading this knows of a Smart meter that does this (apart from EDF - never want to go near THEM again), please let me know!
    • Hengus
    • By Hengus 17th Apr 18, 9:53 AM
    • 6,084 Posts
    • 3,873 Thanks
    Hengus
    @savik2. I won't quote your whole post; however, it is worth stating the obvious. IHDs are not there to provide YOU with a meter reading. One of the key attributes of a smart metering system that works is that consumers should never have to read a meter ever again. The IHD (which is not the smart meter) exists to do nothing more than give you an indication of usage and cost.

    Suppliers are under no obligation to change smart meters each time you switch. If that was the case, then why would the Government have directed that the Data Communications Company and suppliers are to find a way of connecting SMETS1 meters to the central hub.
    • Data Bus
    • By Data Bus 21st Apr 18, 6:51 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    Almost 7 weeks and still not resolved.
    I was impressed with their handling of my switch too. Very quick answering emails etc. It seems to be when they've got your custom or you have an enquiry that's not straight forward things go very wrong. It's been 6 days now and I'm still waiting for an answer about my kWh charges. I've had the reminder to tell me my direct debit payment is about to be taken though.
    Originally posted by Data Bus
    I'm quoting myself. I waited 10 days then sent an email prompting a reply. 3 days after that I got a reply stating all had been resolved. Foolishly I believed them without checking. Today, 5 days later I decided to check it out. It hasn't been resolved. The result from the calculation has been changed to agree with the figure they are charging me for, but the calculation is wrong. They have simply "Doctored" the answer. On Monday it will be 7 weeks since my first enquiry and it's still ongoing. So much for getting back to you in an hour. It's gone way beyond incompetence in my view. I've emailed back again today expressing my feelings as strongly as I can, but I don't hold out any hope whatsoever for a speedy resolution. My latest bill from them doesn't even show my electricity usage and charges. I've been reading their complaints procedure and will either raise a complaint, or simply bring it to the attention of the CEO and then just take my custom elsewhere explaining why. Probably the latter as I want an end to this fiasco.
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