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  • FIRST POST
    • MSE Karl
    • By MSE Karl 13th May 16, 4:21 PM
    • 104Posts
    • 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 8
    • fox warrior
    • By fox warrior 22nd Apr 18, 2:00 PM
    • 87 Posts
    • 40 Thanks
    fox warrior
    Smart meters
    A big thing that doesn't get discussed about smart meters, is that it's easy for potential thieves to know when your property is not being used. Like when your away on holiday etc. If you work for an energy provider it would be easy to access this information. Don't be naive and think things like this are too far fetched, the modern criminal will go to extraordinary lengths to part us with our valuables and money. Take my advice, if you haven't already got one, don't bother getting one. This link is interesting. https://octopus.energy/blog/smart-meters-truth-behind-energys-next-big-thing/
    Thanks for reading. Live long & prosper
    • Hengus
    • By Hengus 22nd Apr 18, 2:34 PM
    • 6,557 Posts
    • 4,207 Thanks
    Hengus
    A big thing that doesn't get discussed about smart meters, is that it's easy for potential thieves to know when your property is not being used. Like when your away on holiday etc. If you work for an energy provider it would be easy to access this information. Don't be naive and think things like this are too far fetched, the modern criminal will go to extraordinary lengths to part us with our valuables and money. Take my advice, if you haven't already got one, don't bother getting one. This link is interesting. https://octopus.energy/blog/smart-meters-truth-behind-energys-next-big-thing/
    Originally posted by fox warrior
    I am sorry but this is just a scare tactic. It is pretty easy to walk down any street and see which properties are occupied and which are not. How exactly is a modern criminal going to access your smart meter data? I donít doubt that major actors such as States will try to hack smart meters but I doubt that the average criminal will even bother when there are far easier ways to steal your goods and money. Yes, they may well be a risk of a rogue employee but smart meter or not that employee may still have access to bank information that you have provided.
    • PennineAcute
    • By PennineAcute 22nd Apr 18, 2:39 PM
    • 216 Posts
    • 99 Thanks
    PennineAcute
    Well, I am waiting to hear about anymore who as been burgled, due to your scenario. I am sure the press would be having a field day, if this happened.

    Do you take your mobile on holiday. It would be so simple for someone working for a mobile phone supplier to get this information. Hey Joe Bloggs is in Europe, check out his house.
    • Yorshireguy
    • By Yorshireguy 22nd Apr 18, 2:52 PM
    • 6 Posts
    • 1 Thanks
    Yorshireguy
    I am inclined to agree to a point although in any environment where information is stored electronically it often makes that information easy to access for people with the relevant knowledge.
    I am sure it would be easy for dishonest workers to obtain information of properties where energy consumption has suddenly and dramatically dropped and use it or sell it.
    There has to be a certain amount of trust associated with the workers, but having said that, there may be the one bad apple amongst them.
    In my work as an IT freelancer working for Financial Institutions and Government Departments, I was very often privy to live and sensitive information about individuals.
    Had I been so inclined, I could easily have retained information to use for various nefarious reasons.
    It was only my nature and honesty which prevented me from doing so.

    Further, and to provide a feel-good factor about smart meters, the circumstances need not to be so complex.
    I am sure we have all heard of the instances when a house has been burgled because the newspapers had been cancelled.

    *********

    ** My memory is so good, I canít remember the last time I ever forgot anything! **
    • fox warrior
    • By fox warrior 22nd Apr 18, 3:09 PM
    • 87 Posts
    • 40 Thanks
    fox warrior
    Hengus and PennineAcute, That's what I mean about being naive. Take the trouble to read the link. The last few paragraphs especially.
    Thanks for reading. Live long & prosper
    • PennineAcute
    • By PennineAcute 22nd Apr 18, 3:27 PM
    • 216 Posts
    • 99 Thanks
    PennineAcute
    I have read. I stand by my comments. Stop presuming that because I disagree with you, I do not read. That is insulting.
    • Hengus
    • By Hengus 22nd Apr 18, 5:05 PM
    • 6,557 Posts
    • 4,207 Thanks
    Hengus
    Hengus and PennineAcute, That's what I mean about being naive. Take the trouble to read the link. The last few paragraphs especially.
    Originally posted by fox warrior
    Smart meters will in future connect to The Data Communications Company and then on to the supplier. There are at least 3 levels of security. My Ďnaiveí view is that the only people who will have the will and the hacking skills necessary to attack these systems will be State Actors who are intent on causing chaos through mass disconnections of a geographic area of smart meters which, if successful, may result in considerable damage to the National Grid. The risk of getting burgled as a result of fitting a smart meter is in my view miniscule.

    The above is not to say that the design of UK smart meters is in anyway smart. The meters are overly complicated for what they do as a result of pressure from suppliers and not Government policy. The rollout is also being managed in a very inept way.
    • UnhappyAndy
    • By UnhappyAndy 25th Apr 18, 1:39 PM
    • 1 Posts
    • 1 Thanks
    UnhappyAndy
    Simple, Superb & Hassle Free
    I have now been with Octopus Energy for nearly 18 months. My fixed rate Tariff recently finished and I transitioned onto their variable rate. I have to say that I would recommend Octopus to anybody based on my experience with them.

    My switch was seamless from the dreaded NPower in Dec 2016. I am so glad that I moved. Octopus are quick to reply to any queries via e-mail and submitting meter readings is quick and painless. I used to have so many issues with understanding my bills and usage, but with Octopus it is so much easier. I have looked at switching to save money, but unless its a massive saving and the new company has great reviews, then I am reluctant to leave this hassle free supplier. They also continue making improvements to their processes all the time.

    Many Thanks,
    Andy
    • Expression93
    • By Expression93 30th Apr 18, 7:58 PM
    • 7 Posts
    • 1 Thanks
    Expression93
    Subpar and not very "smart meter" ready
    The switch was a little bit rough, and it ended up taking a lot of effort from me. Mostly because the meter estimates were way out from what I submitted as a starter reading, so I then had to send proof of my meter readings. I wasn't really kept up-to-date about how the "meter appeal" was going either.

    The only meter readings coming up on my account since I joined them are ones I've submitted myself, even though I have smart meters and they claim they're picking up the readings remotely... the only time they did this gave them a janky reading and they accused me of falsifying the readings I submit.

    They only have email support, and the attitude of their staff is not very warm and welcoming. I've also asked about 3-4 times since I joined them for an In Home Display, and they told me their "metering partner" has sent this out... I started asking late December, it's now (almost) May and I've still not received any of the ones they apparently sent.

    Overall the prices are pretty good, but the rest of the package is quite a letdown and I can't track my usage because I haven't got an IHD... save money? maybe check, save time and effort? no check.
    • Hengus
    • By Hengus 12th May 18, 9:40 AM
    • 6,557 Posts
    • 4,207 Thanks
    Hengus
    I cannot comment on Octopus and smart meters (and quite frankly there is nothing that a smart meter IHD could tell me that I do not know already). Three months on, it is clear to me that Octopus Energy are primus inter pares and deserve all the sector awards that they have received. For example, I got an e-mail reminder this morning to submit a meter reading for electricity. I submitted a reading online and received an e-mail with a PDF statement about 20 minutes later. What's not to like?
    • martinlewisjunior
    • By martinlewisjunior 14th May 18, 10:46 AM
    • 88 Posts
    • 13 Thanks
    martinlewisjunior
    I'm sad to have moved away from Ocotopus Energy, my only reason for changing was I could save £150 elsewhere by moving to Outfox The Market which tbh with you in comparison to Ocotopus, they're rubbish. Anyways if you want to switch to Ocotopus and save money I would recommend it.
    • Data Bus
    • By Data Bus 16th May 18, 2:28 PM
    • 13 Posts
    • 9 Thanks
    Data Bus
    I cannot comment on Octopus and smart meters (and quite frankly there is nothing that a smart meter IHD could tell me that I do not know already). Three months on, it is clear to me that Octopus Energy are primus inter pares and deserve all the sector awards that they have received. For example, I got an e-mail reminder this morning to submit a meter reading for electricity. I submitted a reading online and received an e-mail with a PDF statement about 20 minutes later. What's not to like?
    Originally posted by Hengus

    Obviously an automated response otherwise you could wait for days and when it did land in your INBOX it would be wrong.
    • scobie
    • By scobie 18th May 18, 5:00 PM
    • 5 Posts
    • 4 Thanks
    scobie
    I signed up with EON when i bought my house earlier this year and was getting good rate and was perfectly happy with the price and service.

    Then one day I get an email from them saying they are sorry to hear I'm leaving. I had no idea what they meant because I had done nothing to effect a move.

    After a bit of investigation it turns out Octopus had effectively stolen by account from EON with absolutely no input or communication either to or from me. I had never heard of them, even. EON were powerless to stop it for some reason, so I immediately contacted Octopus ceaselessly to complain and get it sent back to EON.

    According to EON I was with Octopus for around six weeks against my will, having no idea of what tariffs i was on and with no knowledge or consent at all. I have no idea what gas and electricity I used during that time, but I told Octopus clearly - whatever I used will be on them as I did not consent to any switch.

    Disgraceful practice.
    • Hengus
    • By Hengus 18th May 18, 5:48 PM
    • 6,557 Posts
    • 4,207 Thanks
    Hengus
    I signed up with EON when i bought my house earlier this year and was getting good rate and was perfectly happy with the price and service.

    Then one day I get an email from them saying they are sorry to hear I'm leaving. I had no idea what they meant because I had done nothing to effect a move.

    After a bit of investigation it turns out Octopus had effectively stolen by account from EON with absolutely no input or communication either to or from me. I had never heard of them, even. EON were powerless to stop it for some reason, so I immediately contacted Octopus ceaselessly to complain and get it sent back to EON.

    According to EON I was with Octopus for around six weeks against my will, having no idea of what tariffs i was on and with no knowledge or consent at all. I have no idea what gas and electricity I used during that time, but I told Octopus clearly - whatever I used will be on them as I did not consent to any switch.

    Disgraceful practice.
    Originally posted by scobie
    This happens all too frequently which is why there is a Charter of Erroneous Transfers. Sadly, meter numbers and addresses can be inputted incorrectly - by either a customer or a supplier. The basic principle is that you continue to pay E.On at the agreed tariff rate. E.oN will arrange for a reverse transfer and the two suppliers will then argue about paying for the energy that Octopus has supplied.
  • E.ON Company Representative: Malc
    Erroneous Transfer
    I signed up with EON when i bought my house earlier this year and was getting good rate and was perfectly happy with the price and service.

    Then one day I get an email from them saying they are sorry to hear I'm leaving. I had no idea what they meant because I had done nothing to effect a move.

    After a bit of investigation it turns out Octopus had effectively stolen by account from EON with absolutely no input or communication either to or from me. I had never heard of them, even. EON were powerless to stop it for some reason, so I immediately contacted Octopus ceaselessly to complain and get it sent back to EON.

    According to EON I was with Octopus for around six weeks against my will, having no idea of what tariffs i was on and with no knowledge or consent at all. I have no idea what gas and electricity I used during that time, but I told Octopus clearly - whatever I used will be on them as I did not consent to any switch.

    Disgraceful practice.
    Originally posted by scobie
    Hello scobie and, as Hengus says, this sounds like an Erroneous Transfer. Thought it might help if I explain what happens.

    As you've experienced, it's where a customer is transferred to or from a company without their knowledge or consent. It sometimes comes about when meter reference numbers and addresses are mixed up on the National Databases. These databases hold details of all electricity and gas meters in the country. All suppliers use them when handling a change of supply and sometimes apply for the wrong account, particularly when two addresses are similar.

    It's usually best to contact the supplier wrongly taking the account first. This is because, invariably, when the losing supplier contacts them they claim they've a valid contract.

    Once it's been confirmed that a transfer has been wrongly done, all suppliers have a duty to put it right as quickly as possible. The supplier who has taken over wrongly will send a request to the other company asking them to retake the supply. The supply will be taken back and reset as though it had never left. The supply period and billing will be continuous and carry on as though it had never been away. This should be done within 6-8 weeks of the mistake being acknowledged by the supplier taking over.

    Customers don't pay the company who took the supply wrongly. A couple of bills might be received whilst it's all sorted but, in the end, only the original company needs to be paid for energy used. The company who took the supply wrongly will cancel all bills and charges.

    Hope this explains scobie. Let me know if you need any more information as happy to help.

    Malc
    ďOfficial Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Woolco
    • By Woolco 1st Jun 18, 10:55 PM
    • 72 Posts
    • 98 Thanks
    Woolco
    Would not recommend this business.

    Signed myself and mum and dad up. 2 accounts that moved over from the Eon electric company.

    Everything went well. Got £50 credit for referral etc.

    2 months into the supply, they email both me and mum and dad to say previous supplier has confirmed we use more than what I advised during the quotation and they would be increasing the Direct Debit. In my case is was nearly double.

    I emailed the Eon who replied saying my estimated annual usage was 1700 but Octopus claim Eon advised them 3400 units.

    My actual consumption was 1380 with Eon over 11 months. I input 1500 during my quote.

    This Octopus energy might be cheaper, but I am not happy with this crap. Finally they say the DD increase is not mandatory. They seem to blame Eon.

    As soon as my credit balance is used up I am off to Utility Point who are the cheapest in the ScottishPower/SSEB region or back to the Eon.

    Octopus are now in the same back yard as Iresa in my book. The Ryanair of energy suppliers.
    Last edited by Woolco; 01-06-2018 at 10:59 PM.
  • E.ON Company Representative: Malc
    Switching from E.ON
    Would not recommend this business.

    Signed myself and mum and dad up. 2 accounts that moved over from the Eon electric company.

    Everything went well. Got £50 credit for referral etc.

    2 months into the supply, they email both me and mum and dad to say previous supplier has confirmed we use more than what I advised during the quotation and they would be increasing the Direct Debit. In my case is was nearly double.

    I emailed the Eon who replied saying my estimated annual usage was 1700 but Octopus claim Eon advised them 3400 units.

    My actual consumption was 1380 with Eon over 11 months. I input 1500 during my quote.

    This Octopus energy might be cheaper, but I am not happy with this crap. Finally they say the DD increase is not mandatory. They seem to blame Eon.

    As soon as my credit balance is used up I am off to Utility Point who are the cheapest in the ScottishPower/SSEB region or back to the Eon.

    Octopus are now in the same back yard as Iresa in my book. The Ryanair of energy suppliers.
    Originally posted by Woolco
    Hello Woolco.

    When customers move from us to another supplier, as part of the switch, a series of electronic messages pass between us, the new supplier and certain third parties within the industry. These include the energy distributors, meter operators/readers and national databases. One of these messages concerns details of past usage. Provided we've received regular meter readings, this will be an accurate reflection of the amount of energy used over the past 12-18 months.

    Often, the new supplier will take-over before all these messages are through. I can't speak for other companies but, where we're the gaining supplier, we'll initially base monthly payments on the information we're given at the point of the switch and then review later once all the relevant details have been received.

    If you had an online account whilst you were with us, you'll still be able to see usage over the previous 12 months before leaving. This is only available through desktop applications and not the mobile app. This information is taken down after the account has been closed for 12 months.

    Hope this helps Woolco.

    Malc
    ďOfficial Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Third Uncle
    • By Third Uncle 22nd Jul 18, 5:35 PM
    • 1 Posts
    • 1 Thanks
    Third Uncle
    Current tariff rates
    I've noticed that the unit rates that the Energy Club savings are calculated on are not what I'm actually paying (even though the name of the tariff is correct - Flexible Octopus). Therefore, the savings I could make by switching aren't as great as the comparisons are stating. Not sure why this is. Need to speak to Octopus anyway as apparently the rates are going up in August.
    • Hengus
    • By Hengus 22nd Jul 18, 5:54 PM
    • 6,557 Posts
    • 4,207 Thanks
    Hengus
    I've noticed that the unit rates that the Energy Club savings are calculated on are not what I'm actually paying (even though the name of the tariff is correct - Flexible Octopus). Therefore, the savings I could make by switching aren't as great as the comparisons are stating. Not sure why this is. Need to speak to Octopus anyway as apparently the rates are going up in August.
    Originally posted by Third Uncle
    Energy Club bases its annual cost on three criteria: your postcode; your tariff and your projected annual consumption in kWhs. You need to input this data to get an accurate price comparison. If you are on a fixed tariff with less than 12 months to run, all savings should be ignored. This applies to all price comparison sites.
    • Alex444
    • By Alex444 12th Aug 18, 11:06 AM
    • 124 Posts
    • 17 Thanks
    Alex444
    Easy Switch
    Moved to Octopus from the nightmare that was First Utility, smooth move, only shock being the advance payment, DD set up, monthly request for readings, monthly bill within days.

    First Utility were crap right to the end, pursued me relentlessly for a final balance I had already paid, phone calls, text messages, e-mails all chasing me up, on phoning them they agreed the balance was zero!
    Obviusly still having communication problems that have plagued them for the last 4 years.
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