Octopus Anmeldelser 

If I could give 0 I would - CEO on the tv telling everyone how wonderful they are - but try booking a smart meter or asking a question and you either get ‘oops it’s not you it’s us’ or a totally non sensical answer.

Mal pero malísima experiencia con la factura ion, problemas durante dos años, reconocido por ellos y tengo emails de ellos reconociendo su error y aun así me facturan todo de golpe cuando ha sido fallo de ellos, sin duda no recomendable

I visited the Octopus Energy stand at the National Homebuilding & Renovating Show in March and unfortunately had a very disappointing experience.

On the first day, my wife visited the stand, spoke with a representative about the available tariffs, and was given a promotional gift. She explained that I normally deal with energy-related decisions and that I would come back to discuss the details personally.

The following day, I visited the stand myself and spent time speaking with the same representative. I was genuinely interested in switching from EDF to Octopus and explained that I simply needed to obtain approval from my landlord before proceeding. Within a few hours, I received that approval and was seriously considering making the switch.

However, due to the demands of running our own exhibition stand at the same event, I was unable to return immediately to complete the process. My intention was to contact Octopus shortly after the exhibition to continue the discussion.

What happened next was extremely disappointing. The same representative later came to our stand and, in front of one of our visitors, questioned why we had not yet signed up. He then asked for the promotional gift to be returned and spoke in a manner that I found rude, confrontational, and unprofessional.

As a business owner who regularly exhibits at trade shows and interacts with customers, I have never experienced anything like this before. It completely changed my perception of the company and left a very negative impression.

I was genuinely interested in becoming a customer, but the way this situation was handled was both inappropriate and disappointing.

Rang octupus to say we were struggling to meet the bills. Gave them a time frame.
They then just started harassing us basically.
So i rang them again after receiving 27 messages in one day, I phoned by no. 7 but they did not stop.
Rang them again explained the hardship, gave them a time frame , still harassing us no stop. Not nice people at all. They said if you're experiencing hardship ring us, and they've done nowt but harass us since.

Chiamato per un piccolo problema di lettura , Alice è stata bravissima e gentilissima. Io , al momento, dò 5 stelle

My account is in credit by over £1,500 (I export and import electricity), but Octopus will not refund me, as I quote from their email, " The delay is due to updates required on our internal database. Until these records are fully updated, we are unable to bill you or pull readings directly from the meter." I have provided up-to-date readings supported by photographs of readings. I am waiting 5 week ramining before I can escalate to engery Energy Ombudsman. Prior to this issue, I was happy with their service.

Bonjour
Comme convenu je vous tiendrai informées de la suite d’un remboursement de Octopus energy
Grâce à trust pilot et les réclamations effectuées ont eu un impact très positif auprès des services Octopus Energy.
Ils sont très bien motivés après cette démarche de résoudre cette problème . On ne sais toujours pas pourquoi le remboursement n’a pas étais arrivé au destinataire, on a trouvé un possibilité d’un remboursement sur un autre compte bancaire.( car une capture d’écran qui m’a étais envoyé suite à ma demande un remboursement a était effectué auparavant mais je ne eu aucune preuve que ce remboursement était au bon destinataire) En attente de remboursement ...En espérant que ça sois effectué prochainement.

Concernant la nouvelle somme de mensualité qui a était considérablement augmenté sans raison j’ai eu une explication claire «  il existe un logiciel qui fait une estimation de mensualisation malgré ma consommation basse de kw heures consommé . Le montant de mensualisation viens de être modifié .
Grâce a trust pilot j’ai partiellement résolu ces problèmes même plus que je m’attendais Un travail de longue haleine entrain de résoudre ces problèmes ( techniques ou pas )avec l’aide d’une conseillère Octopus Énergy très gentille ,on se contacté et recontacté, suite au dépôt de mon avis . On as effectué un travail assidu pendent long temps ( quelques jours)mais ça a donné de bonnes résultats et je suis très satisfaite. Je recommande trust pilot.
Je souhaite préciser que ça m’a jamais arrivé dans ma vie une expérience pareil avec les fournisseurs antérieurs.

Pessima esperienza. Nonostante la mia famiglia gestisca ben SETTE utenze con Octopus, si rifiutano di accreditare un bonus di 30€ per un contratto da me promosso e attivato.

La scusa è paradossale: sostengono che io abbia usato un link associato a un mio vecchio account. Peccato che quel link fosse l’unico disponibile all'interno del portale Octopus al momento della mia proposta! Non c’era altro posto dove reperirlo: il sistema mi ha fornito quello e io quello ho usato.

Octopus ha quindi:

Fornito un link errato sul proprio portale.

Acquisito il nuovo cliente grazie al mio passaparola.

Inviato una mail ufficiale di conferma bonus il 1° maggio.

E ora nega l'accredito dicendo che il "software è automatizzato e non permette modifiche manuali".

È vergognoso che un’azienda che si professa tecnologica non sappia rimediare a un proprio bug e si nasconda dietro un "no" burocratico. Ma il segnale peggiore sulla serietà di Octopus è questo: ho scritto direttamente all'Amministratore Delegato per segnalare il problema e la mancanza di soluzioni, e per tutta risposta mi ha scritto nuovamente la stessa identica persona che non aveva risolto il caso, ribadendo la sua posizione. Quando l'assistenza si dà ragione da sola e non esiste un livello superiore di controllo, le garanzie per il consumatore spariscono. Fiducia azzerata.

This is third time I have contacted Octopus on the phone in the last month and every time the phone is answered and connected to an agent with the minimum of wait time.
I have only been with Octopus since Feb.
My last call was with Oliver K and just like the other Octopus specilaists he was helpful, knowledgable and pleasant to deal with.
Keep up the good work team.

Had the pleasure of signing up with this company today. Joe & Mo.hassan was brilliant:)
A. Finn

Lauren who is one of the best staff dealing with customers.
She's a brilliant Ambassador for the company and has been sorting out my replacement Smart Meters.
She deserves a Mention in Dispatches and a Smiley Face
Thank you Lauren, you are 🌟 a star

Met Glenn Clarke in Morrisons supperstore very pleasant gentlemen. Easy to talk to answered any questions I had. Overall happy with experience

Disappointing Customer Service I paid in full for an EvCharger in 02/3/26 .At first the first the communication was great .Then silence .I have since contacted them on 7 occasions for an update including using Resolver and Ask Greg but absolutely no response

Customer service appears to be a significant concern with Octopus Energy. My recent experience suggests that there may be a greater focus on concluding calls quickly rather than fully resolving customer issues.

I contacted customer service on 15 April 2026 between approximately 14:10 and 14:20. During this interaction, I found the communication style to be dismissive and, at times, condescending. I was frequently interrupted, and my concerns were not fully heard before conclusions were drawn. In particular, an ongoing issue regarding not receiving emails—something that has persisted for several months—was attributed to me without sufficient investigation.

After insisting that my email details be rechecked, it became apparent that an error had been made in recording my information. This was my third call regarding the same issue, and unfortunately, it was the most unsatisfactory experience to date in terms of both professionalism and respect.

For context, as a former customer of British Gas, I observed a noticeable difference in customer service standards, particularly in terms of communication and follow-up processes. One notable practice is the use of post-call feedback surveys, which help ensure accountability and continuous improvement—something that appears to be lacking here.

I attempted to call back shortly after (around 14:25) to formally raise a complaint about the interaction; however, the same representative answered the call, which made it difficult to escalate the matter appropriately.

I would strongly encourage Octopus Energy to review this interaction and consider implementing clearer escalation pathways and feedback mechanisms to improve the overall customer experience.

Ich bin immer wieder beeindruckt über die freundliche Art der Kommunikation mit den Mitarbeitern und Mitarbeiterinnen von octopus energy.Besonders hervorheben möchte ich das letzte Telefonat mit Herrn Siebert. Ich empfand ihn als äußerst kompetent, hilfsbereit und freundlich. Auch die schnelle Erreichbarkeit von octopuserscheint einzigartig.

No response from investigation and complaint I made regarding smart metre not read since April 2025. A year on and it gets worse!
One minute I'm in credit over £200.00 plus , now -£1000 .00plus in debit, then £700+ in debit!
How is this possible!???
Low energy user, single occupancy!
No response to emails sent!!!
X1 investigation email
X1 requesting metre readings
THESE ARE SMART METRES , I WAS INFORMED THAT I WOULDNT NEED TO SEND READINGS!!!...or at the very least let me know that I need to send in a reading from the start...videos on line don't match what I have!
HOW DISULLUSIONED I WAS !
HOW FRUSTRATED AND THE LACK OF CONFIDENCE I NOW HAVE.
INVESTIGATION? MANAGEMENT involved, COMPENSATION????
NOTHING TO DATE JUST A FLUTUATION OF DIFFERENT BILLS SENT TO ME VIA THE APP WITH AN EXPECTATION TO PAY!?
HOW IS THIS POSSIBLE WHEN YOU'VE NOT EXPLAINED WHY THE READINGS WEREN'T RECEIVED , WHY ARE EMAILS, THAT YOU ENCOURAGE customers to send AREN'T BEING RESPONDED TO!
IVE ALWAYS CHAMPIONED OCTUPUS, FOR THEIR CUSTOMER SERVICES BUT THEY HAVE FALLEN WAY SHORT OF MY EXPECTATION AS A CUSTOMER DURING THE PAST FEW WEEKS!
THE FACT THAT THEIR MANTRA TO RESPOND TO EMAILS- WHICH WERE EXCELLENT AT ONE TIME, HAVE NOT BEEN RESPONDED TO OF LATE BUT THEY'RE QUICK ENOUGH TO SEND OUT INACCURATE BILLS!
IM A LOW ENERY USER, ALWAYS HAVE BEEN AND IM DISGUSTED BY HOW THIS CASE HAS BEEN HANDLED AND MORE IMPORTANTLY, HOW ITS AFFECTED MY HEALTH DURING THE PAST FEW WEEKS .

I REFUSE TO CALL ANY MORE BECAUSE THE CALL HANDLERS APPEAR TO BE INCONSISTENT AND NOT WELL INFORMED ON THE IISUES AND INFORMATION I NEED TO RESOLVE THIS CASE

Update. Email sent via the APP on Good Friday, received a response for an appointment to be made by Octupus for an engineer to come out and read the metres, why not do this weeks ago!?

All very confusing and draining to say the least!

Kundenfreundlich ,sehr gute Beratung kann ich nur weiterempfehlen toller Kundenberater Felix Eilers 👍👍👍👍

Due to my own mistakes and poor management of my mental health I slipped into debt. The shame I feel discussing this prevents me from calling. However, today I spent time texting Ellie from the Orange Team and she helped me so much. She was able to set up a plan that I can afford without making me explain all the details. She was amazing and kind throughout our interaction. Thank you Ellie.

Again, Octopus deserve 0 stars. They charged me for a wrong meter months ago which I resolved but I have just received another bill. There is something very wrong with this organisation, they are not even my supplier anymore. Why do they harass customers with bills for wrong meters?

devo fare delle critiche , ottima azienda ma con grandi lacune gestionali.