Octopus Anmeldelser 

On 14th, I wrote a tough 2 star review, complaining about the prospect of a refund of accumulated credit taking up to 2 weeks. Having contacted Octopus and exchanged a few emails, the money was in my account within 3 days.. delighted, hence the 5 stars
Credit to Khuram at Octopus for the swift response & and the much shortened schedule

1. I recently purchased a Toyota EV and Charger and needed advice on tarrifs. I was tols there were not any, This was wrong and eventually got the tariff Info.
2. I cannot have intelligent Go as my charger is not on their list.
3. I needed a smart meter fitted for Octopus Go. Once fitted I had to chase them for my new tariff only to discover it had increased even though no one told me it was going up when I asked for prices.
4. I have stayed on my old Ec7 tariff which is due to fall in April. Octopus Go I was told will not get this decrease in April. I have complained about the total lack of their understanding of their own products and tariffs. 5 days later no aknowledgment or consideration of the awful service. I guess I will change to provider.

Ich bin jetzt seit einem halben Jahr bei Octopus und muss sagen neben den sehr attraktiven Preisen ist der Kundenservice exzellent. Auch alle Darstellungen in der Rechnung mit zwei Tarifzonen extrem transparent. Bisher mein absolut bester Stromlieferant. Ich bin mal gespannt, ob auch die Gutschrift des Bonusses nach einem Jahr problemlos erfolgt

Have tried to switch to new supplier and only wanted yo get a direct final bill. Sent a final bill which i paid in full. Now sent another final bill with a credit showing. Emailed customer service for reason for 2 Final bills only for them to issue another bill with a massive credit to me. This bill is incorrect but trying to get anybody who knows what they are doing is immpossible.
When i joined customer service was 5 star now its 1 star . Whats gone wrong?

We have for years been very satisfied customers of Octopus for gas and electricity.
I recently clicked a link and expressed interest in solar panels and battery. I have had a long and useful phone call initiated by Abdullah, one of thier salesmen. I thought that I had made what we wanted clear and was expecting an email setting out their offer.
What I received was a boilerplate questonaire that first requested a photo of where we wanted a battery - still up for discussion -- and then of our electricity meter but it would not accept one of ours since it expected it to be external but ours is in the loft.
So excellent purveyors of energy but a lot to do on their sales techniques for solar!

Johnny from P3 helped me go back over to you, just have a little outstanding on previous tariff and address. He took the stress away and was so understanding of my mental health 👏

Whilst in Eastbourne today,GEMMA PAXLON assisted myself and my elderly father switch saving over 200.00 per month!
Thank you GEMMA
:)

Ich bin seit zwei Jahren Kundin bei Octopus Energy und war mit dem Service bisher immer sehr zufrieden.

Aktuell warte ich jedoch seit fast einem Monat auf eine Rückmeldung zu meiner Anfrage bezüglich einer Tarifanpassung im Rahmen meiner Vertragsverlängerung (Kundennummer A-09BBEB87). Leider habe ich auch auf meine zweite E-Mail bislang keine Antwort erhalten.

Da ich den Anbieter eigentlich gerne weiterempfehlen und meinen Vertrag verlängern würde, finde ich die fehlende Kommunikation sehr schade. Ich hoffe auf eine zeitnahe Klärung meines Anliegens.

Absolutely awful customer service, been waiting 3 weeks no gas in my new property and I can’t even get a email back, full of excuses do not care about their customers one bit

Switched to octopus thanks to the lovely help of Steve Richardson on the 28/01/26 - I have had a nightmare with previous supplier but Steve was so reassuring as so fa he has been spot on! Customer service is second to none

Hoy he cambiado mi antigua empresa de electricidad a Octopus Energy. Me ha atendido Jose Ramírez para toda la gestion por teléfono y ha sido increíblemente rápido. Primero no han tardado casi nada en contestarme y en el trámite hemos tardado 15 minutos como máximo. La verdad es que muy bien
Espero que todo lo que venga ahora sea igual y podamos seguir manteniendo esta valoración.
Muchas gracias por todo

es war alles perfekt

Tardaron mucho en darme de alta, he tenido que reclamar facturas de algunos meses pero el precio, que sea verde y la atención al cliente es muy eficiente. Esta última vez Susana G. me atendió amablemente y me solucionó los problemas facilitándome las cosas. Muy agradecida.

This experience started out as what I thought was a dead" boiler though in fact was a dead gas meter! But once diagnosed, the time between my initial contact with Octopus and my boiler running again was just 150 minutes. Octopus, you were amazing. A couple of key takeaways:
1. Who knew gas meters could fail? Well, it hadn't crossed my mind but the battery in my 1st gen Smart meter had died so the meter failed safe and shut off the gas. Nothing wrong with the boiler.
2. I first contacted Octopus around lunchtime of 27/12/25. Their emergency contact route at this time is by email and so soon after Christmas I feared maybe a long wait but "no", just six minutes after my initial email was sent, Octopus replied and after that they were on it; bish, bash, bosh. A few questions then action. At each stage I was kept informed by informative and reassuring emails.
3. Although Octopus had no engineer immediately available in my area they weren't going to give up and arranged for a third-party engineer to attend which he did. Meter changed, boiler running and job done.
Octopus, you were amazing and special thanks to Paul B and Karen on the Octopus Service Desk and to Ivan from National Gas Metering/Wales and West.

Just had questions answered re changing tariff
Swift efficient reply, followed up a few days laters with more details. Then 2 weeks they followed up again checking I had no more problems they could help with.
You very rarely see this kind of speedy, caring and helpful service.
Well done Octopus ! Great as usual.
Bob.

been waiting 4 days for a simple reply back to a request to reset the EV app info which Octopus asked me to complete as they "lost control"...it was working fine but now seems locked in a cycle that wont enable me to set my car up to smart charge !!..
Have sent many emails/requests for help- no answer...have they all gone on their xmas hols early ???....which i cant as now cant smart charge !!! :(

Im a homeowner and and source all my gas/electric from Octopus.
They currently have a offer for installation of solar panel package.
We went ahead and put our £500 deposit and we were thinking of paying the balance part by our funds and by a loan which the offered as well.
After completing the the loan form we were rejected. However it did not give any options i.e. higher deposit from us and a reduced loan amount.
The answer we got back from Octopus was basically "the computer says NO"
Wasted 3 days on this.

I’m giving a 4* although this company are such a mixed bag between utterly useless (the one account I’ve been 15 months trying to resolve) and utterly wonderful with a different Account and issue I asked to be addressed. This time around (and dreading it) I was lucky enough to get Erin as my customer service agent. She hounded me across 2 weeks for the information she needed and didn’t let up until she had completely resolved all of my issues and left me with a fantastic credit (ok I’ve paid it so it’s my money but still so nice to get it back at Christmas time!) She has applied it to my new rental so it means my energy bills will be covered for the next few months. I’m so grateful for this service and think I’m going to try to send her the information for the 15-month problem (I’m currently on 6 different agents on this one!) and hope she can help. 🤞🏽🤞🏽🤞🏽 However it doesn’t inspire confidence in a company of this size that excellent customer service is the exception not the rule.

Thank you Erin 🙏🏽

I am currently leasing a car through the Octopus salary sacrifice scheme. The Octopus team were very keen to secure the deal and get me to sign up, but the customer care since then has been very poor.

I’ve had the EV for over three months now and still haven’t had a home charger installed. After two months of trying, I finally managed to book an installation for the end of November, only for the engineer to arrive and tell me that the UK National Power Network needed to replace the main fuse coming into the house. This should have been identified earlier, as photos of the fuse board were provided to Octopus prior to the installation.

The UK National Power Network came out within a couple of days to replace the fuse, but I have still not been able to get a new installation date. I currently have no means of charging the car at home. The car itself is really nice, but it’s no good to me if I can’t charge it.

I am now considering returning it if I can’t get a charger installed soon.

Tried to get an answer to a question regarding changing my tariff, was put through to a foreign call centre, terrible customer service, unable or unwilling to give me an answer or any information, very very noisy background, had difficulty to understand them. I moved to Octopus on the recommendation of them having an excellent UK based customer service centre, this is far from the truth, terrible service. I would advise NOT to join Octopus if you want decent customer service !! Perhaps Martin Lewis should review his recommendation of this company !!