Octopus Energy (Brighton) -

Howard jones

App does not work, just shows the windmill. This has been the same for months. Octopus just say it is fine and works, it does not.

Octopus randomly increase the monthly charge despite no smart meter or readings. They can and will increase them to double whats needed. Trying to get the monthly payments down to a suitable level can take hours of emails back and forth. This wastes the companies time and money so they do not run efficiently so overcharge.
Trues to get smart meters, gas leak fixed, etc but they are hopeless and dangerous.
The stress of dealing with this company on many issues means it is the worst company I'm forced to deal with.

Octopus please fix your app.
Make it so increases in payments are realistic and customers are able to change them back.

You need to look at all the service points from safety to customer satisfaction.
Please do no send generic response.

Charlotte Cox

I would give them zero stars if I could. They never bothered to respond to any form of communication. I emailed, phoned and even dm’d on Instagram and I got no assistance at all. Absolutely pitiful customer service. Luckily this happened in the cooling off period so I cancelled my account, I would hate to know if I continued with them and then ran into problems further down the line. Would seriously advise not signing up with Octopus

Night Shift

I was helped by a lovely young man, (Charlie B) on Wednesday who really made me feel like I was the only woman in the world. His customer service was absolutely second to none and his knowledge really put a spring in my step. Would definitely recommend pursuing this further. 11/10

jamie garrow-fisher

Once again, Octopus energy have made me go into the red with their erratic charges at the end of the month (on random days) despite me selecting the first of the month as a direct debit date.
Customer service hasn’t got back to me. Another rubbish energy company to add to the list.

William Graham

Fluffed setting up my direct debit.
* Engineering department took weeks of chasing to fit an isolation switch.
* Charged me £75 for an internal tariff change when I got an electric vehicle.
Really disappointed in the overall experience; the extra charge is a real kick in the teeth, when I had intended to stay with the company for Intelligent Go.

Josh P (JJP)

Moved into my property changed over Octopus from EDF due to the green energy. My smarter reader at the property has become faulty charging high bills. I’m away a lot so should be minimal Contacted them January to fix the smart reader… it’s now been months with know one being sent out rectify this costing me every month. Poor customer service.

Matthew Beecroft

Pushy, rude and a bit clueless.

Honestly, I had previously been a pretty satisfied customer of octopus but now I’m disappointed at the service and the attitude and can’t bring myself to recommend them to anyone.

I moved to a property in 2021 and as you do, had done my due diligence with submitting regular readings. As it’s not a customer’s job to calculate bills (funnily enough) I had assumed octopus knew what they were doing with those readings and that my suggested monthly direct debit amount was enough to cover the usage. It wasn’t until a whole three years later, I noticed on the app, that I was in credit and asked for that to be refunded to me. Only then did octopus energy decide to recalculate the bill, informing me that I was actually £550 in debit, a discrepancy of nearly £900. Why had it taken three years to figure this out and weirdly only after asking for a refund. And how long would they have let me get further in to debt?! Furthermore why have I any reason to trust or believe this figure they claim is even correct.

On raising a subsequent complaint, I was sent a email from someone who pretty much ignored the issue. I was then passed on to someone else who told me that I should get a smart meter and that which legacy meters don’t communicate with them. Both unhelpful suggestions and arguably patronising.

Then another email sent from someone else, then a link to a web link to escalate my complaint which didn’t work. I was then sent a passive aggressive email saying the complaint would be closed if I didn’t answer. Given this has been an issue lasting over three years, and people are often busy or away regularly with work, I wasn’t even given a week to consider my offers or options and now octopus have closed the complaint.

Disappointing service, impatient, pushy and unpleasant.

I’ll be very happy to shop around when I move in September, sadly not before.

Jam Mer

I have been with Octopus energy for years from one property to another. Rates were better but have increased drastically that prompted us to have solar panels installed. Thinking we would save and also knowing export rates paid back are the highest at Octopus energy, we stayed. It only took a month before we are exporting and set up with Octopus flux. Thinking they pay more per kwh, nope. For less than a month on Octopus flux, I have exported more than I was paid. There are days that it shows on the app that I exported less than a pence worth of kwh or none at all but on my record, it clearly displays I have exported at least (my minimum) 10-20kwh/day. I have even exported 200kwh for charity on the previous month before starting with Octopus flux but not credit. So think before joining if you are exporting energy.