Octopus Energy Services Limited Reviews

Quick work when I stopped having gas…

Quick work when I stopped having gas supply to the house . A friendly member called Louis came and fitted a new smart meter. Explained everything, had a sense of humour and completed the task quickly. The admin staff were also on the ball. Thank you!

The Advisor Isabela was very polite…

The Advisor Isabela was very polite and very helpful. She answered all my questions that I wanted to know. I do appreciate all the help I got of her . she was brilliant. I spoke to Isabela in past with regards to my EV Vehicle. She sorted my Electric car charger problems.

Aaron was very helpfull he explained…

Aaron was very helpfull he explained everything to me very well told me what I need to do and how to do it and that octopus do everything for me to swap everything over from ovo and thank you

I can't praise Octopus enough.

We had a difficult and traumatic situation to deal with. Uzzial guided me through the help that Octopus are going to give us. He was knowledgeable and patient with me. I can't praise Octopus enough. My grateful thanks.

Extremely helpful

Extremely helpful , sorted my query immediately and was friendly and polite.Excellent service !

As a new customer to Octopus

As a new customer to Octopus, I expected your Customer Service to be so much better than what I have just experienced. I bought a brand new EV from Ford and was pleasantly suprised to discover that Octopus had a deal with Ford that if a customer changed their supplier to Octopus, you would provide a smart meter, hime charger and 10000 miles of free charging. However, getting all this organised (and trying to speak to someone) was a Mission almost Impossible !!! I booked dates for a survey to be done for my home charger (after sending in a video)and the fitting of my smart meter (seperate dates) which I had to book time of work. I then received e-mails informing me that both dates were unavailable and were now changed, and my home charger would cost over £900.00 plus VAT !!! Tring to talk to someone to sort this was ni impossible. Spoke to someone called Kaz who promised to sort it and call me back, but guess what ??? He didn’t.Also spoke to Rhiannon, but she is now on holiday and put me onto Mia today, who bless her, got dates confirmed for me, one as it was and the other moved by a few days. I came so close to telling you to forget it all and go back to Scottish Gas, who I never had an issue with in 20 years !!! Your radio advert claims Which have voted you best Energy Company for the last 9 years !!! Wellguys, you still have to prove this to me. I need my EV Home Charger (with these 10000 free miles of charging fitted asap. Inam still contemplating goingback to Scottish Gas, so lets see if you can restore my confidence in you. PS. Thanks for today Mia, and Rhiannon when you were there. Look forward to your reply. Stuart Mason

Quick response and very good…

Quick response and very good communication.

I spoke with a wonderful customer…

I spoke with a wonderful customer service Katie, she patiently listen to my queries and solve everything.

I’m on complaint 2 with them in 9 months

I’m on complaint 2 with them in 9 months. After pointing out multiple months that my solar export wasn’t appearing on the bill, only when I raise a complaint did they realise the issue. I’m now on month 5 of the gas meter gone into dumb mode. Because it’s an issue with the comms hub, it’s a non standard request, so it’s bottom of priority. Their customer service are on a par with Virgin Media

Claire has been proactive answering my…

Claire has been proactive answering my requests and sorted out the IHD so that it’s now working properly. I love the way that the team is responsive to their customers. Many thanks.

Thankyou Marko…

I found Marko very helpful and efficient.He was very patient and understanding with my problem .He was very quick at sorting my problem out and returning my call .I am eighty years old soon and widowed but my friend helped me who is eighty three to sort things out and thought Marko was extremely good at his job.Thankyou Pamela Marsh

The customer service I have received…

The customer service I have received has been fantastic. The advisor today was googling how to read my meter in my new property as it was unfamiliar and talking me through it step by step. Really impressed.

Excellent customer service .

I called with several questions about my account. I spoke to Kerry who was so helpful. She was very interested and made me feel so well supported. She has emailed me with very helpful information. She is a credit to Octopus Energy. I would give her a gold star ⭐

I rang with a problem and I wasn't left…

I rang with a problem and I wasn't left on the phone either trying to get through or waiting for an outcome. It was easy to contact Octopus and the operator sorted my problem straight away, with a calming voice and professionalism. I equally appreciated this as the problem I had was of my own making well done Octopus and thank you x

Khadija was so helpful

Khadija was so helpful, reassured me in a very delicate and difficult time. She emailed me, as promised, information that I required. Khadija, is an absolute credit to Octopus and I will be eternally grateful for her compassion and understanding

Big help

Great! Joanna has been very helpful with my house move!!

Easy Move to Octopus

I phoned Octopus Energy and spoke to Felix who explained all of the different tariff options. After choosing a fixed tariff Felix signed me up over the phone, which was fantastic, as I didn’t feel confident with doing it on the app at that point.

New Customers

We are new customers and phoned to add my wife’s name to the account and also had one or two queries and found Leona to be very helpful.

Octopus Energy - they have no energy when dealing with complaints

This is an update to my review below. You will note that someone called Admir, the Team Manager has responded to my review and stated that "I can see that your case handler has already been in touch to confirm the date your remedy will be applied, and they will update you as soon as that is done." This is correct but only as a result of me writing to Maggie P stating that she had failed to reply to the Ombudsman adjudication, made on 19th February 2026, nor had she bothered to contact me to set out what the next steps were. These are basic standard requirements and I would expect as Team Manager, Admir should be looking into and investigating why Maggie P has failed to follow through on anything. This is the email I received from her "Thank you for your email. We have received the Ombudsman's decision and will ensure the required remedies are completed before their deadline of 26 March 26." Kind regards Maggie P This was sent on 5 March 2026. She does not even address any of the points I raised in my email to her. Complete and utter incompetence. I think she may think she can wait until 26 March 2026 to comeback with the resolution and implementation. That does not bother me, as I have mentioned below, I expect interest to be added at the court rate of 8% and the longer it takes them to fulfil the resolution the more interest will be added. And I am prepared to take the matter of interest to court if necessary.

Farida was very helpful and resolved my…

Farida was very helpful and resolved my query immediately

Been with Octopus Energy for many years and no other supplies have been anywhere near as good on price or help when needed. I have recommended them to a friend recently and would recommend to everyone as to me they are the best supplier I have ever used. 10/10 for sure.

Octopus Energy are the best energy supplier I have ever dealt with. The app is fantastic, allowing the customer to keep on top of everything from usage to payments. Switching tariffs is so easy too using the app. Open and transparent with customer service that is second to none. I cannot recommend Octopus highly enough.

I find Octopus energy brilliant, any enquiries I have are dealt with straight away. Plus if I recommend anyone, they get £50 and I do as well. It all helps towards my bills .

My statement dated 4th February 2026 clearly shows a credit balance of £326.13. My account now shows £0 and it has been over a week since I requested a refund, however I have not received any money in my bank account. Please confirm immediately: • Was £326.13 refunded? • On what exact date was it processed? • What payment method was used? • If not refunded, what has this credit been used for? If I do not receive a clear explanation and confirmation of payment within 5 working days, I will raise a formal complaint. You kept talking Money from my credit on my account without no reason

Friendly and professional, in their own job role. Keeping us updated each month, fair prices and tariffs. Octopus Energy, pride their selfs on excellent Team Work. Would highly recommend them.

We have just switched accounts to Octopus, which was very easy online, but had to call customer services at the last hurdle. They (Saskia) could not have been more helpful and the price very competitive. What joy after a terrible time with our previous provider for nearly a year and only able to communicate with a chat box!

You the best supplier I have ever been with. Great app. Choose your own payments and get refunds when in credit. You have thought of it all and covered everything. If needed I can aways contact you and speak to a real person. Fantastic service.

Octopus customer service were brillant at helping my friend combine her electricity and gas to duel fuel and to change providers. She doesn't have a smart phone or internet access, BUT, 'No problem.' Everything was done over her landline and she was assured that her bills would come through the post. She was so grateful that the team member she spoke to helped her through the process and that it was so easy.

Octopus are a pleasure to work with. The app is easy and understandable. Any queries sent by email are responded to thoroughly, politely and promptly. Rates are competitive and lots of tarriffs to choose from. What are you waiting for? Octopus help customers by sending out electric blankets to those in need. Switching is a breeze & you & a friend can share £100 for doing so. Would never contemplate using a different energy supplier. Well Done & Thank you 🦑

Top energy supplier, customer service is amazing. Been with them for awhile now and they fitted my heat pump a year ago, crazy how much difference it's made to keeping house warm this winter. Yes you still pay more for using more in colder months but nowhere near what I was paying.. forgot to change direct debit and credit in account show's just how much I've saved.. 🤔 seriously! Paying for extra holiday this year 👍💯

I only recently joined octopus on a recommendation . It’s the best utility company I’ve ever used. Easy to set up to see all your info and usage. You can earn yourself £50 for recommending a friend. There are free tickets you can get for coffee etc but, you do have to be quick to get these. And yes the phones are answered by a human. Which is rare these days. All in all I’m delighted I was referred. Great company.

Moved to OCTOPUS…what a difference!!!!!, answered the phone within a couple of mins, bright, cheerful, obliging, helpful, knowledgeable, they have a “Can Do” attitude…sooooooo refreshing, not sure if they are that much cheaper overall, however the customer service is EXCELLENT! AND always offers and small goddies to save money…thoroughly recommend. I have now moved my rental properties to Octopus AND my two business accounts to Octopus…Octopus TOP NOTCH customer service, as it SHOULD be, well done Octopus. EDF…..awful company. Moved my domestic account from EDF…utterly utterly unhelpful and useless…take up to 45mins to answer the phone when there were problems with the smart meter..always always take AGES to answer and when they do, not interested. EDF & Eon can get lost, appalling customer service from both of them…8WEEKS!!! to just respond to a complaint, not fix it…just to respond! by EDF, terrible Froggy company with a typically Gallic crap attitude.

Extremely disappointing and stressful experience I would strongly advise anyone considering Octopus to monitor their bills extremely carefully and not assume that having a smart meter means your billing will be accurate. I’ve had two incredibly frustrating and stressful experience with Octopus, and it has completely destroyed my trust in their billing system and customer service. Despite having a working smart meter, paying my bills on time, and proactively flagging issues, my account descended into a nightmare of estimated bills, duplicate charges, unexplained credits, and unlawful back-billing going back to 2023. (despite Ofgem rules clearly stating suppliers should not back-bill more than 12 months when the customer has paid and cooperated!) I raised concerns earlier on that my electricity hadn’t been charged correctly for months. Instead of properly investigating, I was sent in circles with generic responses. Eventually, my account was “rebilled”, which created more problems than it solved. Other key issues include but not limited to: a bill marked as a “credit” that actually increased my debt, large numbers of unexplained credits and adjustments with no clear breakdown, estimated readings being used even after I provided actual readings, a completely unrealistic smart meter spike showing over 1,100 kWh used in just 8 days, which was never properly addressed. What made this even worse was the endless loop of conversations with customer service. This wasn’t just about the recent interaction. On previous occasions, a customer service representative promised to escalate the matter, but never did. Instead, she later came back to say the case would be closed, despite no action having been taken. I was then asked, again and again, to provide information and evidence that I had already shared from the very beginning and multiple times since. Each time, I was forced to repeat the entire situation from scratch. After more than two months of back-and-forth with no progress whatsoever, I eventually gave up. It was exhausting, time-consuming, and incredibly frustrating. There was no accountability, no proper investigation, and no clear answers at any stage. This has been incredibly time-consuming, anxiety-inducing, and unfair. Customers should not be penalised for supplier system errors, especially when they proactively raise issues and cooperate fully.

Best energy company bar none. Fair, open, honest, prompt, with empowered helpdesk staff, and anything else you can think of that's good. They actually respond to emails - quickly - and do everything they promise. You can get credit back and change your payment amount (within sensible parameters) promptly via the app. You can see usage, by day, week, month and year on the app, instantly. You can get money to refer friends and family when they sign up - I referred one of my sons and I got an email telling me he'd signed up within five minutes of sending the link. Any other provider this good? They argue for a reduction in standing charges to be fair those who try to save energy and other small users, reward you for saving energy at times and provide (some) free power for periods when there's an abundance. If you're thinking about a change, change this way.

I was on a fixed tariff with previous supplier (BG) for gas & electric - so essentially very simply one price for gas and one for electric for 12 months. Last August, due to billing issues, I moved to Octopus and have chosen the Tracker Tariff - a new rate each day for each utility - so that’s 60 prices per month. Yet Octopus billing couldn’t be simpler to understand- all very clear, simple and error-free. It’s 5 months now with Octopus’s monthly correct billing - and yet I still await the final bill from the clowns I left. Octopus have been excellent in every respect and I find them refreshingly clear, open and friendly - and not trying to get a load of credit built up (the opposite - the app has a button to get paid the credit if you have built up overpayment). They also have upgraded my smart meters to the latest. Excellent indeed.

The best Gas & Electric suppliers I have used. I returned to the UK in March 2025 and after much research on who was a good supplier chose Octopus. They kept me informed from day one so I was very pleased to recommend them and will continue to do so. Love the App too.

Octopus Energy are by far the best supplier of energy that I've ever dealt with. As an ageing hippy I'm greatly appreciative of the way they sign their documents with 'love and power' although I frequently misquote this as 'peace and power'. I'd really like to tell you how useless lesser energy suppliers are in comparison but I fear Google may disallow my comments relating to the awful Spottish Sour (sic.... it rhymes with), my previous supplier, who caused me years of frustration and anger with the way they didn't care. There were teething problems with the transfer to Octopus 🐙 but they were quickly ironed out and solved by the excellent customer services team. Communication with Octopus works wonderfully both ways, them to me and vice-versa. Octopus also allow their customers the freedom to choose how much to pay each month to a large extent. I strongly recommend that if you're not with Octopus you should transfer to them as soon as is possible, you'll never regret the move.

Octopus have been great for me. Swapping to them was easy, moving house - no problem. My gas smart meter wasn't working properly, soon sorted. Customer service is excellent. I had a call re sorting my gas smart meter literally as my mum just passed away. The next day, a beautiful bouquet of flowers arrived. The reccomend a friend is great, my 2nd £50 is on it's way. Would definitely recommend.

We have been with Octopus for years now. Only great things to say and would not go with anyone else as they have always been the best priced. There is the opportunity for free electricity sessions, announced via email. Monthly 'spin the wheel of fortune' to win Octopoints that can be converted to credit. No exit fees if you did ever decide to leave. An excellent app that you can access your energy usage, bills and balance. Increase or decrease your monthly payments, submit meter readings if you are not a smart meter customer. You can also change your tariff and even request money back if you have a large credit. Great freebies too .... a Greggs or Cafe Nero regular coffee every week when you are a smart meter customer. Many other Octopus customer deals to keep an eye out for. Vue cinema are currently offering 2 x super saver seat tickets for £8. There is a referral scheme. I have referred a number of my family members and each time we both receive £50 added to our account.

I've been with Octopus for both gas and electric for a few years now. I initially joined as they were highly rated by MSE. I have contacted customer services, with an issue of a smart meter that was not working before I switched it took a little time to sort out but we got there in the end. When I switched I was recommended by an existing customer and we received £50. I have referred one of my family members has, and found them friendly and very helpful. Brilliant service, and I highly recommend.