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Emailed them about changing tariff on Monday. 4 days later still no response. This isn't the first time I've found their email customer service to be lacking...

Are we officially declaring Octopus email customer service to be garbage?

The same company that makes such a noise ​about their customer service being "good"?


I guess I'll have to call them. (Previously I've found their telephone based customer service to live up to expectations, they fixed an issue in 5 mins that the email guys had been fobbing me off with excuses.)

Had similar re email vs phonecall, still broken though...

I've had nothing but good experiences of Octopus's customer service in the past - mainly via Twitter actually which seems to be a quick way to get contact with them.
However, their response time has definitely slowed - in fact i'm in contact with them at the moment about something and they apologised for their slow response. Maybe they're just growing too quickly.

Same as dan_b, in the past excellent service.

Definitely slowed down now as my first complaint regarding my fathers account migration went unanswered and a second request was answered after a week with a vague response. But its now all fixed after about 3 weeks from the second request.

1) Deleted an erroneous meter which did not exist.

2) Re-bill against Scottish Power final bill as they billed differently from actual start readings given.

3) Connected to and are now reading his SMETS1 meter.

After 2 smets2 meter installs cancelled I had it fitted yesterday. All went fine, signed up to GO last night even though it said it could take up to 2 weeks to get connected to my meter reads. Had an e mail this morning asking me to confirm sign up and after that was up and running an hour later on the go tariff.

Tinbum wrote: ↑Thu Aug 12, 2021 3:36 pm After 2 smets2 meter installs cancelled I had it fitted yesterday. All went fine, signed up to GO last night even though it said it could take up to 2 weeks to get connected to my meter reads. Had an e mail this morning asking me to confirm sign up and after that was up and running an hour later on the go tariff.

I had my smartmeter fitted a week ago (after nearly 2 years of waiting), still not managed to switch tariff!

Hopefully it wont take much longer for you.

I've not used anything from the grid since mid Feb and would think it will be another month at least till I do some charging from it!!

Finally had a response from Octopus. Asked me to email a different address because the standard CS team cannot do Go Faster…

Took them nearly a week to reply, then only to fob me off.

Octopus make bold claims about their customer service and I have to say it is poo!

So I forwarded my original email and the belated one line response to the new email address.

I cannot get my head around why Octopus couldn’t have done this internally.

I'm not quite sure what's going on with Go Faster and whether I am still on their trial or not (which was/is being paid for by UK Power Networks), I certainly am still on the tariff (which is very good). I was getting £5 extra credit per month for being on it, but that seemed to stop after 1 year with no explanation and I was invited to re-apply for the tariff with confusing words which seemed to suggest that the tariff might have changed. But it was the same but I don't seem to get the £5 per month rebate anymore. But even more confusing, they gave me a £127 rebate earlier this year in one go without any explanation. The billing recently has been all over the place. Usually one bill per month, then nothing for 3 months, then another for 10 days. Now nothing for over 2 months. I'm not complaining as I seem to be quids in.

Also some websites seem to advertise the tariff as if its available if you ask for it, but nothing about it on the Octopus website.

To be fair, Octopus now clearly state that some of their tariff are Beta tariffs and therefore some things may not run as smoothly as you would expect. I certainly have not been out of pocket with them !