Anyone with Octopus Energy?

surfacedeamon · 2024-02-20T20:43:25+00:00

Could you log in and tell me exactly where to look to change my tariff? They’ve changed the page and I cannot for the life of me if it’s worthwhile changing my tariff. I’ve been looking and looking!

Lanneederniere · 20/02/2024 21:26

Wish I could help you.

After a year with Octopus we have just arranged to return to British Gas, even though the unit and daily charges are slightly higher. A year of the utterly ridiculous Octopus billing system, along with their complete inability to get contractors to connect our meters, has meant that we have had to read them monthly, submit the figures and pay random bills generated at odd and inconsistent times of the month. I have analysed what we have been charged and it has been significantly more than expected (and promised) over the year according to the published figures. The 'Octopus Bills explained' page of their website is as clear as mud and was no help at all.

So glad to be returning to British Gas where we will return to paying a quarterly bill, and feeling very sorry for anyone who has a direct debit with Octopus as they are reputed for helping themselves and failing to respond.

Never again.

KeyboardMash · 20/02/2024 21:31

Lanneederniere · 20/02/2024 21:26

Wish I could help you.

After a year with Octopus we have just arranged to return to British Gas, even though the unit and daily charges are slightly higher. A year of the utterly ridiculous Octopus billing system, along with their complete inability to get contractors to connect our meters, has meant that we have had to read them monthly, submit the figures and pay random bills generated at odd and inconsistent times of the month. I have analysed what we have been charged and it has been significantly more than expected (and promised) over the year according to the published figures. The 'Octopus Bills explained' page of their website is as clear as mud and was no help at all.

So glad to be returning to British Gas where we will return to paying a quarterly bill, and feeling very sorry for anyone who has a direct debit with Octopus as they are reputed for helping themselves and failing to respond.

Never again.

Wow. That has not been my experience with Octopus at all. We landed with them when Avro went bust, and they've been good!

Dogskidsdogs · 20/02/2024 21:32

From what I can see you need to look on the website not the app. If you go to the support tab and frequently asked questions and click on one to do with tariffs (get in touch) it takes you to their webpage where info is

Tilleuil · 20/02/2024 21:32

I like Octopus.
They actually answer the phone so why not ring them op.

SnowsFalling · 20/02/2024 21:45

You need the website. Then just scroll down a bit from the first page you reach.

UNLESS you want the tracker, at which point you need to apply elsewhere, and get in that way.

Yuckyyuckyuckity · 20/02/2024 21:47

No and those ridiculous annoying radio adverts are enough to make me avoid them forever. No one has ever been that enthusiastic about their energy company ffs.

Soz not helpful but I enjoyed the rant.

Original poster

surfacedeamon · 21/02/2024 06:45

SnowsFalling · 20/02/2024 21:45

You need the website. Then just scroll down a bit from the first page you reach.

UNLESS you want the tracker, at which point you need to apply elsewhere, and get in that way.

Thank you. Found the section you refer to but I have no option to change tariff. I’ll give them a phone.

OP posts:

InMySpareTime · 21/02/2024 06:52

You can email them to change tariff and they send you a link that does it in a couple of clicks.
I used their hello@ email address and said something like

"Hi, May I please have more Octopus Go for just my gas, thanks"

SnowsFalling · 21/02/2024 06:54

@surfacedeamon you definatly needi contact them. If I open that link from above, it comes up with options.

crew2022 · 21/02/2024 07:03

Perhaps you are on a fixed tariff so can't change?
I find Octopus really helpful.

alexisccd · 21/02/2024 07:06

i just changed my tariff really easily

btw if you email them they are quick to respond

WhatAMessAgain123 · 21/02/2024 07:06

They’re dead helpful on phone and email, but agree they seem to charge random amounts at random times.

alexisccd · 21/02/2024 07:07

Sorry to add - i clicked through from the app but i got to tariff choices quite easily.

MyLadyTheKingsMother · 21/02/2024 07:10

Lanneederniere · 20/02/2024 21:26

Wish I could help you.

After a year with Octopus we have just arranged to return to British Gas, even though the unit and daily charges are slightly higher. A year of the utterly ridiculous Octopus billing system, along with their complete inability to get contractors to connect our meters, has meant that we have had to read them monthly, submit the figures and pay random bills generated at odd and inconsistent times of the month. I have analysed what we have been charged and it has been significantly more than expected (and promised) over the year according to the published figures. The 'Octopus Bills explained' page of their website is as clear as mud and was no help at all.

So glad to be returning to British Gas where we will return to paying a quarterly bill, and feeling very sorry for anyone who has a direct debit with Octopus as they are reputed for helping themselves and failing to respond.

Never again.

You clearly used more than forecasted. You use more you pay more.

The only thing 'promised' is your unit prices.

HollyJollyHolidays · 21/02/2024 07:13

Terrible experience with octopus here, they randomly added multiple charges to my account taking my balance to an eye watering negative amount and failed to sort it out despite repeated polite calls/emails over 3 months. It wasn’t until I left a review online that all of a sudden it was sorted within 2 days. It meant I couldn’t request some of the balance that I had accrued back- not impressed at all. If you look online at the 1 star reviews you’ll see this is a common billing error that they put customers through. Those adverts are bullshit.

trulyunruly01 · 21/02/2024 07:14

I changed mine last week via the website and the My Energy tab.
£70 a month better off and £263 credit returned, leaving me a decent credit cushion for next winter too.
I have no complaints about Octopus, although I am very strict about giving my monthly meter readings.

vjg13 · 21/02/2024 07:32

I have just moved to them by Shell who have sold off their service. Some trepidation after reading the comments!

Mindymomo · 21/02/2024 07:46

@vjg13 I find them ok, if I have a query I email them and this seems to sort out my situation. My late FIL was with them a few years ago, when he died I contacted them and they said DD would obviously stop and to just let them know when house was sold. I did this only to be told he owed over £260 which I felt was a bit inconsiderate especially as he had been in hospital for most of the previous year and still paid the monthly DD. I never paid this, but when I got transferred over from Bulb there on my account was the £260 still there owing, 3 years later. I sent an email and they took it off. I do get annoyed that I get separate bills by post for both gas and electricity, then an overall balance account each month, when it’s all online. I don’t mind one bit of correspondence each month, but 3 is too much.

MadeOfAllWork · 21/02/2024 07:50

MyLadyTheKingsMother · 21/02/2024 07:10

You clearly used more than forecasted. You use more you pay more.

The only thing 'promised' is your unit prices.

Show quote history

Exactly. They don’t promise how much it would cost outside the unit price. You could tell them that you don’t use much electricity but then actually be running the oven all day. What are they meant to do? Not charge you?

AuntieMarys · 21/02/2024 07:56

Never had a problem with them...was originally with Bulb. I send meter readings monthly, know exactly what I use and what position my account is in.

TrumpetOfTheMatriarchy · 21/02/2024 07:59

Mindymomo · 21/02/2024 07:46

@vjg13 I find them ok, if I have a query I email them and this seems to sort out my situation. My late FIL was with them a few years ago, when he died I contacted them and they said DD would obviously stop and to just let them know when house was sold. I did this only to be told he owed over £260 which I felt was a bit inconsiderate especially as he had been in hospital for most of the previous year and still paid the monthly DD. I never paid this, but when I got transferred over from Bulb there on my account was the £260 still there owing, 3 years later. I sent an email and they took it off. I do get annoyed that I get separate bills by post for both gas and electricity, then an overall balance account each month, when it’s all online. I don’t mind one bit of correspondence each month, but 3 is too much.

You can opt for paperless billing. I get all my bills and receipts etc online.

LizzieSiddal · 21/02/2024 08:03

Yuckyyuckyuckity · 20/02/2024 21:47

No and those ridiculous annoying radio adverts are enough to make me avoid them forever. No one has ever been that enthusiastic about their energy company ffs.

Soz not helpful but I enjoyed the rant.

I am!
We’ve been with Octopus for about 5 years and find their customer service second to none. Previously I always changed companies every year, to whoever was the cheapest. I’ve never changed from Octopus because I know if I ever have a query or problem they answer the phone within a few minutes and have helpful, kind people on the other end of the phone who actually solve your problem!

anythinginapinch · 21/02/2024 08:08

I like them too.

Splcam · 21/02/2024 08:09

We're with Octopus and no problems thus far. Transferred from Bulb when they went under.

Before then it was Scottish Power. They were the supplier when we moved house. In about 30 years of paying utility bills they were hands down the worst supplier I have ever dealt with. If all the energy companies except Scottish Power went bust tomorrow, I'd rather get my energy from the Russian mafia than deal with them again.

Distantview · 21/02/2024 08:17

Lanneederniere · 20/02/2024 21:26

Wish I could help you.

After a year with Octopus we have just arranged to return to British Gas, even though the unit and daily charges are slightly higher. A year of the utterly ridiculous Octopus billing system, along with their complete inability to get contractors to connect our meters, has meant that we have had to read them monthly, submit the figures and pay random bills generated at odd and inconsistent times of the month. I have analysed what we have been charged and it has been significantly more than expected (and promised) over the year according to the published figures. The 'Octopus Bills explained' page of their website is as clear as mud and was no help at all.

So glad to be returning to British Gas where we will return to paying a quarterly bill, and feeling very sorry for anyone who has a direct debit with Octopus as they are reputed for helping themselves and failing to respond.

Never again.

We are having exactly the same problems with Octopus. I'm sick of complaining and have given them until the end of the month to sort it out before taking it to the regulator (and then moving to a different provider).

Their reputation for great service is hype, relying too much on technology which hasn't worked as they've scaled up.