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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Octopus energy off peak rates complaint

12 replies

Keysfound · 03/12/2025 06:24

Apologies, it’s not an AIBU, wasn’t sure where to put it.

Octopus energy off peak times.

Previously with EDF. Anyone else mis sold the hours when joining octopus. When I joined octopus I called (did not answer the emails) 9/10pm to 7/8am and off peak all weekend

In reality the hours are 12.30/1.30 to 7.30/8.30. Confirmed recently the times in an email. I have started a complaint with Octopus, wondered if anyone else had a successful complaint and what steps did you take? (Note the 1 hour time difference is for when the clocks change the cheap rate changes by an hour).

I have been in contact with Octopus and been offered £150 but as this has been going on for ages i know I have been fiddled out of a lot more 😳

Have you had similar?
what steps did you take?
what was your outcome?

OP posts:

rockstuckhardplace · 03/12/2025 06:35

"When I joined octopus I called (did not answer the emails) 9/10pm to 7/8am and off peak all weekend."

I don't understand what you've written here

What is the name of your tariff?

MrsPrendergast · 03/12/2025 06:37

Contact the Ombudsman's office

IceIceSlippyIce · 03/12/2025 06:49

What tarrif are you on? And (other than remembering a verbal conversation) what confirmation do you have explaining the tarrif?

10 hours off peak each night is unusual (E10 is usually 7 overnight plus 3 during the day).

I think you need to check your understanding of the tarrif before you go complaining.

Original poster

Keysfound · 03/12/2025 06:56

Rewritten….

Apologies if this isn’t the right place to post — I wasn’t sure where it should go.
Octopus Energy off-peak hours question
I was previously with EDF, but when I moved to Octopus I phoned them they didn’t respond to the emails) and was told that the off-peak hours were around 9/10pm to 7/8am, plus all weekend.
In reality, the actual off-peak hours are 12.30/1.30am to 7.30/8.30am, which Octopus have since confirmed to me in writing. The one-hour variation is due to the clocks changing, but the overall window is still completely different from what I was told when I joined.
I’ve raised a complaint with Octopus — they’ve offered me £150, but this has been going on for a long time and I know I’ve paid far more than I should have because I was using appliances (and charging my car) during what I believed were off-peak hours.
I’m wondering if anyone else has been mis-sold the off-peak window when joining Octopus?

Have you had a similar experience?
What steps did you take?
What was the outcome of your complaint?

Thanks in advance — any advice would be really helpful.

OP posts:

rockstuckhardplace · 03/12/2025 07:24

What is the name of your tariff?

Did you agree to terms and conditions? The answer here is probably yes as you are usually forced into agreeing before you can proceed. What do they say?

TootsMaHoots · 03/12/2025 07:29

How did you find out that the hours were different?

Faithless12 · 03/12/2025 07:43

The hours you are getting off peak electricity is the same as what we get and what we were quoted.

Whyherewego · 03/12/2025 07:54

Just ask for a copy of the recording of the call where the advisor advised of the difference in hours. I assume it does say what you said hence why they've offered £150.
Only you can determine whether £150 is adequate compensation depending on the difference in cost ie how much electricity you use between 10pm and 1am.
Not sure what the ombudsman will achieve if they've offered adequate compensation for the difference

Mokeytree · 03/12/2025 07:56

Surely you got an email confirmation?
Didn't you check the info online.

How long did it go on for?

Allthings · 03/12/2025 08:00

It sounds like you have gone through the complaints process and they have offered you £150 which you don’t think is adequate. What makes you think this is not the right level of compensation?

How many kwhs of energy did you use in what you thought was the off peak period, but it was in the peak period? You need to work out the how much more you have paid in comparison to what you were charged. It the £150 does not cover the additional costs incurred you need to let you supplier know that and wait and see what happens. As you would still be in the complaints process its not the right time to go to the Ombudsman and as has already been said, if the compensation covers your costs, the Ombudsman will do nothing.

Original poster

Keysfound · 15/12/2025 14:29

Update. Just incase someone has the same issue in the future and finds this post. This has now been resolved. You can download from the website data needed to do the calculation. I did the calculation which came to near £500. They estimated and increased the offer to £200, so I declined, asked them to calculate with the data and referred to a manager. They came back to me with the full calculation of £463 ish and rounded it up to £500.. ALL SORTED

OP posts:

rockstuckhardplace · 15/12/2025 14:53

Thanks for the update. But you never explained which tariff you were on, which limits its usefulness to future readers. What was in the Ts and Cs? Were you just misinformed by phone and so this is an acknowledgement of their mistake in communicating the wrong hours? What is happening going forward? Are you staying with Octopus?

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