Octopus Energy US Reviews 183

My IHD for my smart meter stopped working in October, I called the company to report it was told by someone not to worry that they could see how much energy I was using, which to me defeated the purpose of having a monitor to keep track of my spending, as me and my husband are living on pensions only, so we need to know daily when we can put heating on and when we need to turn it off why we greed to a smart meter in the first place.
This went on for weeks them telling me it would be sorted in a couple of days or they would put in for an engineer to come out to me I was communicating with them on near enough a daily basis, I have copies,of emails I sent, times of every phone call I made names of everyone I spoke to,I had to repeat to each and everyone of them why I was calling and what I was looking for them to do which was to either fix my IHD monitor or replace it with one that worked, they must have been reading off a script as all gave the same answer "well put in for an engineer to come out to fix it " this went on for 5 months, I asked after 5 calls, to speak to a manager to be told, I couldn't as he would just tell me the same as them, finally after one last phone call I managed to get someone to actually get an engineer out to me on the 13th of February, he was in my house well over an hour and a half said "you need a new IHD" and went to his van several times, finally replaced my old one told us it would take 24hrs to kick in which concerned me a bit, as when my original one was installed it worked right away, we waited 24hrs still didn't work then we give it another 24hrs, still nothing so on the 15th of February, I called Octopus, to go through the entire proccess of what I've been trying to them to do (again).
The agent then advised me that in normally takes 14days to kick in,to call back on the 29th and he'd put in for an engineer to look at it, I haven't called as of yet, I'm going to take it to a higher authority as me and my husband are in our 70s we could do without the stress of all this plus the worry of our next bill as our last one was well over £200 which like everyone else we can not afford, (so all I can say to anyone thinking of get a smart meter or changing to Octopus,who I originally signed up for with 'M&S Energy' who use Octopus,DON'T DO IT.

I was impressed with how personable Clarissa was. She answered my questions and guided me through the enrollment process. She was extremely helpful. Rest assured that I will ask for Clarissa the next time I call back to Octopus Energy. Superb Customer Service!

Payden was beyond helpful with my switch. He was informative, knowledgeable, kind & patient with me. I will be dealing him out if I need any other assistance because he was THAT good!

Luis, with Octopus customer service, has been great. He has also been prompt and efficient when answering my questions. Octopus has been great about helping get my smart thermostat installed. I am looking forward to many years in partnership with Octopus.

She explained the problems, had patients to help ne make the right decision. She alsowas plesent and laughed at my joke. I could understand her.

The representative was very helpful and polite. My issue was resolved promptly. Thank you Molly M from Octopus.

Molly M was fantastic. Easy switch from current electric supplier to Octopus. Great rates following meter read.

Clarissa understood my LOC request and promptly helped with it immediately. This is excellent and I am very pleased.

So many other companies sound like telemarketers as soon as they answer the phone. This one doesn't! I love how you can hear genuine care in the voices of employees when you call with questions. Lizzeth was very sweet and helped with renewing my plan for the 3rd year today. The plans are easy to understand, the statements you see online (of how your bill is calculated) are simple, and overall I've never had any issues.

Clarissa was very helpful and solved a tricky situation where I have 2 meters/accounts. Very professional and friendly.

Lizzeth did a fantastic job explaining the benefits of Octopus Energy and I was able to sign up immediately with her help.

I spoke to Alfred, explained my problem and he put me on hold for a couple of minutes and when he came back to me he had resolved the problem and the £150 was back in my balance,he explained why it had occurred and the problem was resolved.A very pleasant experience,Alfred was totally professional listening to my concerns before addressing the problem extremely professionally.lt certainly took the stress out of my day,and made me realize being with Octopus Energy was the correct power supplier for me!

Clarissa did an amazing job when describing the plan and all the extra details

Thuy was helpful and conscientious and did a great job of sorting out my new supply.

Jake was very patient and informative. I liked how professional he was even a few minutes before the weekend! A real expert and any customer would appreciate that

Luis was amazing at helping me today. I was initially upset due to price change and he explained everything to me and what I needed to do to fix the issue. He was super quick at replies once all my information was submitted and got everything taken care of quickly. Thank you Luis!

I emailed Octopus at the very last minute to request a payment arrangement, which is something I've always experienced to be a low-priority concern with my previous energy providers. Their agent (Lizzeth) replied to me promptly, offering a resolve in authentic words (not a form letter) and displaying a level of professional and personal engagement this old girl has never experienced with another energy company! I've known quite a few, too. Thank you Lizzeth for your time, and thank you Octopus.

I called the US office to discuss a discrepancy with my UK bill. I spoke with Payden. I was impressed by his true professionalism, knowledge, caring nature and especially for his patience and understanding.
He resolved the issue promptly as well.

He is an asset to Octopus Energy and is an exceptional representative for the company. Payden's commitment to the highest level of customer service is to be commended. I hope that his hard work and dedication is acknowledged and rewarded.

Clarissa was knowledgeable in checking the status of my newly installed WiFi thermostat. She was able to verify my new rates and make sure they were correct.

Easy to get to a real person and when connected the person helped me immediately.

Hold time was a bit longer than expected, but not bad.