Octopus energy company. Anyone use 'em?

[outnumbered]

Is anyone else finding that the customer service responsiveness via email (hello@octopus address) has got really bad ? A year ago I was getting replies from them the same day, now it seems to be up to a week.

[SpidersWeb]

outnumbered said:

Is anyone else finding that the customer service responsiveness via email (hello@octopus address) has got really bad ? A year ago I was getting replies from them the same day, now it seems to be up to a week.

A DM through X has always been quicker.

[colin79666]

outnumbered said:

Is anyone else finding that the customer service responsiveness via email (hello@octopus address) has got really bad ? A year ago I was getting replies from them the same day, now it seems to be up to a week.

Yes. Ended up phoning (I hate phones and put it off for weeks) to get things sorted. While the person in the phone couldn’t fix straight away at least they understood the issue and owned it from that point right through to resolution. Basically a stupid billing issue with a dual rate meter that dragged on for months.

[richatnort]

Not me, I asked for my balance to be refunded. Emailed at 09:00ish and by 14:00 got a response.

I think it helps if you add as much information as possible into the email including your account number and ways they can verify its you so you're not back and forth with them.

I keep hearing lots of people moving over to them so it could be they need to expand more in their CX area.

[Random_Person]

outnumbered said:

Is anyone else finding that the customer service responsiveness via email (hello@octopus address) has got really bad ? A year ago I was getting replies from them the same day, now it seems to be up to a week.

Been with them since 2021 and always had a 10 - 14 day turnaround minimum for email. Stopped emailing them as a result some time back. Have sent test ones since, no response at all generally.

[Trustmeimadoctor]

Where as on the phone Ive never had more than 5 minutes between dialing and hanging up the phone

[dirtbiker]

I've obviously been lucky with the email response, it has taken almost two years to get my electricity smart meter functioning but they have finally sorted it out and given me a £50 credit and then an £80 credit as a goodwill gesture. Still waiting on getting the gas to work but generally happy enough!

Now to hunt down my phantom load, I've ordered a power monitoring smart plug and will try the usual suspects, I think potentially my ageing Sonos kit in the lounge (Playbar, Sub and 2 x Play 1s) might be a fair bit of it!

[KTF]

Do you have an in home display?

If so then you can take the display to the room, turn off the appliance and see if consumption drops. They update pretty much in real time for the electricity.

[dirtbiker]

I have an Octopus Mini so can see the consumption in the App on my phone, not really sure why I didn't think of that rather than buying the plug! Thanks!

[John87]

Good news for anyone in Scotland. Power ups are now free for any electricity used above your normal usage averaged over the last 10 weekdays or 4 weekends days. Makes it much more worthwhile as previously with the half price version, anyone on intelligent or go was cheaper waiting until off peak rather than charging EVs etc during the session

[SpidersWeb]

John87 said:

Good news for anyone in Scotland. Power ups are now free for any electricity used above your normal usage averaged over the last 10 weekdays or 4 weekends days. Makes it much more worthwhile as previously with the half price version, anyone on intelligent or go was cheaper waiting until off peak rather than charging EVs etc during the session

And the important thing is the FAQs say "We'll not include days where a Power-up took place in these calcs" which is important as a lot of the Power-Ups seem to take place at the same time of the day - or at least they do for those of us in the east of England.

A combination of Agile and Power-Ups has been really working for me, particularly to charge my EV, with an overall cost at 2/3rds the price of the Intelligent tariff.

[Evanivitch]

John87 said:

Good news for anyone in Scotland. Power ups are now free for any electricity used above your normal usage averaged over the last 10 weekdays or 4 weekends days. Makes it much more worthwhile as previously with the half price version, anyone on intelligent or go was cheaper waiting until off peak rather than charging EVs etc during the session

Grrr, waiting for national grid (DNO) to get on that. Sadly, as most of the region is using Pembroke power station even when renewables are high, it might be a long wait.

[Saleen836]

Had an email from Octopus today saying they are lowering my monthly DD, from £80 down to £63.08!
I logged into my account thinking I might as well set it at £60 but it wouldn't allow me to do so

If they lower the kwh rate again I'll most likely end up paying more for the daily standing charge that what I use in electric

[SpidersWeb]

Saleen836 said:

Had an email from Octopus today saying they are lowering my monthly DD, from £80 down to £63.08!
I logged into my account thinking I might as well set it at £60 but it wouldn't allow me to do so

If they lower the kwh rate again I'll most likely end up paying more for the daily standing charge that what I use in electric

From that you have only used 67kWh at the day rate and only 29kWh at the night rate - is there are reason why you are on the expensive 'economy 7' rate with the high standing charge?

[Saleen836]

SpidersWeb said:

Saleen836 said:

Had an email from Octopus today saying they are lowering my monthly DD, from £80 down to £63.08!
I logged into my account thinking I might as well set it at £60 but it wouldn't allow me to do so

If they lower the kwh rate again I'll most likely end up paying more for the daily standing charge that what I use in electric

From that you have only used 67kWh at the day rate and only 29kWh at the night rate - is there are reason why you are on the expensive 'economy 7' rate with the high standing charge?

If I swap over to a 'one rate' tariff for electric the one rate is around 23p per kwh so my bills would increase slightly, the high standing charge is the rate irrelevant of tariff

[Alickadoo]

Octopus have just offered me fixed pricing for 12 months, I think it is.

Should I go for it, or stay on the flexible pricing tariff?

At present I am paying

Flexible
Standing charge Electric 54.83p/day
Gas 28.88p/day
Unit charge Electric 25.29p/kwh
Gas 5.97p/kwh

Proposed Flexible
Standing charge Electric 54.83p/day
Gas 28.88p/day
Unit charge Electric 24.49p/kwh
Gas 5.56p/kwh

So, standing charges remain the same.
Unit charges are :-
Electric 0.80p/kwh cheaper.
Gas 0.41p/kwh cheaper.

Over the next 12 months will I save money, or will the flexible rate be even cheaper?

[markiii]

is there an exit penalty?

[Alickadoo]

[quote=markiii]is there an exit penalty?

/quote]

Early exit fee £0.

[markiii]

then personally take it, what have you to lose?

[Trustmeimadoctor]

I'd still move to tracker
Today
19.45p elec
4.72 gas