App not as comprehensive or responsive as I’d expect
I’m new to Octopus, and joined on a fixed tariff with a view to switching to intelligent octopus go, and octopus outgoing fixed as soon as possible. Octopus have confirmed that they are receiving half hourly readings and indeed I have seen them n one one of my many circuitous trips around the app and websites. However, I can’t replicate this - the app is not easy to navigate or find information. I was unable to sign up to intelligent octopus go, as it got stuck in the process, so I’m signed up to ordinary Octopus go on less favourable terms until they can fix it. Because of this, I can’t sign up to Octopus outgoing fixed either, so we are in the light version - again, less favourable terms! Whilst I have received a £50 credit to my account because of these difficulties, there is nothing in the app to tell me progress, so I’m having to wait a fortnight for emails to see what happens before I ring back. This is very disappointing for the market leader in renewable energy for domestic use.
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Response from developer
Hi Andy and Ali, that’s not good. Do you mind sharing your email address in here: https://octo.ps/nudge to see what’s stopping you from moving to Intelligent Octopus Go and make sure you don’t have to wait?
Unprofessional and refusing to accept 30 mins smart meter readings!
Since they took over from Bulb it’s been a nightmare. I refuse to having hundreds of pounds of our money in credit and then when I apply to get it back they say No on their website, plus what is the point of giving them 30 mins smart meter readings when they deny it and say it’s fixed to charge me only on one day of the month? It’s wrong to have our money in their bank account. I have to write to get our own money back, hundreds, because their website refuses. Plus it takes an ombudsman’s intervention to get one family members acct changed and charged properly, monthly by smart meter and took 7 months to change it to a variable direct debit! The variable DD means no automatic increasing our of any of our payments and stops Octopus holding hundreds of pounds of our money! We only pay what we use…that’s it!
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Response from developer
Hi there, I’d like to check what happened there. Smart meters share data with us continuously, but we’ll deduct charges, update your balance and email you a statement once a month. Could you use this link to get in touch https://octo.ps/nudge and I’ll pick this up?
Over 3 months without refund after moving home
When I moved out of my house I had an account credit. It has been over 3 months and Octopus has still not refunded my account credit. I have sent multiple emails and phone calls and they still haven’t returned the money I am owed.