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.
Buggy - but they fix it quickly
**update - bugs fixed & can now login again. New update stil resulted in whirly on startup even after force closing & relaunching but deleting & redownloading app worked this time & im logged in & everything working. **
I haven’t been able to get the app to work despite weekly updates & bug fixes for a month now. Constantly hangs on launch either with the wind turbine graphic spinning forever, even when force closing & relaunching. Deleting & downloading the app sometimes results in getting to the login screen but it constantly tells me I don’t have an internet connection when I do. Logging into main website without issue so not a problem with my account or internet connection.
I haven’t been able to get the app to work despite weekly updates & bug fixes for a month now. Constantly hangs on launch either with the wind turbine graphic spinning forever, even when force closing & relaunching. Deleting & downloading the app sometimes results in getting to the login screen but it constantly tells me I don’t have an internet connection when I do. Logging into main website without issue so not a problem with my account or internet connection.
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Response from developer
Hi there, could you let me know if you still see this after updating the app to the most recent version? ⚡️🐙
Great energy app (and company)
Honestly love this app, super detailed and transparent. Easy to use and understand. AND it’s got cute octi’s evergwhere 🐙
Crashes Daily
The app crashes almost every day. I’ve tried uninstalling and reinstalling but it still crashes. It’s more of a pain than a convenience!!!
Continuing to improve
The app itself is pretty good in terms of functionality and clarity. The issues that remain are I suspect in the back room systems.
For example each Electroverse charging session is a new bill rather than being summarised in the monthly bill. By all means show separate transactions but five or six bills in a month is daft. It also makes comparisons between months difficult. The app usage charts don’t include standing charges.
Then there is the “shouting into the void” when you submit manual readings. They get recorded the next day but the app continues to say you can’t ask for a refund because Octopus hasn’t received a recent meter reading. Something isn’t connecting.
I’ve got a very slow smart gas meter on one property that makes the usage monitoring less helpful. The irony is that the electric smart meter in the house is very good at sending data.
Overall it’s a solid four stars. To get five stars from me will require Octopus to sort some of the back room stuff that feeds into the app.
For example each Electroverse charging session is a new bill rather than being summarised in the monthly bill. By all means show separate transactions but five or six bills in a month is daft. It also makes comparisons between months difficult. The app usage charts don’t include standing charges.
Then there is the “shouting into the void” when you submit manual readings. They get recorded the next day but the app continues to say you can’t ask for a refund because Octopus hasn’t received a recent meter reading. Something isn’t connecting.
I’ve got a very slow smart gas meter on one property that makes the usage monitoring less helpful. The irony is that the electric smart meter in the house is very good at sending data.
Overall it’s a solid four stars. To get five stars from me will require Octopus to sort some of the back room stuff that feeds into the app.
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Can’t connect my thermostat
There’s no link to add my devices. I’ve looked everywhere. How am I supposed to save money if I don’t have the link to connect my device?
One of the best
The weekly updates do improve the app. One recent update, however, changed the view of ‘My Energy’. For those of us with solar panels, it used to show generation at the top, then electricity consumption and gas consumption at the bottom. This made sense; generation then consumption. For some unknown reason this has changed to electricity consumed, then electricity generated and poor old gas below. Can we please have the old order back, or a choice of what to view and where? The app is still obviously an iOS port to iPadOS as the layout doesn’t make good use of the screen real estate but nonetheless, it’s a great app.
23 May update - last month or so the app has been very slow updating the gas consumption. Supposedly every 30 minutes but more like 24 hours behind. Also noticed that the bills view is out of date. My 27 April bill is not yet showing. Even so, still an excellent app from a great company.
23 May update - last month or so the app has been very slow updating the gas consumption. Supposedly every 30 minutes but more like 24 hours behind. Also noticed that the bills view is out of date. My 27 April bill is not yet showing. Even so, still an excellent app from a great company.
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Far too many bugs April 2
Full of bugs and missing features and links since update. April 2 update to review.
Link to bills is missing
Where has the convert points to pennies gone?
Usage section is awful.
All in all a terrible app when it doesn’t crash.
Link to bills is missing
Where has the convert points to pennies gone?
Usage section is awful.
All in all a terrible app when it doesn’t crash.
Response from developer
Sorry to hear about this issue. We had a bug that was quickly resolved in one of our recent releases. This has since been fixed. If you are still facing issues though please reach out at heretohelp@octopusenergy.com. 🐙
