Feeling absolutely furious with Octopus…
Feeling absolutely furious with Octopus again. We've been waiting weeks for our appointment to fit a smart meter (the only way to sell power back to the grid, so we're losing that money while I wait). I have notified Octopus twice that we are on 3 phase electric. Today, the day before the smart meter fitting, the engineer calls and I mention (again) that we are on 3 phase, to which he replies he's not qualified to do the fitting. So now I sit on hold waiting for someone to take me call, (no one does, one is advised to send an email for a "quick response" which in my experience takes 5 days!!) and anticipating another long wait for an appointment... more money lost... and who knows if the engineer will be qualified when one turn comes. Absolutely livid!!
Reply from Octopus Energy
Hi Catherine,
My name is Jonny, and I’m one of the team leaders at the London HQ. Many thanks for leaving this feedback on Trustpilot; it’s really useful in helping us improve our processes so we can provide the best customer service possible. We really appreciate all feedback, even if it is negative.
Firstly, I’m really sorry that you’ve had a bad experience with us; this is absolutely not what we aim for. I thought I would shed some light on the situation to give a little clarity and explain how this might have happened.
With a 3 phase meter installation as they are still quite new there are not many engineers who are qualify to install them. I can see that there was a miscommunication in regards to the fact you need a 3 phase install in the property. We are truly sorry about this and I can see that one of my colleagues has already raised it with our engineering team to get a new appointment booked in for you.
I have reached out to you directly to discuss; however, if there is anything else that we can help with, please don't hesitate to reach out via email or by giving our phone line a call. Our phone lines are open Monday-Thursday 9-5pm & Friday 9-4pm, and our email address is hello@octopus.energy.
Have a lovely day, and stay safe.
Kind regards,
Jonny