Octopus Energy is one of the largest and most popular renewable energy providers out there at the moment. Working with almost 100 small-scale solar, wind and hydropower generators across the UK, they’re able to generate over 110gWh to roughly 1.5 million customers. As people become more aware of their impact on the environment, we can only imagine how much Octopus Energy will grow in the near future.
Whether you’re a new or existing customer, read on below to find out a bit more about Octopus Energy and have your questions answered. As always, we’ve got you covered!
Octopus Energy at a glance
- Name Octopus Energy
- Customers 1.5 million
- % Renewable 100% renewable
- CEO Greg Jackson
- Founded 2015
- Headquarters London, England
- Existing customers
- If you’re considering switching
Are you an existing Octopus Energy customer?
If you’re already an Octopus Energy customer, you’re likely to have very different questions than prospective customers. You want to know about your account and bills rather than signing up. We’ve answered some of the most frequently asked questions below.
Octopus Energy login
Octopus Energy’s online account has been set up with accessibility in mind and optimised for any device you want to use it on, which is just one of the reasons it’s won Best Online Experience at the USwitch Energy Awards in 2020.
You can do all kinds of different things on your online account, including:
- Send meter readings
- Let Octopus Energy know you’re moving house
- Change your direct debit
- Make payments
- Monitor your energy usage
- Register for a smart meter
- Contact customer service
- Change account details
- View your statements
Why can’t I access my online account?
If you’re having trouble logging into your Octopus Energy account, there are a number of things which might be stopping you.
The main reason people have trouble logging into their account is that they’re entering the wrong login details. It might seem silly, but try double-checking your email address and password for spelling mistakes. You might even be using the wrong password for the wrong website – it happens to the best of us!
If you’re still having trouble, it might be that you haven’t signed up for an account yet. You have to sign up manually rather than automatically so it may just have slipped your mind when you switched.
Is there an Octopus Energy app?
The Octopus Energy app is currently only available for iOS and is set to be released on Google Play soon.
While Android users can’t access the app, they can add their online account to their phone homepage in web form! Some people prefer this because it doesn’t take up as much memory as an app and has less access to your phone’s hardware. When you sign in to your account through Chrome on your phone, you’ll receive an automated prompt to add the page to your home screen or you can choose ‘add to home screen’ in the browser menu.
Because Octopus Energy keeps its API open, there is a huge range of unofficial Octopus Energy apps created by customers to help improve their homes and yours.
Octopus Energy top-ups and payments
With prepayment meters comes a lot of unique questions and problems with cards and keys being the worst of them. Octopus Energy hasn’t made it easy for prepayment customers – even to find out about tariffs you’ll have to email email@example.com but we’ve found out some of the answers so you don’t have to
How do I get a new top-up key/card?
It’s easy to lose your top-up card and key, no matter how organised you might normally be.
All you have to do to get a new one is email firstname.lastname@example.org or call 0808 164 1088. They can either send your new key or card in the post or you might be able to pick one up from your local PayPoint. Bear in mind that you might have to pay for your replacement.
Unfortunately, as Octopus Energy doesn’t support smart prepayment meters yet, you’ll have to wait for your replacement before you can top up. If you don’t have enough credit on your meter to wait that long, Octopus Energy might be able to set you up some temporary credit in the meantime.
What happens if I can’t afford to top up?
If your gas credit falls below £2, you’ll be able to claim emergency credit. Between April and October, your meter will store £5 of emergency credit, however, this increases to £10 the rest of the year.
If your electricity credit falls below £1, no matter the time of year, you can use £5 emergency credit. All you have to do to activate this is put your key/card back in the meter. Be aware that the full amount will be taken off your next top-up.
If you run out of credit during evenings (4pm-10am), weekends, or bank holidays, your electricity won’t be turned off. This is called ‘friendly credit hours’ and is set up at times it would be inconvenient to lose electricity or might be hard to get to the shop to top up. However, the electricity you use will be added to your meter as a debt which will be taken out of your next top-up. It will automatically be added when your meter reaches £0.
If you’re having trouble paying in the long run, it might be best to talk to Octopus Energy by calling 0808 164 1088. You might be able to set up a payment plan or come to an agreement to make it easier for you.
I want to upgrade to a smart meter
Smart meters are being rolled out extremely quickly as part of the Government’s plan to increase energy efficiency and cut down carbon emissions across the UK.
Octopus has tariffs available exclusively for customers with a smart meter, including OctopusGo, AgileOctopus, and OutgoingOctopus. These allow you to enjoy cheaper wholesale energy prices during peak times without having an Economy 7 meter.
Automatic meter readings!
Did you know that with a smart meter you’ll never have to submit a meter reading again! 100% accurate bills, all the time. Give us a call to find out more about automatic meter readings.
How to have your Octopus Energy smart meter installed
All you have to do to save time and money and access exclusive tariffs is get in touch with Octopus Energy. SMETS2 meters are being installed area-by-area so you’ll have to wait until Octopus Energy is installing smart meters near you before you can have one.
If you’re eligible for a smart meter, you should have already been contacted about an appointment, but if you haven’t, you can register your interest below.
Why is my Octopus Energy smart meter beeping?
Like all tech, it can be infuriating when your smart meter starts beeping and you don’t know why. Luckily, a beeping smart meter is normally nothing to worry about and a super easy fix.
The most common reason that your smart meter might be beeping is that your in-home display is running low on battery. This is also the easiest problem to solve as all you have to do is plug it back into the wall and charge it. It might be worth keeping it plugged in all the time to avoid this in the future.
Another reason your smart meter might be beeping is if your in-home display is kept too far away from the meter and lost connection. This is a trickier one to diagnose, and you might have to move it to a less convenient spot which could result in you being less aware of your usage and spending again.
Alternatively, you could be getting close to your energy budget and your smart meter is letting you know. If you go over regularly, you can change your budget on your in-home display. This could also be the case if you haven’t set a budget as many come with one preset.
Are you considering switching to Octopus Energy?
Great choice! Octopus Energy is one of the most popular 100% renewable energy providers out there. If you need help making the final decision, we’ve got everything you need to know in one place.
Octopus Energy is consistently praised across all of the review sites – 91% of their Trustpilot reviews are 5*. Take a look at some of the rest of their scores below:
|Trustpilot||4.8 out of 5 | 57,603 reviews|
|Which?||80% overall score|
|Reviews.io||2.9 out of 5 | 349 reviews|
Customers are impressed by Octopus Energy’s ease of access, whether that’s switching providers, contacting customer service, or navigating their website. This isn’t surprising considering they won awards for all of these at the Uswitch Energy Awards 2020.
Complaints they do receive seem to predominantly be about smart meters and problems with them that Octopus have outlined on their website. Because their smart meter tariffs are new, there are still some teething problems and because they’re installed area-by-area, there can be longer wait times for installation.
See our full list of Octopus Energy reviews below and find out what’s good and bad about Octopus Energy.
Octopus Energy tariffs
If you have or want a prepayment meter, you won’t be able to compare tariffs on their website, you’ll have to email them at email@example.com to get a quote. However, they have some great tariffs for those with credit and smart meters.
See how much you could save when you switch with Utility Switchboard
All UK energy providers have to share their Fuel Mix Disclosure with their customers. We know that Octopus Energy uses 100% renewable energy, but where does this energy come from? We can break their fuel mix down even more into which renewable energy sources are used by Octopus Energy.
Warm Home Discount
As one of the biggest renewable energy providers, Octopus Energy offers the Warm Home Discount to their eligible customers. The Warm Home Discount is a Government-led scheme helping vulnerable and low-income households to afford their energy bills over the winter as we have the heating and other appliances on more. If you’re accepted, you could receive a one-off payment of £140 towards your energy bills from September to March.
Get £140 from the Warm Home Discount
Let us guide you through the Warm Home Discount and find you the right tariff that can also give you an additional £140 from the Warm Home Discount.
Eligible customers will be put into one of two groups – either the core group or the broader group – depending on the criteria they meet.
The core group are those who receive the Guarantee Credit element of Pension Credit. If you’re in the core group, you’ll be signed up and accepted automatically and will be sent a letter from the DWP letting you know and whether there’s anything else you need to do.
The broader group have to receive certain benefits and support in order to be accepted. Different providers have different criteria for the broader group, but you’ll have to apply directly every year. Discounts for the broader group are limited and are given out on a first-come, first-served basis. The application window usually opens in the Autumn but can close at any time if there are no discounts left so you should apply as soon as possible.