Octopus Energy Germany Reviews 97,299

Ich habe von Octopus Energy Deutschland eine Wärmepumpe installieren lassen, und leider war es eine der schlechtesten Kundenerfahrungen, die ich je gemacht habe.

Die Qualität der Installation war sehr schlecht:
Die Außenrohre wurden mit Klebeband "isoliert", Dämmmaterial quoll ungeschnitten aus den Wandöffnungen, und sowohl innen als auch außen wurde keine saubere Ausführung vorgenommen.

Das Hausinnere wurde in einem schrecklichen Zustand hinterlassen:
An den Wänden waren ölige Handabdrücke, und das Badezimmer sah aus wie eine öffentliche Toilette nach einer Party. Es wurde keinerlei Rücksicht auf Sauberkeit oder Sorgfalt genommen.

Das Benutzerhandbuch für die Inneneinheit wurde von den Installateuren verloren.

Nach nur zwei Tagen Betrieb hat die Wärmepumpe vollständig den Dienst verweigert.
Ich musste über eine Woche auf einen Techniker warten – trotz mehr als fünf E-Mails und mehrerer Anrufe, von denen die meisten ignoriert wurden.

Im Verlauf dieses Prozesses habe ich über 40 E-Mails an verschiedene Ansprechpartner bei Octopus geschickt. Viele davon blieben unbeantwortet.
Die fehlende Kommunikation ist wirklich schockierend. Es gab keine klare Ansprechperson, und es fühlte sich so an, als sei niemand für den Gesamtprozess verantwortlich.

Die Entsorgung der alten Heizungsanlage wurde trotz bestätigter Termine mehrfach verschoben.
Einige der schweren Geräte standen Wochen lang in meinem Haus, und ich musste immer wieder nachhaken, bis sie endlich abgeholt wurden.

Um das Ganze noch zu verschärfen: Im ursprünglichen Angebot wurde mir ein Wartungsvertrag zu einem bestimmten Preis zugesichert. Direkt nach der Installation der Wärmepumpe wurde mir jedoch mitgeteilt, dass dieser Preis nicht mehr gilt – und der neue Preis war deutlich höher.
Über diese Preisänderung wurde ich zu keinem Zeitpunkt informiert.
Als ich das Thema ansprach und versuchte, eine faire Lösung zu finden, zeigte niemand echtes Interesse daran, die Sache zu klären.
Das zeigt eine erhebliche interne Koordinationsschwäche und mangelnde Transparenz im Kundenumgang.

Ursprünglich hatte ich geplant, mit Octopus auch Solaranlagen zu installieren und möglicherweise den Energieanbieter zu wechseln – aber nach dieser Erfahrung ist das vollkommen ausgeschlossen.

** English *****************************************************

I had a heat pump installed by Octopus Energy Germany, and unfortunately, it has been one of the worst customer experiences I’ve ever had.

The installation quality was very poor:
External piping was "insulated" using duct tape, foam insulation was left pouring out of holes in the walls, and no proper finishing was done — both inside and outside the house.

The interior of my home was left in a terrible state:
My walls had greasy handprints, and the bathroom looked like a public restroom after a party. There was no respect for cleanliness or care during the process.

The manual for the interior unit was lost by the installers.

After just two days of operation, the heat pump stopped working completely.
I had to wait over a week for a technician to come, despite sending over five emails and making multiple phone calls — most of which were ignored.

Over the course of this process, I sent more than 40 emails to different contacts at Octopus. Many of them went unanswered.
The lack of communication is truly shocking. There is no clear point of contact, and it felt like no one was responsible for the entire installation process.

The removal of the old heating equipment was delayed multiple times, even though I had confirmed appointments.
Some of the heavy machines remained in my home for weeks, and I had to follow up again and again for them to be picked up.

To make matters worse, the maintenance plan was offered at a specific price in the initial proposal. However, immediately after the heat pump was installed, I was informed that the plan was no longer available at that rate — and the new price was substantially higher. At no point was I notified about this change.
When I raised the issue and tried to find a fair resolution, no one showed any real interest in correcting the situation. This reflects a serious lack of internal coordination and a disregard for transparent communication.

Originally, I had planned to also install solar panels with Octopus and potentially switch to them as an energy provider, but after this experience, that is absolutely out of the question.

Easy seamless switch, for more affordable rate

Fast communication

easy to process tranfer to another address

Very satisfied, love the service and the prives, top app, Easy tò use

Quick support. Thank you very much.

Best electricity company operating in Germany.
Everything can be done on App or online, unlike German companies. And a request is completed very quickly and smoothly.
Plus, Octopus is cute 🐙

Please tell me why my contract will be started from 23.09? I already move in my new flat since 20.05, and sign a new contract with you!
I sent you an email to ask, but no one reply me, so I was really unhappy about that.

Super easy, all online, seemless transition with only a couple of clicks and pieces of information

6 emails just to change the tariff and I was told to do it via website at the end, which is not possible because i am an existing customer and it asks me for contract termination and octopus is not a listed provider.

When I called the first time over the phone i was told I have to write an email. Clearly wrong information

Complete lack of process and meanwhile the prices for Octopus Go have gone up.

We have to wait a year because you waited a day before cancelling our present provider. Now we are stuck with a very high tariff.

this review is for the Switching process only. I have not had experience of the service for a time to comment. I have to say the switch process was very smotth and easy. The communication was clear and the next steps clearly marked out. So far very happy with the secompany and approach.

It was very quick with just one click and one email.

I am still waiting for my contact to start but provider shift went smooth and faster than expected.

It is very simple to apply to become a customer of Octopus energy company. They are very quick to respond to emails and professional.
The offers are convenient.

I am still very new in using the Octopus Energy Germany, so its too early for the review.

I had a phone conversation yesterday with Aenne from the Octopus team.
It was about correcting the recorded meter readings and the resulting overpayment for the gas and electricity contracts.

Aenne was very friendly, handled my concerns with absolute competence, and still had time for a few kind words.
I’m truly impressed by Aenne and her colleagues.
I can only recommend them.
Thank you, Aenne.