Octopus Energy España Reviews 15,627

Octopus has made false promises. They have misrepresented their services. Only after the panels were installed did they inform me that the promised energy contract was not available to me. I signed the installation contract after being explained that it would be possible to reduce my energy bill to zero, or close to zero. This would be achieved through a solar wallet where excess energy from the panels would be stored. This excess could be used during non-sunlit hours and could also be used to offset my second property. They indicated that the excess energy would be valued at 13 cents per kW. I have proof of these claims made by the Octopus representative. I was told that we could only sign the energy contract after the panels were installed. When the panels were installed, I was told that the person in charge had misinformed me and that the promised energy contract was not available for my installation type. Therefore, neither the solar wallet nor the promised value of the surplus energy were available to me. I installed the maximum number of panels (18) on my roof to get the most out of the energy produced. This excess energy is now wasted, as I cannot use it. If I had received the correct information from Octopus in advance, a) I would not have signed the contract with Octopus and b) I would have installed fewer panels.

An intermediate company was asked to negotiate a solution. Again, Octopus claimed we could get the solar wallet if we would pay the full amount. This turned out to be lie once more. We made an offer to find a compromise but negotiations were ended by Octopus immediately.

I am so dissapointed, angry and upset with this company. The false misrepresentation of information and no willingness to find a solution or compromise. I am now stuck with too many solar panels and no option to use the excess energy.

Don't fall for the nice words of their representatives and avoid this company!

We had no power for 2 weeks. Endessa the distribution company was difficult to deal with. The problem was at their end. They would not come out initially.
After lots of pressure from Octupus they did. They then sorted the problem.
I have to thank Mia at Octopus for handling the communication between the two companies and sorting out our issue.
She was in constant touch with emails most days keeping us up to speed.
Thank you Octopus and Mia.

We’ve always had excellent customer service in UK and are delighted we’ve been able to switch to you here in Spain

Receiving your communication in the Englisch language

I used Octopus Energy in the UK and so wanted to also use them for our Spanish home. It was very easy to switch from the old supplier. One of the main reasons for using Octopus Spain is that they provide an English speaking service as our Spanish is still improving, and it also helpa that their service is alwayys good and the prices are lower. An issue with the bank details was dealt with very well by a support lady called Sheila C. I recommend Octopus Spain for English speaking people! Great service so far.

Putting 1 star to get some attention, and I'm sad to do it as overall I'm happy with the tariffs and would be happy to leave 4-5 star if you improved your app and the customer service.

The app has issues for 3 months now (since I joined) and is not showing consumptions for all days. This month we hit the jackpot - no data since 27/06...

I've messaged the client service many times, they are trying their best (seems like) but have very little information and probably poor training plus a mess in their work tools, maybe staff shortage? - different people answering the same request, sometimes with different answers. Many times sloppy - not reading the request and answering irrelevant information or providing incorrect information.

Hope to see improvement because this is causing a lot of frustration not to be able to see the consumption, when other companies not only allow it but also estimate the bill amount.

Impressive tariff plans but service needs to be improved. I'm waiting for the response by support team from more then one week when they have promised to resolve the issue in 5 days. This is beyond acceptance!

Easily reachable via email and they respond fast to questions.

Estefania B was knowledgeable and gave me fast and good recommendations and advice.

Very positive experience !

The response time is very fast and the answers and recommendations I received to my questions are good. I was helped perfectly by Estefania B. Good knowledge, very helpful and prompt.

Did my asda shop in plymouth ,and stopped to ask a rep for octapus if could save by switching,he really new his onions confident knowledgeable. He worked out what I could save told me to down load the app which was easy to use thank you (samson) you really saved me some money.

Enrique was more than helpful today helping me change my supplier. He walked me through the process and helped me understand what was needed to make the switch. I was vey grateful for his time and expertise. Many thanks

I called them 3 times with the request if an English speaking colleague could call me back and they never did. Once they even hung up on me when I didn't understand them.

After being good for a long time & better then other energy companies they have moved their call centre abroad. Bosnia I think.
What was the point of the adverts as now I have to put the phone down & call back as some operators lack basic communication. Not even a how can I help you?
Latest thing was paying my bill by putting in card details I asked do I need to press #
The responce no
4 attempts & the operator insisting I verbally give him my card details. I'm sorry but I find it hard to believe he didn't know I should press # after keying in card details.
It's now 50/50 getting a decent operator. Took speaking to a 3rd operator to get my bill payed which should be a simple quick process

The transition was seamless and carried out quickly and efficiently. Great shame that all the lead up to this was in English (which shows you can do it when you want). Now all your communications are in Spanish. You took away from us something we, as English speakers, wanted.

This is by far the most incompetent company I ever encountered. They made so many mistakes in the whole process, are not responding and if they are employees are telling different kind of things.
I would never ever recommend this company to anyone.

Excelent customer service support from Marina E. !
Gracias Marina :)

Ilaria helped me by email to switch my electricity rate. Took me only 5 minutes. Octopus is really fast and alert with helping clients.

Bery easy to deal with

It took a while as there was some confusion with language barrier, all sorted now and very satisfied with the way Jamie Martinez sorted everything to my satisfaction

Been with them ever since we installed our solar system. The best thing about Octopus is their customer service and how easy it is to communicate with them.
If you are very lucky, you'll get to communicate with Giancarlo. He's very good and he has a good sense of humour. I'm not sure if his bosses want to know that but I liked it....