Hey ​@Tazzyy74,

I’m really sorry, as I don’t work for Octopus & am not aware of their internal processes or timelines I’m struggling to provide any advice here. We do have a number of community members who are with Octopus who may be able to advise.

There is always the option to go the the Energy Ombudsman. I found this information on their website:
 

If we're not able to reach a resolution - or if your complaint is open for 8 weeks - we may reach a position called 'deadlock'. In this case, we'll write to you explaining everything from our view, and make a final offer of resolution. If you decline this offer, we'll issue a formal deadlock letter which you can take to the Ombudsman for independent investigation.

You can get in touch with the Energy Ombudsman by phone on 0330 440 1624, by email enquiry@ombudsman-services.org or through their website or you can write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF.

It is a free and independent service and they will undertake a full review of your concerns and of the actions that Octopus Energy took in order to try to get to a resolution. If the Ombudsman finds that Octopus Energy have not acted correctly, then they will tell us what we are required to do in order to put things right.This can include an explanation and/or an apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.

Further information

You are free at any point after you have raised your complaint to contact Chief Executive, greg@octopus.energy, and Greg himself, or one of our managers will do everything in their power to resolve your issue. Please let him know your account number, contact details (including address) and the background to the problem.

Independent Advice

If you need independent advice at any time you can contact Citizens Advice by phone on 0808 223 1133 for England and 0808 223 1144 for a Welsh language service. You can visit their website at www.citizensadvice.org.uk/energy. Their service is free, independent and confidential.

If you live in Scotland you can contact Advice Direct Scotland; their website is https://energyadvice.scot/ or contact them by phone on 0808 196 8660.

8 have emailed Greg at Octopus Energy I've also contacted the ombudsman with now a new case .

They have all my evidence I've sent in regarding all this , now I'm sat in a house with what is dangerous and no one is contacting me .... I've live sockets on when the mains are off yet no one seems to give a damn

Hey ​@Tazzyy74,

I understand how frustrating this must be for you,

I’ve found this on their website: https://octopus.energy/emergency/ 

How to contact Octopus Energy in an emergency

Email emergency@octopus.energy for quick emergency help between 8am and 10pm every day.

Between 9am and 5pm Monday to Thursday, or 9am to 4pm on Friday, please free call us on 0808 164 1088.

Got no electricity or gas, and it's not an emergency or a scheduled power outage?

Here's a checklist of things to try if your electricity or gas goes out.

I've contacted 🐙 energy and since the email I've heard nothing , ombudsman are aware and have opened a new case with previous correspondence added .

I just want it all sorting , the billing corrected then I can leave this company as I feel let down by them and not one bit of concern for myself and family 

Octopus sent haste out they've tried the meter said it fine it's the electric .... he turned all switches off nothing , put all switches bar The mains back on and sockets still work ...this is a video of what's happening and now I'm panicking 

Hey ​@Tazzyy74 

There doesn’t appear to be any video linked in the comment. 

If you still have concerns about the meter, you should get in touch with Octopus Support Team.

I’m really sorry to see this is still all ongoing, but unfortunately there’s nothing our teams can do as Octopus are your supplier they are responsible for everything relating to the meter. 

If you’ve got a complaint raised already about this situation with them, and it’s been over 8 weeks since you raised it, and it’s still not resolved, you can get in touch with the Energy Ombudsman for further support. 

Octopus or haste have been out saying the meter is fine it's down to my electrics