customer
I hope this is an anomaly
I hope this is an anomaly. We signed up for service a week or two before we closed on a new property, with a begin date of the closing date. Power was turned off that night, Oncor says Octopus didn't switch us, and I can't get ahold of anyone at Octopus to address this. They don't answer the phone on weekends, and several emails and texts have gone unanswered. Plus, it's hot in Austin this time of year. So far not happy with their 'stellar' customer service. Update: The request for the additional information went to junk email, so we missed it. When I was finally able to reach someone today the matter was dealt with quickly and professionally, so I'm grateful for that. It would have been good if someone had responded to emails and texts over the weekend, though. Your phone message indicates those are the best ways to get in touch even off hours, but numerous attempts went unanswered. I hope you can address that. I do think things will be better going forward, though, so thanks for the quick resolution today!
Reply from Octopus Energy USSep 8, 2026
Hi, we’re sorry for the stressful start to service in your new home, especially in this heat. We emailed on August 23rd requesting additional documents required to complete your enrollment ahead of your requested September 5th start date. We needed those documents before we could arrange for your service to begin. We’ve since received them, and your power is now on. We’re glad you’re connected and hope you’re settling into your new home. If you need anything else, please email us at [email protected] Love and power, Katie @ Octopus Energy