Octopus getting dodgy with customers?

[Alan Ambrose]

I was surprised to notice on two separate accounts that I have sight of that Octopus has moved both accounts from 'Agile' to 'Flexible' tariffs.

 

I see on both accounts I missed an email from them with the title 'your fixed term is coming to an end'. Well, I never noticed the email and it makes no sense that Agile is a 'fixed term' tariff.

 

Both emails have a link saying 'Give me more agile'. First of all these links don't work - their system claims it is broken. Then it wants me to apply as though I had never been a customer before - 'do you have a smart meter?', 'this tariff is still in beta' etc etc.

 

Just a way to flip existing customers to higher tariffs? Anyone else seen this?

 

 

 

p.s. their dumb system asks me which type of smart meter I have. Well it's probably the type that you have been connecting to and getting data from for several years.

Edited February 26 by Alan Ambrose

[Alan Ambrose]

p.s. their UI is still misleading too. Click on 'change my tariff' and it gives you a choice of their standard fixed or variable, nothing else. So the standard punter will think those are the only options on offer. You have to search elsewhere to get a 'smart tariff'.

 

Call me paranoid, but I do think they're out to get me trying their hardest to get most people to move to their standard variable and fixed rate 'deals'.

 

'Full and fair'? Don't think so.

[S2D2]

On 26/02/2025 at 11:17, Alan Ambrose said:

I missed an email from them with the title 'your fixed term is coming to an end'. Well, I never noticed the email and it makes no sense that Agile is a 'fixed term' tariff.

I don't know the details but for a while they made all the smart tariffs fixed term, I remember a vague email from a while ago about they needed to to comply with the price cap when the government were giving out grants during covid.

 

They are obliged to inform you when the fixed term comes to an end and what will happen when it does, if you do nothing then as far as I know they're entitled to switch you onto the standard tariff, someone will be along to correct if not. The link in such an email will be valid only so long as it's required to be and after that all bets are off. Perhaps the token expired so they have to treat you as a customer that hasn't logged in?

[TerryE]

You have to reconfirm that you want to stay on Agile before the end of the 12 month term.  Just raise a polite case with the helpdesk mail address ASAP saying that you missed the fine detail on the end of contract email and that you do want to stay on the (current) Agile tariff.  I say current because they tweak the T&Cs every year and you can stay on an old Agile tariff.  You have to accept the current T&Cs or leave Agile.

 

PS. the error message is because some context cookie has expired. Signing out and relogging in will fix this.

 

Edited Monday at 12:33 by TerryE