Last Update: 06/09/21

Octopus Energy now owns the residential contract for electricity that you previously held with Brilliant Energy. This transition from Brilliant Energy to Octopus Energy was approved by the Bankruptcy Courts on May 5, 2021. You may have received a notice in the mail from ERCOT alerting you to this transition – welcome!

If you’re a customer of Brilliant Energy, you’ve come to the right place! We’re very excited you’re here, and hope we can answer some of your questions below. We’ll continually update this post with the latest information about the transition. 

Who is Octopus Energy?

Octopus Energy is an award-winning energy supplier. We’ve recently acquired Brilliant Energy’s residential contracts, and we’re moving all accounts over to become Octopus Energy customers. 

Your account will be moved over to us automatically. Questions about your outstanding bills? Please see our explainer below.

If you don’t want to be with us (we’re hoping that’s not the case!) you’ll be able to switch to another energy provider once the migration is complete — we really hope you’ll give us a try. You should have received an email from both Brilliant and Octopus Energy about the timing of your migration. If you haven’t seen it, take a look at your spam folder if you’ve missed it. 

I’m a former Brilliant Energy customer, what do I need to know?

While we are working through the transition, no late fees will be charged. We will reach out to you regarding your new bill with us. If you have questions about your outstanding bill with Brilliant Energy, please see below.

To Access the Web Portal:

Please click here to access our web portal. This portal is specific to former Brilliant Energy customers. If you are an existing customer, please continue to manage your account using the Octopus Energy App.

How to set up your account:

Your account details can be found at the below link to our portal.

http://my.octopusenergy.com

(para Español) http://my.octopusenergy.com/es

The first time you log in, you’ll need to set up a new password as your old one won’t work anymore. Just click on the button below, enter your email address (the one we have on file) and we’ll send you a link to set one up for your Octopus Energy account. It’s that easy!

https://my.octopusenergy.com/password-reset/
(Para Español)https://my.octopusenergy.com/es/password-reset/

I have an outstanding balance. Who do I contact to pay that?

Your account balance with Octopus Energy starts at $0. Octopus will officially take over billing responsibilities as of June 01, 2021. If you have any outstanding balances for April and May, please contact Brilliant Energy directly.

Brilliant Energy Contact Information:
By phone: 877-789-8801
Email: customerservice@brilliantenergy.com

Check payments can be sent directly to:
Brilliant Energy LLC
P.O. Box 840974
Dallas, TX 75284-0974

I’m moving. What do I need to do?

If you’re about to move and want to keep us as your energy provider (we hope so!), the process is pretty simple. Email heretohelp@octoenergy.com with the following details and one of our energy specialists will get right on it:

  • Current Address
  • Move Out Date
  • New Address
  • Move In Date

We’ll send you an email when we’ve updated the information. Easy, right?!

Have an energy broker? Here’s why that may not help you in the long run. 

If you’re working with an energy broker, you might be chatting with them about switching away from Octopus. This is of course totally your choice! However, beware that this is usually never in the interest of saving you (the customer) money. Typically, it’s only in your best interest to consult with an energy broker if you’re a business who’s bill exceeds $20,000/month. And in that case, you’d be better off with an energy consultant, someone who can help manage your energy usage, not just someone who has a pre-established contract  with an energy provider. In the long run working with an energy broker this will likely be a more costly move for you — the broker will sell you as a customer for commission, which may not reflect the value and service you actually need.  Chances are, you’ll get a lower rate if you just stay with Octopus.  Call us today (1-833-OCTO888) and we’ll get you locked into a 12-month rate for ~9 cents/kWh.  

I have a question about payments. What should I do?

Please continue to contact Brilliant Energy with any payment related questions. You can reach them by phone at (877)789-8801 (toll-free), or by email: customerservice@brilliantenergy.com.

Will my energy service be interrupted?

No, you won’t notice any change. We will ensure supply is constant. You will transfer to Octopus Energy’s systems and will receive our award-winning customer service.

What about my remaining account credit?

Your account with Octopus Energy starts at $0. If you have any remaining account credit due to you, please contact Brilliant Energy.

Brilliant Energy Contact Information:
By phone: 877-789-8801
Email: customerservice@brilliantenergy.com

Will my prices go up?

No. We will maintain any fixed pricing you are on with Brilliant Energy. When your Brilliant Energy rate comes to an end, we’ll work with you to determine which Octopus Energy product works best for you.

We work really hard to not increase prices whenever possible, so you should rest assured that we’re not here to play games with your price. We have always fought against competitors who increase rates after the lock-in price period and will treat you fairly.

Will I still be a Brilliant Energy customer?

As a Brilliant Energy Customer, you’ll become an Octopus Energy customer. We’ll let you keep your contract rate.  When your Brilliant Energy rate comes to an end, we’ll work with you to determine which Octopus Energy product works best for you. We work really hard to not increase prices whenever possible, so you should rest assured that we’re not here to play games with your price.  We have always fought against competitors who increase rates after the lock-in price period and will treat you fairly.

What do I need to do now?

You don’t need to do anything. It will take us a few weeks to move all customers onto Octopus systems as quickly and seamlessly as possible. There will be no impact to your energy supply. For the next couple of weeks, continue to contact your normal customer services line. When the transition of information is complete – we will be in touch with any information you need.

When we call you, we will not ask for sensitive information like your credit card or financial institution account numbers, dates of birth or social security numbers.

How will Octopus Energy accommodate so many customers at once?

We’ve got a robust team of Energy Specialists at the ready! 

All existing and new customers will continue to receive award-winning customer service thanks to Octopus Energy’s proven scalability. 

Will there be any benefits for affected customers that will come with the transition? 

  • All customers will either have the same rate or their rates will drop. 
  • Customers will benefit from Octopus Energy’s award-winning customer service.
  • All of our power is 100% renewable energy and there is no extra fee for this! 
  • We service over 2 million customers globally, rest assured that we’re prepared for your onboarding experience. 

I’m already in the process of switching to another energy provider. Can I stay with them? 

We would love for you to give us a shot. Our price and service combination is hard to top and we genuinely don’t think there is a better value out there!  

If you still want to switch, there may be a small delay. Due to the timing of the current transition period, your new provider may have a bit of trouble coordinating the switch. If there are any problems, please ask them to restart the switch. 

I want to find another energy provider. When and how can I switch? 

You’ll be free to switch, but during your transition from one system to another there may be a short period when switching may not work. We will inform you in advance of any period when switching may fail so that you can plan accordingly. 

Will my account details stay the same? 

You will get a new account number when you move onto the Octopus system. We’ll let you know when that happens. However, we’ll keep your old one on record in case you need to use it. 

I have recently made a complaint with Brilliant Energy. Who do I contact now? 

For the next few weeks, continue to contact Brilliant Energy either by phone at (877)789-8801 (toll-free), or by email: customerservice@brilliantenergy.com.

When your account moves to Octopus Energy, we will provide you with all the contact details you need. 

I’m a commercial Brilliant Energy customer, what do I do?

Octopus Energy has only secured residential contracts from Brilliant Energy. Commercial customers have been switched to POLR. We have no control over commercial energy contracts. Please contact Brilliant Energy with any questions or concerns: (877) 789-8801.