Octopus Energy reviews: Give your feedback

Johndonuts

We will be moving house soon and have found that we are locked out of our account today. Sadly our move date has changed several times already due to conveyancing issues, but we had given the date of the 6th April. We were able to log in yesterday and noticed that Octopus has estimated our bills for the last three months, despite us giving meter readings every month when requested. This makes us wonder how they will estimate our usage once bills rise in April?

Today I have taken meter readings and sent them via email and asked why we cannot access our account.

Has anyone else been locked out of their accounts or had bills estimated even after supplying meter readings?

Thanks.

[Deleted User]

Chrysalis said:

Also they have a go tariff which gives super cheap electric at night, however for a undisclosed reason its exclusive to EV owners.  Basically a supercharged version of E7.

I don't want to upset you but Octopus has just launched a tariff which is restricted to owners of Volkswagen EVs. The undisclosed reasons will be that there is a commercial benefit to Octopus and Volkswagen in doing this, and Octopus want to attract consumers that use a large amount of energy when supply exceeds demand. For example, my EV took 31kWh from the Grid overnight.

gt94sss2

Octopus change their prices on 2nd April, so worth taking meter readings tomorrow rather than today.

MWT

Johndonuts said:

Has anyone else been locked out of their accounts or had bills estimated even after supplying meter readings?

Thanks.

That is highly unusual for Octopus as the Kraken system auto-generates a bill whenever a meter reading is submitted, it suggests that your account is not properly set up at the moment.

Were you transferred to Octopus from Avro by any chance?

alanwsg

gt94sss2 said:

Octopus change their prices on 2nd April, so worth taking meter readings tomorrow rather than today.

I think you need to submit the readings on the 2nd April.
When I've submitted readings before it generates a bill up to and including the previous day.
i.e. you need bills from xx/xx/xx - 1st April (Old prices)
And later on from 2nd April - yy/yy/yy (New prices)

youravinalarrrf

alanwsg said:

I think you need to submit the readings on the 2nd April.
When I've submitted readings before it generates a bill up to and including the previous day.
i.e. you need bills from xx/xx/xx - 1st April (Old prices)
And later on from 2nd April - yy/yy/yy (New prices)

I agree. If you check your previous statements I'm pretty sure you'll find that the meter readings you submit are always used as the closing readings for the previous day.

Meter readings need to be submitted on the 2nd April so the readings are used as the closing readings for the 1st April and opening readings for the 2nd April.

 

Umiamz

There's now a message on the website home page:

We're super busy today so you might have a long wait if you call. The best day to give us a meter reading is this Saturday (our standard variable prices don't change until 00:00 Saturday 2nd April.) Make a note of your readings or take a photo of them on Saturday. When we receive this reading we will apply it to your account from 00:00 midnight on the Saturday. You will have a week to submit them to us, so please don't worry if you can't get it to us that day.

Johndonuts

MWT said:

Johndonuts said:

Has anyone else been locked out of their accounts or had bills estimated even after supplying meter readings?

Thanks.

That is highly unusual for Octopus as the Kraken system auto-generates a bill whenever a meter reading is submitted, it suggests that your account is not properly set up at the moment.

Were you transferred to Octopus from Avro by any chance?

Thank you for your reply.

Yes we transferred to Octopus from Avro, but meter readings have been successfully used before this happened. We even have emails from Octopus thanking us for our meter readings, yet they have not used them for the past three months.

It has to be something to do with our move. It has taken a long time to move, we have had several setbacks and have had to push our date forward several times already.

But I would have thought they would leave our account active until we do move. We have tried to explain to them on the phone that our move could be postponed, fall through even. They have given us no indication as to why bills are estimated, they still ask for meter readings every month and we submit them swiftly. I only noticed this problem when I logged on yesterday, then today I cannot log in. We will have to wait and see whether they respond to our email and hope they can sort something out, it is an extra problem we could really do without at the moment.

frankie

Just tried logging on to my Octy account but it's not loading. just get the Oh Oh message.

BargainBear

Just DM'd Octopus on Twitter with my readings, they replied within minutes confirming their website is struggling due to traffic because of "National Meter Reading Day" and they'd updated my account with the readings.