Octopus Energy reviews: Give your feedback

MWT

masonic said:

bristolleedsfan said:

Something that does not seem to be getting a mention, as of a week ago Go Faster customers continue to be getting renewed at old 2019 rate for a further 12 months including old standing charges due to Octopus apparent inability to send timely correct renewal notices

I'm 10 days from the end of my tariff, so here's hoping...

It looks like the regulatory obligation is to provide an end of tariff notification a minimum of 42 days ahead of expiry of the fixed tariff.

There is no specific number of days in the current Standard License Conditions, it was changed to 'reasonable' a little while ago.

It is is in 31I.2 - "be provided in a Form and at an appropriate time that is designed to prompt that Domestic Customer to make an informed choice in light of the proposed Change(s), leaving reasonable time for that Domestic Customer to avoid any Change(s) before they take effect"

masonic

MWT said:

masonic said:

bristolleedsfan said:

Something that does not seem to be getting a mention, as of a week ago Go Faster customers continue to be getting renewed at old 2019 rate for a further 12 months including old standing charges due to Octopus apparent inability to send timely correct renewal notices

I'm 10 days from the end of my tariff, so here's hoping...

It looks like the regulatory obligation is to provide an end of tariff notification a minimum of 42 days ahead of expiry of the fixed tariff.

There is no specific number of days in the current Standard License Conditions, it was changed to 'reasonable' a little while ago.

It is is in 31I.2 - "be provided in a Form and at an appropriate time that is designed to prompt that Domestic Customer to make an informed choice in light of the proposed Change(s), leaving reasonable time for that Domestic Customer to avoid any Change(s) before they take effect"

Fair enough, I was going by https://www.ofgem.gov.uk/publications/tougher-rules-fixed-term-energy-deals-come-force-ofgems-retail-market-reforms-begin-bite but this is 8 years old.

MWT

masonic said:

MWT said:

masonic said:

bristolleedsfan said:

Something that does not seem to be getting a mention, as of a week ago Go Faster customers continue to be getting renewed at old 2019 rate for a further 12 months including old standing charges due to Octopus apparent inability to send timely correct renewal notices

I'm 10 days from the end of my tariff, so here's hoping...

It looks like the regulatory obligation is to provide an end of tariff notification a minimum of 42 days ahead of expiry of the fixed tariff.

There is no specific number of days in the current Standard License Conditions, it was changed to 'reasonable' a little while ago.

It is is in 31I.2 - "be provided in a Form and at an appropriate time that is designed to prompt that Domestic Customer to make an informed choice in light of the proposed Change(s), leaving reasonable time for that Domestic Customer to avoid any Change(s) before they take effect"

Fair enough, I was going by https://www.ofgem.gov.uk/publications/tougher-rules-fixed-term-energy-deals-come-force-ofgems-retail-market-reforms-begin-bite but this is 8 years old.

The limits were relaxed about a year ago from memory...

Edit: actually it was a little longer, the decision was published at the end of 2018:

https://www.ofgem.gov.uk/sites/default/files/docs/2018/12/final_decision_-_customer_communications_rule_changes.pdf

savers_united

There are a number of us on price promise who have still not been informed of the price rise that was applied April 2nd.Have spoken to Octopus on a few occasions now but still not had any information through relating to the price rise, was told yesterday that it needs to be generated manually. Where do I stand, can they apply the increase or must they first send out notification, they have credited my account by a small amount but have been promised on 3 occasions that I will get a notification and breakdown of new rate sent through. 

bristolleedsfan

savers_united said:

There are a number of us on price promise who have still not been informed of the price rise that was applied April 2nd.Have spoken to Octopus on a few occasions now but still not had any information through relating to the price rise, was told yesterday that it needs to be generated manually. Where do I stand, can they apply the increase or must they first send out notification, they have credited my account by a small amount but have been promised on 3 occasions that I will get a notification and breakdown of new rate sent through. 

I was surprised to read Octopus has been giving notification of price promise tariff increase being as they stated changes would apply automatically,
Someone posted on twitter that after complaining about apparent tariff confirmation email clearly stating unit rates were fixed was given fixed rate as remedy.
https://octopus.energy/price-promise-calculations/

masonic

As it is a "tracker" tariff (pricing is dependent on a fixed formula that is only affected by external variables) it would be treated as a fixed tariff that is exempt from Ofgem's price increase restrictions for fixed tariffs, like the Tracker tariff we've been discussing upthread. They are being quite generous if responding to complaints by waiving the increase.

MWT

savers_united said:

There are a number of us on price promise who have still not been informed of the price rise that was applied April 2nd.Have spoken to Octopus on a few occasions now but still not had any information through relating to the price rise, was told yesterday that it needs to be generated manually. Where do I stand, can they apply the increase or must they first send out notification, they have credited my account by a small amount but have been promised on 3 occasions that I will get a notification and breakdown of new rate sent through. 

As per the other posts, they don't have to give you notice, and you can check the tariff rates any time you want on the website, either on your account page or in the tariff listings:

Eastern region in this case...

bristolleedsfan

masonic said:

They are being quite generous if responding to complaints by waiving the increase.

Month after Month Octopus have been giving those with Electric Vehicles another year at 2019 - kwh and standing charge rates due to some kind of technicality

Believe it or not this relates to variable rate price promise tariff

masonic

bristolleedsfan said:

masonic said:

They are being quite generous if responding to complaints by waiving the increase.

Month after Month Octopus have been giving those with Electric Vehicles another year at 2019 - kwh and standing charge rates due to some kind of technicality

Believe it or not this relates to variable rate price promise tariff

I can't see any evidence of which tariff that term applies to, either in your screenshot or the original one, but if that was sent to a customer on price promise in error, then they might indeed have to stand behind it. If the tariff has been correctly described to a customer, then they would not.

bristolleedsfan

masonic said:

bristolleedsfan said:

masonic said:

They are being quite generous if responding to complaints by waiving the increase.

Month after Month Octopus have been giving those with Electric Vehicles another year at 2019 - kwh and standing charge rates due to some kind of technicality

Believe it or not this relates to variable rate price promise tariff

I can't see any evidence of which tariff that term applies to, either in your screenshot or the original one, but if that was sent to a customer on price promise in error, then they might indeed have to stand behind it. If the tariff has been correctly described to a customer, then they would not.

https://forums.moneysavingexpert.com/discussion/comment/79078807/#Comment_79078807