Octopus Energy reviews: Give your feedback

masonic

bristolleedsfan said:

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

OOPS! That'll cost them.

MWT

masonic said:

bristolleedsfan said:

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

OOPS! That'll cost them.

This is old news though, we've been around this loop a few times now.

Some people read the marketing information on the web page which clearly described how the tariff worked then got the emails with incorrect information and decided to try their luck...

Some didn't read any of the information and were offered it on the phone without full details given and they have a good case.

There tends to be a batch of these that surface every 6 months when their is a price change, most were sorted out last October.

bristolleedsfan

MWT said:

masonic said:

bristolleedsfan said:

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

OOPS! That'll cost them.

There tends to be a batch of these that surface every 6 months when their is a price change, most were sorted out last October.

You may have good reason to know that "most were sorted out last October"

From what I have seen more customers appear to have brought it up online since April price increase
(2) octopus energy price promise - Twitter Search / Twitter

BargainBear

Tbh I'm not fussed about the rate increase on the price promise tariff, I was both surprised and relieved when they kept the increase below 4p per unit back in November, so I knew a change would be coming eventually given everything else that's going on.

Whilst the standing charge is higher than the Tracker, the unit rate gives me the security I need, for now, whilst being below every other tariff; albeit Tracker can dip below it but doesn't offer the same security. So the lack of email about it was simply an observation and those chancing it on semantics are fortunate that Octopus are accomodating them.

For what it's worth, my email regarding the switch to Price Promise advises correctly of it being a variable tariff.

MWT

bristolleedsfan said:

MWT said:

masonic said:

bristolleedsfan said:

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

OOPS! That'll cost them.

There tends to be a batch of these that surface every 6 months when their is a price change, most were sorted out last October.

You may have good reason to know that "most were sorted out last October"

From what I have seen more customers appear to have brought it up online since April price increase
(2) octopus energy price promise - Twitter Search / Twitter

You may be entirely right, 'most' simply reflects when I saw the most raising it, I don't frequent Twitter though so who knows...

savers_united

bristolleedsfan said:

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/

Surely that is the same as the SVT, that increases / decreases every 6 months in line with Ofgem calculation. Customers still get notification of the change, with price promise Octopus have previously Informed me of the changes and others have had notification recently. I would argue its more important than the SVT, as octopus have their own formula that they say guarantees to be at least £50 below cap, that is across both fuels, I only get my gas via price promise so it would be nice to be informed how and when the increase takes effect. Last time around it was not Increased for 6 weeks after the new cap rate took effect, so no guarantee it will increase the same time as the SVT but in the dark if they do not Inform you.

I would argue they are still obliged to inform customers of change to the tariff rate as its a fixed tariff term. 

MWT

savers_united said:

I would argue they are still obliged to inform customers of change to the tariff rate as its a fixed tariff term. 

Where the tariff varies in accordance with a predefined formula there is no requirement to advise the customer each time it changes.

Take the 'Agile' tariff, or the 'Tracker' tariff as examples, Agile changes 48 times a day, Tracker changes daily, neither require notification for each change.

Similarly for the 'Price Promise' the calculation is published so there there is no requirement to advise the customers on that tariff in advance. 

savers_united

MWT said:

savers_united said:

I would argue they are still obliged to inform customers of change to the tariff rate as its a fixed tariff term. 

Where the tariff varies in accordance with a predefined formula there is no requirement to advise the customer each time it changes.

Take the 'Agile' tariff, or the 'Tracker' tariff as examples, Agile changes 48 times a day, Tracker changes daily, neither require notification for each change.

Similarly for the 'Price Promise' the calculation is published so there there is no requirement to advise the customers on that tariff in advance. 

I can understand with tracker and agile as they change daily it would be impossible to keep informing customers, you sign up to those tariffs on the understanding you monitor them daily if you want. 
Price promise is the same as the SVT, 
You could argue the capped SVT is a set formula in that it changes every 6 months and Ofgem do the calculation.

Price promise is at least £50 below the Cap, when I spoke to Octopus about this they said a dual fuel customer will overall pay at least £50 less than someone on the SVT. It could be £60,£80 below the Cap. I am gas only so would like to know how much I would save against the SVT with a single fuel, without getting notification I am unable to compare against other tariff and when the change will actually take effect, previously the tariff did not change the same time as the SVT, how can you budget if you do not know when the rate is going to change.

Also unlike tracker where you have a fixed SC, on price promise this does change, it may or may not be the same as the SVT but it will change, again depending on time of year you may be better moving to another tariff. Without being informed of what the new SC will be how can you make that informed decision. 

Like I said previously I have spoken to Octopus and they have not told me I will not get notification, instead they said its a glitch because I only have the gas and it would need to be generated manually. That tells me they should be sending them out. 

MWT

savers_united said:

Like I said previously I have spoken to Octopus and they have not told me I will not get notification, instead they said its a glitch because I only have the gas and it would need to be generated manually. That tells me they should be sending them out.

That really just tells you that the CS person you spoke to may not appreciate the subtitles of the tariff, but even if they don't have to send them out they can still opt to do so if they wish.

savers_united said:

You could argue the capped SVT is a set formula in that it changes every 6 months and Ofgem do the calculation.

You can't make that argument because the tariff doesn't have an end point so it misses one of the requirements under the SLC.

I do understand your other points, but to some extent you do sacrifice a little certainty on the details  when you choose one of the more exotic tariffs, and hopefully Octopus will send out notifications even if they don't have to.

bristolleedsfan

savers_united said:

MWT said:

savers_united said:

I would argue they are still obliged to inform customers of change to the tariff rate as its a fixed tariff term. 

Where the tariff varies in accordance with a predefined formula there is no requirement to advise the customer each time it changes.

Take the 'Agile' tariff, or the 'Tracker' tariff as examples, Agile changes 48 times a day, Tracker changes daily, neither require notification for each change.

Similarly for the 'Price Promise' the calculation is published so there there is no requirement to advise the customers on that tariff in advance. 

Price promise is at least £50 below the Cap, when I spoke to Octopus about this they said a dual fuel customer will overall pay at least £50 less than someone on the SVT. It could be £60,£80 below the Cap. I am gas only so would like to know how much I would save against the SVT with a single fuel, without getting notification I am unable to compare against other tariff 

For my own interest yesterday I compared new price promise gas rates listed in historical tariffs with new flexible gas rates listed within current tariffs.
Someone using 12000 kwh gas per year for my region price promise is a few pounds less than £25 cheaper.per year