Octopus Energy reviews: Give your feedback

MWT

SGB89 said:

Hi guys. Could anyone who is on a Tracker tariff check to see what version they are on? I would be interested to know as I am in a complaint with octopus and they claim that people who signed up to v2 are now on v3 etc. thanks.

If this is untrue this would be helpful to know. 

Which version shows on your account? ...

...and when did you request to be moved to Tracker?

Has your account ever shown V2 ?

Octopus are usually very good at honouring the version that was current at the point you made the change request and V2 customers would not have been changed to V3 under normal circumstances...

SJMALBA

Any updates from those on earlier versions of Tracker?

Are you definitely still on v1 or v2, rather than having been moved onto v3?

(I am also in communication with Octopus re. v2, and have been told 'all tracker customers would be moved on to the latest tariff as it is created')

masonic

SJMALBA said:

Any updates from those on earlier versions of Tracker?

Are you definitely still on v1 or v2, rather than having been moved onto v3?

(I am also in communication with Octopus re. v2, and have been told 'all tracker customers would be moved on to the latest tariff as it is created')

Anyone previously on a prior version of Tracker should expect to renew onto the latest tariff once their fixed 1 year period has expired, but not before. As with all fixed tariffs, customers aren't moved immediately onto different terms as and when a provider releases a new tariff, their prices are protected for the whole of the period they've fixed for (in this case, 1 year). If you are saying that you were initially put on the v2 tariff, and have subsequently been moved from v2 to v3, then that shouldn't have happened, but it seems more likely that you were initially put on v3. I suspect the correct quote should have been 'all new/renewing tracker customers would be moved on to the latest tariff as it is created'

SJMALBA

Tracker is listed as a flexible tariff, not fixed - was this always the case?

masonic

SJMALBA said:

Tracker is listed as a flexible tariff, not fixed - was this always the case?

It is and has always been a fixed tariff based on Ofgem definitions. It has variable unit pricing, but all elements of the price calculation are fixed (it depends solely on an external wholesale price).

bristolleedsfan

SJMALBA said:

Tracker is listed as a flexible tariff, not fixed - was this always the case?

Tracker has always been stated to have a fixed term of 12 months, Product guide has always stated SC and Forumla can be changed if given at least 30 days notice,
T+C which at least those who switch both fuels/ the only fuel they have with Octopus to Tracker have to agree that formula can be changed.
Voluntary product kwh maximum Cap Octopus could if they wish allign all versions to be the same

SJMALBA

To clarify, I'm not on tracker, I emailed Octopus with a few questions re. Tracker, but by the time they responded (1 week) v2 had become v3, which is much less attractive (in terms of Standing Charges (SC) & unit rate caps), so I contacted them again to ask if I could be put on v2, given that I missed out due to their slow response, and was told:

'The tracker tariff rates change constantly in line with the wholesale market so anyone on the v2 would now be on the v3'

This didn't seem to align with people on here still being on earlier versions, so I emailed again, CCing Greg Jackson this time, pointing out that I was talking about the difference in unit rate caps & SC between v2 and v3, not the daily unit rates themselves (up to the respective caps), and received the following reply:

'I am not an expert on the smart tariff communications as the tracker is very new , all tracker customers would be moved on to the latest tariff as it is created and as far as I am aware they would receive notification unless it was already covered in the agreement.'

As far as I can see, Tracker is not a smart tariff, and they are once again talking about people on earlier versions apparently being automatically moved onto the latest version when it is created..

masonic

Clearly not an expert on very much as the Tracker tariff has been around for over 5 years. It was the first smart tariff offered by Octopus (it is a smart tariff, but not dependent on having a smart meter, as Octopus is willing to estimate daily usage for those without a smart meter, and who don't want to give a daily meter reading).

masonic

bristolleedsfan said:

SJMALBA said:

Tracker is listed as a flexible tariff, not fixed - was this always the case?

Tracker has always been stated to have a fixed term of 12 months, Product guide has always stated SC and Forumla can be changed if given at least 30 days notice,
T+C which at least those who switch both fuels/ the only fuel they have with Octopus to Tracker have to agree that formula can be changed.
Voluntary product kwh maximum Cap Octopus could if they wish allign all versions to be the same

I think there may be a regulatory challenge to making such changes mid-term, which is perhaps why they've not brought the various versions in line with each other.

SJMALBA

In conclusion, Tracker is a smart tariff, that's not identified as a smart Tariff on the list of Octopus tariffs, and it's fixed, despite being listed as flexible?

My brain hurts…😕 🙄