Octopus Energy reviews: Give your feedback

Umiamz

Jonty6262 said:

Umiamz said:

Jonty6262 said:

Did you know that if your on smart tariff Octopus Go Faster, meter readings are not included on your statement.Meaning you can't check your meter corresponds with the bill. The operations manager at octopus told me that. 

Yes, but if you download the Octopus app you can see the readings for the start and end of the period that you've been charged for. It's down at the bottom of the Usage tab - "View meter reading history".

Is that available for the electric? I can see the gas, different tarrif. But not electric

Yes, I can see it for both. I'm on Go Faster for electricity and Flexible for gas.

Telegraph_Sam

Some time back I noticed that my Go Faster opening and closing meter readings no longer appeared in my invoices. I pointed this out to Hello and amazingly they reappeared on the next statement. I assumed - wrongly it would seem - that this omission had been corrected for everyone. I don't rely on any app other thsn the smart meter.

Jonty6262

Telegraph_Sam said:

Some time back I noticed that my Go Faster opening and closing meter readings no longer appeared in my invoices. I pointed this out to Hello and amazingly they reappeared on the next statement. I assumed - wrongly it would seem - that this omission had been corrected for everyone. I don't rely on any app other thsn the smart meter.

That how I spotted it but then I emailed the guys at octopus and the operations manager came back with the "Go Faster, meter readings are not included on your statement" answer. I think it should be, not all customers have the app. 

Telegraph_Sam

It would seem that not having the app is the answer !

Consumerist

I think I would make this matter the subject of a complaint.

Umiamz

Consumerist said:

I think I would make this matter the subject of a complaint.

On what grounds?

bristolleedsfan

Octopus Go/Intelligent peak rates increased today, still slightly cheaper than Loyal Octopus 12 Month April 2022

Remains to be seen whether standard 12 month fixed rates will also increase

Spies

bristolleedsfan said:

Octopus Go/Intelligent peak rates increased today, still slightly cheaper than Loyal Octopus 12 Month April 2022

Remains to be seen whether standard 12 month fixed rates will also increase

4.9p increase on peak rates, pretty significant.

Jonty6262

Consumerist said:

I think I would make this matter the subject of a complaint.

It has been. No customer satisfaction as yet. This is what the operations manager says:

"I am one of the Operations Managers here at Octopus Energy. In regards to your issue with the missing electricity readings on your energy statement, you have signed up to our smart tariff Octopus Go Faster. On this smart tariff, you receive a super off peak rate for four hours from 20:30 each evening. In order to bill you on this tariff, we bill to your meter's half hourly consumption data. This differs from traditional energy billing of billing from one meter reading to the next. We use your meter's profile data to provide you on each statement with a half hourly breakdown of your consumption and the units charged for the energy consumed.

As individual readings are not used to bill you, they are not included in your energy statement, and while you remain on our smart tariffs, we cannot include these in your statements unfortunately."

Telegraph_Sam

This contradicts the info I was given previously.
I can see no logical reason why billing on a half hourly consumption cycle should conflict with the consumer being provided with the (secret) meter readings used in the invoices as a simple cross-check that things are in sync. So obvious you would think that it hardly needs stating!