Octopus Energy reviews: Give your feedback

Jonty6262

Telegraph_Sam said:

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!

Exactly.. 

masonic

Telegraph_Sam said:

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!

If that is the case, then I have a problem. Because one of my two rate meter readings hasn't changed since the meter was installed according to the app, and only one of the two readings is displayed on my meter. In short, it appears a single rate meter was installed, but I am being billed for a two rate supply (E7). Not a problem for me at the moment as only TOU data is used for billing.

Telegraph_Sam

I should perhaps clarify that it is only the meter readings at the start and end of the monthly period that are displayed on the invoices which is sufficient for cross checks. Hardly a big ask. 

QrizB

masonic said:

If that is the case, then I have a problem.

Why exactly do you think you have a problem?

masonic said:

Because one of my two rate meter readings hasn't changed since the meter was installed according to the app, and only one of the two readings is displayed on my meter.

This is quite normal for Octopus when billing a smart tariff and using the 30-minute data.

masonic said:

In short, it appears a single rate meter was installed, but I am being billed for a two rate supply (E7). Not a problem for me at the moment as only TOU data is used for billing.

If you've got a smart meter, and it's reporting 30-minute data, it isn't a "single rate meter". It will have four registers and be capable of recording consumption on four different rates.

Exactly what tariff are you on, a conventional E7 tariff or one of Octopus's smart tariffs (Go / Go Faster / Agile / Intelligent etc)?

BeerSavesMoney

I seem to have encountered an odd problem with my smart meter recently. I contacted Octopus as I stopped seeing usage being shown on my account. 

According to Octopus another supplier somehow managed to take over the smart meter connection but not the supply. 

Octopus recommended contacting the supplier to see if I could find out what had happened and requested to take back over the smart meter connection again which they said should be back with them within 24 hours.

The other supplier stated that they have checked the national database and they have not supplied my meter ever. They also have no records of this meter on their systems.

Strange situation but as always Octopus were friendly, quick to respond and let me know what was going on! 

TwentyStar

Octopus increased my direct debit today from £120 a month to £260.00.

My account is in £-50 debit…. 

Won’t let me lower the amount either, that’s not A +50% increase.

Consumerist

TwentyStar said:

Octopus increased my direct debit today from £120 a month to £260.00.
My account is in £-50 debit…. 

Won’t let me lower the amount either, that’s not A +50% increase.

It might, however, be justified.

Divide your estimated annual cost by 12 to arrive at what would have been a reasonable DD if it had been applied and paid from April.

If you've been under-paying since April then there may be some catching up to do on top the above amount.

masonic

QrizB said:

masonic said:

If that is the case, then I have a problem.

Why exactly do you think you have a problem?

masonic said:

Because one of my two rate meter readings hasn't changed since the meter was installed according to the app, and only one of the two readings is displayed on my meter.

This is quite normal for Octopus when billing a smart tariff and using the 30-minute data.

masonic said:

In short, it appears a single rate meter was installed, but I am being billed for a two rate supply (E7). Not a problem for me at the moment as only TOU data is used for billing.

If you've got a smart meter, and it's reporting 30-minute data, it isn't a "single rate meter". It will have four registers and be capable of recording consumption on four different rates.

Exactly what tariff are you on, a conventional E7 tariff or one of Octopus's smart tariffs (Go / Go Faster / Agile / Intelligent etc)?

Thanks, Octopus have updated their smart meter guide to show how to access the 'Tariff Matrix' through my meter's menu system, so I have found this. Looks like I have about 50 registers, with 2 in use.

I'm currently on Go Faster (1 year 2 months). Prior to that I was on Agile (1 month), and before that I was on Flexible E7 (3 months).

While I was on Flexible E7 I upgraded from a dumb meter to a smart meter. My dumb meter was controlled by radio timer switch. This was removed when my smart meter was installed. On the date my smart meter was installed, my R2 reading was 1007 (via meter reading history in the app).

I remained on Flexible E7 for approx 3 weeks during which time my smart meter completed its provisioning and started reporting HH data to Octopus. For two of those three weeks, Octopus billed me as if 100% of my usage was at the peak rate (I received a good will payment to compensate for the fact around 50% of my usage was actually off-peak). For the final week of billing on Flexible E7, my billing was correct using HH data. My IHD showed the correct unit price at the right time of day. At the end of that whole period: the two weeks of provisioning + one week of normal operation in Flexible E7, through Agile and Go Faster, my R2 reading is still 1007 (via meter itself and app).

Is it a problem that R2 did not change at all when I was on the E7 tariff? I am inferring that if I ever came off a smart tariff or moved to a different supplier this register would remain static, based on my experience prior to moving onto a smart tariff.

Mstty

TwentyStar said:

Octopus increased my direct debit today from £120 a month to £260.00.

My account is in £-50 debit…. 

Won’t let me lower the amount either, that’s not A +50% increase.

What Octopus tariff(s) are you on?

JKenH

Usually on the 17th of each month I receive a bill (online) showing usage from 18th of previous month until 17th of current month. My last bill was on 17th May, ie, no bill for 18th May - 17th June and nothing taken from my account. My account was last updated 4th July with a campaign reward. Before I contact Octopus, has anyone else had this happen?

Edit: I am on Go Faster tariff.