Octopus Energy reviews: Give your feedback

CanNeverThinkOfAUsername

Nope, i have had no email too (yet). But if the emails only went out yesterday it may take a few days for us all to get them

nadsat

Had the email on Friday. 

The £400 is going to be split over 6 months as a monthly bill rebate from suppliers isn't it?

Email has this timeline:

• Aug 26th: Ofgem announces cap level
• Sep 6th: New Prime Minister takes office
• Sep 13th: Octopus starts sending personalised messages with your tariff and estimated details (this will take several days)
• Sep 17th: Octopus starts updating direct debit (these will be delivered to those affected over time, based on account status and usually you can adjust them if you think we are wrong)
• September 30th - October 6th: You can send us a meter reading at any time — if you'd like to submit one for the changing prices you can do that right up until October 6th. Online is best — you can do it online in seconds.
• October 1st: New price cap comes into effect

Umiamz

Makes me wonder whether they only send these emails to customers who are on the SVT for electricity. I'm on Go Faster for electricity and SVT for gas, but never get these price cap emails.

MWT

Umiamz said:

Makes me wonder whether they only send these emails to customers who are on the SVT for electricity. I'm on Go Faster for electricity and SVT for gas, but never get these price cap emails.

I would agree, it also makes sense as it would be very confusing to many on fixed tariffs to get a warning about increases...

MWT

DPicard said:

The government announced £400 support per household; is this a "credit" i.e. to be paid back or an actual "grant"?

It is a grant, nothing to be repaid.

MarcoM

Hi,

If there are issues with the smart meter data not being collected does Octopus pick this up at their end automatically and act on it or is it up to the customer to keep chasing them to fix the issue?

Thanks

[Deleted User]

MarcoM said:

Hi,

If there are issues with the smart meter data not being collected does Octopus pick this up at their end automatically and act on it or is it up to the customer to keep chasing them to fix the issue?

Thanks

My advice - based on 3 1/2 years of Octopus time-of use tariffs - is wait a month before contacting Octopus. Billing has got a lot better: when I got my SMETS2 meters in 2019, one in 2 bills was missing.

Last year, there was 7 months of issues after a meter firmware update. Fortunately, the meter holds 13 month’s worth of import data.

MarcoM

[Deleted User] said:

MarcoM said:

Hi,

If there are issues with the smart meter data not being collected does Octopus pick this up at their end automatically and act on it or is it up to the customer to keep chasing them to fix the issue?

Thanks

My advice - based on 3 1/2 years of Octopus time-of use tariffs - is wait a month before contacting Octopus. Billing has got a lot better: when I got my SMETS2 meters in 2019, one in 2 bills was missing.

Last year, there was 7 months of issues after a meter firmware update. Fortunately, the meter holds 13 month’s worth of import data.

how did they solve your issues? did they have to replace the meters?

[Deleted User]

MarcoM said:

[Deleted User] said:

MarcoM said:

Hi,

If there are issues with the smart meter data not being collected does Octopus pick this up at their end automatically and act on it or is it up to the customer to keep chasing them to fix the issue?

Thanks

My advice - based on 3 1/2 years of Octopus time-of use tariffs - is wait a month before contacting Octopus. Billing has got a lot better: when I got my SMETS2 meters in 2019, one in 2 bills was missing.

Last year, there was 7 months of issues after a meter firmware update. Fortunately, the meter holds 13 month’s worth of import data.

how did they solve your issues? did they have to replace the meters?

They rolled out 3 firmware updates in 6 months which for a time stopped import; export and then import and export. As the meters retain 13 months of import data and 3 months of export data, the supplier managed to recover all the data. 

When data is pulled from a meter it returns an index reading and an XML data file which contains 48 by 30 mins of usage data blocks. The Kaifa problem was that the XML file was being returned without any data. As you know, these tariffs are deemed beta and in situations where data cannot be recovered, Octopus reserves the rate to charge at its flexible tariff rate.

FWIW, I had 3 days of missing data last week as picked up by Octopus Watch. When I checked the App this morning, the missing data started populating the spreadsheet. If Kraken had tried to raise a statement on Friday, then it would have stalled which is why I recommend waiting until there is a second monthly default.

Irratus_Rusticus

[Deleted User] said:

They rolled out 3 firmware updates in 6 months which for a time stopped import; export and then import and export. As the meters retain 13 months of import data and 3 months of export data, the supplier managed to recover all the data. 

When data is pulled from a meter it returns an index reading and an XML data file which contains 48 by 30 mins of usage data blocks. The Kaifa problem was that the XML file was being returned without any data. As you know, these tariffs are deemed beta and in situations where data cannot be recovered, Octopus reserves the rate to charge at its flexible tariff rate.

FWIW, I had 3 days of missing data last week as picked up by Octopus Watch. When I checked the App this morning, the missing data started populating the spreadsheet. If Kraken had tried to raise a statement on Friday, then it would have stalled which is why I recommend waiting until there is a second monthly default.

Just ordered first smart meters from Octopus today. They must be keen. Will fit both on Friday. New world from what you say here, mind. "Kaifa problem" etc. I understand certain 'smart' tariffs need loads of data, so seems bit scary data can go awol. But -presumably- user like self just continues sending in readings every month and taking pictures now and then, so life is never totally windswept and storm-tossed? Held out against smart meters until now. Trust nothing called 'smart'.

Been with Octopus for three years. Never a problem.