Octopus Energy reviews: Give your feedback

youravinalarrrf

youravinalarrrf said:

Prices finally updated to October prices in the online Octopus Dashboard yesterday however prices set in In Home Device have not been updated yet and are still on Pre October prices.

How much longer before Octopus get their act together and update these?

I assume I'm not the only one?

Just to follow up on this Gas meter & IHD7 gas prices updated 2 or 3 days ago. Electricity meter & IHD7 electricity prices finally updated overnight last night.

I finally have a SMETS2 smart meter system with IHD7 working as it should have done on 1st October. Better late than never.

savers_united

The staff at Octopus are great but do seem a little understaffed and this is causing their usually high standards to slip.

I have been given compensation on 2 or 3 occasions the past 6 months due to them not getting back on emails, not actioning requests etc.

I was told yesterday your better off calling as the email backlog is huge, I am getting replies to emails sent 2 months ago and have since been resolved / expired.. They are really all over the place. 

[Deleted User]

savers_united said:

The staff at Octopus are great but do seem a little understaffed and this is causing their usually high standards to slip.

I have been given compensation on 2 or 3 occasions the past 6 months due to them not getting back on emails, not actioning requests etc.

I was told yesterday your better off calling as the email backlog is huge, I am getting replies to emails sent 2 months ago and have since been resolved / expired.. They are really all over the place. 

Wait to they takeover Bulb which now seems to be very much back on Octopus’ radar.

GPK10

I switched electricity Octopus on 5th September. Submitted my monthly reading on 30th September and told to expect my bill in a couple of days but still waiting after almost two weeks. 

I will try a Twitter DM to see if that gets a response

Umiamz

They seem to be late billing at the moment. I have smart meters so they automatically bill on the same day each month but nothing this month yet. Possibly to do with the extra work from the EPG.

badger09

Umiamz said:

They seem to be late billing at the moment. I have smart meters so they automatically bill on the same day each month but nothing this month yet. Possibly to do with the extra work from the EPG.

May I ask, what determines the day the day of the month for billing?

Smart meters installed 28 Sept Manual readings submitted 28/9 1/10 & 7/10 (my usual day). Latest bill is to 27/9.

My account shows charges for Electricity on 30/9 & 6/10 but nothing for gas. I’m puzzled why gas hasn’t been charged based on my readings when electricity has been. 

Alnat1

Has your online account been updated to show the new meter serial numbers or is it still showing the old ones? Don't think they show in the app, only on the website.

If only the old ones are showing, give them a ring and it can be sorted quickly, this happened to me in June.

youravinalarrrf

badger09 said:

May I ask, what determines the day the day of the month for billing?

Octopus arbitrarily allocate a billing calendar date to each account which may or may not be on the anniversary of the date you joined them. The customer has no access to be able to simply change this date online.

If you wish to change it send an email to hello@octopus.energy and ask them to change your billing calendar date to your preferred date. Make sure you ask them to confirm when this change has been made.

If you have smart meter/s once they've changed your billing calendar date to your preferred date you won't have to manually submit meter readings again as it will be done automatically for you on the date you have chosen.

Bear in mind that the date on which you submit meter reading/s is used as the closing reading of the previous day.

A lot of customers choose the 1st of every month so you get a statement covering the usage and costs for the whole of the previous calendar month.

If you check the "View my balance history" link on your website account homepage you may find you gas reading is waiting to be approved prior to a statement being issued for it.

Umiamz

youravinalarrrf said:

badger09 said:

May I ask, what determines the day the day of the month for billing?

Octopus arbitrarily allocate a billing calendar date to each account which may or may not be on the anniversary of the date you joined them. The customer has no access to be able to simply change this date online.

If you wish to change it send an email to hello@octopus.energy and ask them to change your billing calendar date to your preferred date. Make sure you ask them to confirm when this change has been made.

If you have smart meter/s once they've changed your billing calendar date to your preferred date you won't have to manually submit meter readings again as it will be done automatically for you on the date you have chosen.

Bear in mind that the date on which you submit meter reading/s is used as the closing reading of the previous day.

A lot of customers choose the 1st of every month so you get a statement covering the usage and costs for the whole of the previous calendar month.

If you check the "View my balance history" link on your website account homepage you may find you gas reading is waiting to be approved prior to a statement being issued for it.

But, as I said, this month it has not happened on the date (8th). If I look back it has changed before, too. Started on the 23rd, a few months later switched to 16th and for the past 4 months it's been the 8th.

youravinalarrrf

I've had 2 instances of the billing calendar date being changed on my account and both coincided with "customer services" changing it manually when trying to resolve issues with my smart meters but never changing it back to the original date after they had done messing about.