Octopus Energy reviews: Give your feedback

pearl123

I asked to move to a tracker yesterday, via dm twitter. It was actioned in about an hour. I'm impressed. 

OhhLongJohnson

After speaking to clearly one of their better staff, we're now all sorted. Tariff updated within the hour!

I know it's typical of most companies that if you get hold of certain people all your issues get resolved very quickly.

Just wanted to give credit in the end.

Telegraph_Sam

Echoes my experience directly. It's a matter of "who you knows". Gent called Ryan is due some positive feedback from me.

Raxiel

Anyone still waiting for their January bill?

My account got charged against the meter readings for Dec-Jan, and if I look at the charges in the app it gives me a PDF that is by all appearances a bill, but it's not actually been issued as one and doesn't appear in the bills section of the app or website.

There's a note on the charges section of the app saying some some charges haven't been confirmed and that there transactions being manually reviewed.

It's been like that for a while now. The figures all look reasonable (smart meter readings on a 30m interval) and the daily averages are around what I'd expect, so I don't think its my import that's at issue.

CanNeverThinkOfAUsername

Raxiel said:

Anyone still waiting for their January bill?

My account got charged against the meter readings for Dec-Jan, and if I look at the charges in the app it gives me a PDF that is by all appearances a bill, but it's not actually been issued as one and doesn't appear in the bills section of the app or website.

There's a note on the charges section of the app saying some some charges haven't been confirmed and that there transactions being manually reviewed.

It's been like that for a while now. The figures all look reasonable (smart meter readings on a 30m interval) and the daily averages are around what I'd expect, so I don't think its my import that's at issue.

This is pretty normal for some gas accounts if the system tried to bill it around a bank holiday or even a weekend at times. It's to do with the CV coming in late. If you contact Octopus they will re-bill to get it issued (aka unbilling the stuck bill and billing it again to make it send to you)

70sbudgie

Raxiel said:

Anyone still waiting for their January bill?

My account got charged against the meter readings for Dec-Jan, and if I look at the charges in the app it gives me a PDF that is by all appearances a bill, but it's not actually been issued as one and doesn't appear in the bills section of the app or website.

There's a note on the charges section of the app saying some some charges haven't been confirmed and that there transactions being manually reviewed.

It's been like that for a while now. The figures all look reasonable (smart meter readings on a 30m interval) and the daily averages are around what I'd expect, so I don't think its my import that's at issue.

I have noticed that the bills seem to appear a few days after the charges hit my account. 

However, if you have a note saying it is being manually reviewed, that is essentailly a computer stop.

This happened to me because the data submitted by the meter reader didn't match what the computer was expecting, so it puts it on hold until a human verifies it. At the moment, they are rather busy, so I would recommend giving them a call / DM on social media, to ask why it is on stop and what needs to be done to get it off. 

After I was told that the meter reading was off, I asked for the bill to be released so I could see if I could identify my issue (I have downloaded all my smart meter data, so did some data analysis of my own!). That was done with the caveat that the bill will be replaced when the issue is resolved. And Octopus booked another meter reader. I think I now know the issue and am just waiting for Octopus to action. I have an email saying my request is being checked.

Telegraph_Sam

Does your "documention" / invoices show the meter readings at the beginning and end of the individual billing periods? As a cross check. I was told that this was not necessary, the smart meter would take care of all such details. I didn't accept that this was automatically the case and what you describe gives grounds for my cautious attitude. Last I heard was that their IT people were working on it.

Umiamz

Telegraph_Sam said:

Does your "documention" / invoices show the meter readings at the beginning and end of the individual billing periods? As a cross check. I was told that this was not necessary, the smart meter would take care of all such details. I didn't accept that this was automatically the case and what you describe gives grounds for my cautious attitude. Last I heard was that their IT people were working on it.

Yes - the PDF statement shows the smart meter readings at the start and end of the billing period. 

Telegraph_Sam

That surprises me in a nice kind of way. A recent change?
As an aside how do present "reduced" gas prices compare with recent history? I don't think my capped prices have changed, may be there's still some way to go (?)

Umiamz

Telegraph_Sam said:

That surprises me in a nice kind of way. A recent change?
As an aside how do present "reduced" gas prices compare with recent history? I don't think my capped prices have changed, may be there's still some way to go (?)

Not a recent change - my statements have shown the start and end smart meter readings ever since I had the meters installed in 2019.

Can you explain what you mean by "reduced" gas prices? They (i.e. capped prices) haven't changed since October on Flexible Octopus.