Outfox the Market reviews: add your feedback

Nick_C

When I switched from Ovo to OTM, I had a functioning smart meter.  Ovo had been taking meter readings every 30 minutes.  
On the day of the switch at midday, I read the meters and supplied the readings to OTM.  The independent verification company changed the meter readings - even though Ovo knew that my readings were correct as they would have had the same data.

Sheer madness, as is the six weeks it takes for the readings to be verified and a refund of the credit balance issued where a smart meter was in use.

This is an industry wide problem.

This is an extract from an email I received from Ovo in response to me complaints at the time:-

"I understand you have the smart meters installed in your property, which means we have been receiving regular meter readings. As we have been receiving your meter readings automatically, this will mean that you did not need to manually issue us with your final meter reading. When changing suppliers, your old supplier will send your final readings off and your new supplier will send your openings off to the industry. These readings are then reviewed and verified by the industry, which means they are agreed by the industry to be used as final readings and opening readings.

 

I can see on your account we have received your final reading back for your gas, but not yet received your final reading back for your electric. The verification process can take around 4 weeks, then a following 2 weeks to receive the final readings back and for a final bill to be generated. As you only left supply with OVO Energy on the 5th of September, please allow 4-6 weeks for us to process your final statements. "

 

Gerry1

Nick_C said:

The independent verification company changed the meter readings - even though Ovo knew that my readings were correct as they would have had the same data.
Sheer madness, as is the six weeks it takes for the readings to be verified and a refund of the credit balance issued where a smart meter was in use.
This is an industry wide problem.

Another one of Ofgem's triumphs...

Nick_C

bristolleedsfan said:

https://www.cityam.com/octopus-outfoxed-challenger-brand-tops-which-energy-survey/

"Outfox the Market, which was only founded in 2017, rose from 19th in the table last year to top the rankings in Which’s energy satisfaction survey."

I see that MSE CEC have now revised their rating, and give OTM a new rating of 4.1 / 5 for customer service.
Not quite good enough to get into MSEs top rated providers, but finally a good rating from MSE.
(Personally, I place more faith in Which? ratings.)

Norman_Castle

I recently moved from Outfox to Neon Reef after checking the costs based on annual usage. I was confused why Neon Reef were cheaper at about £210 per year, £18.50 DD but Outfox were more expensive at about £266 with a DD of about £15? I realised that despite the Outfoxes price increase at the end of last year my DD amount hadn't been increased. I haven't received my final bill yet but I expect my final balance to be near zero despite having a credit amount on my account for over a year. Am I being cynical by thinking they delay increasing the DD amount to hide the increase from customers who aren't looking too closely? If my DD had increased at the time of the increase I would have looked for a better deal at the time. As it is I've paid more than I needed to for my energy for the last few months.

I was with Outfox for 3 or 4 years and had no problems with them. I'd go back to them if they were the best price for me.

giraffe69

I've just moved from Octopus to Outfox. The process went fairly smoothly although it was irritating to get a "you haven't given us your opening readings yet" email when I had and they showed up on the system. When I asked why they ignored me, when I asked a 2nd time they said (still not answering the question) that they always sent this email to "improve the chances of getting the reading".
They also don't seem to know what they are doing if someone switching already has a smart meter. I've had one email to tell me they can't cope with them yet and another to say it will take a few weeks!! They are, however, cheaper!

Nick_C

giraffe69 said:

I've just moved from Octopus to Outfox. The process went fairly smoothly although it was irritating to get a "you haven't given us your opening readings yet" email when I had and they showed up on the system. When I asked why they ignored me, when I asked a 2nd time they said (still not answering the question) that they always sent this email to "improve the chances of getting the reading".
They also don't seem to know what they are doing if someone switching already has a smart meter. I've had one email to tell me they can't cope with them yet and another to say it will take a few weeks!! They are, however, cheaper!

They don't support my SMETS1 meter installed by Ovo in 2018.  They tell me they have put me on a waiting list for a SMETS2 meter. For me, they are over £200 a year cheaper than Ovo, so I can put up with submitting my meter readings once a month.

Joe9090

I have SMETS1 meters installed by OVO and have moved to them twice.
Yes, you have to manually read them at the start (and then every month) but both times the process went very smoothly. Fantastic customer service. OVO were good but I would say OTM are better.

r6owned

I've been with outfox for 2 months now, I was a tonik customer that got lumbered with scottish pwr when they went but last Oct, switched to outfox in late june21

No bills totalled up by out fox yet, so got a healthy balance, is this normal?
submiting monthly meter readings for elec and gas  

i read somewhere else that outfox wont do any bills until the switch is 'approved' by the previous supplier, in this case scottish power, maybe this equates to lazy data transfer.

Nick_C

r6owned said:

I've been with outfox for 2 months now ...

The whole switching process is messed up.  I don't think it matters which providers you are switching between.  The readings at the switching date have to be verified by an independent company.

When I switched from Ovo to OTM I was on a smart meter.  Ovo were taking readings every 30 minutes.  But it took about two months for the independent verification to approve the readings on the switch date, and they didn't match the readings that I took at noon, and which Ovo had from the smart meters.  

As long as OTM are taking your DD and you are submitting monthly meter reading, I wouldn't worry.

Once you get a final bill from Scottish Power, you should get a proper bill from OTM.

If it's any consolation, OTM's bills are vary clear and easy to understand.  They are the only supplier whose calculations have matched my spreadsheet precisely.

If you have a points or cash back credit card, its worth noting that OTM take Amex for top up payments (although if you have a Santander Lite current account, the 2% CB on DDs is better).

heatherw_01

Massive price increase from next month for me. Only been with them a few months and will be moving on.

£316.14 more a year! 
29.34 % more for electric & 61.56 % more for gas!

I know Ofgem removed the cap but that doesn't equate to as much of an increase as what we are being charged!