Octopus Tracker

Officer_Dibble

Their customer services do seem very variable. The last email I sent (about my direct debit) was on Friday. They replied on Saturday lunchtime, apologising that they hadn't replied&actioned my request sooner! Before that I'd started using Twitter DMs, but that seems variable as well - sometimes they respond almost immediately, other times you have to nudge them after a few days. 

_Sam_

little_pup said:

I’ve been trying to switch onto the tracker tariff for weeks now. Several calls to customer service plus emails, I’ve filled out the form but they still haven’t been able to do it. So I’m surprised by how fast everyone else has got switched!

I’ve generally found customer service quite unhelpful e.g. I’m still waiting for them to credit my account with the balance off my old prepayment meters & I switched onto smart meters in October!

Fingers crossed they do my switch soon because the tracker rates are a lot better than the EPG rates.

That is strange, for us it took just one call to the customer service, they asked if I would like information about the tracker before switching, I said no so they switched the tariff while on the call - I could see it on the website account page updated straight away. 

Wasn't asked to fill any forms or anything. Although I was switching only gas, maybe with electricity it is more complicated?

marlot

little_pup said:

I’ve been trying to switch onto the tracker tariff for weeks now. Several calls to customer service plus emails, I’ve filled out the form but they still haven’t been able to do it. So I’m surprised by how fast everyone else has got switched!

I’ve generally found customer service quite unhelpful e.g. I’m still waiting for them to credit my account with the balance off my old prepayment meters & I switched onto smart meters in October!

Fingers crossed they do my switch soon because the tracker rates are a lot better than the EPG rates.

I messaged them on twitter and it was done the same day.

Officer_Dibble

marlot said:

I messaged them on twitter and it was done the same day.

That's what I mean about them being variable. I message them on twitter and got a message the next day saying they were passing the request on to their Smart Energy team. They also said that to switch gas only I'd have to switch both then switch the electricity back. I reminded them a week later and it was done (gas only) within an hour. It just seems to depend on whether the person fielding your request knows what to do.

Mind you, they must have had so many requests to switch to Tracker now that they really should all know what to do.

PNELancs

Officer_Dibble said:

marlot said:

I messaged them on twitter and it was done the same day.

That's what I mean about them being variable. I message them on twitter and got a message the next day saying they were passing the request on to their Smart Energy team. They also said that to switch gas only I'd have to switch both then switch the electricity back. I reminded them a week later and it was done (gas only) within an hour. It just seems to depend on whether the person fielding your request knows what to do.

Mind you, they must have had so many requests to switch to Tracker now that they really should all know what to do.

The first time I messaged them I got an automated reply saying they always tried to have the same person dealing with your queries throughout - so there might be a delay if that person isn’t in the office for example.

bristolleedsfan

_Sam_ said:

little_pup said:

I’ve been trying to switch onto the tracker tariff for weeks now. Several calls to customer service plus emails, I’ve filled out the form but they still haven’t been able to do it. So I’m surprised by how fast everyone else has got switched!

I’ve generally found customer service quite unhelpful e.g. I’m still waiting for them to credit my account with the balance off my old prepayment meters & I switched onto smart meters in October!

Fingers crossed they do my switch soon because the tracker rates are a lot better than the EPG rates.

That is strange, for us it took just one call to the customer service, they asked if I would like information about the tracker before switching, I said no so they switched the tariff while on the call - I could see it on the website account page updated straight away. 

Wasn't asked to fill any forms or anything. Although I was switching only gas, maybe with electricity it is more complicated?

Whilst super dupa for customer when tariff is changed as quick as lightening they are supposed to provide custiomer a quote which customer accepts by replying as well as agreeing to certain T+C.

Nothing to do with being busy, I had gas only switched over last March like that, someone later made point that I had not been given quote and gas usage had been estimated as 0

MWT

bristolleedsfan said:

Whilst super dupa for customer when tariff is changed as quick as lightening they are supposed to provide custiomer a quote which customer accepts by replying as well as agreeing to certain T+C.

I did this a few days ago and they read out the statements they ask you to confirm when using the online link and asked me to verbally agree to them.

Qyburn

They emailed me a link to opt in, it was just a matter of ticking some boxes to accept the terms and conditions. They also wanted a meter reading and said it would take a few days to make the change.  

bristolleedsfan

I have seen on Twitter some customers have posted Octo account number asking to change to Tracker, reply after not many minutes ," all done for you" 

moneywow1

How do I switch to variable direct debit?

Possible to do it online/through the app?