Octopus Tracker

masonic

teena said:

Sorry to interrupt here but need your wisdom and knowledge. 

I have wasted lots of time emailing Octopus and either receive weird responses that don't answer my questions or different members of the customer team respond with contradictory answers! The figures they give never state whether they include VAT or not either which is less than helpful. I have written a complaint and sent it in but need to know these answers before the end of the month when my Tracker tariff ends and not sure my letter will have been answered by then so I am here.

I will explain. I had the email telling me that my electricity tracker was ending and I would be rolled over to Flexible if I did nothing (strangely have not received one about my Gas tracker to this day, which ends the day after). I was given all the necessary details about the Flexible costs but nothing about the new Tracker deal i.e. caps, standing charges etc. One would assume that this means I would carry on as I am at the moment ( caps of 11p and 40p and SC of 27.22p and 37.65p) but as someone who reads the messages here I guessed this wasn't the case. I do think it is bad to ask you to make a decision without warning you that the caps etc would be different.

Hence all my messages to Octopus. Wouldn't you think the team would have this information at their finger tips? I have tried to look on the website and saw that the caps would now be 30p and 100p but can't see anything about the SCs (I am Eastern). I sent messages asking for the standing charges for both the gas and electricity including VAT. The various repsonses have been that - they will be unchanged, or a jumble of numbers such as 35.52, 37.65 ( I checked the first value plus VAT doesn't make the second value) or an explanation of how the daily unit charges work. I gave in and phoned yesterday and the person then said she didn't know and would find out- I said shouldn't that be something that is available instantly to them? I had to wait all day and then got an email saying the standing charges are variable and no figures!

So if you have been kind enough to read all this can you tell me what the standing charges (inc VAT) for Eastern area will be if I stay on Tracker tariff when it ends at the end of October or show me how to find out on the website. Please and thankyou.

Octopus are using an AI bot to answer email queries, my experience has been that the first response is often received very quickly (too quickly for a human) and very ChatGPT-like, but you can usually reply again to get it referred to a human (where you'll be waiting a week or so for a response).

There isn't any need to contact them for a query like this, all the pricing can be found by selecting "Our Tariffs" from the menu, enter your postcode, DO NOT click the Get a quote button, but instead browse the tariffs that load underneath. These are inclusive of VAT, as are the daily tracker prices in app and API. Standing charges are not variable in the sense that they can change from day to day, but can be changed with notice.

If you click to renew using the link in your email, you should get the full details for the version of the Tracker you will be renewing onto. This might not be the current one with the higher caps. It is probably your existing version if they have not provided any details, and IMHO you'd be entitled to assume that until told otherwise.

teena

masonic said:

teena said:

Sorry to interrupt here but need your wisdom and knowledge. 

I have wasted lots of time emailing Octopus and either receive weird responses that don't answer my questions or different members of the customer team respond with contradictory answers! The figures they give never state whether they include VAT or not either which is less than helpful. I have written a complaint and sent it in but need to know these answers before the end of the month when my Tracker tariff ends and not sure my letter will have been answered by then so I am here.

I will explain. I had the email telling me that my electricity tracker was ending and I would be rolled over to Flexible if I did nothing (strangely have not received one about my Gas tracker to this day, which ends the day after). I was given all the necessary details about the Flexible costs but nothing about the new Tracker deal i.e. caps, standing charges etc. One would assume that this means I would carry on as I am at the moment ( caps of 11p and 40p and SC of 27.22p and 37.65p) but as someone who reads the messages here I guessed this wasn't the case. I do think it is bad to ask you to make a decision without warning you that the caps etc would be different.

Hence all my messages to Octopus. Wouldn't you think the team would have this information at their finger tips? I have tried to look on the website and saw that the caps would now be 30p and 100p but can't see anything about the SCs (I am Eastern). I sent messages asking for the standing charges for both the gas and electricity including VAT. The various repsonses have been that - they will be unchanged, or a jumble of numbers such as 35.52, 37.65 ( I checked the first value plus VAT doesn't make the second value) or an explanation of how the daily unit charges work. I gave in and phoned yesterday and the person then said she didn't know and would find out- I said shouldn't that be something that is available instantly to them? I had to wait all day and then got an email saying the standing charges are variable and no figures!

So if you have been kind enough to read all this can you tell me what the standing charges (inc VAT) for Eastern area will be if I stay on Tracker tariff when it ends at the end of October or show me how to find out on the website. Please and thankyou.

Octopus are using an AI bot to answer email queries, my experience has been that the first response is often received very quickly (too quickly for a human) and very ChatGPT-like, but you can usually reply again to get it referred to a human (where you'll be waiting a week or so for a response).

There isn't any need to contact them for a query like this, all the pricing can be found by selecting "Our Tariffs" from the menu, enter your postcode, DO NOT click the Get a quote button, but instead browse the tariffs that load underneath. These are inclusive of VAT, as are the daily tracker prices in app and API. Standing charges are not variable in the sense that they can change from day to day, but can be changed with notice.

If you click to renew using the link in your email, you should get the full details for the version of the Tracker you will be renewing onto. This might not be the current one with the higher caps. It is probably your existing version if they have not provided any details, and IMHO you'd be entitled to assume that until told otherwise.

Thanks for the helpful reply. I had done as you suggested with the "our Tariffs" but I couldn't find the Tracker tarrif there! I suspect you are right about the bots but it was no better when I spoke on the phone. I am a bit concerned that the email only mentioned Electricity and I have not received anything about Gas so worry that the link will only renew one.We shall see. Thanks again.

masonic

teena said:

masonic said:

teena said:

Sorry to interrupt here but need your wisdom and knowledge. 

I have wasted lots of time emailing Octopus and either receive weird responses that don't answer my questions or different members of the customer team respond with contradictory answers! The figures they give never state whether they include VAT or not either which is less than helpful. I have written a complaint and sent it in but need to know these answers before the end of the month when my Tracker tariff ends and not sure my letter will have been answered by then so I am here.

I will explain. I had the email telling me that my electricity tracker was ending and I would be rolled over to Flexible if I did nothing (strangely have not received one about my Gas tracker to this day, which ends the day after). I was given all the necessary details about the Flexible costs but nothing about the new Tracker deal i.e. caps, standing charges etc. One would assume that this means I would carry on as I am at the moment ( caps of 11p and 40p and SC of 27.22p and 37.65p) but as someone who reads the messages here I guessed this wasn't the case. I do think it is bad to ask you to make a decision without warning you that the caps etc would be different.

Hence all my messages to Octopus. Wouldn't you think the team would have this information at their finger tips? I have tried to look on the website and saw that the caps would now be 30p and 100p but can't see anything about the SCs (I am Eastern). I sent messages asking for the standing charges for both the gas and electricity including VAT. The various repsonses have been that - they will be unchanged, or a jumble of numbers such as 35.52, 37.65 ( I checked the first value plus VAT doesn't make the second value) or an explanation of how the daily unit charges work. I gave in and phoned yesterday and the person then said she didn't know and would find out- I said shouldn't that be something that is available instantly to them? I had to wait all day and then got an email saying the standing charges are variable and no figures!

So if you have been kind enough to read all this can you tell me what the standing charges (inc VAT) for Eastern area will be if I stay on Tracker tariff when it ends at the end of October or show me how to find out on the website. Please and thankyou.

Octopus are using an AI bot to answer email queries, my experience has been that the first response is often received very quickly (too quickly for a human) and very ChatGPT-like, but you can usually reply again to get it referred to a human (where you'll be waiting a week or so for a response).

There isn't any need to contact them for a query like this, all the pricing can be found by selecting "Our Tariffs" from the menu, enter your postcode, DO NOT click the Get a quote button, but instead browse the tariffs that load underneath. These are inclusive of VAT, as are the daily tracker prices in app and API. Standing charges are not variable in the sense that they can change from day to day, but can be changed with notice.

If you click to renew using the link in your email, you should get the full details for the version of the Tracker you will be renewing onto. This might not be the current one with the higher caps. It is probably your existing version if they have not provided any details, and IMHO you'd be entitled to assume that until told otherwise.

Thanks for the helpful reply. I had done as you suggested with the "our Tariffs" but I couldn't find the Tracker tarrif there! I suspect you are right about the bots but it was no better when I spoke on the phone. I am a bit concerned that the email only mentioned Electricity and I have not received anything about Gas so worry that the link will only renew one.We shall see. Thanks again.

You can use the Filters box to find it, for example entering Tracker in the Tariff Search box and selecting Domestic. Note that the search only works on the currently loaded results, so you may need to click the Load More button to page through and find them all (especially if looking through historic tariffs of which there are several pages of results).

noitsnotme

Bright now shows that my missing data for Thursday has been retrieved from the meters.  Octopus however is still nothing in the app since Tuesday.

masonic

noitsnotme said:

Bright now shows that my missing data for Thursday has been retrieved from the meters.  Octopus however is still nothing in the app since Tuesday.

Suggests the DCC now has the data, but Octopus has not retried to pull it through their connector yet.

bristolleedsfan

teena said:

So if you have been kind enough to read all this can you tell me what the standing charges (inc VAT) for Eastern area will be if I stay on Tracker tariff when it ends at the end of October or show me how to find out on the website. Please and thankyou.

.........................

Telegraph_Sam

Are other users experiencing overdue invoices like me? Is this associated with Tracker and/or smart meters or fuel type?

teena

bristolleedsfan said:

teena said:

So if you have been kind enough to read all this can you tell me what the standing charges (inc VAT) for Eastern area will be if I stay on Tracker tariff when it ends at the end of October or show me how to find out on the website. Please and thankyou.

.........................

Oh thank you- I honestly couldn't find it yesterday and have been out all day today so couldn't try again. I assume these standing charges include VAT. I knew this was the place to come rather than asking Octopus - even by phone! Thanks again.

tlcgrantham

Telegraph_Sam said:

Are other users experiencing overdue invoices like me? Is this associated with Tracker and/or smart meters or fuel type?

       I’ve just received my first completely accurate bill for Electric Tracker. I moved onto it on July 9th. At first I didn’t get a bill for a while then got a grossly inaccurate one over charging by over £300. I complained and quickly got one revised bill after another using AI and estimated readings but still wrong. Finally a human intervened issued a re-revised bill using a mixture of estimated usage and accurate ones on different days. Surprisingly it was only 3p out. 

        I keep daily records of usage and daily tracker rates so can and do check my bills. Gas tracker bills ( non smart meter ) have continued every time I submit a meter reading though a little slower than usual at times.

Telegraph_Sam

Looks like we are very much in the same boat. I dread to think what is awaiting me when the first elec bill comes through. What is the best way of checking the daily tracker rates in your experience?