Octopus Tracker

Spies

Gas looking likely to hit tracker cap tomorrow of 11p 

peter3hg

I assume because of the Norwegian gas workers striking.
Time to get the timer working on the Solar iBoost for the immersion heater to run overnight with the cheap Go tariff.

tomp2494

Looks like the Norway has strike has been called off.

i very much look forward to the gas prices (and electric) prices dropping promptly 

Although I shan’t hold my breath!!

tomp2494

A modest drop in electric price tomorrow, at just over 30p pkwh for me 

SJMALBA

Anyone else, who submitted meter readings at the start of the month, still awaiting their bill?

milo_2020

I am still waiting 

tomp2494

Octopus are not making much sense.

This is my convo with them via Twitter:


Me: Hi. I am on the tracker tariff and I think you've billed me an average KWH rather than for what I've used each day on the different rates ....unless I'm being a complete idiot and reading the bill wrong

Octopus: Hello Tom, Thank you for getting in touch! I can see your tracker tariff has been active from 13th June and you are being billed to the following rates - Elec: Electricity: Unit rate: 35.36 p/kWh (Including VAT). Standing charge: 41.39 p/day (Including VAT) Gas: Gas: Unit rate: 9.91 p/kWh (Including VAT). Standing charge: 27.22 p/day (Including VAT) You can view your rates via your statement on the second page. Hope this helps and I was wondering, if you have been happy with my service today, would you mind leaving a review via trust pilot  and please mention my full name, the link is: https://uk.trustpilot.com/review/octopus.energy… If you need any further queries answering or just want a little bit more clarification, then please do get in touch!

Me: I can for example see that I have been billed for 1.61kwh of gas on 14th June, however, my gas consumption on this day was zero, as I was on holiday. I have been charged for an average, rather than for what I've used on each day at the different rates.

Octopus: Hi Tom, There are a number of reasons for high electricity usage, the most common are: - Changes in the weather, meaning you’ve had the heating on more or less than usual. - Your appliances are using more energy than you realise, or one may be faulty. - You have under floor heating or a hot tub. - Your immersion heater is being left on. - A change in your circumstances, such as illness, working from home, or a change in the number of occupants. - Your tariff has changed and you are now paying a higher unit rate. - You have an Economy 7 tariff – these have a cheaper unit rate at night and a higher one during the day, so if you night usage is less than 33% a flat rate tariff would be more beneficial for you. - You’ve change your appliances, gone from a gas cooker to an electric. - You haven’t allowed for the 5% VAT or standing charges we also take from the credit on your meter. We can also provide you with some guidance on how to reduce your usage. The meter may be inaccurate and we can perform an accuracy test, however across the industry 87% of meters tested are found to be accurate. There is a cost for this test of £80.00 which will be added to your account if the meter is found to be accurate. An accurate electricity meter operates within a tolerance of +2.5% and -3.5% of actual usage. If nothing has changed in your circumstances we would ask that you do some checks first, we don’t want to charge you additional costs if we don’t need to. Creep Test Turn off your power at the fuse box. Take a photo of the meter reading. Wait 5 minutes. Take another photo of the meter reading and if the digits on your meter are still going round it's highly likely the meter is faulty. We will still need to test it though. If it didn’t move it is less likely to be faulty. Load Test When turning the appliances back on, turn them on one by one and leave 10-15 minutes between each. Check the meter each time, and see if there is a particular appliance that has caused a jump in usage. It may show an appliance is faulty and you may need an electrician. If so, in all likelihood, that is the cause of your slightly bigger bills. Meter Readings Your usage is unlikely to dramatically change day to day, so try taking 7 days worth of readings, if your daily usage is similar that suggests the meter is accurate. We could look at fitting you a smart meter so you can more accurately track your daily usage. If after doing these tests you get any irregularities or still believe the meter is faulty, there are further tests we can provide as a company to ensure the meter itself is accurate. Onsite Accuracy Test (Electricity Only) - We can arrange for an onsite accuracy test. An engineer will come out to determine if the meter is inaccurately measuring the energy consumption. - Most electricity meters can be tested in situ, the engineer will decide if it needs sending away for further testing. - If the meter is clocking fast, we'll backdate your usage and write off a portion of the bill. - If the meter is found to be accurate we will add the £80.00 charge to your account.

It's almost like I am talking to a bot lol 

MWT

Alnat1 said:

My last email was sent to smart@

Strangely the response came from Zak who has replied previously on hello@ and his response was to say he had passed my query on to the Smart team.

Email to smart@ on 24/6, reply from Zak 30/6, nothing since (re gas smart meter going dumb since switch to Tracker on 17/6)

This is normal, the smart@ mailbox is triaged by the normal support team, they deal with the ones they can deal with, ask for extra information where needed on the others and then pass over the ones that do require the smart team to fix.

SJMALBA

Dealing with Octopus' customer service these days seems, increasingly, akin to banging your head against a brick wall, IME.

I don't have, nor do I want, a Twitter account, but by @tomp2494's experience, that doesn't necessarily seem to be a solution either?

tomp2494

SJMALBA said:

Dealing with Octopus' customer service these days seems, increasingly, akin to banging your head against a brick wall, IME.

I don't have, nor do I want, a Twitter account, but by @tomp2494's experience, that doesn't necessarily seem to be a solution either?

To be fair to em, at least I get a prompt response on Twitter...even if it is from a bot!