Octopus Tracker

Spoonie_Turtle

t0rt0ise said:

JSpoonie_Turtle said:

t0rt0ise said:

I heard that once you leave Octopus they can't get your readings at all. Only your supplier is allowed to get your readings. If that's true then it needs sorting.

What am I missing?  Why would an energy supplier need to access your meter readings for energy someone else is supplying?

You're missing the last day! If the supplier can't get the last day of use, they can't produce a final bill. Sometimes also past days need to be pulled for missed readings but they can't.

But that's what the agreed handover reading is for, no?  So you get billed for energy you've used, once, by one supplier or the other.  No duplication.

Telegraph_Sam

This may well be old hat but whenever I have switched I made a note to inform both suppliers in writing of the meter reading on the change-over date, leaving it to them to say if they disagreed. I can't remember there being any particular problem with this (whereas there could be if the suppliers were working to different meter readings on different dates)

masonic

Spoonie_Turtle said:

t0rt0ise said:

JSpoonie_Turtle said:

t0rt0ise said:

I heard that once you leave Octopus they can't get your readings at all. Only your supplier is allowed to get your readings. If that's true then it needs sorting.

What am I missing?  Why would an energy supplier need to access your meter readings for energy someone else is supplying?

You're missing the last day! If the supplier can't get the last day of use, they can't produce a final bill. Sometimes also past days need to be pulled for missed readings but they can't.

But that's what the agreed handover reading is for, no?  So you get billed for energy you've used, once, by one supplier or the other.  No duplication.

From bitter experience, handover readings can take months to be agreed. I do not know, but suspect, my opening reading of 7th Jan has not been processed yet. I faced the same issue when I joined Octopus and it took about 12 weeks in all before they could start billing me (my previous supplier in that case issued a final bill speculatively on the read I provided them directly). Despite providing Octopus with my final read, they prefer to wait to receive the validated read. I am content for them to wait another 3 weeks and pay me £40 for failing to issue my bill within the 6 weeks allowed.

chuckie851

I tried to renew my gas tracker tarriff and had to phone them when I couldn't do it online.  They suggested the fixed tarriff because Tracker wasn't available to me.  This must be because my meters were replaced in November and neither of them started working yet. 
After sending countless photos and videos, is it time to email Greg about their failure to commission the meters?

Telegraph_Sam

BargainBear said:

After doing my calculations, the Octopus 12M Fixed December 2024 v1 tariff is still £18.90 cheaper for us a year than the EDF Simply Tracker Extra Apr26, despite the lower SC.

I've worked out that if the unit rate remained the same as EDF's for our region (South East) of 25.59, I'd need a SC of 38.95 just to break even; anything below this we'd be saving.

Good thing is I now have a crude calculator to punch numbers into quickly to see if any new tariffs that pop up with lower SC's, which they will, are worth jumping ship to.

Re switching comparisons with the EDF "Tracker" I have just received an alert from Confused.com stating that there are no SC's with this tariff.  I must have "confused" something along the line.

masonic

chuckie851 said:

I tried to renew my gas tracker tarriff and had to phone them when I couldn't do it online.  They suggested the fixed tarriff because Tracker wasn't available to me.  This must be because my meters were replaced in November and neither of them started working yet. 
After sending countless photos and videos, is it time to email Greg about their failure to commission the meters?

I now personally know a few Octopus customers who have been waiting for a long time for a visit to address ongoing smart meter problems. I've been encouraging them to submit a formal complaint as there has been discussion of people not even being considered for an appointment until after they reach that point.

Telegraph_Sam

In a different connection it could be helpful if you could say briefly how to start / navigate / use the complaints procedure, for those like me who missed it the last time it was mentioned. Is it a case for twittering (to Greg J)?

bristolleedsfan

Big increase in Tracker Gas kWh rate for Thursday

Doc_N

Telegraph_Sam said:

In a different connection it could be helpful if you could say briefly how to start / navigate / use the complaints procedure, for those like me who missed it the last time it was mentioned. Is it a case for twittering (to Greg J)?

If you've reached the end of the usual processes within Octopus and given them every opportunity to resolve the disagreement, including emails to the CEO team (greg@octopus.energy), the best option is to use the Energy Ombudsman service - but only if your case is a strong and worthwhile one. There's absolutely no point wasting their time with trivia or something half-baked.

Links below provide the details, but it's a very efficient process requiring each side to present their version of the facts, with a Case Handler carrying out a review and making a decision. In my case it was dealt with incredibly efficiently by the Ombudsman Service inside just a few weeks, with a decision wholly in my favour involving an apology, a refund and a compensation payment well in excess of £100. I still don't understand why Octopus allowed it to go that far - there was no real dispute. Just gross incompetence.

https://www.energyombudsman.org/how-we-can-help/energy-suppliers

https://www.energyombudsman.org/our-process

Telegraph_Sam

Very useful thanks, I suspect not only for me!