Octopus Tracker

Chrysalis

Telegraph_Sam said:

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)

I did this when moving to TE from Octopus, seems logical, but then I got told in a different thread, there is a set process where gaining provider should take responsibility to inform the losing provider which seems a bit optimistic.  I was also told the backup plan to do this is to use seasonally adjusted estimated based on predicted annual usage.  This is backed up by a page on Octopus website (which states the starting point would be the last validated reading).
Octopus support then after a bit of prodding told me if they end up using an estimate, and its above my reading they will credit the difference.  But given my recent experience with them, I will now take this with a grain of salt.

Telegraph_Sam

Optimistic grains of salt IMO. Trying to "sell" such an estimate to two different providers each with a different crystal ball strikes me as a recipe for masochists. I'd prefer to state my real time actual reading and leave it to them to argue the contrary if they disagree. But then I am a cynic.

double_dutchy

As an eternal cynic I'm surprised and delighted by how Octopus has handled my switch away to Fuse Energy (for electricity only). On the day I asked to switch I got an email from Octopus....."sorry you are leaving us...." sort of thing. I replied saying I was still with them for gas and they confirmed that was the case immediately.

Yesterday I got an electricity bill from Octopus for my final days - it was estimated and approx 60 kwh above my opening read for Fuse, so I sent Octopus a meter read for my last day with them. Today previous bill is cancelled and new bill shows the correct final read.

Great service

Chrysalis

double_dutchy said:

As an eternal cynic I'm surprised and delighted by how Octopus has handled my switch away to Fuse Energy (for electricity only). On the day I asked to switch I got an email from Octopus....."sorry you are leaving us...." sort of thing. I replied saying I was still with them for gas and they confirmed that was the case immediately.

Yesterday I got an electricity bill from Octopus for my final days - it was estimated and approx 60 kwh above my opening read for Fuse, so I sent Octopus a meter read for my last day with them. Today previous bill is cancelled and new bill shows the correct final read.

Great service

Thats great news for the outcome, but also concerning how that estimate can be so far out, 60 kWh isnt a small error.

Qyburn

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)?

To initially raise with Octopus it's best to phone, specifically state you want the issue logged as a complaint. I tried by email, phoned a day or so later and was told something along the lines of "I can see your email asking for it be logged as a complaint, I'll do that for you now"

Telegraph_Sam

Useful tks

Chrysalis

When that person resolved my issue over the phone, he opened a complaint, fixed it, then closed the complaint.  Although it took a very long call, it did get there in the end, so try phoning yeah.

Telegraph_Sam

The thought of trying to explain the intricacies of the Octopus accounts system, to the Ombudsman, when it comes off the rails, fills me with dread. Even when several hundred £££'s could be at stake. Has anyone else in the readership been caught up in the "Rebilling" scenario?

Doc_N

Telegraph_Sam said:

The thought of trying to explain the intricacies of the Octopus accounts system, to the Ombudsman, when it comes off the rails, fills me with dread. Even when several hundred £££'s could be at stake. Has anyone else in the readership been caught up in the "Rebilling" scenario?

You don't need to do that. Octopus will set all that out in their evidence submission. All you need do is set out what happened to you. It's pretty straightforward really - just a statement of facts, with dates and figures. You'll also be asked how you want the matter resolved.

I was very impressed with the efficiency of the process. Quite simple, particularly as I'd already set it out twice - once as a formal complaint, and once again for the CEO. 

Telegraph_Sam

I remember your previous comments.
It will not be simple to put my side of the case intelligibly without getting tied up in accountancy knots.