Problem with Ocotopus Energy Go, meter readings inaccurate

googlefast

Hi all

I'm having an issue with Octopus Energy and I was wondeirng if anyone else has had a similar experience. Basically, the issue is that the automatic 30 mins meter readings that Octopus is using to calculate my bills are wrong, it shows around 2kWh of electric usuage between 9pm and 12pm, but the actual usage is no more than 0.3kWh, I've confirmed this by checking our smart energy monitor which shows how much electric is being used, so the smart meter is working correctly and showing the correct electric usage at the right time, but somehow Octopus is getting it all wrong!

I've contacted their customer serivce and they said they're going to investigate the issue but they said it could take many weeks! Meanwhile, they're charging me a lot more than they should. Has anyone here had a similar issue with Octopus Energy?

ann_droid

Hi
Is the meter one with a digital display you can take manual readings, and photographs of, to support your claim?

niktheguru

Don't use the smart energy meter energy usage, either read the actual meter readings from the meter (or IHD) and then compare the usage for a 24 hour period. (i.e. 2 meter readings) - then compare that to the 24hr readings from the website.
Which brand of smart meter do you have installed?

googlefast

ann_droid said:

Hi
Is the meter one with a digital display you can take manual readings, and photographs of, to support your claim?

Yes, it's a smart meter, and I've taken photos of it, please note that I'm not disputing the total usage, but rather the hours of usage, because I'm on the Octopus Go tariff which provides cheaper electric between 00:30 and 04:30, and they're just showing my usage at the wrong hours, so for example I use 10kWh between 00:30 and 04:30, but instead of showing my usage during those hours and charging me the cheaper night rate, Octopus Energy is showing my usage during other hours and charging the expensive day rate.

niktheguru

Have you taken actual meter readings at 00:30 and 04:30 and compared the usage? Or are you going by the indicator on the IHD of how much energy per hour you're using?

ann_droid

AND the time on the meter is correct?
BST or GMT or just wrong?

googlefast

niktheguru said:

Have you taken actual meter readings at 00:30 and 04:30 and compared the usage? Or are you going by the indicator on the IHD of how much energy per hour you're using?

Yes, I've  taken the readings as you've suggested, they were accurate.

googlefast

ann_droid said:

AND the time on the meter is correct?
BST or GMT or just wrong?

I haven't checked the time, I'll have to do that this evening, didn't even know it was possible to change the time on the meter!

[Deleted User]

If you have a SMETS1 meter that has been enrolled with and adopted by the DCC, then there has been an issue with 30 minute data usage from these meters post adoption. The good news is that The DCC rolled out a system-wide software fix last night. Early reports are that the problem has been resolved the problem.

If your meter is SMETS2, then what model of meter do you have? I check my 30minute usage and ongoing costs using Bright App.

I should that there was a similar issue reported on another forum and after ruling out that the problem was with either the smart meter or Octopus, it turned out that the clock setting in the Zappi2 EVSE was adrift by 30 minutes.

googlefast

[Deleted User] said:

If you have a SMETS1 meter that has been enrolled with and adopted by the DCC, then there has been an issue with 30 minute data usage from these meters post adoption. The good news is that The DCC rolled out a system-wide software fix last night. Early reports are that the problem has been resolved the problem.

If your meter is SMETS2, then what model of meter do you have? I check my 30minute usage and ongoing costs using Bright App.

My meter is the SMETS2 one, it says E470 type 5394, does that tell you what model it is?

googlefast

niktheguru said:

Don't use the smart energy meter energy usage, either read the actual meter readings from the meter (or IHD) and then compare the usage for a 24 hour period. (i.e. 2 meter readings) - then compare that to the 24hr readings from the website.
Which brand of smart meter do you have installed?

It says Landis Gyr+, Toshiba, E470, type 5394 on it,