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Octopus Smart Meter problem
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mickyduck55 said:[Deleted User] said:mickyduck55 said:I look forward to a fix for mine.. so far the service has been restored but no historical data is available to view in my Octopus account. I have no electrical usage data from 19 May until 19 Sept ... I have data for the last two days.3.995kWP SSW facing. Commissioned 7 July 2011. 24 degree pitch (£3.36 /W).
17 Yingli 235 panels
Sunnyboy 4000TL inverter
Sunny Webox
Solar Immersion installed May 2013, after two Solar Immersion lasting just over the guarantee period replaced with Solic 200... no problems since.
13 Feb 2020 LUX AC 3600 and 3 X Pylon Tech 3.5 kW batteries added...
20 January 2024 Daikin ASHP installed0 -
dur77 said:Can I ask for the meter to be put back to how it was? How can I give tenants move in meter read? Can I take it to the Energy Ombudsman?No, but you can make a complaint, and then take it to the Ombudsman if it isn't resolved within the allowed time.However, if you have not already done so, email smart@octopus.energy which although the emails are triaged before they reach the smart team may get you there quicker, and if you've already tried that email unhappy@octopus.energy.
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Ok I'll try those emails, so far I've only used the ones on their website, hello@octopus.energy, and the complaints email, issueresolution@octopus.energy, with no replies. Can't believe how many email addresses they need to be contacted on to sort something out. Yes ready for Ombudsman, but crazy I have to wait 8 weeks for a response before I can ask them to look at it. By then the tenants will be moving in and we will have no meter reads to give them, so not sure how the Bills are going to be worked out0
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Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from them
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dur77 said:Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from them
I know from recent experience that Octopus now has a diagnostic tool that it can run to identify smart meter faults.
As you seem to have explored all the usual avenues to get a solution, I suggest that the time has come for an email to greg@octopus.energy
You will get a response from one of the senior management team.0 -
[Deleted User] said:dur77 said:Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from themIt is true that the emails are reviewed before they are passed on, but the email will still get attention and be routed to the team with a slight delay.It is annoying but still the fastest way to get the attention of the Smart Meter team.
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dur77 said:Had similar issue since smart meter installed in May 2021. Electricity meter working fine, gas meter never connected. Eventually connected for about 4 months July-Oct, and has been disconnected since. No gas reading display on the meter or the IHD.
N. Hampshire, he/him. Octopus Intelligent Go elec & Tracker gas / Vodafone BB / iD mobile. Ripple Kirk Hill member.
2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 34 MWh generated, long-term average 2.6 Os.Not exactly back from my break, but dipping in and out of the forum.Ofgem cap table, Ofgem cap explainer. Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs, Best kettle!0 -
MWT said:[Deleted User] said:dur77 said:Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from themIt is true that the emails are reviewed before they are passed on, but the email will still get attention and be routed to the team with a slight delay.It is annoying but still the fastest way to get the attention of the Smart Meter team.0
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[Deleted User] said:MWT said:[Deleted User] said:dur77 said:Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from themIt is true that the emails are reviewed before they are passed on, but the email will still get attention and be routed to the team with a slight delay.It is annoying but still the fastest way to get the attention of the Smart Meter team.Results may vary then I guess...My gas meter was refusing to send data, emailed smart@, got a triage question back, answered and the smart team fixed it 2 days later.0
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