Octopus Smart Meter problem

mickyduck55

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.

Octopus will carry out a manual data pull from your meters. Just email smart@octopus.energy and politely ask them to recover the missing data and issue a statement. You might be surprised.

Thank you I have a string of emails going back months with replies but not directly to this email.. will give it a go

All sorted.. 

MWT

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.

dur77

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 out

dur77

Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from them

[Deleted User]

dur77 said:

Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from them

Sadly, it will not as Octopus has recently initiated a triage scheme for all emails addressed to its smart team. Sorry to go over old ground but can you confirm that all the LED lights on your comms hub are flashing normally. Can you access a meter reading on the actual meter?

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.

MWT

[Deleted User] said:

dur77 said:

Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from them

Sadly, it will not as Octopus has recently initiated a triage scheme for all emails addressed to its smart team.

It 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.

QrizB

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.

Sorry to ask a stupid question; smart gas meters usually need a button pressing to wake up the display, otherwise it stays blank. Have you been doing this?

[Deleted User]

MWT said:

[Deleted User] said:

dur77 said:

Ok, the unhappy email address doesn't work...fingers crossed the smart one elicits a response from them

Sadly, it will not as Octopus has recently initiated a triage scheme for all emails addressed to its smart team.

It 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.

Sadly not in my recent experience.  I switched my gas supply back to Octopus a fortnight ago and I emailed the smart team to tell them that there is an issue with my GSME/gas proxy. Ten days on, I am still waiting for a reply/action from the smart team.

MWT

[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 them

Sadly, it will not as Octopus has recently initiated a triage scheme for all emails addressed to its smart team.

It 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.

Sadly not in my recent experience.  I switched my gas supply back to Octopus a fortnight ago and I emailed the smart team to tell them that there is an issue with my GSME/gas proxy. Ten days on, I am still waiting for a reply/action from the smart 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.