Octopus Energy takes on Avro customers

Vegastare

Well I'm back yet again the 12th of the month has come and gone and just looked now and once again balance is zero.
I emailed last month to ask why when bank said Octopus applied on 27th Oct etc they dig not take Nov amount and told it would be December. As date fell on weekend thought it would show today.

So after asking several weeks ago for reading - I still have no bill or no payments gone through.
Is it just me or are others having problems like mine

polymaff

wild666 said:

polymaff said:

wild666 said:

polymaff said:

wild666 said:

The larger the TV the more power it will use in standby, especially a smart TV.  

There's a lot of myth around this subject.  Do you have evidence of this?

I suspect many of the claims one sees for how much you can save by not relying on standby for electronic equipment is a confusion between the equipment's standby power when quoted as VA as against Watts.

The savings per week/month are my evidence, down from around 190 kWh down to 120 kWh month. That's just 28 kWh per week, down from 45 kWh per week.

MWT's really said it all.  What devices do you now not leave on standby and which of those dominate the 2 kWhr daily saving?

The only villain I have here is a set-top-box that only saves a small fraction of a watt in standby.  Maybe the difference between the red and green indicator lamps.  That I switch on / off at the mains socket

TV, DVD player, Surround sound Amp, Games console, stereo, smart speakers, cooker, washer, microwave, extractor fans, shower, PC & monitors, External HDD's, charging leads. On a couple of day's I've used as little as 1.8 kWh in a day due to being out for most of the day. One day per week I use 7 to 8 kWh using the washer and dryer. 

Interesting. Looks liike I should stick to what I have.  I'd be quite alarmed to experience the standby figure you quoted.

However

Vegastare said:

Well I'm back yet again the 12th of the month has come and gone and just looked now and once again balance is zero.
I emailed last month to ask why when bank said Octopus applied on 27th Oct etc they dig not take Nov amount and told it would be December. As date fell on weekend thought it would show today.

So after asking several weeks ago for reading - I still have no bill or no payments gone through.
Is it just me or are others having problems like mine

More or less, same here. Avro final bill produced by Octopus is dated 29th Sep; I saw it for the first time and harvested it on 29th Nov, it's isn't possible to say when it was actually created - it was certainly in the latter half of November. Octopus DD went out on 26th Nov at the right time; I received meter reading reminder on 28th; submitted them same day. I thought the idea was Octopus always raised a bill upon receipt of meter readings. Here we are more than two weeks later - nothing. I don't see it as a problem, just an aggravation because I can work out what costs I've incurred but I would like to see firm confirmation of what the tariff actually is, rather than only what they say it will be.

Max68

For those who haven't as yet had any bills from Octopus.

I emailed Octopus a few days ago saying that whilst I had a rundown under my account of usage and what I have been billed, I didn't actually have any bills.  I received this reply today.

"Hi there ,

We would usually send statements out once meter reads have been uploaded and billed against, but we have a temporary hold on our Avro customer's statements to ensure they are double checked and approved before they're sent over.

I've been into your account and approved the statement to be sent out based on your last meter readings, so you don't have to wait for it to be approved by the team. You should receive it to your email inbox and online account soon.

If you need any help at all just let me know."

Moments later a bill arrived via email and it shows now in my account along with current tariff which is -

Electricity             Tariff Name Flexible Avro October 2021 v1

Product Type Variable    Unit Rate 20.35p/kWh    Standing Charge 22.89p/day (£83.55/year)

Price Guaranteed Until Not applicable / Early Exit Fee None / Estimated Annual Usage 3619.5 kWh

 

Gas                        Tariff Name Flexible Avro October 2021 v1

Product Type Variable    Unit Rate 3.15p/kWh      Standing Charge 22.71p/day (£82.89/year)

Price Guaranteed Until Not applicable / Early Exit Fee None / Estimated Annual Usage* 13461 kWh

So pretty pleased with the quick response.  Shockingly close estimated usage actually.  Electricity pretty much estimated at what I have been last few years.  Gas estimate down, probably because I have only had it on one or two hours a day!!

So if you email them I am sure they will sort a bill asap.

Mastanlem

Max68 said:

For those who haven't as yet had any bills from Octopus.

I emailed Octopus a few days ago saying that whilst I had a rundown under my account of usage and what I have been billed, I didn't actually have any bills.  I received this reply today.

"Hi there ,

We would usually send statements out once meter reads have been uploaded and billed against, but we have a temporary hold on our Avro customer's statements to ensure they are double checked and approved before they're sent over.

I've been into your account and approved the statement to be sent out based on your last meter readings, so you don't have to wait for it to be approved by the team. You should receive it to your email inbox and online account soon.

If you need any help at all just let me know."

Moments later a bill arrived via email and it shows now in my account along with current tariff which is -

Electricity             Tariff Name Flexible Avro October 2021 v1

Product Type Variable    Unit Rate 20.35p/kWh    Standing Charge 22.89p/day (£83.55/year)

Price Guaranteed Until Not applicable / Early Exit Fee None / Estimated Annual Usage 3619.5 kWh

 

Gas                        Tariff Name Flexible Avro October 2021 v1

Product Type Variable    Unit Rate 3.15p/kWh      Standing Charge 22.71p/day (£82.89/year)

Price Guaranteed Until Not applicable / Early Exit Fee None / Estimated Annual Usage* 13461 kWh

So pretty pleased with the quick response.  Shockingly close estimated usage actually.  Electricity pretty much estimated at what I have been last few years.  Gas estimate down, probably because I have only had it on one or two hours a day!!

So if you email them I am sure they will sort a bill asap.

The gas rate you have quoted is shown on my bill as from 26th to 30th Sept. Then from 1st Oct to 22nd Nov. Unit rate 3.82p/kWh and 24.87p standing charge.

2010

I emailed them about not getting an actual bill despite putting in three readings since 26th Sept.
I can see the gas balance history but nothing for electric.
The reply I got was, "we have now produced your bills".
A gas bill came through which I already knew about and was correct by looking at the gas balance history.
No electric bill arrived.

Seems Octopus are still wrestling with Avro`s 580,000 customer`s accounts despite their best efforts.
Patience is a virtue.

badger09

badger09 said:

My balance looks ok.
Credit from Avro is correct. Reduced in respect of charges  26/9 - 30/9 and 1/10 - 6/12 (meter readings sent and DD paid 7/12) but still no bills.

I emailed Octopus on Sunday 12th re absence of bills. Reply today enclosing updated 'Statements'. No mention of 'hold' on Avro accounts. All looks fine.

(I do find their terminology slightly confusing though - email refers to Statement, website shows Account, with links to Balance History and a separate page for My Bills, with links to Billing History. But I'm getting old and I'm sure I'll get used to it)  

Sam_84

Sam_84 said:

Mastanlem said:

Sam_84 said:

victor2 said:

Sam_84 said:

Has anyone had a final bill from Avro using estimated readings? 

Does anyone know who is responsible for correcting the final Avro bill?

I've had our 'final' Avro bill but it's used estimated readings instead of the actuals - even though I put the actuals for 26 Sept into the Avro website in late Sept (I have photos of the meters and screenshots of what I entered into the Avro website).  The estimates are quite a bit more than the actuals so Avro have billed too much money.

(Octopus are using the true actuals to start their billing.)

Raise it with Octopus. They should use the same readings as the final bill from Avro. If they do, it will be in your favour.

victor2 - as I said, Octopus are using the true actuals to start their billing (otherwise I wouldn't be too bothered).  I emailed Octopus and they've told me that they can't change the Avro final bill so I've emailed Octopus back to ask who I need to contact (and how to contact them).

If they can’t change Avro final bill then surely they should use the estimated readings that Avro used.

Yes - it is hugely frustrating - I am waiting to hear back from Octopus

Have heard back from Octopus - they've said that I need to contact support@avroenergy.co.uk which simply generated an autoresponse telling me to contact Octopus and giving the FAQs. Phoning Avro gives an automated voicemail (no possibility to talk to someone). I have since emailed the administrators but haven't heard back yet. I guess the next step is Ofgem? Being sent around in circles is frustrating to say the least especially as I entered the 26 Sept readings into the Avro website in late Sept so they definitely had them in plenty of time for the final bill.

oliverbrown

Have heard back from Octopus - they've said that I need to contact support@avroenergy.co.uk

Raise a formal complaint with Octopus. Clearly they should simply align their opening reading with the Avro closing reading. 

Heinzbean

I was getting a bit frustrated because i had no contact from Octopus. So i just set up Octopus account. set up Octopus DD.

I just checked the Online account daily. Nothing seemed to be changing then suddenly it had my two meter serial numbers in there..Then i went online another day and it showed "You have not submitted a meter reading for 65 days" This was the period after Avro went bust 27th sept. Anyhow i put my readings into the online account and money immediately disappeared from the account and i was sent a bill by e-mail shortly after. Everything matched my records so quite happy.. I needn't have worried.