Octopus Energy takes on Avro customers

2010

UPDATE THURSDAY 16th DECEMBER

Your old Avro Direct Debit plans should now have been transferred over to your new Octopus Energy account. You'll see your Direct Debit in your dashboard and it should say Octopus, rather than Avro. You can view and update any and all payment details via your online account.

Any Direct Debit payments you've made in the interim are still being transferred over to us, so for now, your Octopus balance still might not be quite right, though we hope to bring all payments over to your new accounts ASAP.

We're still pushing forward with final bills, and have sent over 300,000 final bills so far – and we're working quickly but thoroughly through the rest, so if you've not had yours yet, it shouldn't be far away.

shanreta

I would be very careful to check your final bill from Avro Energy. I had a bill from Avro on the 14th September for the period 14 August - 14 Sept using the reading I had submitted 13 September. I was in credit for £237.40.

Imagine my surprise when the final bill from Avro for the period 14 September - 26th September was £661. The number they had 'estimated' for the final electric reading was 4411 kWh in 12 days. I have absolutely no idea where this number came from - our average usage was around 750 kWh/month. It was listed as 27638 - my current reading in December is only 26358. I submitted a reading in October 24189.  My credit has vanished now, sucked into the huge 'debt' i have from Avro. I have rung Octupus energy. I had to send them my previous bill for September and a photo of my meter with the reading showing. I have absolutely no idea what to do now. I am not paying an obviously incorrrect bill.

oliverbrown

I have absolutely no idea what to do now.

Wait and see. Let us know how it goes. 

Sam_84

oliverbrown said:

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. 

Thanks to all for the input.  I have written back to Octopus.

westv

Still awaiting final bill from Avro although I was never actually "with" them seeing as my transfer from EDF to Avro completed on 7th October - after they went bust. I do have a credit to be transferred to my Octopus account though.

elsien

How long are Octopus taking to get back to people if you email them? I have queried the complete lack of any activity on either my avro or octopus account but the email has fallen into a black hole of nothingness.

MWT

elsien said:

How long are Octopus taking to get back to people if you email them? I have queried the complete lack of any activity on either my avro or octopus account but the email has fallen into a black hole of nothingness.

Best mail address to use should be avro@{octopus.energy, so if you used hello@ I would resend to Avro@.

oliverbrown

westv said:

Still awaiting final bill from Avro although I was never actually "with" them seeing as my transfer from EDF to Avro completed on 7th October

Same. Communication with people in the middle of a switch to Avro when they ceased trading has been woeful. I haven't had any communication from Octopus for over two months, nor has any of the information on the official update page since 13 October been specific to us.

Simply not good enough from Octopus.

elsien

Just got a reply. Basically, still migrating from Avro, octopus haven’t been given any final readings or account information from them so nothing they can do and carry on watching this space. Oh well. 

locky123

Avro credit applied to Octopus account, emailed asking for refund, week later credit refunded into ban account. 

Quite impressed with Octopus and this particular SOLR process, especially compared to date with Neon Reef to BG and Zog to EDF.