Octopus Energy takes on Avro customers

oliverbrown

Merlin139 said:

Billed me for 3 days SC (23rd to 26th of September) for Gas and an Estimated 1.5 Units of Gas (28.5 kWh) but nothing for Electricity, not even SC.

Ah that makes sense, my completion date was after the 26th. Avro has nothing to bill me for, so the transfer to Octopus is likely more complex as I was never fully activated on Avro, and the handover is from my previous supplier.

westv

oliverbrown said:

Merlin139 said:

Billed me for 3 days SC (23rd to 26th of September) for Gas and an Estimated 1.5 Units of Gas (28.5 kWh) but nothing for Electricity, not even SC.

Ah that makes sense, my completion date was after the 26th. Avro has nothing to bill me for, so the transfer to Octopus is likely more complex as I was never fully activated on Avro, and the handover is from my previous supplier.

Same as me. Transfer was after they went bust so I am waiting for my credit to br transferred to Octopus. My Octopus a\c doesnt have any DD set up yet.
Last email from Oct 30/11

Hammer_Time

They also went bust before I transferred to them, however the credit I got was transferred to my current account from my previous supplier. 

oliverbrown

westv said:

My Octopus a\c doesnt have any DD set up yet.

I cancelled my Avro DD and set up my Octopus DD a couple of months ago. Octopus have taken nothing from me as yet.

Hammer_Time

oliverbrown said:

westv said:

My Octopus a\c doesnt have any DD set up yet.

I cancelled my Avro DD and set up my Octopus DD a couple of months ago. Octopus have taken nothing from me as yet.

Same here.

westv

I left my DD for Octopus to sort out.

Sam_84

Sam_84 said:

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.

Thanks to everyone who replied. 

I got back in touch with the Avro team at Octopus and said I shouldn't be charged for the same electric and gas twice. The people I've been emailing with have been very helpful and they have sorted it out by adjusting the Octopus side of things.  As they can't change the Avro bill itself, they reversed out all the Octopus bills that I'd been issued and calculated new bills which has got us to the right place in the end.

janbeno

Anyone know when I'm likely to get a proper bill from Octopus? I have the final bill in the Octopus account for Avro and the Avro account is all settled. 

I have furnished meter readings since September to Octopus have made payments and also paid our winter fuel allowance in to cover usage, my first DD was taken a few days ago. This money has been taken to cover the cost of usage but I still haven't had a generated bill.

mikeyorkie10

I've had bills auto generated after submitting readings manually until this month!  They installed smart meters and the reading of the first of each month was supposed to generate a bill. My online balance updated but I received no bill.... I messaged them on Twitter (@OctopusEnergy)and they generated a bill. This is their message back - "Thank you for getting in touch, Sorry this was not issues automatically- we have raised a health check on your account which will be passed on to our metering team for them to get this fixed for you. If this happens again next month, please let us know and we will escalate it for you. A new up to date bill has been issued". I'll see what happens next month but it is a strange coincidence!

janbeno

mikeyorkie10 said:

I've had bills auto generated after submitting readings manually until this month!  They installed smart meters and the reading of the first of each month was supposed to generate a bill. My online balance updated but I received no bill.... I messaged them on Twitter (@OctopusEnergy)and they generated a bill. This is their message back - "Thank you for getting in touch, Sorry this was not issues automatically- we have raised a health check on your account which will be passed on to our metering team for them to get this fixed for you. If this happens again next month, please let us know and we will escalate it for you. A new up to date bill has been issued". I'll see what happens next month but it is a strange coincidence!

My smart meter is now dumb, as I said I have given readings every month since Octopus took over. When the meter readings are sent, the balance alters very quickly, so I cannot understand why proper bills are not generated at the same time, surely the system is computer generated otherwise the balance wouldn't alter?

I'll give it a couple of days and see what happens. Then I'll contact them. Not really impressed with this tbh.