Octopus Energy takes on Avro customers

westv

Sounds like those of us who transferred to Avro after they went bust fall into "more complex data or billing issues".

elsien

Or just before. My switch was completed a week before they went bust but I seem to be in that latter category as well. 

Grizzlebeard

If 10% of 600k customers are complicated and yet to be sorted that's 60,000 accounts.

It's encouraging to know you're not alone and they're not picking on you personally.

It's discouraging to know you're somewhere in the line in a 60,000 long queue.

Merlin139

oliverbrown said:

UPDATE SATURDAY 15th JANUARY

Over 90% of Avro customers have now been issued final bills, and are now set up and getting bills normally as Octopus Energy customers. The remaining 8-10% have more complex data or billing issues that we are working quickly to solve and expect to have any remaining customers’ bills out over the coming weeks.

The next step is getting credits back to customers. The data for accounts who left Avro prior to Octopus Energy taking over and were owed a credit are now being imported into our systems with  refunds being processed in batches over the coming weeks. We‘ll attempt to return any credits to the bank account used with Avro in the first instance.

Guess my 3 days of emails going backwards and forwards asking for an update finally paid off! Kept getting the reply of we are working on it and it will be sorted in a few weeks. As I pointed out to them on Wednesday it was 4 weeks since they updated the page and what was the point of an Update page if you don't update it!

I joined them on Sept 23rd. Day they went belly up. Don't see what makes mine more complex? I do need a new final bill from Avro technically as they one I have does not show the DD payment made on Oct 14th. This was following Octopus advice to keep DD active.

One thing I have been told is that until I receive a final bill via email from Avro, I am still with Avro. That was at 16:15 yesterday.

I have a diary entry to bug them Monday 31st if no resolution.

wild666

spannerman said:

Entered meter reads on 31/12 and although running balance has been amended have not had a bill generated for December showing on my account. Previously entered meter reads on 31/11 and received bill for period from when Octopus took over from Avro up to end Nov within a couple of days. Thought delay might be due to Xmas/New Year but still nothing showing. Emailed Octopus yesterday and received reply "we will generate an itemised statement for this period once the legal SOLR transition process completes later this month". 

Just wondered if anyone else has had a bill for December generated and showing in their account?

I have sent in readings weekly and a bill for 30/11 to 31/12/21 hasn't being generated but if I go into my balance history it shows that from the 29/11/21 until the 13/01/22 I have used 216.81 kWh of gas and from the 30/11/21 to 13/01/22 I have used 193 kWh of electric. I have only had one bill that I can download and that's for 26/9/21 to 29/11/21. The question I keep asking myself is are they only going to produce bills quarterly for download? If so then it will be the 28/02 or 1/3/22 before I get a bill.

MWT

wild666 said:

The question I keep asking myself is are they only going to produce bills quarterly for download? If so then it will be the 28/02 or 1/3/22 before I get a bill.

No, you should get a bill after each meter reading (or monthly if you have a working smart meter), but some times they can get 'stuck' if there is a need for a manual review or some other unknown reason.

Generally all it takes is an email to hello@octopus.energy to get the bill produced and emailed to you...

WelshGlyndwr

I am a customer transferred from avro to octopus. However, i was yet to have the balance of around £50 transferred over or am yet to start a direct debit. I was never with avro as i was in the middle of switching from eon to avro but didnt get any bills from avro.  Any advice on where my credit is from avro? and i am yet to receive a bill from octopus? 

Consumerist

WelshGlyndwr said:

I am a customer transferred from avro to octopus. However, i was yet to have the balance of around £50 transferred over or am yet to start a direct debit. I was never with avro as i was in the middle of switching from eon to avro but didnt get any bills from avro.  Any advice on where my credit is from avro? and i am yet to receive a bill from octopus? 

Unfortunately, this sort of thing was always going to take time.

If it was me, I would be checking back with eon to see whether the switch completed and, if so, when. Your latest bill from eon might help here, depending on when it was. Was it a final bill, for example?

wild666

MWT said:

wild666 said:

The question I keep asking myself is are they only going to produce bills quarterly for download? If so then it will be the 28/02 or 1/3/22 before I get a bill.

No, you should get a bill after each meter reading (or monthly if you have a working smart meter), but some times they can get 'stuck' if there is a need for a manual review or some other unknown reason.

Generally all it takes is an email to hello@octopus.energy to get the bill produced and emailed to you...

Thanks! Since I was moved to Octopus from Avro it says in my balance history how much electric and gas I've used since the first bill on the 30/11/21 plus it keeps updating the amount used and deducts payments from my credit every week when I submit readings. 

[Deleted User]

Being one of the circa 60,000 with what Octopus now call a complicated case I hope that Octopus are more efficient with sorting us out than Scottish Power was with me when Yorkshire Energy (circa 78K cutomers when they went bust went bust in December 2020).  It took Scottish Power as the SOLR until May 2021 (4 months+) before I got my refund due from YE but mine was a relatively straightforward case (supplier YE went bust rather than a change of home and final credit from Avro remains unpaid).  So I can only guess at now many more months it might take for us 60K dregs to be sorted out.  Fingers crossed that we are all sorted before Easter 2022!