Octopus Energy takes on Avro customers

GSK79

I'm at a bit of a loss as to what to do and I seem to be the one doing all the running around asking what is going on.... I switched from Shell to Avro literally just before they went under, they messed up my electric switch so it was delayed and I think something wasn't completed properly so the electric switch is still in limbo on Avro's systems.

So all I gave to Avro were the opening readings for both gas and electric, soon after that they went down and I wasn't able to give any further readings, they took my first direct debit but have never been billed (and hardly expecting this to happen as couldn't provide any further readings to them!). Octopus sent the email to enter meter readings on the Avro link but it only allowed me to enter the gas and was showing that the electric meter serial was unconfirmed (Shell have now completed there end, issued final bill and account closed)

I've contacted Octopus several times to try and explain but keep getting fobbed off that they probably haven't received all the account data yet although my account is now set up with Octopus and the gas has switched successfully on 25th October. No sign of electric switch happening so I have no idea what is going on. I contacted Octopus again to say I think it needs investigating and heard nada. 

Glad I kept a record of all the readings over the period. Just sitting tight hoping it all get sorted soon. I haven't made any payments to either company since the end of August, luckily I've put by the normal amount I pay monthly so I'm not hammered with a huge bill once they finally sort it.

Any advice? Keep pestering Octopus or just wait?

victor2

GSK79 said:

I'm at a bit of a loss as to what to do and I seem to be the one doing all the running around asking what is going on.... I switched from Shell to Avro literally just before they went under, they messed up my electric switch so it was delayed and I think something wasn't completed properly so the electric switch is still in limbo on Avro's systems.

So all I gave to Avro were the opening readings for both gas and electric, soon after that they went down and I wasn't able to give any further readings, they took my first direct debit but have never been billed (and hardly expecting this to happen as couldn't provide any further readings to them!). Octopus sent the email to enter meter readings on the Avro link but it only allowed me to enter the gas and was showing that the electric meter serial was unconfirmed (Shell have now completed there end, issued final bill and account closed)

I've contacted Octopus several times to try and explain but keep getting fobbed off that they probably haven't received all the account data yet although my account is now set up with Octopus and the gas has switched successfully on 25th October. No sign of electric switch happening so I have no idea what is going on. I contacted Octopus again to say I think it needs investigating and heard nada. 

Glad I kept a record of all the readings over the period. Just sitting tight hoping it all get sorted soon. I haven't made any payments to either company since the end of August, luckily I've put by the normal amount I pay monthly so I'm not hammered with a huge bill once they finally sort it.

Any advice? Keep pestering Octopus or just wait?

Probably just have to sit tight and wait. But you can find out who "the system" believes your current supplier is from various places, including https://www.theenergyshop.com/guides/whos-my-energy-supplier. It should show Octopus for accounts successfully transferred from Avro.

At least you are putting the money aside, but do check what the tariff costs are likely to be from 26 Sept, when Avro officially ceased trading, as you will be facing a significant increase compared to your old tariff.

Have you contacted Octopus by email? IME they do eventually respond to emails, and once you have a reply, you have a contact you can then exchange emails with, without each reply taking days. The person I dealt with was very helpful, although only seemed capable of addressing one issue at a time though. I got fobbed off with a standard nonsensical reply initially, but kept it polite and simple, and then got the answers I needed.

GSK79

victor2 said:

GSK79 said:

I'm at a bit of a loss as to what to do and I seem to be the one doing all the running around asking what is going on.... I switched from Shell to Avro literally just before they went under, they messed up my electric switch so it was delayed and I think something wasn't completed properly so the electric switch is still in limbo on Avro's systems.

So all I gave to Avro were the opening readings for both gas and electric, soon after that they went down and I wasn't able to give any further readings, they took my first direct debit but have never been billed (and hardly expecting this to happen as couldn't provide any further readings to them!). Octopus sent the email to enter meter readings on the Avro link but it only allowed me to enter the gas and was showing that the electric meter serial was unconfirmed (Shell have now completed there end, issued final bill and account closed)

I've contacted Octopus several times to try and explain but keep getting fobbed off that they probably haven't received all the account data yet although my account is now set up with Octopus and the gas has switched successfully on 25th October. No sign of electric switch happening so I have no idea what is going on. I contacted Octopus again to say I think it needs investigating and heard nada. 

Glad I kept a record of all the readings over the period. Just sitting tight hoping it all get sorted soon. I haven't made any payments to either company since the end of August, luckily I've put by the normal amount I pay monthly so I'm not hammered with a huge bill once they finally sort it.

Any advice? Keep pestering Octopus or just wait?

Probably just have to sit tight and wait. But you can find out who "the system" believes your current supplier is from various places, including  It should show Octopus for accounts successfully transferred from Avro.

At least you are putting the money aside, but do check what the tariff costs are likely to be from 26 Sept, when Avro officially ceased trading, as you will be facing a significant increase compared to your old tariff.

Have you contacted Octopus by email? IME they do eventually respond to emails, and once you have a reply, you have a contact you can then exchange emails with, without each reply taking days. The person I dealt with was very helpful, although only seemed capable of addressing one issue at a time though. I got fobbed off with a standard nonsensical reply initially, but kept it polite and simple, and then got the answers I needed.

I have contacted them by email 4 times now and not had any answers really, other than standard responses and that they are probably still awaiting all supply details.

I just checked that site you recommended. Electric supplier = Avro and Gas supplier = Octopus.

I have checked the tariff info and using my IHD to work out approx. what my usage is going to cost.

Like you say, probably sit tight and wait! Annoying as I'd like to know exactly where I am with my account/costs/payments etc.

wild666

susan47 said:

I'm getting more and more alarmed as the days go by, as it's now getting on for 2 months since Avro went bust. At the time I had credit of around £150 and all payments up to date. Since then they have taken two monthly payments, and after a short while it was showing a balance of over £400 on my Avro. It now says over £615. I can't figure out how it looks like I owe them that much when they keep taking money and I had credit - add to which, I have started wearing a lot of clothes and not turning the heating on! I asked Octopus but their reply was that they couldn't do anything till I got the final statement and paid it. So I gave readings to Avro back in September, and I have given Octopus readings this week, but I have no idea who is taking what when...so today I cancelled my direct debit with Avro as I thought they might just be helping themselves to my account because they can. Was that a mistake? I just think it's appalling how long it's taking them to decide on who gets to charge what. The figures are crazy. I certainly don't owe Avro the £615 they say I do according to their website, having been in credt for £150 and paid £270 on top since the end of September. But if they take too much, who can I complain to?

If you bank online go into the account and look at the DD's you should have one for Avro and one for Octopus, cancel the Avro one and no more DD's will be taken. The figure showing is possibly credit rather than debt, debt would have a minus sign before the figure. Any credit will be put into the Octopus account when things finally get sorted.

Biggus_Dickus

The last email I received from Octopus was 21.10.21 saying my switch was underway and they expect to have me properly up and running in 5 days,...but nothing since.

When I log on to Octopus I can see my property details and it says I haven’t set up any D/D but I’m not sure how much D/D I should be paying??

However, I am now able to enter my 1st set of meter reading on the Octopus website,...but what date do I use to use?

The meter readings that I entered on the Avro website dated 28th Sept which theoretically should have been my final reading have now disappeared from the Avro website!!,...in fact my meter readings page on the Avro website is now completely blank.

 I didn't cancel my Avro D/D and payments have been taken from my account. In fact the last D/D to Avro was a couple of days ago. So I will have quite a bit of credit built up, but obviously I haven’t paid anything to Octopus yet.

There is no sign of my final bill from Avro on the Octopus website either!...what the hell should I do?

 

 

 

wild666

Biggus_Dickus said:

The last email I received from Octopus was 21.10.21 saying my switch was underway and they expect to have me properly up and running in 5 days,...but nothing since.

When I log on to Octopus I can see my property details and it says I haven’t set up any D/D but I’m not sure how much D/D I should be paying??

However, I am now able to enter my 1st set of meter reading on the Octopus website,...but what date do I use to use?

The meter readings that I entered on the Avro website dated 28th Sept which theoretically should have been my final reading have now disappeared from the Avro website!!,...in fact my meter readings page on the Avro website is now completely blank.

 I didn't cancel my Avro D/D and payments have been taken from my account. In fact the last D/D to Avro was a couple of days ago. So I will have quite a bit of credit built up, but obviously I haven’t paid anything to Octopus yet.

There is no sign of my final bill from Avro on the Octopus website either!...what the hell should I do?

 

 

 

Just go to set up a DD and after a few details it should transfer set up the DD with the same amount you paid Avro. That's what I did and it just transferred the amount I paid Avro, £48 over to the Octopus DD.
If you have any Avro DD still active then delete that after you've set up the one with Octopus.

oliverbrown

I've held off cancelling my Avro direct debit but I think the time is right now. I've entered my bank details into the Octopus control panel so they can take the money from there if they want.

Consumerist

MWT said:

NINJA59 said:

It is available to all, I had to call them though. Ignore the avro 1 option and just keep waiting until you get a CS rep.

My change was done in less than 30 seconds....

You got lucky it seems, which is good for you, but need to make it clear that it is certainly not supposed to happen that way apparently. 

This is just the sort of confusing nonsense which gives energy suppliers a bad name.

If a tariff is listed as a Current Tariff then it must, surely, be available somehow and the supplier should advise interested customers how and/or where it is available.

Getting lucky is not an acceptable way to select an energy tariff, in my view.

Beano456

oliverbrown said:

I've held off cancelling my Avro direct debit but I think the time is right now. I've entered my bank details into the Octopus control panel so they can take the money from there if they want.

We're not sure what to do with the DD and have left it alone as Octopus said not to cancel and they will transfer the DD and balance across to them. The Octo site still shows a 0 balance with no DD setup, however the Avro DD keeps going out and are now £826 in credit!

WelshGlyndwr

i was in the middle of switching from eon to avro,  and am yet to hear from octopus? What should i do?