Octopus Energy takes on Avro customers

Consumerist

oliverbrown said:

So, how many of you still have a "no properties associated with your account" message on your Octopus meter reading page?

On the dashboard my address and meter numbers are showing. My meter-readings page indicates only that I haven't submitted meter readings since May 2021. Why May 2021 is anyone's guess.

K1977

helenk1234 said:

Urgent Warning - Avro still taking direct debits after accounts have been switched to Octopus. Customer pays twice.

My mum was one of those switched to Octopus after Avro went bust. Today her direct debit was due. BOTH Avro and Octopus have taken the money from her bank account. We didn't cancel the old direct Avro debit as we were waiting to see who would be taking the payment this month but we didn't expect both to take the money. I have contacted the bank to ask for the Avro direct debit to be refunded via the direct debit guarantee but I would strongly recommend everyone who was with Avro should check their bank accounts carefully.

I strongly suspected that this would happen that's why I cancelled my DD to Avro the day after they went bust, I understand that if Avro has any credit belonging to you that this will eventually be transferred over to octopus but once octopus have set up your DD and started taking payments there is no way that Avro should still be doing this, the company now ceases to exist so they should not be taking anymore monthly payments, it could be months before anyone gets their money back from Avro 

wymondham

I'm now on 'Flexible Avro' Tariffs and still no sign of my sizable account balance from Avro.......

Rocox

wymondham said:

I'm now on 'Flexible Avro' Tariffs and still no sign of my sizable account balance from Avro.......

I don't think anyone has received their final bill from Avro and had their credit transferred over.

 Last update from Octopus is:

We've now completed setting up accounts for most Avro customers (560,000 out of 580,000) using their meter info and personal data.  The final batch of data we're still waiting for from the administrator is financial info - which will include your final Avro bill and remaining account balance.

We hope to have this financial data as soon as possible, but cannot control this process so it may take a few weeks more.  Please don't worry, any credit you have once your final Avro bill has been produced will be protected and transferred to your Octopus energy account. We do keep an eye on our customers’ usage and suggest payment adjustments if we think you DD isn’t set right. Read more about this here.

oliverbrown

Consumerist said:

My meter-readings page indicates only that I haven't submitted meter readings since May 2021. 

Things have fallen very quiet for the ~3% of Avro customers not moved to Octopus yet. 

Consumerist

oliverbrown said:

Things have fallen very quiet for the ~3% of Avro customers not moved to Octopus yet. 

I would have thought that all Avro's customers personal details and meter numbers would have been transferred by now. If that hasn't happened yet then it might be time to contact Octopus to make them aware.

Armengar

just cancel avro dd. set up an octopus one. done.  

if you have a sizeable credit set a low octopus dd.

oliverbrown

Consumerist said:

I would have thought that all Avro's customers personal details and meter numbers would have been transferred by now. If that hasn't happened yet then it might be time to contact Octopus to make them aware.

The update from 3 days ago says 20,000 accounts are yet to be transferred.

MWT

2010 said:

MWT said:

2010 said:

The email addresses aren`t much use to existing customers either.

That would be a mistake, for Avro customers the avro@ email is useful as even though they are with Octopus now it puts them into a queue where there is more likely to be specific knowledge of their issues.

Similarly the smart@ address is very useful for existing customers with smart metering issues as it goes to a team with more smart metering knowledge than the general CS staff. .

The tariff being the one you doubted and actually said NINJA59 was just lucky to get it.
Since then there have been others that have said they too have managed to be moved to that tariff.

I would say the ‘doubt’ and the ‘lucky’ comment were justified as the tariff was removed from the list a couple of days ago…

bristolleedsfan

MWT said:

2010 said:

MWT said:

2010 said:

The email addresses aren`t much use to existing customers either.

That would be a mistake, for Avro customers the avro@ email is useful as even though they are with Octopus now it puts them into a queue where there is more likely to be specific knowledge of their issues.

Similarly the smart@ address is very useful for existing customers with smart metering issues as it goes to a team with more smart metering knowledge than the general CS staff. .

The tariff being the one you doubted and actually said NINJA59 was just lucky to get it.
Since then there have been others that have said they too have managed to be moved to that tariff.

I would say the ‘doubt’ and the ‘lucky’ comment were justified as the tariff was removed from the list a couple of days ago…

Octopus had recently posted replies on twitter stating that due to general advice about not switching as in most case cheaper to stay with existing supplier for winter period it had suspended door to door canvassing/selling.

I suspect Helpful Octopus 24M Fixed November 2021 v1 was created in order for its door to door teams to have an active period and at same time offering people  24 month fixed rate @ around current energy capped levels with expectation of huge energy cap increase from 1 April.

While that tariff was listed within current tariffs, there was nothing at all lucky being able to switch/change to it bearing in mind Octopus policy which you have cited on many occasions.

https://octopus.energy/tariffs/ "For simplicity, we only show our most popular online tariffs during the sign up process, but if you’re interested in switching to any of our current tariffs, drop us an email to hello@octopus.energy"

As for that tariff being removed from current list of tariffs, it was never going to last long after being posted on here, prudent for those who believed it to be a very good deal for his/her property usage to act quickly

If someone had been able to change/switch to it after it had been removed from current list of tariffs, that would have been lucky ...