Octopus Energy - Poor communication

drurydd1

Hi All,

Long time reader first time poster.

I switched over to octopus back in October of this year and was given an installation date for a smart meter.  When the installer arrived they advised me the install wasn't possible because we are on a E10 setup with 2 meters.  Every point they made about why they couldn't do the installer made I agreed with and it made sense.

The real issues started when I emailed Octopus advising them of what happened.  I raised some points over why they hadn't picked up on the E10 setup even through it is billed as E7.  I also questioned why they are charging me 2 standing charges when we only have 1 supply coming in to the house, I could understand if we have phase 3 but we don't.  I had 3 electricians to quote for a CU rewire as we have 2 CU's presenting 3 tail pairs 2 the 2 meters.  The Installer said smart meters they install only allow for 1 pair.

The electricians all said the same "you should not be paying 2 standing charges, you have 1 supply not phase 3".

I raised this with Octopus on the 15th and I haven't had any reply back even after sending a further 2 emails and to there complaints address.  I just think there communications is very poor even before I was given the install date there was long delays in them replying.  

Is anybody else having similar issues?

I understand they have taken on bulk customers from failed energy companies but on there website is does say it's taking longer to reply and gives an estimate of 1 day but 1 week on seems a bit long to me?

Thanks,
Douglas

MWT

Try following the process here: https://octopus.energy/unhappy/

... or if you want to take a run at this again, try using the smart@octopus.energy contact point as that gets you straight to the team that handle the smart meter issues.

drurydd1

Thanks for the smart@octopus.energy I'll see where I get with that.  I'm already going through the unhappy process but same issue no response.  I'll give them until the 15th of January to respond/plan of action from them as I think that's more than fair?  Then I'll go to the energy ombudsman

[Deleted User]

OP - do you have two separate meters each with its own MPAN? If so, I believe that Octopus MAY be correct in charging you 2 standing charges. As far as I know, meter standing charges have nothing to do with phases UNLESS each phase is metered separately.

drurydd1

Hi there,

Yes we have 2 Moran's for each meters.  However, a person from my street with the same setup as me but only pays 1 standing charge for the 2 meters with SSE.  

I did find an ofgem document posted online and a blog post about energy companies that moved away from SSE and are then charged for 2.  In the document and blog it states this is not correct and energy suppliers can't charge 2 standing charge for 1 physical supply to the building.

Thanks for the advice!

Thanks
Doug