Switching to Octopus problems

brig001

Hi there,
Anyone else had problems after switching to Octopus?
It is taking me months to get everything sorted out, and I only switched electricity
I have economy 7, and they swapped the meter readings for day and night over. They thought I had generated over a thousand pounds of electricity at night!
They also changed my economy 7 times without telling me. They still can't tell me what they are and this is 2 months of emailing down the line
Absolutely hopeless

Brian

MWT

If it is a smart meter then they do control the switching times and you should be in touch with the team via smart@octopus.energy to get your ALCS times set correctly.

If it is not smart then they don't have control over the switching times.

brig001

Hello MWT, yes we have a smart meter
I have been emailing them for 2 months now, and I always get replies, but they are no real help. I have done numerous tests for them and sent photos and videos, but I'm still not getting anywhere

Brian

MWT

What are your current E7 switching times? ... there are a few ways to discover them for yourself if you can check the meter, or if you have an E7 circuit switching heaters or an immersion for example...

Has the swapped day/night reading problem been fixed yet?

brig001

The times are 0:00 till 7:00, but Octopus disagree - I stayed up and watched the meter change its current rate, so I'm sure about that

According to them, it is set to 0:30 to 7:30, so the meter could be faulty or configured wrong (more likely)

The day/night problem is now fixed, but took 20 emails back and forth to sort out. They blamed me and the previous supplier, and still haven't admitted that they messed up. This swap also caused my calculated usage to be much higher than predicted, so they increased my direct debit, and they still haven't brought it down despite being hundreds of pounds in credit in winter!

Brian

MWT

brig001 said:

This swap also caused my calculated usage to be much higher than predicted, so they increased my direct debit, and they still haven't brought it down despite being hundreds of pounds in credit in winter!

With Octopus you set your own DD level, so just go into your online account and change it if you think it is too high. Just set it lower than your estimated monthly use if you want to reduce the balance a bit.

brig001 said:

The times are 0:00 till 7:00, but Octopus disagree - I stayed up and watched the meter change its current rate, so I'm sure about that

According to them, it is set to 0:30 to 7:30, so the meter could be faulty or configured wrong (more likely)

Not likely to be a fault, but as long as you know what the switching times are, is it a problem, or do you want the extra 30 mins in the morning?

brig001

I have been online and can't change the DD amount, only the date it is taken

My real argument is that they changed the times without telling me

Even if they had told me, the would have given the wrong times anyway

I have had this before before with another supplier and ended up hundreds out of pocket due to incorrect switching times

Brian

MWT

brig001 said:

I have been online and can't change the DD amount, only the date it is taken

That sounds like your account is not fully set up yet, tell CS that you can't adjust your DD and see if they can sort that out for you...

brig001

Oops, just tried again and can change it - thanks

I emailed them about this yesterday, so looks like they have fixed it

sebtomato

brig001 said:

Hi there,
Anyone else had problems after switching to Octopus?
It is taking me months to get everything sorted out, and I only switched electricity
I have economy 7, and they swapped the meter readings for day and night over. They thought I had generated over a thousand pounds of electricity at night!
They also changed my economy 7 times without telling me. They still can't tell me what they are and this is 2 months of emailing down the line
Absolutely hopeless

Brian

Same issue for me. Switched from EDF to Octopus in October, and they didn't update the ALCS schedule on the meter.

EDF off peak was 22:30 to 00:30, and then 02:30 to 07:30
Octopus off peak is 00:30 to 07:30

So basically, ALCS gets switch on at 22:30, and Octopus apply a peak rate...

brig001

I have finally left Octopus - I had just had enough
I moved too Eon and they didn't duplicate the times either
The times should be on every bill, but I'm not convinced that suppliers know