Octopus energy smart meter problem - advice needed!

victor2

pkg2k said:

In response to victor2 on n3rgy, I just registered and it confirms 100% what I've been telling Octopus. When I add up all the data within it it comes to a total usage of 377 m3 since meter install date (meter currently reads 774 m3 on actual).

So the data centrally confirms I'm not going crazy and that the opening meter read was not 0. I assume Octopus have access to this information also, which begs the question why couldnt they simply check against this to confirm I'm telling them the truth?

I've sent Octopus this data also.

thanks victor2 for your advice-  this may be what helps get them to resolve.

Rgds

Good luck. Let's hope they at least give you a "goodwill gesture" to offset the extra cost.

macman

lopsyfa said:

Can you share a picture of the initial reading. I have just had a smart meter fitted by Octopus (so I am assuming we have the same IHD here) and the IHD provided does not show the gas usage in m^3 only as kwh or £. Except you have a different IHD, then I suspect you may be looking at kwh which shows the initial usage may be much lower (approximately 10x lower).

After fitting the smart meter, the engineer turned on all the gas hobs and asked me to switch the thermostat in the house to 30C to check the meter works and remove any air in the system. He actually didnt switch them off but I turned them down/off after a few minutes. I think what may have happened is you may have left the thermostat at 30C for significant period to cause some high initial usage.

And it seems the meter was fitted during the cold spell and considering how much gas you use, that initial usage may not be impossible. 

This is assuming the usage you are looking at is kwh. If you have a different IHD and it is really m^3 or the usage is in £, then this does not apply. 

None of the IHD's display gas reads by volume, only by kWh's and cost, since the billing is based on the kWh figure.

pkg2k

My IHD displays by volume - I suspect this is probably a very old model that was destined for the skip before Octopus provided me with it.

EssexHebridean

OP I'm really glad to hear that you may have a resolution on this. Could you make a mental note to return here and update us on it please once it is resolved as this thread could prove useful for someone else down the line! 

pkg2k

Certainly will update here once this is resolved. Thx all 

pkg2k

As requested, update on the resolution.

Octopus have now applied a credit to my account for the amount of energy that was billed but not used due to the opening meter read issues. They have accepted that it could not have been 00000 when installed.

It took two complaints and a written letter explaining the situation until I finally received a response from them:
"We have conducted an investigation into this and found that this is something that can happen when a meter is first installed".

Interesting that this happened after I provided the n3rgy information that backed up my claim, as they didn't seem the least bit interested in believing me until that.

For any people installing smart meters - make sure you get a photo of your meter before the engineer leaves with the opening reading. Also I'd advise signing up for n3rgy so you have the info as a backup just in case.

Thanks for all who helped - appreciate the time you took to respond.

Rgds

EssexHebridean

Fantastic news - thank you! 

marlot

pkg2k said:

My IHD displays by volume - I suspect this is probably a very old model that was destined for the skip before Octopus provided me with it.

Mine (installed Oct 22) also shows me the gas meter reading in m3

Pleased you have got the situation resolved.