Octopus cancelled our eco 7 then denied it ever existed, overcharged, messed up bills, fobbed off

Mulbin

Raxiel said:

Mulbin said:

Keep_pedalling said:

If you have gas heating why E7 for electricity? it is likely the most expensive option.

Not when you have solar panels its not! Sadly Octopus Go was no longer available without an EV.

We don't touch the national grid during the day.

Do you also have a battery?

We have PV, and it's helped reduce our import, but we still definitely do most of our importing during the day period. remains to be seen how things change over the summer, but over the last 6 months of winter since the install our night usage has been 12% of the total. Most of that usage occurring between 5pm and midnight.

Go might not be an option for you, but why not Agile? Or Flux?

Yes, we have a large battery. As I said, we don't use grid much, if at all during the day.

Mulbin

This weeks update...

1. They've missed our march government payment.
2. Their system automatically set a ridiculous monthly bill, which we manually changed to a more sensible one (which has all updated on the app)... and they have just ignored it and charged the bank the stupid amount!

Having to micro manage these incompetents on a weekly basis. I didn't sign up to manage my own account.

Mulbin

.... and they can't change it, despite it not processing yet. I have to phone the bank myself to block it, then phone them back (phonecall 6) to set the payment up again.

It beggars belief just how much I'm having to hold their hands to get their job done.

MWT

Mulbin said:

.... and they can't change it, despite it not processing yet. I have to phone the bank myself to block it, then phone them back (phonecall 6) to set the payment up again.

It beggars belief just how much I'm having to hold their hands to get their job done.

There are processing time restrictions on the DD which can prevent them from altering it, now you have it set where you want it to be, the payment will stick to that each month.

Mulbin

UPDATE June 23

Now well over three months of issues and still nothing fixed, countless emails and fobbing off with "we've submitted the relevant data flows" each time it fails.

Ombudsman now involved with these utter incompetents.

We are also being encouraged to pay £230 a month "based on our previous bills" which seem to be based on pure fiction as out last bill was actually £12

Far too many emails and phonecalls now to list them all here.


We did receive the 8 week letter from Octopus asking if we would like a "senior manager" to look into the issue and contact us. More lies - no senior manager cas been in touch after a fortnight.

Mulbin

Raxiel said:

Mulbin said:

Keep_pedalling said:

If you have gas heating why E7 for electricity? it is likely the most expensive option.

Not when you have solar panels its not! Sadly Octopus Go was no longer available without an EV.

We don't touch the national grid during the day.

Do you also have a battery?

We have PV, and it's helped reduce our import, but we still definitely do most of our importing during the day period. remains to be seen how things change over the summer, but over the last 6 months of winter since the install our night usage has been 12% of the total. Most of that usage occurring between 5pm and midnight.

Go might not be an option for you, but why not Agile? Or Flux?

We'd love to go on to Flux... but how can we when Octopus can't carry out a simple transition to dual tariff in the first place?

Once we get this sorted (if ever) we will apply for flux definitely, but we need to see they can actually carry out a basic process first.

[Deleted User]

Mulbin said:

Raxiel said:

Mulbin said:

Keep_pedalling said:

If you have gas heating why E7 for electricity? it is likely the most expensive option.

Not when you have solar panels its not! Sadly Octopus Go was no longer available without an EV.

We don't touch the national grid during the day.

Do you also have a battery?

We have PV, and it's helped reduce our import, but we still definitely do most of our importing during the day period. remains to be seen how things change over the summer, but over the last 6 months of winter since the install our night usage has been 12% of the total. Most of that usage occurring between 5pm and midnight.

Go might not be an option for you, but why not Agile? Or Flux?

We'd love to go on to Flux... but how can we when Octopus can't carry out a simple transition to dual tariff in the first place?

Once we get this sorted (if ever) we will apply for flux definitely, but we need to see they can actually carry out a basic process first.

I think that you are being a bit harsh. I have been with Octopus for 5 years and like all suppliers they get things wrong. I have never been out of pocket as a result. FWiW, Flux is working extremely well for me and many others.

Mulbin

Dolor said:

Mulbin said:

Raxiel said:

Mulbin said:

Keep_pedalling said:

If you have gas heating why E7 for electricity? it is likely the most expensive option.

Not when you have solar panels its not! Sadly Octopus Go was no longer available without an EV.

We don't touch the national grid during the day.

Do you also have a battery?

We have PV, and it's helped reduce our import, but we still definitely do most of our importing during the day period. remains to be seen how things change over the summer, but over the last 6 months of winter since the install our night usage has been 12% of the total. Most of that usage occurring between 5pm and midnight.

Go might not be an option for you, but why not Agile? Or Flux?

We'd love to go on to Flux... but how can we when Octopus can't carry out a simple transition to dual tariff in the first place?

Once we get this sorted (if ever) we will apply for flux definitely, but we need to see they can actually carry out a basic process first.

I think that you are being a bit harsh. I have been with Octopus for 5 years and like all suppliers they get things wrong. I have never been out of pocket as a result. FWiW, Flux is working extremely well for me and many others.

Good for you!

How am I being harsh... I'm just stating the facts of what has occured, and is now with the ombudsman. Odd response. Do you work for Octopus? 

TheElectricCow

I recently switched over to E7 with Octopus as well and since then they’ve failed to generate any new bills even after submitting manual readings, so perhaps there’s a possibility this isn’t an entirely isolated incident.

I’m not especially concerned as I’ve plenty of well documented evidence that I am in fact on E7 with them and I know I’ve plenty of credit to cover the costs once sorted out regardless, but it’s still not the best look on them.

Mulbin

TheElectricCow said:

I recently switched over to E7 with Octopus as well and since then they’ve failed to generate any new bills even after submitting manual readings, so perhaps there’s a possibility this isn’t an entirely isolated incident.

I’m not especially concerned as I’ve plenty of well documented evidence that I am in fact on E7 with them and I know I’ve plenty of credit to cover the costs once sorted out regardless, but it’s still not the best look on them.

Keep that evidence and log dates for all of it. I suspect you aren't actualy on Eco 7. When they apply your bills manually check how much they are charging, you may (like me) be charged at the standard rate for all use.

Find the post earlier in the thread from CanNeverThinkOfAUsername  , they explain that this is a trick octopus pull to make it look like they have processed your switch before they have actually updated the national database... and sometimes the update fails leaving you in limbo.