Octopus energy now not connecting with my smart meters

Narcyz9

I had smart meters fitted by Providor on behalf of Octopus energy Jan 2022 fine all good providing readings and usage for 12 months approx ..now OE cannot or will not read or connect to the SMs. So my new SMET 2 have now become DUMB ..we are senior citizens here and have medical issues with little time for reading SMs..despite numerous Emails Octopus fail to respond why?..we have ample credit on account for energy ..not impressed..the hourly saving schemes credit us with average use..why will Octopus not connect with our SMs..now 3 months like this..any clues out there?

macman

Try using Twitter rather than email, the response there is usually within an hour or so.

[Deleted User]

Narcyz9 said:

I had smart meters fitted by Providor on behalf of Octopus energy Jan 2022 fine all good providing readings and usage for 12 months approx ..now OE cannot or will not read or connect to the SMs. So my new SMET 2 have now become DUMB ..we are senior citizens here and have medical issues with little time for reading SMs..despite numerous Emails Octopus fail to respond why?..we have ample credit on account for energy ..not impressed..the hourly saving schemes credit us with average use..why will Octopus not connect with our SMs..now 3 months like this..any clues out there?

Contact smart.help@octopus.energy

Ask them whether a request has been made to the DCC for a communications hub remote reset? If this has been attempted and it has failed to re-boot your comms hub then Octopus should arrange for an engineer visit. The engineer will pull the main house fuse for 15 minutes. This will hard reset the comms hub.

I was told by an industry insider that there is a known issue with one communications hub model which is the subject of a NDA between the DCC and suppliers. I understand that the DCC has been working on a remote fix for some months.

Narcyz9

Interesting. I will email them..if it helps
..what gets me is that they fail to respond or do anything for us
.like taking the cash though

Narcyz9

I had an email from Octopus .. they agree with me what is going on and have asked if one of
thier engineers attend and sort it  ( this will be the 2nd time that this will happen  !!! ) I await 
a message from the the engineer whovever they send re time date appointment ... it seems
that they have a full basket of work on at the mo....bigger fish in the sea than me ... I will
post as and when I  should say if and when its happy days,