Meter mix up - octopus energy useless

FinnUK

Hi,

Familiar story here.  I’m with octopus energy who have my neighbours electric meter registered at my address according to the national database.  They are also unable to take smart readings from my gas meter (it apparently relays through the electric meter which doesn’t exist).

it’s been months now and I’m getting nowhere with them.  They have sent an engineer who confirmed the serial number on the meter is different to the one I’m being billed for and also confirmed I’m being billed for my neighbours meter.

who needs to fix this?  I’ve tried octopus who don’t seem bothered, the builder, the company who own the meters and all are saying it’s someone else.

Can I take this further with ofgem for example?

it’s creating such anxiety with the cost of energy and living that I don’t know how much I am using!

QrizB

Have you been through Octopus's complaints process?

https://octopus.energy/unhappy/

If they don't resolve the problem in eight weeks, you can go to their ombudsman for investigation and resolution.

FinnUK said:

it’s creating such anxiety with the cost of energy and living that I don’t know how much I am using!

Do you have periodic meter readings from your meter since the time you moved in? If so, you know how much you are using and can calculate the cost.

[Deleted User]

FinnUK said:

Hi,

Familiar story here.  I’m with octopus energy who have my neighbours electric meter registered at my address according to the national database.  They are also unable to take smart readings from my gas meter (it apparently relays through the electric meter which doesn’t exist).

it’s been months now and I’m getting nowhere with them.  They have sent an engineer who confirmed the serial number on the meter is different to the one I’m being billed for and also confirmed I’m being billed for my neighbours meter.

who needs to fix this?  I’ve tried octopus who don’t seem bothered, the builder, the company who own the meters and all are saying it’s someone else.

Can I take this further with ofgem for example?

it’s creating such anxiety with the cost of energy and living that I don’t know how much I am using!

Responsibility for this mess sits with the builder or the agent responsible for meter registrations. These mistakes occur because builders talk in terms of plot numbers and databases use postal numbers which are allocated later in the day. Sadly, these mistakes do not occur in isolation and it can involve a number of suppliers. On my small development, 14 out of 15 homes were affected.

You need to talk to your DNO. Explain the problem. Give them your electricity meter serial number and ask for MPAN that the meter serial number is linked to. Provide Octopus with a photo of your electricity meter showing the meter serial number. Give them the MPAN and ask Octopus to amend the MPAN listing to your address. DO NOT delink the meter serial number from the MPAN as you will leave a neighbour with a MPAN and no meter, and someone else with a meter and no MPAN.

FYI, Ofgem do not investigate consumer complaints. You can escalate your complaint to the Energy Ombudsman but it will just tell Octopus to do what they are doing already. It took 6 months to sort out my mis-registration as the suppliers have to talk to each other. In my case, each time Octopus amended the database, the other supplier took the meter back again.

FinnUK

i do send readings but for the electric I send a reading and they bill, then they smart read the neighbours meter and send a credit and the cycle continues.

CSI_Yorkshire

FinnUK said:

i do send readings but for the electric I send a reading and they bill, then they smart read the neighbours meter and send a credit and the cycle continues.

QrizB wasn't saying "take readings to send to the supplier", they were saying "take readings and keep them, so you can always work out how much you've actually spent". - you said you don't know how much you are using, well that's the way to find out.