Octopus Go - billed for double my usage!

[Deleted User]

petelancaster1988 said:

debitcardmayhem said:

I have one of those, l&g meters, but as well as double charging(but hard to tell less than  2kwh/month) they are paying me for double my export too …oops 

The interesting thing is in the Octopus app my exports also show double! But because Octopus pays exports on a flat rate per kWh, they don't use the half-hourly readings for billing and instead just remotely take an export meter reading at the end of each month to calculate my exports. So while I pay double for my imports, I actually receive the correct amount for my export...

You can see why I'm somewhat grumpy with Octopus for allowing this situation to drag out so long. If it's my meter manufacturer that needs to do a firmware update, then Octopus should be pressuring them on my behalf. But then again, why would they act in their customer's best interests when they get the best of both worlds, double the amount billed for what they supply me but not double paid to me for what I export...

Customer service is a dying art, if not already long dead.

I'm switching my exports to Scottish Power anyway, as they pay 12p per kWh...

Who are you dealing with at Octopus? Have you brought the problem to the attention of smart.help@octopus.energy

petelancaster1988

[Deleted User] said:

petelancaster1988 said:

debitcardmayhem said:

I have one of those, l&g meters, but as well as double charging(but hard to tell less than  2kwh/month) they are paying me for double my export too …oops 

The interesting thing is in the Octopus app my exports also show double! But because Octopus pays exports on a flat rate per kWh, they don't use the half-hourly readings for billing and instead just remotely take an export meter reading at the end of each month to calculate my exports. So while I pay double for my imports, I actually receive the correct amount for my export...

You can see why I'm somewhat grumpy with Octopus for allowing this situation to drag out so long. If it's my meter manufacturer that needs to do a firmware update, then Octopus should be pressuring them on my behalf. But then again, why would they act in their customer's best interests when they get the best of both worlds, double the amount billed for what they supply me but not double paid to me for what I export...

Customer service is a dying art, if not already long dead.

I'm switching my exports to Scottish Power anyway, as they pay 12p per kWh...

Who are you dealing with at Octopus? Have you brought the problem to the attention of smart.help@octopus.energy

I was dealing with the hello@octopus.energy address before but since reading a post of yours earlier I have now brought it to the attention of smart.help@octopus.energy. No reply yet.

petelancaster1988

Well, no reply whatsoever from Octopus after 2 days of waiting. Phone call going in to them tomorrow, and if that doesn't get something happening or at least some real information about what is going on, it'll be going to the ombudsman.

I don't know if they think that if they ignore me, I'll just go away...?

MWT

petelancaster1988 said:

Well, no reply whatsoever from Octopus after 2 days of waiting. Phone call going in to them tomorrow, and if that doesn't get something happening or at least some real information about what is going on, it'll be going to the ombudsman.

I don't know if they think that if they ignore me, I'll just go away...?

No, it is more that they genuinely have little information on the fix themselves.

On the flip-side they should be able to apply corrective credits for the double-charging though, has this not come up as a temporary fix?

Ultimately though the T&C do allow them to move you off of the 'Go' tariff, or just bill you at the SVT if they can't get accurate billing data from your meter, so that is an option as well, but not one you would want I am sure...

[Deleted User]

petelancaster1988 said:

Well, no reply whatsoever from Octopus after 2 days of waiting. Phone call going in to them tomorrow, and if that doesn't get something happening or at least some real information about what is going on, it'll be going to the ombudsman.

I don't know if they think that if they ignore me, I'll just go away...?

Might I suggest one further avenue to try. If you email greg@octopus.energy you will get a response. 

QrizB

petelancaster1988 said:

Well, no reply whatsoever from Octopus after 2 days of waiting. Phone call going in to them tomorrow, and if that doesn't get something happening or at least some real information about what is going on, it'll be going to the ombudsman.
I don't know if they think that if they ignore me, I'll just go away...?

Before the Ombudsman will accept your case you will have to follow Octopus's complaints process.
https://octopus.energy/unhappy/
I had a problem with my smart gas meter (it wasn't smart) and the complaints process got it replaced, although it took about three months to get an engineer appointment.

tma32

I m also convinced I've been charged double (£1400) on GO tarif from aug 21-sept 22 & have a L&G meter. 

After over 12 months of getting no where through octopus I recently went to the Energy Ombudsman.

Outcome, they find no incorrect billing. But do find they should have dealt with complaint better. They made octopus pay £150 compensation & apology letter

I still don't agree but have had to accept the outcome. The whole process with octopus poor communication has really made me doubt my sanity.

Dascls1

petelancaster1988 said:

I have been on Octopus Go since October last year and for whatever reason my meter (Landis+Gyr E470 SMETS1) has seemingly been sending two readings every half-hour ever since switching, resulting in me being billed for basically double my actual usage. At present, by my calculations they will owe me around £500...

I have been in contact with Octopus, who have said that it is an industry-wide issue and that they are waiting for the powers that be to provide a software update which will correct the problem. All the while continuing to insist that they take a direct debit from me every month.

I have requested a SMETS2 meter to be installed, as I assume the problem is within my meter somewhere, but Octopus have said that this would not be guaranteed to resolve the problem, and are generally resisting fitting a new meter.

Does anyone else have a similar issue to this, and can anyone provide any advice on where I stand with Octopus please?

Just wondering how you managed to get this resolved

i have the same problem with EON Next who are refusing to acknowledge there is a problem with my Landis & Gyr E47 SMETS1 meter - my only option seems to be to go back onto standard tariff as this removes the problematic half hourly data feeds and I doubt I will get ever back the over charged amounts

petelancaster1988

Dascls1 said:

petelancaster1988 said:

I have been on Octopus Go since October last year and for whatever reason my meter (Landis+Gyr E470 SMETS1) has seemingly been sending two readings every half-hour ever since switching, resulting in me being billed for basically double my actual usage. At present, by my calculations they will owe me around £500...

I have been in contact with Octopus, who have said that it is an industry-wide issue and that they are waiting for the powers that be to provide a software update which will correct the problem. All the while continuing to insist that they take a direct debit from me every month.

I have requested a SMETS2 meter to be installed, as I assume the problem is within my meter somewhere, but Octopus have said that this would not be guaranteed to resolve the problem, and are generally resisting fitting a new meter.

Does anyone else have a similar issue to this, and can anyone provide any advice on where I stand with Octopus please?

Just wondering how you managed to get this resolved

i have the same problem with EON Next who are refusing to acknowledge there is a problem with my Landis & Gyr E47 SMETS1 meter - my only option seems to be to go back onto standard tariff as this removes the problematic half hourly data feeds and I doubt I will get ever back the over charged amounts

I thought I had posted the outcome of this ages ago, but it appears I did not so my apologies that this is coming so long after the event!

Octopus eventually sorted this out for me by having a SMETS2 meter fitted at no cost to me, which has been working perfectly fine.

With regards to the double billed amount, as I had logged everything to the nth degree, they had nowhere to go but accept they had double billed me by about £500 too much and paid it back to me as a credit on my account. I dare say that if I hadn't had all the readings they would have dismissed it as they seemingly didn't have any way of accessing the data themselves.

So it's all resolved I'm the end but I have no doubt that there are others who are still in the situation that I was. It didn't seem to be recognised as a widespread problem by Octopus at any point...

Reed_Richards

The trouble is, it's not a widespread problem.  It is a known problem with some Landis and Gyr meters but only a minority of meters suffer from it so a typical Customer Services Agent will never have heard of it.