Smart gas meter blank since April. Octopus unresponsive.

Sago

In Early April 2023 our smart gas meter display went blank. Our IHD stopped giving gas readings at the same time. I reported this to Octopus by phone who asked me to press the buttons on the front of the meter, take photographs, and send these to them. I did this for all button pressing options. The meter remained blank, and has been blank ever since. I don't know if Octopus are getting readings from our meter.

To address this, Octopus advised there would be a 2 step procedure. First, they would try to fix this remotely, and failing that someone (from another agency) would call round to fix/replace the meter. Our elec bills continue to be raised and paid in the usual way.

So since early April was have no readings, and so no gas bills. I chased Octopus last week asking where they had got to with fixing the meter, expressing concern that we had no readings and no bills, and asking for reassurance that they wouldn't 'invent' readings so they could bill us. Their reply was worrying in 2 ways. First, it was very general, with no specifics about what they were doing. Second, they said we could send our own readings to them if we're worried about getting behind. Well, no we can't, as the gas meter is blank for us too, and we told them this in April.

I recently read through their ‘Something not Right’ procedure, and wrote on 2 July to issueresolution@octopus.energy, setting out the problem, and asking them to allocate a 'specialist'. With as yet no response.

I'm now wondering if Octopus are having serious problems with their business and are unable to provide customer service, at least within any sort of reasonable timeframe. If, for example, there's a long backlog in smart gas meter repairs or replacement - say 6 to 9 months - it would be useful to know this. Certainly the discrepancy between their self-described service and the almost complete lack of a service is stark. Any advice about how to get them to act would be much appreciated.

Thanks

[Deleted User]

I have been an Octopus customer for over 5 years. During this time, their CS response has gone from Stellar to Ordinary. I suspect that this is down to the Company’s exponential growth and influx of CS staff from other (failed) suppliers.

As you have tried all the normal channels to get a response, I suggest an email to greg@octopus.energy
You will get the attention of someone in the senior management team.

MWT

Sago said:

So since early April was have no readings, and so no gas bills. I chased Octopus last week asking where they had got to with fixing the meter, expressing concern that we had no readings and no bills, and asking for reassurance that they wouldn't 'invent' readings so they could bill us.

When this does get fixed they will be entitled to estimate your use over the missing period, and usually Octopus are very reasonable when dealing with this sort of thing.

As Dolor suggests, giving Greg a nudge would seem reasonable at this stage, or attract the attention of their social media team via Twitter...

Spoonie_Turtle

Sago said:So since early April was have no readings, and so no gas bills. I chased Octopus last week asking where they had got to with fixing the meter, expressing concern that we had no readings and no bills, and asking for reassurance that they wouldn't 'invent' readings so they could bill us. Their reply was worrying in 2 ways. First, it was very general, with no specifics about what they were doing. Second, they said we could send our own readings to them if we're worried about getting behind. Well, no we can't, as the gas meter is blank for us too, and we told them this in April.

I recently read through their ‘Something not Right’ procedure, and wrote on 2 July to issueresolution@octopus.energy, setting out the problem, and asking them to allocate a 'specialist'. With as yet no response.

Sound like an AI response, in the context.  You'd hope they'd stop that happening on accounts with ongoing problems.

Sago

Thank you for the helpful responses. I will save the excellent CEO option for any disputes about how much they think they're entitled to claim from us if the meter is ever fixed.

I decided to review my notes this morning and rang Octopus again. As I said above, in April they asked me to photograph the meter after button pressing. Today the Octopus agent said a video was needed. He was polite but ignored my questions about why the photos were not acted on. He spoke as though the video request was a first request. I believe this is known as gaslighting. I made a video of our button-pressing activities and sent it. He confirmed receipt and that the meter had been approved, or whatever, for asking the Metering Company (?) to make an appointment to visit. He gave us their phone number.

I've no idea if this will lead anywhere - I've only had responses to 2 of many contacts with Octopus in the past and there's no reason to suppose they will change. It seems likely that customer service training is about style and 'we don't make mistakes'.  In this case the agent's email is written as though the problem arose today, giving whole thing an air of unreality.

It's hard to overstate the poor quality of Octopus' performance in this matter. And their bland refusal to accept any liability or error in failing to address a serious problem such as as a failed smart meter is very odd. It's time to get as far away from Octopus as possible.

imeach

All suppliers are awful when it comes to meters with blank screens.
I know of one (not Octopus) that has been blank for over 4 years

Sago

Thanks - useful to know.

brewerdave

The fundamental problem with the smart meter programme is that suppliers are "encouraged" under threat of fines, to install smart meters, but not to ensure that they work !! 

mac.d

See the thread below for similar issues. I've just recently added an update to it with what appears to be a final outcome following a 9-month period with Shell trying to get it sorted. The customer has had a fortunate outcome with their bills, although despite now have a fully working gas meter, for some reason the electric meter is no longer smart.

https://forums.moneysavingexpert.com/discussion/6416160/gas-meter-not-workkng/p1

Sago

Thanks brewerdave and mac.d. Octopus have now referred the issue to the company that exchanges (whatever) meters, and given me a phone number, which I will ring today. Looks like smart meter tech and processes are anything but reliable.

Sago

Here's an update. I didn't hear from the Octopus meter exchange people so rang them a week ago. Apparently appts are released as and when, and there weren't any left. Told I should ring every week to try to get an appointment. I asked were they bothered that my gas meter wasn't working, and if they weren't I wasn't really bothered about it either. Rang again yesterday and the Octopus agent said he would keep an eye on available appointments and get me one today or Monday coming. If this doesn't happen I made a decision to try one more time and then stop. I'll check on how to make a complaint and to whom, but I can't see that Octopus would be any better at that than all the other stuff. Meanwhile the electricity bills continue to be raised and paid.