Still not set up with Octopus Flux

young321

Hi everyone 

Hoping someone might have advice on this.

April 2023
Had solar panels installed by Project Solar UK and advised best to switch to Octopus (was with British Gas), so could get onto thier Octopus Flux tariff for the export of electricity back to grid 

May 2023
Received all necessary docs from Solar installation company. 
Switched to Octopus and advised issues connecting and reviewing readings via smart meters 

June 2033
Called Octopus for an update on Smart Meters.

Advised can't transfer to Flux tariff until meters connected correctly 
Octopus ran a health check which didn't work on meters

Engineer called out and smzrt meters Changed.

Another Hub cycle done which didn't work. Provided with smart display which didn't work/display data.

Had another visit and they reckoned electricity meter now commissioned but gas wasn't fully commissioned 

July 2023
Called Octopus for an update. They did a remote commission as said electricity meter had lost connection and this gave a boost. Would need engineer out for gas again though.

I said it was export we wanted sorting as not set up to sell energy back to grid (whole point of this)

Engineer out next day and he had no notes to advise why he wS there or what he could do. He said he wasn't even aware of exporting energy to grid!

August 2023
Called for an update again.
Explained entire issue that seems both meters now sorted to send import meter readings on gas and electric but electricity meter not sending data for export electricity!

Octopus advised another engineer would have to come out. I reiterated to make sure the engineer knew what the issue was so not to waste both our time!

Was told by company booking engineer in would call me back within the hour 

Now two weeks later and no call back!?

Any advice?

I'm thinking call and make official complaint that now paying £225 / month for Solar finance and not receiving any money for energy back to grid through Octopus?

Thanks 
Caroline 

Exiled_Tyke

Phone them (because that's the only way I've ever got them to respond) and tell them that as you are now substantially out of pocket by these delays you want to raise this as an official complaint so that if it is not resolved in a timely fashion you are in a position to be able to go to the ombudsman.  If they offer compensation tell them you want to revisit this once they've got the problems rectified as that is your concern. 

DougMLancs

It’s pretty common that Octopus will backdate the export payments in this kind of situation from what I’ve seen here and on other forums. I would second giving them a call or a tweet- I’ve always found them very responsive on either.

ringding

@young321, did you get transferred OK in the end? I'm having similar grief getting transferred onto Flux. Can't get a straight answer as to what the delay is. Have tried phoning as well as emailing, but didn't make any difference really. 
For me it's only 3mths (!) since the smart meter was installed for the electricity, but it's very frustrating. Been happy with Octopus outside this, but I'm getting tempted to look elsewhere. 

thriftytracey

I too have had delays with Octopus (getting export set up - we are on Flux and our smart meter installed end August.  It hasn't been their fault to be fair, as my installer sent the wrong MSC certificate, then the wrong DNS letter and so on.  We have now finally received a MPAN Export number and I had to call National Grid direct to get that.  Installers just not interested once they have received your cash.  National Grid were very efficient and sent the letter with number within minutes.  BUT you have to keep chasing Octopus they are not proactive in any way and weeks go by without any response from them even if the information that they received is correct or incorrect.  I sent the MPAN Export number to Octopus on 8th December.  So I called this morning - the representative will "pass to the Smart Tariff team".  I have already raised a complaint about the delays from Octopus responding to me.

Of course its now way to late to get any export back now its winter.

Good luck.

thriftytracey

Well.  Now, finally set up, AGAIN, I had to chase Octopus for confirmation.  So, they are giving us £30 for the delays.

mickyduck55

thriftytracey said:

Well.  Now, finally set up, AGAIN, I had to chase Octopus for confirmation.  So, they are giving us £30 for the delays.

I would be content with £30 for my last few month export.. actual payment would be closer to 30p