Octopus energy smart meter top-up warning

confooosed

Afternoon folks, 

On Saturday, I topped up £10 via the Octopus app. Payment was accepted but the amount never appeared on the meter. As this was the first time it had happened, I contacted customer services for assistance.

The agent I spoke to insisted multiple times that the top-up had successfully registered with the meter and that the reason my balance hadn't increased was because I was actually in debt. And the reason I was unaware of the debt was, according to the agent, because my in-home display hadn't updated correctly.

In response, it took ten minutes of me insisting that the agent was talking rubbish before she finally gave me the correct advice which was to manually enter the UTRN number on the meter.

Had I taken the advice as given it would have cost me £10. If you're an Octopus smart meter customer - do not trust the CSAs if they tell you your missing top-up has been accepted!

My more suspicious side wonders whether this could be a scam? Can UTRN numbers be resold and used on other meters?

 

stripling

I don't know what a UTRN number is or how this works but it's an interesting question. I hope there's a response. 

Gerry1

Unique Transactional Reference Number

https://octopus.energy/help-and-faqs/articles/topping-up-with-smart-pay-as-you-go/