Octopus Energy economy 7 beware

RobMac

Update

I have put a case in with the Ombudsman. It is going through and miraculously the meter is now reading rate 2. The paperwork they sent through does not really explain why the massive delay, just that suddenly its done.
Unfortunately they have now come up with a plan that they need 2 to 3 months of economy 7 usage to work out my average night to day usage. They then will take a percentage and work out how much they are overcharging and compensate from that. I seem to be missing something here. I can download all my usage from their website in 30 minute segments. I can filter it all and in 10 minutes know my day and night exact usage since starting with them. I have explained this many times and still even now they refuse that this is possible. 
The last thing was the compensation. £50. E.on at least give you £75 for messing you around. I genuinely would have preferred if they gave no compensation and just calculated my bill properly rather than continuing to mess me around. Well wait and see now for the ombudsman's conclusions. 

dunstonh

Ironically I looked them up first as they give very good rates for economy 7 around my way. Bizarrely their systems think my house is a business though and they were unable to get around that

That happened to me with EDF.  Apparently, it can happen with older properties or where properties have had parcels of land segmented off over the years or had a non-clerical business operating out of it in the past.  However, I phoned them up, and they overruled the automated method and did the switch manually.  

RobMac

Update

Ombudsman finally decided. They are letting Octopus calculate my average economy 7 usage for the next 2 to 3 months over winter, when daytime usage is higher, to apply to summer usage as an average. 
The ombudsman think that the data Octopus collected of my energy usage every 30 minutes over the whole period is not sufficient to calculate my usage as not photographed?!?!? Octopus uses this data to calculate my usage when taking part in free electricity trials so really concerned to learn its not reliable data!!! 
In short if you have an issue with Octopus and economy 7 do not expect the ombudsman to help but to side with Octopus. The energy sector seems a mess for customer service and if Octopus are the best goodness knows where to go. Terrifying. I worry what companies are doing to the vulnerable who don't have a voice to fight back. All I know is I wish I had stayed at ovo paying more but just paying my bills every month without issue.

Phones4Chris

If you are prepared for the hassle it will involve, you do not have to accept the ombudsman's ruling, though Octopus do. You could decide to take Octopus to the small claims court    I don't know if anyone else has done such a thing or how successful it would be!

Phones4Chris

Reading back through the thread, I see someone mentioned "If it's a smart meter......."
Is it a smart meter?
If so, go to https://data.n3rgy.com/consumer-sign-up and register. You should be able to download all the data for the last 6 months, sorry it's 90 days, which will show consumption for every half hour slot.
IIRC the meter has just over 12 months of data and Octopus would be quite capable of downloading it all since your move to economy 7. There really is no excuse here. You could give all the data you can get to the ombudsman and challenge their decision.

Phones4Chris

Just to add to the above, you may want to download the Tariff separately for the different dates before/after a rate change (Oct.1st). If you download the last 90 days, mine shows the rate before the tariff change. I had to find a date after the meter was updated with the current tariff to see the current rate.
Not all suppliers update the meters immediately, which of course badly misleads people if the rate has gone up as you'll be spending more than it says!!

RobMac

Thank you very much for your comments. Octopus retain 12 months of data with 30 minute readings on your account profile which I have downloaded. I also have a myenergi hub installed due my electric car which also has 30 minutes of data a time which I downloaded and matches the Octopus data.
Unfortunately the way the ombudsman write it up I either accept their decision or go it solo through small claims.
I have highlighted the fact the data is there to Octopus many times who just ignore me. I have highlighted it many times to the Ombudsman who have decided these are just my numbers. It's really quite shocking. I have no doubts if I took them to the small claims court I would win without any issue as the data is theirs that they use to calculate my bill! Sadly who has the time and money to do it.
The energy companies make no attempt to resolve issues themselves and just leave it to the Ombudsman. They could volunteer to resolve the issues, apologise and sort it out but do not. Its just so frustrating. 

Phones4Chris

I would very bluntly challenge the ombudsman, ask them do they actually understand smart meters, how they work and the data that they retain, because the suggested solution is quite ridiculous when the data is there in the meter, also in Octopus's data base and unless they review their decision, you'll take it further.
Then, try emailing your MP who should forward your issue to the Secretary of State of the "Department for Energy Security & Net Zero" as it's now called! Maybe they can look at the ridiculous things the ombudsman is doing. I'd also copy the email and your details to Octopus's CEO, Greg Jackson.
This just is appalling, not heard of anything so abysmal.

RobMac

Appeal rejection reason

Following our decision issued by Ashlea on 1 December you have challenged the decision tell me the meter data was collected from your smart meter the whole time at half hourly intervals. You tell me the error with the rate 1 and 2 did not affect this data and as such the supplier can calculate your actual usage.

Whilst I acknowledge your comments I am satisfied Ashlea has addressed this within the original decision. Whilst half hourly reads are available these do not provide actual meter readings and as such the only way the supplier can rebill is to establish the usage on your new meter and apply this to your previous meter. 

RobMac

And so in the words of the ombudsman Octopus energies collection of data from our smart meters is not to be trusted or accepted.
As I take part in the free electricity pilot it appears they may be miscalculation my usage as it is not a meter reading...?!??!?!
Worlds gone bonkers. Ombudsman is clearly unwilling to address or lack basic knowledge of smart meters which is incredibly worrying.