Octopus not connecting to electric meter

liviboy

Hi all,

I recently switched to Octopus (having been with Shell so took advantage of a switch referral before being moved anyway later in the year).

They connected to my gas meter no problem and IHD updated with tariff, etc.

However; my electric switch took an extra day and they haven’t connected to the electric meter (no readings coming through to app and the IHD shows £0.00 as the tariff hasn’t came through).

Now, comms aren’t the issue as both Bright and Loop are continuing to work.

I’m thinking there has been an issue when Octopus have tried to install their certificate onto the meter…

Any idea of the best way to ask them to try again?

Thanks 😀

HampshireH

Phone them up and let them know?

liviboy

HampshireH said:

Phone them up and let them know?

Tried that. They said they would send an email and copy me in but nothing was received.

I meant to add that to my message.

QrizB

How recently did you switch? Within the last couple of weeks?

Someone - I think it was @[Deleted User] - reported that Octopus periodically poll all their smart meters to check the health of their connection. If you search the forum you should find the relevant posts.

liviboy

QrizB said:

How recently did you switch? Within the last couple of weeks?

Someone - I think it was @[Deleted User] - reported that Octopus periodically poll all their smart meters to check the health of their connection. If you search the forum you should find the relevant posts.

Yes a couple of weeks ago.

Not heard of polling so will have a look.

Thanks :-:smile:

[Deleted User]

liviboy said:

QrizB said:

How recently did you switch? Within the last couple of weeks?

Someone - I think it was @[Deleted User] - reported that Octopus periodically poll all their smart meters to check the health of their connection. If you search the forum you should find the relevant posts.

Yes a couple of weeks ago.

Not heard of polling so will have a look.

Thanks :-:smile:

Your problem is the set up of your account. For some reason, electricity always takes longer than gas. Industry procedures are from a bygone age. Octopus can only access your smart meter data when it becomes the designated supplier on the National Database. 

Yes, Octopus carries out a fortnightly health check on all its smart meters. This information is only available to the smart meter team.

liviboy

And as if by magic, half an hour ago
the IHD sprung into life! Even got a wee “Welcome to Octopus” message!