Octopus smart meter team

lukey01234

Hi all, I have just moved into a new house which was supplied by Bulb/Octopus. 

I’ve signed up to Octopus but my smart meter isn’t working. They have said they need to send an engineer out and they’ll call me to arrange it. Does anyone know the time scales usually? I have an EV and really need to get on a better tariff so it doesn’t keep costing me a fortune! I’m North Yorkshire area.

[Deleted User]

Octopus uses third-party installers in some regions of the country. You really need to get an answer from Octopus. The priority at the moment is new smart meter installations.

Netexporter

At least you don't live in Mid-Wales. I waited nearly a year to get my Octopus smart meter fitted, as the nearest installer is in Swansea.

They may be able to fix it remotely, if you're lucky.

lukey01234

[Deleted User] said:

Octopus uses third-party installers in some regions of the country. You really need to get an answer from Octopus. The priority at the moment is new smart meter installations.

Thank you, I find them difficult to get hold of. I email them and it takes them and age to get back to you. The Twitter team always just say that your agent that’s dealing with it needs to update you so nothing really moves. I hear adverts on the radio all the time about their customer service but I’m not seeing it myself!

QrizB

lukey01234 said:

I hear adverts on the radio all the time about their customer service but I’m not seeing it myself!

Ah, you're not taking into account how terrible all the other big suppliers can be!

lukey01234

QrizB said:

lukey01234 said:

I hear adverts on the radio all the time about their customer service but I’m not seeing it myself!

Ah, you're not taking into account how terrible all the other big suppliers can be!

I've just come from Eon Next... I thought they were bad but to have these problems in the first 10 days of being with them it does make me wonder!

Chrysalis

Octopus customer service isnt perfect, and has regressed since they became a SolR, but from what I understand the competition is still worse.

vic_sf49

Time scale quoted in the last few days, is 4-5 weeks here in the East Midlands area.

They replied to my relative's email ref the lack of usage data in the app, within 24 hrs.

I assume they have an older smets 1, which is no longer smart after the switch. 

Don't know if Octopus are going to try a remote update to the meter, in the mean time, but I thought those time scales were very good.

Readings being submitted manually for now, so no dramas there. 

KxMx

I'm in East Anglia and was quoted up to 6 weeks for a faulty gas smart meter. 

Chased after 8 weeks and received an apology but no further time estimate other than "an appointment will be offered as soon as one is available"

I've now been waiting almost 15 weeks. 

Jaybee_16

Netexporter said:

At least you don't live in Mid-Wales. I waited nearly a year to get my Octopus smart meter fitted, as the nearest installer is in Swansea.

They may be able to fix it remotely, if you're lucky.

I live in rural west Wales and it took two weeks. 

Netexporter

Jaybee_16 said:

Netexporter said:

At least you don't live in Mid-Wales. I waited nearly a year to get my Octopus smart meter fitted, as the nearest installer is in Swansea.

They may be able to fix it remotely, if you're lucky.

I live in rural west Wales and it took two weeks. 

I guess I was unlucky. I suppose they need to get a day's work in a reasonably small geographic area to make a trip worthwhile.

Have you managed to get a quote for solar or a heat pump from Octopus?