Octopus Energy Switch Complaint Ongoing

susy211

Our fixed priced energy deal with OVO came to an end early October 2023, renewal offers from energy suppliers were pretty similar however we had just switched to an EV car therefore looked at the best tariffs for this. Having researched and also having held discussions with various suppliers Octopus Intelligent Tariff looked the best fit for us.  I was led to believe both online and from Octopus customer services that once the switch had taken place 13th October we could then switch over from the  Variable to the Intelligent Tariff straight away.  Given this we made the switch from OVO to Octopus.  Before switching I made another call to Octopus to make sure we can move over to the Intelligent Tariff as this was the sole reason for switching.  Despite reassurance from Octopus customer services this did not happen, and we are now approaching 6 weeks on and still Octopus have not done this. We have a complaint reference and this has supposedly be escalated to a 'specialist complaints handler' although the emails are still coming from the original person? Anyway we are going round and round in circles, Octopus have still not given us any explanation as to why they cannot switch us, other than there is something wrong on the national database and our smart meter.  We have contacted the national database and all seems in order - We have requested that if Octopus are not happy with our meter then they are welcome to come and change it over.... still nothing. All we keep getting are repetitive emails that are not helpful, apologetic but no explanation of what they are actually doing to resolve the issue.  We have become very frustrated and disappointed with the complaints process, basically we are getting close to the 8 weeks at which point in their complaint process is when you can complain to the Ombudsman. Unbelievable today we get an email from 'our specialist complaints handler' to say we need to get a smart meter installed in order to switch to Intelligent Tarriff - we have confirmed 6 times now via email that we already have a smart meter, we have even sent them photographs of our meter, it is beyond ridiculous now ! Does anyone out there have a contact number other than the 0808 164 1088 to escalate our complaint to someone who can actually sort it? Oh and by the way I have already emailed the CEO about the complaint two weeks ago but nothing back. Currently regretting the Switch...

QrizB

Welcome to the forum.

Was your smart meter working in smart mode when you were with OVO? Are Octopus receiving smart meter data? Can you see your smart meter data in eg. the Bright app or at https://www.n3rgy.com/ ?

Which model of smart meter do you have?

susy211

Yes I believe so, however OVO did change over the meter recently some two or three weeks before I switched. Apparently Octopus are not receiving any data, cannot see my smart meter data in that app no. They have now asked for another Creep test, already did this two or three weeks ago, told them nothing changed however this time they wanted photographs (assume they didn't believe me)! Anyway sent them photographs the meter reading did not change, they have come back this morning saying the meter is faulty then as the creep test failed? Strange as I thought if you turned everything off as requested for a Creep Test then the meter reading should not change? Honestly it just gets worse!