Octopus Energy - Nightmare gettting Smart Meter fitted

Djbutler

I agreed to transfer to Octopus Energy for a new EV and the benefits of their EV tariff.  I managed to get the Car in 8 weeks, the EV charger inside 3 weeks and was ready just waiting on my smart meter.  There is some warnings around smart meter install times on the entry in but also mentions of 2/3 weeks elsewhere Im sure.  I have been waiting months and whilst I expected to transfer onto the normal tariff then port over, I was not expecting that to take months and months.  I have spent longer than I care to describe on the phone with Octopus and with their metering installers, long wait times, cut off and promises of action but with no outcome.  I finally booked a date in November a good month after first porting over, this was 29th November and whilst unhappy I took it not to have to wait any more on their call centre lines.  Yesterday the day passed and despite getting all the messages they were coming, no one arrived.  I then called the installers 30th November waiting 45 mins before being cut off and starting again.  I was then told it was cancelled - no explanation.  Now only booking into January.  I have booked it for then as what can I do?  but I really feel they are being very naughty here.  The lure of the improved rates, indications of weeks but in fact its months.  Months Id add where they are attracting stronger rates than advertised or sought by their customers.  Is anyone else having similar experiences?  I am hearing from others in the same boat and equally frurstrated.  Its far from the industry leading customer service they are advertising.  I appreciate the challenge of smart meter roll out but surely they have some duty to be open in their communications about how long this process is really taking.  I feel a little bit held to hostage......

Netexporter

I had to wait over 6 months for my smart meter. That is because I live in a remote area and the nearest installer is over 60 miles away. I imagine they hold the job until the have several to do in an area.

EssexHebridean

Do check that they give you the £30 credit for the cancelled appointment, won’t you. 

It sounds as though you were not given any promises on joining them on when the smart meter would be fitted, so I think you have to accept that to an extent you chose to gamble on this one, and right now, that gamble may not be paying off. 

MultiFuelBurner

If you ported over a month ago it isn't months plural you have been waiting.

However as pointed dour above you are entitled to £30 for them not turning up.

I have also found Octopus will be quite generous with their customer service goodwill refunds.

If I was you I would calculate what you would have saved if your smart meter had been fitted on 29th November. When your smart meter is finally fitted present them with this information and ask they amend your account.

Qyburn

It took us seven months. Part of the problem is because they don't have a waiting list. You have to keep clicking on the booking link and if there's nothing available at that time the only option is to try later. So I could easily have missed a few chances.

Hoenir

Took us four and half months to get a smart meter installed. Our engineer said that there weren't enough working hours in the day. Given the demand in our area. 

tbarnes520

Unfortunately Octopus are no longer the shining light of good customer focus they were when they wanted to woo us all to there service.
On the few occasions I have had to deal with them recently, it has been impossible to get through via phone and emails take in excess of 10 days to respond to without a resolution.
I just wish there was an alternative supplier, but they all appear to be somewhat rotten.

Netexporter

I have no issues with them.

Billing clear and accurate and everything just works, so no need to contact them. I can change my DD amount, when I need to, and find any information about my account, as required.

UncleK

I have to agree that Octopus customer service has slipped in the three years we have been with them. Our smart meter stopped connecting to Octopus in May and after a number of emails and calls when they didn't do what they said they they were going to do, I have now given up and just manually submit readings monthly and get the daily information I need via the IHD and some back calculation. And change DD as I need to. I can't join the saving sessions, but hey - that's all I'm missing.

MultiFuelBurner

tbarnes520 said:

Unfortunately Octopus are no longer the shining light of good customer focus they were when they wanted to woo us all to there service.
On the few occasions I have had to deal with them recently, it has been impossible to get through via phone and emails take in excess of 10 days to respond to without a resolution.
I just wish there was an alternative supplier, but they all appear to be somewhat rotten.

You should try twitter it appears to be the way to get fast responses and resolution.

The_Green_Hornet

tbarnes520 said:

Unfortunately Octopus are no longer the shining light of good customer focus they were when they wanted to woo us all to there service.
On the few occasions I have had to deal with them recently, it has been impossible to get through via phone and emails take in excess of 10 days to respond to without a resolution.
I just wish there was an alternative supplier, but they all appear to be somewhat rotten.

I think we all have different experiences. I emailed them on Friday at 12:58 and received a response at 15:45.