Octopus Energy - Nightmare gettting Smart Meter fitted

vic_sf49

I think they may be doing a good job at triaging emails. 

Where I've asked to switch tariffs (January), to join Outgoing Octopus (Thursday last week), or why a relative wasn't seeing smart meter data (November) I've had answers / emails within 12-48 hrs.

Where I've had a non urgent but more indepth query, twice in the last month, the replies have taken about a week. 

PeterCornwall

I have been trying to get Octopus to sort out a problem for 7+ months.
our IHDs ( 3 so far) & now Octopus mini fail to connect to the SKU2 comms hub ( DCC & MESH were Ok until last AES visit so data transferring over cellular to Octopus). Octopus tell AES to reboot/replace comms hub, AES drive 2+ hours from Plymouth but refuse to replace hub ( they reboot but no change)…Octopus totally indifferent. After speaking to Ofgen it appears that they are in contravention of their (Ofgen’s) contract requirements and I am going to have to go to the energy ombudsman to get this sorted…. Absolute bunch of incompetent muppets !!!! Green my **se… neither ARS nor Octopus seem to know how the equipment they are installing works !!!

psullivan

Octopus energy are a nightmare 

Netexporter

Not for me. Everything works perfectly. I had a bit of a wait for a smart meter but that's because I live in a remote area.

Chrysalis

I was lucky that I got in before demand for smart meters surged, think was about a 2.5 month wait if I remember right and was able to book the first time I checked.

Dewpoint

Three whole days I've waited for Octopus to fit smart metres to my gas and electricity supplies. 

On the 1st attempt, they managed to fit the electricity smart meter but failed to fit the Gas smart meter because of some "problem" with the components of the meter that couldn't be resolved that day.

On the 2nd attempt the fitter who turned up wasn't made aware of the problems associated with fitting the gas smart meter that scuppered the first attempt! So, that was another waste of a whole day.

On the 3rd attempt I waited in all day and nobody turned up. No emails, no texts, no telephone calls!

Have since sent emails to Octopus complaining about the poor service and after three days I've still not heard anything from them!

Cr*p service Octopus!

Phones4Chris

@Dewpoint Did your emails request the £30 compensation for the failed appointment? Did you also detail the problem about fitting the Gas Smart meter and the next installer needs to be made aware of the issue the first one identified?
Or were your emails just general complaints?

Qyburn said:

............ 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.

That's what I did. No appointments when I first checked a few times, then some turned up and one date/time looked good, decided to think about it, went back a day later and it'd disappeared, nothing. Kept checking now and again and eventually got one. Overall about 3 weeks from when I decided to go for one (Elec. only). Installer texted to confirm arrival, turned up on time, took about an hour, even fitted an isolation switch. Was very helpful and polite.
Had a few queries after it was fitted, emails were responded in 12-48hrs depending on day of week.

Dewpoint

Phones4Chris said:

@Dewpoint Did your emails request the £30 compensation for the failed appointment? Did you also detail the problem about fitting the Gas Smart meter and the next installer needs to be made aware of the issue the first one identified?
Or were your emails just general complaints?

Qyburn said:

............ 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.

That's what I did. No appointments when I first checked a few times, then some turned up and one date/time looked good, decided to think about it, went back a day later and it'd disappeared, nothing. Kept checking now and again and eventually got one. Overall about 3 weeks from when I decided to go for one (Elec. only). Installer texted to confirm arrival, turned up on time, took about an hour, even fitted an isolation switch. Was very helpful and polite.
Had a few queries after it was fitted, emails were responded in 12-48hrs depending on day of week.

This was an appointment made for me by Octopus after they failed to install the gas Smart Meter at the 2nd visit. It was sent to 

my email address.

My complaint emails to Octopus was very specific and along the same lines as above.

It's frustrating & annoying they still haven't even acknowledged my complaint let alone

sorted out the problem.

I noticed that the 3rd appmt email mentioned email address "hello@octoes.com" for any questions even though it came from "hello@octopus.energy". So, I don't know what that's all about!

I'll phone them today and get answers hopefully. Not impressed though. My association with them is likely to be a very short one.

Phones4Chris

@Dewpoint You need to specifically claIm the £30 for the missed appointment and another £30 for the aborted (2nd) appointment, that should get their attention!!

Dewpoint

Phones4Chris said:

@Dewpoint You need to specifically claIm the £30 for the missed appointment and another £30 for the aborted (2nd) appointment, that should get their attention!!

Thks for the advice. When I called them yesterday they apologised for the missed appmt & offered £40 compensation.

All very well I guess, but I would prefer they get their act together. No reason why they can't offer a two-hour slots imo. I'm at an age where each day it precious to me and I'd rather not waste any of them waiting for the gas-man to arrive!

Next appmt June. I've asked for 1st appmt.- 8am. Let's see what happens 👍