Octopus Intelligent: 'Something went wrong'. Unable to sign up due to Enode issue, anyone else?

AmIAnOctopus

Octopus are unable to sign me up onto Intelligent due to an 'ongoing' issue they're having with their API supplier, but have told me other customers are affected. I've been trying since July.

Has anyone else been faced with this, and successfully signed up?

The issue happens on the app or the website. No matter what EV or charger combination you use, you just get a generic 'Something went wrong' error on the app when trying to go to the next step.

Support on-and-off for six months has been painful. It took months of back and forth phone/emails before the problem was recognised as not an issue with signing into an account/EV integration or connection: I've never got that far!

I'm on Go, but quite disappointed because I do have a compatible car and charger, and am missing out on a) cheaper off-peak rates, for b) longer time, and c) miss out on 15p export. In the meantime I get spammed with Intelligent ads...

I've been tempted to try one of the other brand's EV tariffs or try Agile, but it feels quite secure having guaranteed overnight rates.

MWT

Which car and EVSE (charger) do you have?

QrizB

AmIAnOctopus said:

I'm on Go, but quite disappointed because I do have a compatible car and charger, and am missing out on a) cheaper off-peak rates, for b) longer time, and c) miss out on 15p export.

Not relevant to your problem, but are you getting 8p/kWh export on Outgoing Lite? If you're still getting 4p SEG, you should get that changed.

AmIAnOctopus

MWT said:

Which car and EVSE (charger) do you have?

I have a Mini and an Easee one. But I can pick any combination of car and charger with the same error. I've never made it as far as getting to log in to my Mini account.

When I click 'Start tariff switch' in the current version of the app, I just get 'Something went wrong'. In the old version of the app, it was a 'Connect' button. I could again pick any combination of car or charger and on tapping that button it would give me the helpful 'Something went wrong' error.

AmIAnOctopus

QrizB said:

AmIAnOctopus said:

I'm on Go, but quite disappointed because I do have a compatible car and charger, and am missing out on a) cheaper off-peak rates, for b) longer time, and c) miss out on 15p export.

Not relevant to your problem, but are you getting 8p/kWh export on Outgoing Lite? If you're still getting 4p SEG, you should get that changed.

Thanks! I moved to ScottishPower for export so is 12p/kWh at least Octopus were still 4p at the time. 

MWT

AmIAnOctopus said:

MWT said:

Which car and EVSE (charger) do you have?

I have a Mini and an Easee one. But I can pick any combination of car and charger with the same error. I've never made it as far as getting to log in to my Mini account.

So your car is compatible, but not the charger, but that isn't a problem, just means you need to select the car first and then after that you will go to a screen that lets you pick your Mini model and then specify you have the Easee One.

... but if you are not getting that far it probably means you have a previous incomplete request to switch to IOG which is blocking progress.

You will need to talk to CS about this unfortunately, but perhaps suggest they forward this to the 'Intelligent' team (no irony intended ) so they can look into it more closely.

Only other thing that can sometimes cause issues is the export tariff, if you have one can you confirm which one you are on?

QrizB

MWT said:

Only other thing that can sometimes cause issues is the export tariff, if you have one can you confirm which one you are on?

OP says their export is via Scottish Power, so that's unlikely to be causing problems for Octopus.

MWT

QrizB said:

MWT said:

Only other thing that can sometimes cause issues is the export tariff, if you have one can you confirm which one you are on?

OP says their export is via Scottish Power, so that's unlikely to be causing problems for Octopus.

Yes, good catch, just noticed that one, so really incomplete previous attempt remains the most likely road-block.

AmIAnOctopus

MWT said:

AmIAnOctopus said:

MWT said:

Which car and EVSE (charger) do you have?

I have a Mini and an Easee one. But I can pick any combination of car and charger with the same error. I've never made it as far as getting to log in to my Mini account.

So your car is compatible, but not the charger, but that isn't a problem, just means you need to select the car first and then after that you will go to a screen that lets you pick your Mini model and then specify you have the Easee One.

... but if you are not getting that far it probably means you have a previous incomplete request to switch to IOG which is blocking progress.

You will need to talk to CS about this unfortunately, but perhaps suggest they forward this to the 'Intelligent' team (no irony intended ) so they can look into it more closely.

Only other thing that can sometimes cause issues is the export tariff, if you have one can you confirm which one you are on?

Thanks! I can complete those screens, but again any combination of car and charger selection leads me to an error. I've never got as far as connecting for a test charge. I'd never signed up for Intelligent before, but when I joined Octopus (on Go!) before I had an Intelligent-compatible car, my Dashboard did have a message underneath my Go tariff about an intelligent switch. 

I've been speaking to CS for six months (since July) through both phone and email. I dread to think how much time I've spent listening to their hold music. It's a really painful experience, and 90% of the time is spent explaining that it's not yet an issue with connecting the car which they mostly ignore and rehash the same irrelevant help (eg. leave the car on for five minutes yada yada.... when I've never reached this step).

I have asked for them to put me in touch with the intelligent team, have directly asked if issue with account, and have also asked them to move me manually. After four months of back and forth(!), I got;

Thank you for your patience on the matter. I have reached out to our smart tariff team who are currently investigating the problem. Unfortunately there is no number to contact them on. I have now been made aware that according to the Smart tariff team the issue should now be fixed so please try again following all the advise and steps provided in my previous emails.

After several more weeks and desperate prayers that they'd actually read even one sentence of my actual emails:

After raising this with our Smart Tariff Team it has now come to light that there is currently an issue we are having with Enode. Unfortunately right now we dont have a fix for the current onboarding problem yourself and others are currently having however we are aware of the issue and are working with Enode to resolve these problems.

I sincerely apologies that we still cannot currently get you on the Inteligent Octopus tariff and appreciate the patience you have given us to resolve this. Once the issue has been resolved we shall be sending out emails to customers who have been facing the onboarding issue to let them know and to be able to bring them on to their desired tariff.

They did not reply when I asked for a timeline on fix. I'm not sure how else to escalate, hence this thread trying to find the others they claim are experiencing this problem. 

MWT

AmIAnOctopus said:

After raising this with our Smart Tariff Team it has now come to light that there is currently an issue we are having with Enode. Unfortunately right now we dont have a fix for the current onboarding problem yourself and others are currently having however we are aware of the issue and are working with Enode to resolve these problems.

I sincerely apologies that we still cannot currently get you on the Inteligent Octopus tariff and appreciate the patience you have given us to resolve this. Once the issue has been resolved we shall be sending out emails to customers who have been facing the onboarding issue to let them know and to be able to bring them on to their desired tariff.

They did not reply when I asked for a timeline on fix. I'm not sure how else to escalate, hence this thread trying to find the others they claim are experiencing this problem. 

So when exactly did you get the email confirming they were aware of an issue with Enode?

I suspect there really isn't anything you can do to further escalate this if they are dealing with a 3rd party integration issue...

Petriix

I think this is possibly the same issue many Zappi owners faced when signing up. There is a manual workaround which the smart team can do to fix it, you just need to get through to the right people. I recommend try Twitter as they seem pretty responsive there.