Octopus: broken electricity smart meter

[Deleted User]

TrinnyTea said:

I’ve just swapped from Octopus Agile to Octopus Go and the smart meter (which had been working fine) has just broken. So I no longer have access to 7p/kWh charging for my EV. 

This is either coincidence or the meter hasn't been configured correctly when you changed tariff. The are different ways the meter and Octopus computers can work together to give you what you want and both ends need to be properly set up to make it all work.

It should be a straightforward issue to fix and hopefully if you report the problem to Octopus they'll fix it. 

Once the issue gets through to the appropriate technical team they'll probably fix it easily enough, the difficulty you may face is that getting through the other stages can be like wading through treacle as reports suggest that, through no fault of their own, the customer service agents don't have the training or information to know what to do.

Good luck in getting this sorted, please let us know how you get on.

Sterlingtimes

[Deleted User] said:

TrinnyTea said:

I’ve just swapped from Octopus Agile to Octopus Go and the smart meter (which had been working fine) has just broken. So I no longer have access to 7p/kWh charging for my EV. 

It should be a straightforward issue to fix and hopefully if you report the problem to Octopus they'll fix it. 

It took me fifteen months of communications to get my smart meters working again. Yes, the customer service people are "nice," but they outwardly refer to many teams that tend to delay or do nothing. There are also cost control measures in place that favour inaction: a customer service agent will say, "I can't justify an engineer visit", "Your meter does work in some respects", "We have a long-term issues to resolve", and the most famous MOVING PARTS EXCUSE "There are many moving parts involved". 

Qyburn

Sterlingtimes said:

and the most famous MOVING PARTS EXCUSE "There are many moving parts involved". 

In Octopus' case the problem is usually parts that aren't moving.

MarzipanCrumble

I agree about the Octopus 'Teams' .  T3 fixing team is different from the 'Ariel and new Hub for your SM2' Team;  there is Customer Services and the SM Teams too.