Demand Flexibility Service - think BG hasn't removed me?

Paul_Karl_Feyerabend

@Shedman, I'm in the same situation.

Switched from BG to Octopus in October 2023. Noticed immediately that BG are continuing to credit me with what they think they owe me for Peaksave Sundays. I've contacted their live chat multiple times, called their customer support 4-5 times, and (as a hail mary) even emailed the Centrica CEO. They recognise the issue but seem absolutely powerless to fix it... "have you tried opting out of the scheme?" Good grief, I'm not a current customer and can't opt out - you have to do it, BG!

Can I ask, are you having issues with Octopus being unable to reliably read your smart meter? I'm on the tracker tariff and I keep getting 1-3 day gaps in readings for the gas meter... not sure if it's related to BG regularly reading my (electricity) meter...

alicef

@Shedman & @Paul_Karl_Feyerabend - thank you both for responding.

 the small spark of hope that it wouldn't be BG has just gone out... 

alicef

Just had a chat session with BG.  The chat handler has told me that they have now done the necessary (opted me out) so hopefully this will solve the multiple registrations.    

Paul_Karl_Feyerabend

alicef said:

Just had a chat session with BG.  The chat handler has told me that they have now done the necessary (opted me out) so hopefully this will solve the multiple registrations.    

Keep an eye on your old account balance for a few weeks. They told me it was fixed a couple of times but I can still see the credits rolling in.

Hopefully it's sorted in your case though!

Shedman

Paul_Karl_Feyerabend said:

@Shedman, I'm in the same situation.

Switched from BG to Octopus in October 2023. Noticed immediately that BG are continuing to credit me with what they think they owe me for Peaksave Sundays. I've contacted their live chat multiple times, called their customer support 4-5 times, and (as a hail mary) even emailed the Centrica CEO. They recognise the issue but seem absolutely powerless to fix it... "have you tried opting out of the scheme?" Good grief, I'm not a current customer and can't opt out - you have to do it, BG!

Can I ask, are you having issues with Octopus being unable to reliably read your smart meter? I'm on the tracker tariff and I keep getting 1-3 day gaps in readings for the gas meter... not sure if it's related to BG regularly reading my (electricity) meter...

You've have more patience than me if you've made all those attempts at contacting them.....not sure I can face being number 116 in the queue.

As to missing gas data I seem to get one or two 30 mins gaps each month on the Gas meter so since I've been on Tracker (April 23) I think I've only had a couple of months when Octopus haven't billed using the industry daily average calculation which they use when incomplete data rather than actual 1/2 hour readings.   Don't think it's been noticeably disadvantageous and in some months probably the other way.  I use Guy Lipmans program to get my daily meter readings (he pulls them from N3rgy.com) and that lets me know what days and periods there are gaps.  I don't think its an Octopus issue just a comms issue between Gas meter and the bit on the Electric meter that sends data out (my gas meter was moved outside when we had smart meter fitted so is now effectively through to 2 external walls to the Electric meter even though maybe only7-8 feet apart).  My Electric meter has never had a missing data period so far 🤞

alicef

well Octopus did get back to me within 4 days regarding my email about whether they could tell me who the other DFS registration was with - so not bad at all.  Not so good was this, and I have lifted the words from the Octopus email ...

'I'm sorry, I haven't any idea what you mean by demand flexibility service'

oh dear - perhaps the sender needs to check in with 'Phil'  from Octopus who sent me the original email regarding the multiple DFS registrations.

MeteredOut

alicef said:

well Octopus did get back to me within 4 days regarding my email about whether they could tell me who the other DFS registration was with - so not bad at all.  Not so good was this, and I have lifted the words from the Octopus email ...

'I'm sorry, I haven't any idea what you mean by demand flexibility service'

oh dear - perhaps the sender needs to check in with 'Phil'  from Octopus who sent me the original email regarding the multiple DFS registrations.

That's what happens when customer service is measured on number of cases handled and not actually helping the customers.

It certainly seems like Octopus is catching up to with the big boys with regards to their service.

Swipe

The best thing you can do is keep calling back until you eventually get through to someone who knows what they are doing. That was my experience with E.ON Next.

alicef

First off I really like Octopus because:

My bill adds up: I get a monthly bill; I pay by variable DD; I like the saver sessions & spin the wheel; I like the pink octopus & website feel.

However, I think the CS email I received from a handler who doesn't know about the DFS is a little concerning - not least if one doesn't know surely that is the time to escalate to someone who might know?

Anyhow - hopefully a minor glitch and I shall sally forth in hope that I don't have to return to micro managing my electricity bill.....

Shedman

Shedman said:

I'm also still seeing my account credited for Peak Sunday and Peak Winter credits even though I left them at end of Nov.  I have signed up for Octopus savings sessions and have had Octopoints issued for several and no emails about being signed up with another supplier.   According to BG's Peak Sver terms you have to be a customer so they should automatically cancel you as soon as you leave....but its BG so why would the right thing happen 😅. 

I'm just trying to figure if I have the patience to go on chat and see if I can get them to pay it out to me lol..

Well I was cheeky and sent in an email complaint saying the credit on my closed account was still outstanding and surprisingly they've just paid me the balance (its only a tenner but better in my account than theirs 😅).  Love BG's lack of competence when it works in your favour.