Problem with electric smart meter data after moving to Octopus.

Phones4Chris

Penelopa.Pitstop said:

I checked everything again. Meter number shown on my BG bill and Octopus is the same. But I checked meter number against picture of meter that was installed on 1st of July 2021 and looks like both BG and Octopus use this number.
This meter was faulty and was replaced on 1st of September 2021 and new one has different serial number. And picture of this meter was sent to Octopus.

Now, the meter has something called GUID printed on it and it's the same GUID I can see in the Bright app and it's reporting to the app. This GUID number is also called Inventory_EUI in the device details in Bright. It's GUID number of the current meter. Comission date is 1st of September 2021.

So looks like data of two meters are mixed up, but somehow it worked ok with British Gas and it works ok with Bright App. Looks like only serial number is not updated, but everything else is.

Octopus has all the pictures, so they should be able to work out that fact, that data of two meters are mixed up. 

Regarding comments about not contacting Octopus again and again by email, how else can I get any action from them? I don't use social media. Do I have to create X account just go get some reaction? 

Email them again with the information from the above post, it tells them exactly what is wrong and what they need to do to sort it, so then they shouldn't have any excuse.

Penelopa.Pitstop

Here's resolution to my problem. 

I sent another email with infromation from previous post. I also called them and was promised call back from person responsible for my complaint, which never happened. As some people predicted, I was asked to provide the photo again, which I did, the same one of course. I got a few emails promising it will be sorted soon. 

Last Sunday (17th of March), I raised complaint with Ombudsman. My case was accepted next day and I got call from lady telling me she will be dealing with it. On Wednesday, I noticed on HID display new message "Welcome to Octopus", so I gathered, that my meter info was updated on their system.

I checked account and it was indeed new serial number. However readings were not showing on my account yet. Today, 4 days after opening the case with Ombudsman, I had a call from Octopus telling me that my meter information was updated on their system and there's proposal of resolution of my complaint. They offered to back bill me on tracker rate from the day I joined the company and offered £50 good will gesture. Before I agreed, I checked that meter is reporting current usage and I received new bill. I agreed to £50, because my main goal was to be on tracker and receive compensation for tariff difference. I wasn't really after more money. 

Actually, I think, Agile is better tariff for me, but I didn't want to mudder the water and accepted back billing on tracker as easy solution. After meter started reporting usage, I checked Octopus Compare app and Agile is showing around £7 cheaper per month. I will consider switching to it at later date. 

So, my problem wasn't difficult, I just hit the wall and was in the loop of the same responses and promises, but nothing was done in the background. My recommendation for anyone with similar issues with lack of reponses or resolution of the problem, is to open the case with Ombudsman. I thought, I have to wait 2 months from raising complaint wtih Octopus, but after reading more, I learned it's 2 months from initial contact with the company and telling them about the problem. There was no need to wait for Octopus complaint process to be finished or wait 2 months from raising it. 

Phones4Chris

Glad it's resolved. It really is a shame that one has to resort to the ombudsman to get such stupid things sorted as it costs them and that obviously costs all of us in the long term.

EssexHebridean

Thanks for updating the thread with the resolution - I am glad it did get sorted for you in the end.