2 months in new property and still not switched to Octopus

Fairychild

I moved into a new property and moved my existing supplier Octopus with.However the previous owner was with EON.next. They marked their final day a couple of days early and I did one day late. So I had to switch to EON Next for 3 days and then was suppose to switch to Octopus. However the switch to Octopus never happened. I am stuck and the meter readings on EON next doesn't even match the meter reading I see.
Octopus is so slow to respond and seem to just be ignoring the problem. It is now 2 months and I have not had a bill. I think there is a meter and a sub meter in the property, very confusing. 
I have had to be the one communicating between EON next and Octopus and then sending messages on to Octopus. The last was from EON next and they said Octopus raised the final meter reading request incorrectly and they are still waiting to hear from Octopus.

EON next has been far more responsive than Octopus. Let this be a warning for everyone. Octopus responds very slowly and if you email then and they ask for you full name, then your response goes back to the bottom of the queue (ridiculous system!) and it takes another 5 days or more for them to answer. Just 3 or 4 messages can take a month.

I have even tried to switch from Octopus in this time but they cancelled the switch.

I have now tried twitter, so hopefully the response there will be quicker. Being in a new property and not knowing what my energy bill is monthly is very unsettling.

elsien

There’s not going be a huge difference between the tariffs so you could make a fairly good estimate of the bill from your own readings if it’s worrying you that much. 

Fairychild

elsien said:

There’s not going be a huge difference between the tariffs so you could make a fairly good estimate of the bill from your own readings if it’s worrying you that much. 

Thank you, I have done that until I logged into EON next and saw that they are looking at a different meter - there is 3 in the property, for some unexplained reason, two that seems active and recording.

I had a smart meter at my previous property so I am used to having my finger on the pulse, so this is unsettling. And we have moved from renting a flat to owning a house and need to manage a tight budget.

Fairychild

Response from Octopus twitter  below, and this is part of the problem. I have some one who works part time or are on holiday, on my account. 

With EON Next I noticed that different people pick up the same ticket. Much better system in my opinion as it get answered quickly.

If anything I do hope Octopus sees all the recent complaints and change their ticketing system.

I'll be happy if I do get an update in 72 hours! 

Thank you for getting in touch I have reviewed your case and can see there is currently a dispute put in place for your account and the switch is being cancelled. I've reached out to my colleague ---- who is handling your complaint, once they are back to work on the 10th April they will re review your case further. If you have any further question, could you please respond back to your email, it is important to keep all correspondence in one place so that your case is handled as quickly and efficiently as possible. You will receive an update within 72 hours. All the best  

elsien

I’m not sure that having different people is necessarily any better.

We had any number of people replying from Eonnext and they just kept asking the same questions repeatedly and then failing to do anything. The first one hadn’t even logged the email despite it being a formal complaint. 

Maybe it’s just the luck of the draw. 

Fairychild

Maybe it’s just the luck of the draw. 

Does seem to be the case 

macman

Never try to migrate before you actually move in, as this is the result. You are not 'moving your existing supplier with you': you start a new account with the new supplier (same or different) at the new property, but only once you have registered with the deemed supplier.

Fairychild

macman said:

Never try to migrate before you actually move in, as this is the result. You are not 'moving your existing supplier with you': you start a new account with the new supplier (same or different) at the new property, but only once you have registered with the deemed supplier.

So true! Lesson learned on that one, won't make the mistake again.

Fairychild

It has been 5 months and this is still not resolved. 

The ombudsman is now investigating but I'm not sure if they will look at the technical problem I have with my meter readings and determine which is the correct meter.

There are 2 electricity meters in the property but with one MPAN. One with a day and night reading and one with a single phase reading. EON NEXT the previous supplier only kept record of the day / night meter reading and billed for this, which is the lower usage. They ignored the single phase meter. The single phase meter records more than the day and night meter readings combined.

Octopus seem to be very confused and have not been able to bill as they can't make sense of the two meters. We are just two adults living in a 3 bedroom house and in our previous property we used 13 KWh on a bad day. Now if you add the two meters it would be 25 KWh and this is how Octopus has decided to bill me today, after not providing a bill for 5 months. I think they just gave up and did something random to bill because the Ombudsman is now investigating. 

Is there any one on here with knowledge of electrical meters who know why we might have this setup, please? No sub letting of the house or anything. Just a normal semi detached house build in the 60s.

An engineer (who visited to try to replace it with a smart meter - they couldn't) suggested the single phase meter might be a check meter, not sure what that is? 

Is there someone I can pay to come look at it and tell Octopus what the meters are for? 

Is there a way to proof what meter is recording the correct usage?

Qyburn

I think you need to trace where the feed from each meter goes. For example if one meter is downstream of another, the same consumption will be measured by both.

Have you confirmed that all three meters are increasing?

Photos might help, and the name of the tariff that EON were billi g. 

BarelySentientAI

Fairychild said:

It has been 5 months and this is still not resolved. 

The ombudsman is now investigating but I'm not sure if they will look at the technical problem I have with my meter readings and determine which is the correct meter.

There are 2 electricity meters in the property but with one MPAN. One with a day and night reading and one with a single phase reading. EON NEXT the previous supplier only kept record of the day / night meter reading and billed for this, which is the lower usage. They ignored the single phase meter. The single phase meter records more than the day and night meter readings combined.

Octopus seem to be very confused and have not been able to bill as they can't make sense of the two meters. We are just two adults living in a 3 bedroom house and in our previous property we used 13 KWh on a bad day. Now if you add the two meters it would be 25 KWh and this is how Octopus has decided to bill me today, after not providing a bill for 5 months. I think they just gave up and did something random to bill because the Ombudsman is now investigating. 

Is there any one on here with knowledge of electrical meters who know why we might have this setup, please? No sub letting of the house or anything. Just a normal semi detached house build in the 60s.

An engineer (who visited to try to replace it with a smart meter - they couldn't) suggested the single phase meter might be a check meter, not sure what that is? 

Is there someone I can pay to come look at it and tell Octopus what the meters are for? 

Is there a way to proof what meter is recording the correct usage?

Any competent electrician should be able to tell you what is connected were, as might we with sufficient photos. 

Between us we have meter installers, electricians, ex power company engineers, educated amateurs, and associated hangers on.

I'll let you decide who fits in each category!