Octopus energy, their cumulative meter total on your account doesn't match smart actual meter

Veteransaver

MeteredOut said:

Are you on Tracker? It looks like your 8196 meter reading submission on 23rd March has caused the large kWh per-day usages between that date and back to the smart meter reading on 28th Feb 3144.4).

As above, you need to check which register on the meter you're reading.

Yes, that is definitely the cause. My point is that 1, it shouldn't have done as my meter reading of 8196 is definitely correct |(it is the total import figure, there aren't any other figures on my meter), and 2, a bill that is so obviously incorrect should never have been generated.
And the issue is that whenever a manual meter reading is submitted, you change supplier, or move house, it will generate exactly the same error and potential for a large bill error.

Veteransaver

victor2 said:

Have you asked Octopus (by email) to explain where those figures have come from?

I do not know how the tracker billing works, so would let someone who does offer an explanation of that.

Did large negative numbers follow the days after your manual reading in order to arrive at the total for the month?

Yes, I've asked them to be corrected. But I'm hitting a brick wall with the whole issue regarding them not showing the correct cumulative meter reading on my account. They simply say "it's fine", but it isn't fine as next time a manual meter reading is submitted the whole issue will start again.
And yes there are large negative usage numbers later in the bill, however because it's Tracker, the negative usage numbers go against cheaper unit rates, so overall the bill is way too high. eg one day I've been charged for say 500kWh at 20p, then -500kWh has been adjusted later at eg 14p.

victor2

Veteransaver said:

victor2 said:

Have you asked Octopus (by email) to explain where those figures have come from?

I do not know how the tracker billing works, so would let someone who does offer an explanation of that.

Did large negative numbers follow the days after your manual reading in order to arrive at the total for the month?

Yes, I've asked them to be corrected. But I'm hitting a brick wall with the whole issue regarding them not showing the correct cumulative meter reading on my account. They simply say "it's fine", but it isn't fine as next time a manual meter reading is submitted the whole issue will start again.
And yes there are large negative usage numbers later in the bill, however because it's Tracker, the negative usage numbers go against cheaper unit rates, so overall the bill is way too high.  

If you Google for the instructions for your particular smart meter, you will hopefully find details on how to read the different registers. If you can then find the one Octopus are using, you can pursue the matter with Octopus further. Then just leave your meter showing that and hope that if you switch suppliers, the new supplier will pick that up as well. If they don't, at least you can explain it.

When you find the register Octopus are using, photograph the meter, then switch to the Total Import register you have been reading and photograph that too.

Veteransaver

victor2 said:

Veteransaver said:

victor2 said:

Have you asked Octopus (by email) to explain where those figures have come from?

I do not know how the tracker billing works, so would let someone who does offer an explanation of that.

Did large negative numbers follow the days after your manual reading in order to arrive at the total for the month?

Yes, I've asked them to be corrected. But I'm hitting a brick wall with the whole issue regarding them not showing the correct cumulative meter reading on my account. They simply say "it's fine", but it isn't fine as next time a manual meter reading is submitted the whole issue will start again.
And yes there are large negative usage numbers later in the bill, however because it's Tracker, the negative usage numbers go against cheaper unit rates, so overall the bill is way too high.  

If you Google for the instructions for your particular smart meter, you will hopefully find details on how to read the different registers. If you can then find the one Octopus are using, you can pursue the matter with Octopus further. Then just leave your meter showing that and hope that if you switch suppliers, the new supplier will pick that up as well. If they don't, at least you can explain it.

When you find the register Octopus are using, photograph the meter, then switch to the Total Import register you have been reading and photograph that too.

Thanks, that's very helpful. So yes, bizarrely when I just went to the meter it was showing Rate 1 import of 3816, which looks like that is what Octopus are using. But if I "cycle" through all the screens I can't actually see that Rate 01. Only the Total import of c8500. Which is what I was submitting. But I can only see that this is going to lead to widespread confusion and doesn't make any sense to me why you wouldn't give the total reading. So it looks like firstly I am going to need to get Octopus to remove my c8196 reading and re calculate.
I wonder whether up to the point I joined Go, Octopus were using one Rate, then switched to Rate1?

victor2

You shouldn't have to be telling Octopus what they are reading, especially as they have one of the better reputations for customer service.
Information is power though and hopefully you have enough now to straighten it out!

Netexporter

Veteransaver said:

victor2 said:

Veteransaver said:

victor2 said:

Have you asked Octopus (by email) to explain where those figures have come from?

I do not know how the tracker billing works, so would let someone who does offer an explanation of that.

Did large negative numbers follow the days after your manual reading in order to arrive at the total for the month?

Yes, I've asked them to be corrected. But I'm hitting a brick wall with the whole issue regarding them not showing the correct cumulative meter reading on my account. They simply say "it's fine", but it isn't fine as next time a manual meter reading is submitted the whole issue will start again.
And yes there are large negative usage numbers later in the bill, however because it's Tracker, the negative usage numbers go against cheaper unit rates, so overall the bill is way too high.  

If you Google for the instructions for your particular smart meter, you will hopefully find details on how to read the different registers. If you can then find the one Octopus are using, you can pursue the matter with Octopus further. Then just leave your meter showing that and hope that if you switch suppliers, the new supplier will pick that up as well. If they don't, at least you can explain it.

When you find the register Octopus are using, photograph the meter, then switch to the Total Import register you have been reading and photograph that too.

Thanks, that's very helpful. So yes, bizarrely when I just went to the meter it was showing Rate 1 import of 3816, which looks like that is what Octopus are using. But if I "cycle" through all the screens I can't actually see that Rate 01. Only the Total import of c8500. Which is what I was submitting. But I can only see that this is going to lead to widespread confusion and doesn't make any sense to me why you wouldn't give the total reading. So it looks like firstly I am going to need to get Octopus to remove my c8196 reading and re calculate.
I wonder whether up to the point I joined Go, Octopus were using one Rate, then switched to Rate1?

So, exactly what I said 575866879 posts ago.

BarelySentientAI

victor2 said:

You shouldn't have to be telling Octopus what they are reading, especially as they have one of the better reputations for customer service.
Information is power though and hopefully you have enough now to straighten it out!

If the OP didn't try to tell Octopus what they were reading, there wouldn't have been any confusion.

victor2

BarelySentientAI said:

victor2 said:

You shouldn't have to be telling Octopus what they are reading, especially as they have one of the better reputations for customer service.
Information is power though and hopefully you have enough now to straighten it out!

If the OP didn't try to tell Octopus what they were reading, there wouldn't have been any confusion.

But, as the OP says, there could be if he tries to switch supplier

Veteransaver

Netexporter said:

Veteransaver said:

victor2 said:

Veteransaver said:

victor2 said:

Have you asked Octopus (by email) to explain where those figures have come from?

I do not know how the tracker billing works, so would let someone who does offer an explanation of that.

Did large negative numbers follow the days after your manual reading in order to arrive at the total for the month?

Yes, I've asked them to be corrected. But I'm hitting a brick wall with the whole issue regarding them not showing the correct cumulative meter reading on my account. They simply say "it's fine", but it isn't fine as next time a manual meter reading is submitted the whole issue will start again.
And yes there are large negative usage numbers later in the bill, however because it's Tracker, the negative usage numbers go against cheaper unit rates, so overall the bill is way too high.  

If you Google for the instructions for your particular smart meter, you will hopefully find details on how to read the different registers. If you can then find the one Octopus are using, you can pursue the matter with Octopus further. Then just leave your meter showing that and hope that if you switch suppliers, the new supplier will pick that up as well. If they don't, at least you can explain it.

When you find the register Octopus are using, photograph the meter, then switch to the Total Import register you have been reading and photograph that too.

Thanks, that's very helpful. So yes, bizarrely when I just went to the meter it was showing Rate 1 import of 3816, which looks like that is what Octopus are using. But if I "cycle" through all the screens I can't actually see that Rate 01. Only the Total import of c8500. Which is what I was submitting. But I can only see that this is going to lead to widespread confusion and doesn't make any sense to me why you wouldn't give the total reading. So it looks like firstly I am going to need to get Octopus to remove my c8196 reading and re calculate.
I wonder whether up to the point I joined Go, Octopus were using one Rate, then switched to Rate1?

So, exactly what I said 575866879 posts ago.

No not exactly, in that I can't scroll through the different rates.

Mobtr

Just a thought, do you have a smart meter with a keypad & have you ever been with Utility Warehouse?