Anyone else late getting their Octopus bill?

Netexporter

It does take longer to get the "visible" bill, these days, but I notice that my balance history changes a day or two before, so the calculation has clearly been done. I suspect it is a matter of IT resource allocation.

Qyburn

Still no bill, no export credit, and no reply to my email.

Today there's a banner on my account asking for manual meter readings, which is a nonsense because they have complete smart meter data for the billing period, and "Meter reading history" shows end of the month readings. I'm not keen on putting in manual readings as I'm sure that will screw up billing dates and I'll have to battle their system all over again to get it sorted out.

Alnat1

Qyburn said:

Still no bill, no export credit, and no reply to my email.

Today there's a banner on my account asking for manual meter readings, which is a nonsense because they have complete smart meter data for the billing period, and "Meter reading history" shows end of the month readings. I'm not keen on putting in manual readings as I'm sure that will screw up billing dates and I'll have to battle their system all over again to get it sorted out.

Give them a ring, most likely it will be sorted in a few minutes.

Qyburn

It might come to that. I'm not particularly referring to Octopus here, but over the last five years or longer service from telephone call centres he become so inefficient and even actively unpleasant that I'm sure I'm not the only one treating it as a last resort.

Alnat1

Qyburn said:

It might come to that. I'm not particularly referring to Octopus here, but over the last five years or longer service from telephone call centres he become so inefficient and even actively unpleasant that I'm sure I'm not the only one treating it as a last resort.

I am referring to Octopus and I've generally found they answer within a few minutes and are able to solve most problems quickly or refer them to the correct department.

I had similar problems with billing earlier this year and found a call solved the problem, although I don't think they will be able to issue a bill dated exactly to the end of June, it will be an up to date one. My billing dates had got mixed up due to a mid month tariff change but it's now all back to normal.

Qyburn

A partial bill popped up just now, correctly billing import for 1st to 30th June.  No export credited.

[Deleted User]

Qyburn said:

A partial bill popped up just now, correctly billing import for 1st to 30th June.  No export credited.

A step in the right direction. They do seem to be having problems this month. I think I will sacrifice a goat to the energy gods at midnight and see if that fixes things......

Qyburn

I bit the bullet and phoned. First three calls the agent was inaudible and/or the call dropped before we got anywhere. Last person said they'd fix it and it wouldn't upset the billing date. However they've generated export credit up to 9th July, so it looks likely that they'll need another push after the month end to get them aligned.

[Deleted User]

Hmmm - so I can confirm that Octopus seem to have completely lost the plot. Their system doesn't seem to be all it's Krakened up to be!

Just had an email telling me that they haven't paid me because they're missing data from 25th June, but I know the data has been getting to the DCC because I get it myself from there to cross-check my local records and there are no gaps. So a problem at their end - fair enough. But they've now sent me an email (system generated, standard I get every month) that appears to contradict the attached statement.

I daresay they'll sort themselves out sooner or later and not a big deal for me as I'm in credit anyway, so as long as it sorts itself out in the next month or so not a big deal.

I hate to say it and realise this is heresy in these parts, but Octopus's billing system and service are proving to be nothing like as good as EDF's old system in my experience. A shame to say this because I really like Octopus's innovative approach and what they've done to shake up the market (so I'll be sticking with them).

MP1995

Our bill for the 8th of the month came in on time and in full.