OCTOPUS ENERGY

SHEILA54

Hi

My home display unit stopped working at the beginning of the year and so I phoned and was told that it didn't matter as they were still getting readings.

I did meter readings myself at the start of April and noticed that my electricity reading was way different to their and so phoned at mentioned it.

Many phone calls, emails etc later I was told that it would be corrected but still nothing.  I have supplied photos of the meter and the reading to them, as asked.

My reading on my meter is much higher than theirs. I was told that I have a balance on the account so should not be worried

I raised a complaint a few weeks ago as they have not been bothering before that but , even now, nothing has changed.  I get fobbed off and told that someone will phone back, but they don't

I finished my fixed contract with them a week ago but checked again today and the reading that I gave has not been acted upon

I have asked for someone to come out and look at the meter and sort it out but nothing

Email10 days ago said

I have spoken to another smart metering expert. it seems elec meter connected to wrong comms hub hence why it is giving the wrong reads, This is nothing to be concerned about we are going to ensure this is sorted and then send you a bill

I emailed back and have been told that it is still in hand

What would you do please?

FreeBear

SHEILA54 said: Email10 days ago said

I have spoken to another smart metering expert. it seems elec meter connected to wrong comms hub hence why it is giving the wrong reads, This is nothing to be concerned about we are going to ensure this is sorted and then send you a bill

There can only ever be one comms hub, so if the quoted text is genuine, they don't know what they are talking about.

It could be that Octopus are reading a different register on your meter, or they might have a crossed meter. Check your bill and see if the MPAN matches with your meter.

SHEILA54

If you mean the number starting with S 801 then it is on my bill but I can't find the same on the meter.  There is nothing like it

BarelySentientAI

SHEILA54 said:

If you mean the number starting with S 801 then it is on my bill but I can't find the same on the meter.  There is nothing like it

In the "Energy Charges" bit - it will say something like "Charges for meter 01234567ABC".

That's the one to look for.

SHEILA54

Yes i can see the number on the bill but none of the numbers on the meter correspond to it.  The meter was changed by Octopus when I changed to them in 2021 

BarelySentientAI

SHEILA54 said:

Yes i can see the number on the bill but none of the numbers on the meter correspond to it.  The meter was changed by Octopus when I changed to them in 2021 

Then that sounds like they are billing you for someone else's meter.

Make sure they are aware that the serial number doesn't match - they might not have picked it up if they thought it was an argument about what the reading was when you sent the photos.

SHEILA54

Would the number  be something like SN20J0030350 as I can see that on the meter

SHEILA54

Odd as it was reading fine until this year

FreeBear

SHEILA54 said:

Would the number  be something like SN20J0030350 as I can see that on the meter

That would be the number. Mine is 22L3123456 and matches the line on my bill where it says "Energy Charges for Meter" (I made a mistake when I said MPAN number).
You can still check your MPAN number here -> https://smartmetercheck.citizensadvice.org.uk/meters/new?fuel_type=electricity - That should state that Octopus is your supplier, but doesn't give any other information.

BarelySentientAI

SHEILA54 said:

Yes i can see the number on the bill but none of the numbers on the meter correspond to it.

Would the number  be something like XXXXXXXX as I can see that on the meter

Sorry, so can you clarify?

You have looked on your bill and found where it says "Charges for meter XXXXXX" as we said, and the number there is not anywhere on your meter?

And there is a number on your meter starting SN (which means Serial Number) but that number is nowhere on your bill?

Or had you not checked these things when you replied earlier?

SHEILA54

No the number is the same as on the meter.  It was just in a different place from where I looked