NEW upgraded Octopus "In Home Display"

MouldyOldDough

Ildhund said:

Pairing is a bit like hedgehogs mating - with great care. I've no idea what it involves.

A question I should have asked earlier - do you see the mobile-phone-like signal-strength bars in the top left hand corner of the display? And do you see the current time in the top right-hand corner? These will indicate whether the IHD is in fact connected to the meter and getting data from it.

There are many different models of Geo IHDs, so it's not easy to look for information when we don't know which model you have. You may be able to find a user manual if you can spot your particular model on this Geo page: Support : Product Support (click Smart Meter Displays to see the various offerings).

a "Pairing cable" is mentioned in your support link

I do not have such a cable

MouldyOldDough

I emailed GREG@OCTOPUS.ENERGY to complain about the lack of progress and the email was apparently autoforwarded to the complainee !

Not very private ....

Ildhund

MouldyOldDough said:
a "Pairing cable" is mentioned in your support link

I do not have such a cable

You don't need one, because the whole process is done wirelessly. I've never had to go through it - it's always just worked from the off for my IHDs - but I understand that there may be some intervention needed from you while the agent is trying to pair the two devices (meter communications hub and IHD). 

Have you asked customer service to go through pairing again?

MouldyOldDough

Ildhund said:

MouldyOldDough said:
a "Pairing cable" is mentioned in your support link

I do not have such a cable

You don't need one, because the whole process is done wirelessly. I've never had to go through it - it's always just worked from the off for my IHDs - but I understand that there may be some intervention needed from you while the agent is trying to pair the two devices (meter communications hub and IHD). 

Have you asked customer service to go through pairing again?

Again?
They haven't gone through it once yet 

Ildhund

MouldyOldDough said:

They haven't gone through it once yet 

Have you asked customer service to go through pairing?

MouldyOldDough

Ildhund said:

MouldyOldDough said:

They haven't gone through it once yet 

Have you asked customer service to go through pairing?

I have been dealing with a single individual via "Hello@octopus.energy" who doesn't appear unduly hurried to fix this problem. He only responds in the very early morning.

I have emailed 'issueresolution@octopus.energy' but they have not even responded

I have also emailed "Greg@octopus.energy" and this email was auto-forwarded on to my first contact !!

MouldyOldDough

Still nothing from anyone

Not exactly impressive customer service Octopus

Ildhund

MouldyOldDough said:
  

Still nothing from anyone

I can't be sure, but you may get past the barrier by calling them on the phone. As I said, pairing sometimes involves customer interaction while it's going on; that can't happen via email.

MouldyOldDough

Ildhund said:

MouldyOldDough said:
  

Still nothing from anyone

I can't be sure, but you may get past the barrier by calling them on the phone. As I said, pairing sometimes involves customer interaction while it's going on; that can't happen via email.

I am unable to speak on the phone - due to a disability - Octopus are aware of this.....

And still I wait

MouldyOldDough

I complained about the original contact not exactly helping - in an email sent to "greg" and "issueresolutions" and guess who also received it ?

Yep - my original complainee - who was autoforwarded the complaint email !