Problems with octopus billing

V3cash

I feel stuck at the moment as Octopus gives the best rate for my solar export.
however I would like to leave as recently i have been given a really big bill for energy and I can’t work out from the bill why?
luckily I had a large credit built up but even with that I was -£400
the bills are really confusing 
it basically said I used 8000 kw in 2 months and charged £1200
I’m sure I just use 1000kw in the coldest months.
so 8000 is a tad extreme.
When I emailed them they said they had some half hourly readings missing as my smart meter wasn’t recording for a couple of months.
i thought at worst 2 months would be about £600.
i had actually manually red the meter and provided readings which they ignored.
now I wish I had followed readings up with email.
They also recently changed the smart meter as it was crap and kept missing out readings, not connecting.
however, they also changed changed the meter so now I can’t read meter readings or see how much electricity I’ve used so I can’t check.
i feel they could say anything and i would not be able to prove it.
wish id taken a final reading now but I only thought they were changing smart meter not the whole thing.
i have emailed them again to ask them to get a manager to look at it as my last email from them basically said tough, look on bill.
this annoyed me as i was questioning transparency of bill and how I didn’t understand,said bill.
i will take it to energy ombudsman if i need to but im not sure what they will do?

debitcardmayhem

Why can’t you read the new meter, I assume it’s inthe same as the old one. If you post a photo of it someone will help with reading it

Lorian

Also what are the two readings on the meter change card they will have left attached to or near the new meter.

Gerry1

You're confusing kW with kWh.

V3cash

You're confusing kW with kWh.

Gerry1 said:

You're confusing kW with kWh.

Most likely 
I will take a picture of part of bill I don’t get and see if anyone else gets it.

TroubledTarts

Normally when your meter is replaced they leave a label with the final reading. Does that label match your bills for the final reading of your old meters?

V3cash

TroubledTarts said:

Normally when your meter is replaced they leave a label with the final reading. Does that label match your bills for the final reading of your old meters?

Cant remember seeing that, will take a look

Gerry1

V3cash said:

Gerry1 said:

You're confusing kW with kWh.

Most likely 
I will take a picture of part of bill I don’t get and see if anyone else gets it.

A kiloWatt is an instantaneous measurement like speed.

If something uses 1kW (e.g. an iron or a 1-bar electric fire) for one hour it will have consumed 1 kiloWatt hour (1kWh).

A kiloWatt hour is a cumulative measurement like distance.

MWT

MeteredOut said:

V3cash said:

Gerry1 said:

You're confusing kW with kWh.

Gerry1 said:

You're confusing kW with kWh.

Most likely 
I will take a picture of part of bill I don’t get and see if anyone else gets it.

This bill is not saying you've used 8000kWh costing £1200. It has used a zero reading from 9th Dec (presumably due to the new meter) and refunded that amount to your account.

You need to tell Octopus the final closing reading of the old meter (hopefully on a sticker as per above) and the current reading of the new meter. This will allow Octopus to bill on actual usage.

The bill, for some reason, is applying a 0p Standing Charge too.

It is zero standing charge because it is for an export meter reading not an import.... so that results in a charge not a refund.

The question is was there a payment made for the export on a previous bill and is it correct that there was any exported energy at all, or did the OP erroneously report an import meter reading as export?

V3cash

MWT said:

MeteredOut said:

V3cash said:

Gerry1 said:

You're confusing kW with kWh.

Gerry1 said:

You're confusing kW with kWh.

Most likely 
I will take a picture of part of bill I don’t get and see if anyone else gets it.

This bill is not saying you've used 8000kWh costing £1200. It has used a zero reading from 9th Dec (presumably due to the new meter) and refunded that amount to your account.

You need to tell Octopus the final closing reading of the old meter (hopefully on a sticker as per above) and the current reading of the new meter. This will allow Octopus to bill on actual usage.

The bill, for some reason, is applying a 0p Standing Charge too.

It is zero standing charge because it is for an export meter reading not an import.... so that results in a charge not a refund.

The question is was there a payment made for the export on a previous bill and is it correct that there was any exported energy at all, or did the OP erroneously report an import meter reading as export?

The exported energy was always taken by the smart meter so I never gave them a reading.
the exported energy is not shown on sticker unfortunately.
This is a bit worrying as I assumed our solar was exporting to them and now I’m questioning it.
i did notice the standing charge and tariff was same as exported solar but when I questioned it, the response was they had missed some half hourly readings and they didn’t mention overpaying exported energy, hence confusion 
plus £1200 has been taken from my account balance so yes they have charged it

debitcardmayhem

Have you looked at your account on the app or the web site, and download the bills. The one you showed is a credit for your export.