Confusing and lengthy switch from OVO to Octopus

schuks

In November 2024, OVO installed a smart meter in my home and the tariff changed from one that was on THTC (Total Heat Total Control) to Economy 10.  When I was tied into THTC I couldn't switch suppliers but decided to do so when I found I was on a different tariff.  I've now just discovered that since early February, when I chose to switch to Octopus, I'm being charged by both suppliers.  Apparently OVO were taking meter readings from the smart meter and Octopus were taking readings from one of the two THTC meters!  (One was for domestic use and the other for heating/hot water, etc.)

I don't know if it was down to OVO to ensure Octopus had the smart meter details or the other way around?  Has anyone else had the same or similar problem?

BeerSavesMoney

It’s not something I’ve experienced but after reading this my first thoughts were to check who your supplier actually is, see https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/find-out-who-your-gas-or-electricity-supplier-is/

bristolleedsfan

schuks said:

I don't know if it was down to OVO to ensure Octopus had the smart meter details or the other way around?  Has anyone else had the same or similar problem?

https://www.energy-uk.org.uk/our-work/energy-switch-guarantee/

"The whole transfer between tariffs or suppliers will be handled by the supplier of the tariff you are moving to"

QrizB

schuks said:

In November 2024, OVO installed a smart meter in my home and the tariff changed from one that was on THTC (Total Heat Total Control) to Economy 10.  When I was tied into THTC I couldn't switch suppliers but decided to do so when I found I was on a different tariff.  I've now just discovered that since early February, when I chose to switch to Octopus, I'm being charged by both suppliers.  Apparently OVO were taking meter readings from the smart meter and Octopus were taking readings from one of the two THTC meters!  (One was for domestic use and the other for heating/hot water, etc.)

OVO should have replaced all your previous meters with a single smart meter. You should now only have a single meter supplying both domestic and heating circuits.

This is their mess but you're going to have to work with both OVO and Octopus to sort it out.

Ildhund

The change from a really complex metering arrangement like THTC to a single smart meter is a complicated process with many stages. OVO have for years always told those undergoing a smart meter exchange that it can take six weeks from the installation date for everything to fall into place. I suspect that six weeks may not be enough for this process to be completed for really complicated exchanges. In particular, it seems that getting all the required updates into the national database can take a long time; it has to be done manually, it involves third-party data services and mistakes can be made. I wonder if this change of supplier wasn't embarked on before the national database started reflecting the new arrangement, so OVO have one set of current meter information while Octopus - who are responsible for managing the switch - have taken another from the national database.

The bills you mention should show the MPAN panel(s) with some of the details of the metering point(s). Are they identical on the bills from the two suppliers on the same date? If you plug the MP ID(s) into the DNOs search bar, what does it say about who the supplier is? [I think THTC is purely a Scottish phenomenon, so the DNO is probably either SSEN or SP.]