Metering Requirements of Octopus Snug

Phones4Chris

@jodie264 Do your recent bills show actual meter readings or estimates? If they show readings have you checked by reading the meter yourself that the latest ones are correct? If they are estimates then obviously you need to give them current readings AND ask them WHY aren't they using meter readings!
Have you told them you want your complaint escalated to senior management and that you now intend to go to the Ombudsman if you don't get a proper response to the questions. I wish you luck, but keep at them.
It's stories like this that stop me considering a request to move to Snug!

jodie264

Hi Phones4Chris.  See my latest post on a new thread...exit fee. but pasted here for you...the final straw.   

In a nutshell

Switched from a Loyalty Fixed rate to SNUG, a smart tariff for people with NSH and I have the correct meter.  Everything about my infrastructure was suitable.  My choice, excellent tariff that met my needs.

On SNUG 11.12.24 to 19.04.25.  Good rate, smart and in home meter showed same usage lower night rate. 

Told SNUG had been incompatible with my meter in May 2025…communication inadequate, despite my bills showing half hourly usage each month and costs…(33 page bills)

SNUG charges were reversed and replaced with a new charge at the old fixed rate tariff which was more than their quote for the entire year for Dec to May. 

In communication about this and I have the ‘8 week’ letter.  It is FAR too much to go into the contradictions and lack of human logic, despite fairly prompt responses.

At NO point have I reduced my payments and my usage has remained the same as it always has. 

 Three days ago, I received a new bill, reversing the original SNUG charges (£707) AND reversing the charge they replaced it with (£1596) and replacing both with yet another amount, (£1956) increasing the debt I dispute I have.    

Was told SNUG is the most suitable tariff after providing all information about meter and heating system.  Nothing is different from when I first went on the tariff. 

Followed the link and switched.  Received a bill this morning with a £75 exit fee charged!  My original point being – they put me on a fixed tariff I didn’t ask to be put on. 

debitcardmayhem

@jodie264 you have another thread re this https://forums.moneysavingexpert.com/discussion/6629765/exit-fee#latest
things will confused very quickly

Phones4Chris

debitcardmayhem said:

@jodie264 you have another thread re this https://forums.moneysavingexpert.com/discussion/6629765/exit-fee#latest
things will confused very quickly

Which is what she said about a new thread in the first line of here comment to me above!
No confusion whatsoever, just taking the ongoing abysmal saga out of this Snug thread to another.

Phones4Chris

@jodie264 Can you confirm which model of Kafia meter it is? Was the response you had from Kafia in writing/email as it could all be useful ammunition?
A picture of your meter with the meter tails (cables connected to it) coming out of the bottom might also be useful BUT edit the photo to black out (most of) the serial number & bar code, and likewise the GUID & bar code. No need to include the Comms hub (above the meter) but if you do, likewise black out GUID and Serial numbers. (No urgency for a photo).

jodie264

They could not see what the problem was but said they would contact them on my behalf if I wished.  I said no...its complicated enough already

Phones4Chris

@jodie264 Thanks for the picture, and confirmation (in the other thread about billing) that they've put you back on Snug.
It seems to me there are two things -
1) The people who've been dealing with your tariff and account so far, do not have a clue about Smart Meters, and the capabilities of yours in particular. The fact that they don't understand all the data that a smart meter contains is worrying, I guess they must be ignorant first line support (or bots).
2) The fact that you (and others) have not been getting an afternoon boost along with everything else that's happened, suggest Octopus have some major problems with getting this tariff correct. It all seems like it's still work in progress - which wouldn't be quite so bad when things go wrong/don't work as expected if they didn't treat customers as they have treated you. I find it odd that they haven't gone digging into their own set up for the Snug tariff. It should have been obvious by looking at your account that the half-hourly readings had been coming through as expected. All this is the reason I won't touch Snug with a barge pole at present.

I assume you have a Smart Phone. I think it would be useful to sign up with the Bright App. You'll need you MPAN and the GUID of your IHD. It'll take a few days for them to get your data extracted but at least you can then double check the meter is producing the half hour data as well as seeing it independent of Octopus's App/account.

@vienna28 so you are no longer with Octopus. When you were on Snug, did you get the afternoon boost?
@HalfFull have you been getting your afternoon boost since you managed to switch to Snug?
@lilac_dawn which supplier and tariff have you ended up on?

Scot_39

tamste said:

I'm trying to get onto Snug Octopus, but having issues, not because of the SMETS2 meter, but my storage heaters are relatively new and on a 24hr supply. The ALCS control was removed when the new heaters were set up.
They seem to be insisting that the heaters are ALCS controlled, which I don't understand. They are not WIFI or Bluetooth capable, relying on local setting of the charging period at the heater level. I am more than happy to do this, as I currently do on E7, but the responses I am getting back seem to be pointing to the tariff only being acceptable for ALCS controlled heaters.

This seems to go against promoting the use of modern, efficient storage heaters. Why did I bother???

Have you looked at say Cosy - 3 off peak periods a day - more expensive than Snug - but a lot cheaper than E7 on its normal day rate for much of the day..

As long as you can avoid heavy use - 4-7pm - it might be a better option - if your heatings on 24/7 live circuits and on timers.

Theres even a user in another fourm - on it with dual wired NSH - who said IIRC they even set the meter port 5 unrestricted to enable it to work without any wiring mods.