No gas usage recorded on DCC since April. - Octopus billed for unreasonable amount of usage.

Chrysalis

brianposter said:

There is another thread running which suggests that suppliers do not automatically have access to daily smart meter readings. This may be relevant and suggests that you should be making counter-proposals.

If they dont have access, how did they populate the graph on my account?  I think whats happening is they seem to have an internal policy that they will only use these legacy style readings they take now and then as data.  I have so far made 5 proposals, this offer they sent is the first thing they sent that wasnt their original demand, and its still very unreasonable.  My proposal regarding the 1-7 April data converted to metric as a reading for them to use instead of 22 March I will make to them tomorrow over the phone.
Interestingly the data is still accessible over the API, so its still on my account, just removed from my portal.
Please link me to this thread if you have it, thank you.

brianposter

A statement comes up at the end of this thread

https://forums.moneysavingexpert.com/discussion/6569707/anomalously-high-gas-bill-from-british-gas#latest

It certainly surprised me.

Chrysalis

Thank you for the link, it is interesting there is so much more discussion on that thread with a dispute.

My interpretation of what was mentioned in the thread is that BG decided to not store the daily readings which meant once they could no longer be extracted it wasnt available to them.  So I do think it is different to my case, where Octopus have been collecting and storing the TOU data from my meter.

Comparing the two, it looks to me in that BG case, BG are only collecting legacy metric readings, for billing purposes.  Nothing else as thats all they need.  In my case Octopus have been collecting TOU data, although probably have not been using it for billing as I am currently on a standard fixed tariff, no longer on tracker, so the data is there but not used, I think Octopus have only been using legacy style metric readings taken every so often from the meter, the dates I presented in the earlier post, match dates when bill's were issued.  So Octopus have simply chosen to not use specific data, even to the point of not recognising it in a usage dispute.
My issue seems to be a combination of a policy issue within Octopus in that they will only use those specific readings and probably the aim of trying to bill me as much as they can get away with.
I will be phoning them as soon as I have had my lunch.  New meter assuming it is installed on the day is a little over a week away.

Chrysalis

There is no update since the call, the operator did think I am misinterpreting the offer and the new bill will be lower then I expect, they agreed to pass it on internally for some kind of quote to put in the offer rather than a vague last 2 meter reads of march.

MWT

Chrysalis said:

I think Octopus have only been using legacy style metric readings taken every so often from the meter, the dates I presented in the earlier post, match dates when bill's were issued.  So Octopus have simply chosen to not use specific data, even to the point of not recognising it in a usage dispute.

For a gas tariff, which is not a TOU tariff, they cannot use TOU data, they have to use the daily register readings.

Similarly, if you are on a TOU tariff for electricity, they cannot decide to use the daily register readings without reverting to a suitable tariff, like the SVT. 

brianposter

Interesting. Who says "they cannot use TOU data" ?

MWT

brianposter said:

Interesting. Who says "they cannot use TOU data" ?

I'll go digging through the licence T&C's when I have more time, but as far as I recall the billing for the SVT for example has to be between the register readings on two dates, with HH data you don't get a daily register reading which is also why suppliers (other than Tomato) insist on switching customers to a standard tariff before moving them to a HH based tariff. 

It is also why some suppliers prefer to use multiple registers for their more innovative tariffs rather than HH data.

In short it gets messy when you try to mix data from the two separate datasets.

masonic

IIRC, the measurement class has to be formally switched from Non-Half Hourly to Half Hourly and vice versa via an industry flow. This can be done simultaneously with a change of supplier, but would still require the register reading.

Ildhund

MWT said:

In short it gets messy when you try to mix data from the two separate datasets.

I can only speak from personal experience of comparing Hh data with register readings, but I'm not sure that 'messy' is quite the right term. Just checking my readings (electricity only, peak/offpeak) and Hh data for the year 2024/04/01 - 2025/03/31, the sum of the 365 differences between the day's consumption as recorded by Hh data on the one hand and registers on the other was 0.004 kWh. Very occasional (<5/365) differences over 0.001 kWh were all cancelled out within a day. I've no idea why these unusual differences arise, but they quite possibly represent less than one second's usage, so it could just be a momentary delay at some stage in the retrieval and storage process.

I would say that, for electricity at least, register readings and half-hourly data are equally valid sources of usage data for billing reconciliation. 

Chrysalis

First, new metre is now installed, interestingly Octopus energy sent someone employed by them directly.  The request for access to my electric meter, it seems he just wanted to eye ball it, and after a few seconds he said he didnt need access to it.

Second, they admitted now they have chosen to not use the new data, they think the gaps are meter failure which invalidates it, and refuse to accept I simply am not using gas most days.  They are refusing to deadlock still, and havent made any further comment on their proposal or my counter proposal.
Prior to me sending screenshots, they were claiming the data didnt exist.  Also threats to close the complaint as resolved.

19 July is the 8 week timeout, before I can escalate it.