Octopus - Home Mini Smart Meter Not Working

Cola133

I wonder if anyone can give me some advice please. Since having a smart meter installed on 26th March 2025, I’ve been left completely in the dark. The engineer gave me the pink Octopus Home Mini, asked me to install the app, and made sure it was set up before leaving. I have followed every instruction — it has remained plugged in and unmoved — but nearly two months on, I still cannot see any usage data in the app or online in my account.

The 'live' readings show only electricity and gas in real time. There's no weekly or monthly history. The app simply says, "Your readings are on the way." My external meters also no longer show any readings. I have no visibility at all on my energy usage or spending.

Before this, I submitted weekly meter readings and was billed weekly, so I could monitor and budget my usage. They also haven't billed me since 10th April, which was for the period up to 25th March (the day before my smart meter was installed!!)

I have emailed and written to them many times, but nothing is getting resolved. I am so frightened to use any gas or electric, for fear of what the bill might be. I no longer use my oven and I daren't put my heating on even though I have my sick 75 year old mother living with me.

I am currently on the Octopus 15M Fixed August 2024 v1 - End Date 12 Dec 2025

Gas=6.08p/kWh unit & 29.49p/day standing charge
Electric = 22.70p/kWh unit & 65.37p/day standing charge 

I have solar panels, but these are with EDF.

Ideally I'd like my old outside meters back, but I know that won't happen, so I am thinking about changing providers, but would the new provider give me a new smart meter? I'd like one with a display screen (not the awful little pink box and 'app' that Octopus have provided me with). Also I know the price cap is going down in July, I don't have an Exit fee with octopus, so can anyone please advise which supplier and product I'd be better off with?

Thank you so much for any help and advice.

QrizB

Ok, let's start with the meters.

The electricity meter. What make and model is it? It should have a display and some buttons. Can you see anything on the display? At the top of the meter there's a bit called the communications hub. This will have two (in the north of GB) or five (in the south) LEDs. Are any of these flashing?

The gas meter. Again, what make and model? The screen on a smart gas meter will only wake up when you press a button. Have you tried this? What does the screen say?

Feel free to share some photos of the meters if that's easier.

debitcardmayhem

You still have your meters outside, and you can still send readings . As noted above you may have to press a button on your gas meter to wake the screen

WiserMiser

Are you on the Priority Services Register?

Cola133

@QrizB Thank you for your help. I've attached some photos. I'm not very technical, so I hope they're ok. I only have a pink box and an app. no in home display.

debitcardmayhem

Ok it looks like you have used 400kWh of electricity since March , but you will need to push the button on the gas meter to see the reading.

Cola133

Different dates, for gas and electric, no usage data. Not been billed since 10th April, for the period up to 25th March. I have asked for weekly or even monthly billing - nothing has changed.

Cola133

@debitcardmayhem thank you is 400kWh a lot? is that the amount of use since the install on 25th March? Do you know what buttons to press on the Gas meter? Thank you again

teaselMay

Have you gone onto Octopus' website to see what data is there?

Cola133

@teaselMay Yes, there is even less data on their Dashboard for my account. Data on there stopped on 25th March!

Cola133

someone mentioned 'octopriceuk' but there is no data on there either. I just don't know whats going on