Octopus Smart Meter issue

Parslee

I tried to change tariff to Octopus Snug but it wouldn't let me and I was told that it was because they didn't think the meter had alcs.   They said they would investigate and asked me to send a picture of the meter they themselves installed in 2023 and also asked how the storage radiators worked.  They've now come back and said that they've checked our account and it doesn't appear to be set up for Economy 7 and they're not sure what's controlling the timings for the radiators, which I find ludicrous we have a night/day rate surely that's the equivalent of economy 7.  It says they've sent something to the meter and it seems likely we don't have ALCS even though the meter has 5 leads coming out of the bottom.

Has anyone had this problem with them before or can anyone help, is there a way I can find out if the meter has ALCS myself?

Rodders53

Post pictures of the meter (close up to read the make model info - redact the MPAN for privacy) and surrounding kit (i.e. where the cables from meter go to / consumer units they feed into/load labelling) and someone may be able to advise accurately.

You may need to make a few more posts / replies before the forum allows pictures to be posted by you. (Is it > 10 and you are on 8 so far?)

Smartme 5-port meters also has info about other smart meters and might help you identify precisely what you have.

MattMattMattUK

Parslee said:

I tried to change tariff to Octopus Snug but it wouldn't let me and I was told that it was because they didn't think the meter had alcs.   They said they would investigate and asked me to send a picture of the meter they themselves installed in 2023 and also asked how the storage radiators worked.  They've now come back and said that they've checked our account and it doesn't appear to be set up for Economy 7 and they're not sure what's controlling the timings for the radiators, which I find ludicrous we have a night/day rate surely that's the equivalent of economy 7.  It says they've sent something to the meter and it seems likely we don't have ALCS even though the meter has 5 leads coming out of the bottom.

Has anyone had this problem with them before or can anyone help, is there a way I can find out if the meter has ALCS myself?

Take a picture of your meter (hide the meter number) and wiring from the meter to the consumer unit(s) and what current Octopus tariff are you on?

Parslee

This is the meter, it has 5 cables coming out the bottom 2 blue, 2 brown and 1 grey.  The tariff I'm on is Flexible Octopus and I get 2 readings night/day. 

Rodders53

and the other requested pictures? (Consumer units etc.,.)

NB I cannot even see the exit cables on that meter properly  (no sign of the grey and if it has a label or where it goes).  So one of the whole meter area and cables would help.

EoN and Octopus should agree that the MA120B has 5 terminals and auxiliary contact for E7. See New Smart meter fitted Kaifa MA120B and E7, any manual anywhere? - E.ON Next Community

QrizB

I think the pale grey cable at the front with brown "L1" labels on it is the 5th port, that would normally be switched by ALCS.

Where does that cable go?

Parslee

Rang Octopus again today and this time got hold of someone helpful, they confirmed I am on Economy 7 and the meter has got ALCs it just hasn't been activated yet so it's hopefully now been solved.  

QrizB

Parslee said:

Rang Octopus again today and this time got hold of someone helpful, they confirmed I am on Economy 7 and the meter has got ALCs it just hasn't been activated yet so it's hopefully now been solved.  

Hopefully that will resolve everything! Do let us know how it goes.

Parslee

Yes, I have it in writing now that everything's going ahead thank goodness.

jodie264

I hope you read this and can reply.  My meter is the same.  I have been on Economy 7 since it was 'invented' - moved to this house in 1981.  Octopus installed my meter end Sept 2021.  Only difference with mine is it has SKU2 Cellular + Mesh where this one says just SKU1 Cellular.  I have storage heaters and hot water that operates off peak only apart from a manual boost for the water.  I was put on the SNUG tariff - great deal.  Bills showed kWh and charges for every half hour.    I couldn't access the afternoon boost but could live with that because it was still a game changer.  Imaging then my surprise when after being switched to it Dec 11th, to receive a bill on 7th May giving me back all the charges (£704 approx) and replacing them with new charges (£1539 for the same period) and being told that meter was incompatible and couldn't "keep up with the SMART tariff" meaning I could not be billed properly.  Even the info on the Kaifa site says energy companies can communicate with their meters.  Anyway, I hope no-one else has faced what I have been dealing with.  Their customer service is prompt on the whole but after months of emails to and fro and avoidance of just answering a straight question a higher up complaint is ready to be sent.  

QrizB

jodie264 said:

Their customer service is prompt on the whole but after months of emails to and fro and avoidance of just answering a straight question a higher up complaint is ready to be sent.  

Welcome back to the Energy forum.

You must have the patience of a saint; I think most of us would have raised a complaint much sooner than this!

Submit your complaint and see if it focuses Octopus's attention. If not, after another 8 weeks you can refer your complaint to the Ombudsman.