Exit fee

Phones4Chris

QrizB said:

Phones4Chris said:

QrizB What's the Profile Class you've got with that MTC? Is it 00?
I suspect that it all has to do with the way you are billed, not that the meter does 1/2hr metering.

Ony latest bill my profile class is showing as 2. A single digit, not as 02, for some reason (I'm suspecting a quirk of Octopus's software, rather than any complicated mystery.)

Ah ha! When I was checking my much older EDF bills they were 01 and 02, the more recent ones were just 1 or 2 depending on metering arrangement at the time. Without double checking back, my recollection was it changed to omit the leading 0 when EDF moved to Kraken which of course Octopus is on. It's remained without the leading 0 since the move to Octopus.

Phones4Chris

Scot_39 said:

Phones4Chris said:

Scot_39 said:

jodie264 said:

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. 

Firstly - this isn't about the exit fees - which on the face of it - I'd be tempted to argue they should perhaps wave any second set - but if the fees applied and you left the initial fix early - to go on Snug Octopus - then again they may be right.  But surely that would have been on the bill for the initial switch date in December

Yes it IS! That was the whole point of @jodie264 starting this thread. Now in her more recent post that she's said that they have reversed them, maybe the technical issues would be better continued in the other thread.

I really meant my reply - mines was on the potential kicking off of snug in first place. Added reply into the text.

Noted. But then perhaps it might have been better said in the other thread.

Ildhund

jodie264 said:

Anyone any ideas why it was changed though?  

Two things to note, I think -

• You could probably say that the MPAN is descriptive rather than prescriptive.
  The supplier is supposed to keep the database record up to date so other interested parties can find out what sort of metering system is involved. The supplier made some changes to your tariff and its interaction with the meter, after which they submitted new details of your supply to the national database.
• Changes to the national database take time.
  It used to take a couple of weeks, but nowadays it's not unusual for six or more weeks to pass between notification of a change and confirmation that the database has been updated. There could have been a period when the billing people were behaving as if the metering arrangement hadn't changed, only to discover later that it had when they checked the MPAN they though you had against the one you've actually got. 

This is pure speculation on my part, so I'm quite prepared to be shot down. It would be really good if someone who knows about these things could drop in and explain how it all works. 
 

Phones4Chris

Ildhund said:

jodie264 said:

Anyone any ideas why it was changed though?  

Two things to note, I think -

• You could probably say that the MPAN is descriptive rather than prescriptive.
  The supplier is supposed to keep the database record up to date so other interested parties can find out what sort of metering system is involved. The supplier made some changes to your tariff and its interaction with the meter, after which they submitted new details of your supply to the national database.
• Changes to the national database take time.
  It used to take a couple of weeks, but nowadays it's not unusual for six or more weeks to pass between notification of a change and confirmation that the database has been updated. There could have been a period when the billing people were behaving as if the metering arrangement hadn't changed, only to discover later that it had when they checked the MPAN they though you had against the one you've actually got. 

This is pure speculation on my part, so I'm quite prepared to be shot down. It would be really good if someone who knows about these things could drop in and explain how it all works. 
 

I'm not going to shoot you down you could well be right but as per my earlier reply on p4, I'm more inclined to think it's Octopus being Lax especially when you take into account all the others issues that have cropped up in more recent times with their CS !! Shame.

jodie264

They charged me a SNUG rate while I was on Snug - 9p night rate v around 15p E7. 

I was around £600 in credit on 10th Dec before I moved to SNUG.

In March 2025, a summary of my anticipated bill in the coming year quoted £1500 approx.
I was offered to reduce payments from £170 to £83 based on the credit my account was in. 
I kept the payments the same and got a refund of £400 instead.

At the point they took me off SNUG, I was £113 in credit.
I was on SNUG between 11th Dec 24 and Apr 19th 25

On 7th May, I got a bill based on SMART meter readings. 

My meter had changed from 811 to 900, (just noticed)
They reversed all the SNUG charges (around £707)
They replaced them with £1597 for the same period. NB more than the quoted amount for the year!
I was now £606 in debt.
When I asked why, I was told my meter was incompatible with SNUG.  

They have just reversed the £707 again and also reversed the £1597
These have been replaced with an estimated charge of £1956 for the period 11th Dec 24 to 11th Sept 25.
 
My meter was installed at the end of September 2021. 
It showed as 811 before that on my OCTOPUS bills.