Octopus Snug Tariff

elstree324

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My smart meter worked correctly from 2 January until 15 January displaying 09.00p per kwh between 0030 and 0630 and my app confirmed that I was being charged at the correct rate. On 16 January between 0030 and 0630 it now shows a tariff of 31.96p which is the day rate. I am being vastly overcharged when heating my storage heaters overnight. I reported this to Octopus on Friday 16 January but Niamh the operative can do nothing until Monday. She could not see the readings for Friday. But I could!

Photos taken at 0115 am during the off peak period clearly showing a rate of 31.96p. 

Let's see if their "award winning customer service" sorts this out quickly. I must say, my experience of their CS has not been good in the past. They are closed at weekends and I have not even received an auto acknowledgement on Friday of my Complaint email. 

matelodave

In the end the tariff rate you get charged is the one on your bill not what the meter says.

Providing the consumption readings in kwh are the same as those on the bill then check your bills to ensure that the you are being charged at the correct rate.

Newbie_John

Snug doesn't always give cheapest rate between 0:30-6:30, sometimes it can be at any other times:

As part of your smart schedule, we aim to charge your storage heaters between 00:30 and 06:30 when electricity is cheapest and greenest. Often this happens in short bursts overnight. Sometimes smart charging will take place outside of this window, but don't worry, you'll be billed the off-peak rate for those times.

check the Octopus app for usage on these days and you will see more details 

QrizB

As matelodave says above, the tariff displayed on your smart meter is not used for billing.

Are your Snug periods still showing as being charged at 9p/kWh on your online account?

Rosie1001

elstree324 said:

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[Image removed by Forum Team]

[Image removed by Forum Team]

My smart meter worked correctly from 2 January until 15 January displaying 09.00p per kwh between 0030 and 0630 and my app confirmed that I was being charged at the correct rate. On 16 January between 0030 and 0630 it now shows a tariff of 31.96p which is the day rate. I am being vastly overcharged when heating my storage heaters overnight. I reported this to Octopus on Friday 16 January but Niamh the operative can do nothing until Monday. She could not see the readings for Friday. But I could!

Photos taken at 0115 am during the off peak period clearly showing a rate of 31.96p. 

Let's see if their "award winning customer service" sorts this out quickly. I must say, my experience of their CS has not been good in the past. They are closed at weekends and I have not even received an auto acknowledgement on Friday of my Complaint email. 

My snug stopped “working “ on Monday and they said a few customers were in sane situation, 

they have reset my meter to economy 7 then when that updates I have to request snug again 

I found calling them , then following up with a email seemed to get them to act quickly 

I only noticed using the app that I didn’t get my afternoon boost so I quickly contacted them , I check my app daily as a habit now 

from what I understand as long as your storage heaters are on correct counter  on the meter , the cost that the meter shows in these cases is irrelevant 

it’s a dynamic tariff and the meter sometimes can’t correct itself 

just check when your heating is on charging that is goes on the off peak counter not peak 

elstree324

Thanks everyone for your replies. I have checked online this morning, Saturday, and am relieved to see that my night rate has once again kicked in, regardless of the "smart" (sic) meter showing the day rate of 31.96p at 0115am this morning during the cheap 6 hours. 

I am interested to hear of the "afternoon boost" that Rosie1001 mentions. Since I started using the storage heaters on 2 January 2026 in my new apartment,  I haven't seen this afternoon boost added. Will it show in green around 4pm? All my half hour segments after 0630am show pink. Here are Friday's readings.

QrizB

elstree324 said:

I am interested to hear of the "afternoon boost" that Rosie1001 mentions. Since I started using the storage heaters on 2 January 2026 in my new apartment,  I haven't seen this afternoon boost added. Will it show in green around 4pm? All my half hour segments after 0630am show pink. Here are Friday's readings.

The afternoon boost is one of the distinguishing features of Snug Octopus.

https://octopus.energy/smart/snug-octopus/

If you're not getting it, either you're not on Snug at all or there's something wrong.

elstree324

QrizB said:

elstree324 said:

I am interested to hear of the "afternoon boost" that Rosie1001 mentions. Since I started using the storage heaters on 2 January 2026 in my new apartment,  I haven't seen this afternoon boost added. Will it show in green around 4pm? All my half hour segments after 0630am show pink. Here are Friday's readings.

The afternoon boost is one of the distinguishing features of Snug Octopus.

https://octopus.energy/smart/snug-octopus/

If you're not getting it, either you're not on Snug at all or there's something wrong.

I am definitely on Snug: 

QrizB

You need to ask Octopus what's happened to your afternoon boost!

elstree324

QrizB said:

You need to ask Octopus what's happened to your afternoon boost!

I certainly will! 

Rosie1001

Definitely should be getting boost on snug 

pics below show with the afternoon and late evening boost 

then when  it stopped this week