Octopus Snug Tariff

Rosie1001

elstree324 said:

QrizB said:

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

I certainly will! 

They need to update your ACLS , you are not getting the full off peak slots as I do 

Call and do a follow up email 

google snug tariff , it gives you the benefits you should get ,  you can quote it  to them ! 

elstree324

Two weeks after sending an official complaint, reporting that the smart meter was not showing the Snug Octopus night rate of 9p kwh between 0030 and 0630, nothing has been done.

My tariff:

I had a couple of standard emails quoting the complaint reference number and saying they are looking into it, but the problems with the so-called "smart" meter has not been rectified.

I look at the app and see it is indeed showing day and night consumption, and I know I should ignore the wrong meter readings (the night reading has been stuck on 12907 for 2 weeks, while the day rate is racing away incorrectly) but now Octopus has taken an intermediate reading and this of course impacts on the debit balance it is incorrectly showing. Their night reading shows 12907 two weeks ago and now 12907 on 28 January - 0 used in 2 weeks!

Everything has been charged at 31.96p per kwh.

I then received a phone call from a confrontational staff member who had picked up my subsequent emails complaining nothing had been done. "Out of the goodness of her heart" (quote!) she was ringing me. It was not her complaint.

Apparently, the person who answers your call when you make a complaint is the complaint handler - the complaint isn't sent to a dedicated team as I presumed it would be.

My answer was "How would I know that?" Her answer? "You wouldnt".

So she has now arranged for the Manager of the original person I spoke to on 16 January - and who didn't ring me back, and has done nothing to resolve the issue - to ring me.

What an absolute palaver! "Award winning customer service" it ain't…

Scot_39

Snug doesn't use meter register billing like e7, but uses half hourly data.

But from other users reports the meters do as the Snug faq - retain old - typically e7 alcs presets - and revert to them - in tge event they are unable to dynamically set the Snug tariff alcs times.

So have you checked the start and end times for tge restricted power for nsh heating ?

The chart above doesnt include the afternoon hour - nominal 3-4pm - so not convinced that's snug operating normally.

But its curious other users above report lost the afternoon 3-4pm earlier this month.

Have Octopus actually confirmed they are able to control your meter via the Snug mechanism.

They have been able to tell if failing for others and move them back off tariff in past.

Rosie1001

IMG_6218.png

go on your energy usage part of the app

It shows the peak /off peak clearly

check your actually meter not app or in house display for your peak / off peak

you can ask for your issue to go to the smart metering team , call and follow up with a email

Rosie1001

https://forums.moneysavingexpert.com/discussion/comment/81861304#Comment_81861304

the chart above is just the standard snug times when you click on my tariff , it’s not the actual usage which they need to go on to

Rosie1001

click on the usage part on your app at the bottom

elstree324

Yes, I have already checked my usage from 2 January since I started to use the storage heaters in my new apartment. I have never received the afternoon boost. Yesterday, I sent screenshots of 2, 9, 16, 23 January usage showing no afternoon boost. Today they are "looking in to it". Also offered £40 compensation for lack of customer service.

Rosie1001

https://forums.moneysavingexpert.com/discussion/comment/81862674#Comment_81862674

can you post a screenshot on here of your data usages

My afternoon boost stopped working recently, but was up and running within a week of me calling the emailing ,