Octopus energy awful

LucyLiz2424

Not great, wish I'd stayed with BG! Elec meter not worked since i changed to OE from BG 4 months ago, they refused to send an engineer to look at it. They insisted on a photo or video of the meter but I don't have a fancy smart phone that could do this, so I asked what would they do for me as a vulnerable customer living on their own. Basically nothing! It's a photo or video, period. That was it. No alternative. Awful customer service. Always get an adviser on the phone that you cannot get past to make a complaint. Will be going to the ombudsman about this for sure. They finally agreed to replace the elec meter, but I need to be there all day (8-5) to wait for the engineer. I told them I cannot take a day off work for this, they said basically I have to! Nightmare. How are the going to assess my electricity usage for the past 4 months?

elsien

In what way are you vulnerable?

Not that you need to tell us but do you qualify for their priority services register as that may make a difference with regards to contact et cetera.

Do you not have a neighbour you can take a photo or video and email it to you to pass on? (ETA, just read your post properly and saw that is sorted now..)

With regards to complaints, you don’t need to get past their advisor. You can either tell them you want to make a formal complaint or you can email them or you can write to them.

jaybeetoo

Can you get a friend or relative to send a photo of the meter? When you say the meter doesn’t work I assume it’s a smart meter and Octopus are not receiving readings?

molerat

What exactly do you mean by "meter not working" ?

Scot_39

Are you saying the meter itself has stopped working - so not measuring and/or not able to read it manually ?

Or a smart meter that Octopus have not been able to succesfully connect to it to get readings ?

They really legally shouldnt expect everyone to have digital cameras or phones. Given tbey have now agreed to replace the meter without they clearly understand that

[As above some can call on help from friends or family - but they really shouldnt have to. Id have "had to" do it for my parents for instance - they didnt even use dumb mobiles let alone smart ones or internet.]

If a paye employee you have a legal right to paid holiday in the UK - so you can take a day off work. Self employed make their own allowances.

You have to provide access to the meter etc for them to swap - your request as here or theirs. So agree a date acceptible to them and your employer.

If they miss the appointment they will pay you for not turning up.

As to last 4 months data -there are industry standard rules for estimating if meter genuinely faulty and no readings available. You might even get some use free. Estimates in past have been repoted here if anything on low side

As to a new complaint now - not sure on what basis since you now appear to be the one blocking your issue resolution.

Swipe

Just take a day's annual leave for the meter installation.