Octopus Energy Inaccurate Customer Information

eshwaric

I am currently moving out of my current property and on a Octopus Fixed Sept 2025 v2 Fixed tariff which is due to expire on 1st Oct 2026.

Octopus energy provides at my new property and the website information indicates that I can carryover my current tarrif in the new property. Link to information on their website https://octopus.energy/blog/moving-house-heres-what-you-need-know/?utm_source=chatgpt.com
I raise a support enquiry as well which confirmed that would be the case.

However when I called them to notify them about my moving and confirm my tariff they refused to extend my contract and said I would need to switch to their new fixed tariff or flexible octopus tariff. They agreed that their website information is incorrect and confusing but cannot help me and I would need to get a new contract with a new rate.

Are they legally obliged to abide by the information on their website and provide me my current rate? What’s the best way for me to raise this grievance to Ofgem.

la531983

Wouldn't you be breaking the contract by moving premises?

Woodstok2000

Are you on a smart tariff, and does the new home have smart meters? There is this get-out clause on the website:

If you're on one of our Smart Tariffs:

As long as your new property meets the eligibility criteria we can move your smart tariff with you.

Lorian

I think I'd be pressing the big pink button there to start the process. And keeping screen shots.

Alnat1

https://forums.moneysavingexpert.com/discussion/comment/81938062#Comment_81938062

By Smart Tariff I would assume they mean some kind of time of use tariff, not any tariff where you have a smart meter. Eshwaric only has a regular fixed tariff.

MWT

https://forums.moneysavingexpert.com/discussion/comment/81938078#Comment_81938078

Agreed, just hit the button on the website and see how it goes, this isn't something I'd try to phone CS to arrange.

https://octopus.energy/blog/moving-house-heres-what-you-need-know/

Ildhund

@Alnat1 wrote:

By Smart Tariff I would assume they mean some kind of time of use tariff, not any tariff where you have a smart meter.

What's your basis for this assumption? I've often wondered what a 'smart tariff' is, but I imagined it would cover 'type of use' as well as 'time of use', like those that detect energy used to power a heat pump or charge an EV with a view to applying a discount. There are certainly suppliers that restrict fixed-rate tariffs to customers with smart meters, so does that not make the tariffs 'Smart'? Do you know of an authoritative definition?

MWT

A smart tariff requires a smart meter, a smart meter can be used for any tariff.

Spoonie_Turtle

https://forums.moneysavingexpert.com/discussion/comment/81938280#Comment_81938280

If you use the filter 'smart' on Octopus' list of tariffs (go to https://octopus.energy/tariffs/ put postcode in NOT press 'get a quote') it'll show tariffs that require a smart meter. That's the common-sense explanation.

This is the more official explanation: https://octopus.energy/policies/smart-tariffs-terms-and-condition/