Octopus energy bill dispute

Dodge1664

Hi all,

I was with Octopus energy for just over a year, and they've now sent me a final bill. They've basically ignored all the customer readings I've sent in and come up with estimated readings that are completely different. The bill is about 30% higher than I think it should be. I've complained and sent photos of the meter readings. Has anyone had this problem? Anything else I should do?

The only justification I can think of for ignoring my readings is that its an old RTS meter that stopped receiving its signal in March. I've been unable to get a new smart meter because the chip board that the meter is mounted on needs replacing. Neither the meter installer nor UK power networks will touch it. I think the board is the responsibility of the freeholder for the block of flats I live in, but its almost impossible to get them to do anything.

any help appreciated! thanks.

QrizB

Was this simply a change of supplier while you continued to live at the property, or did you move in / out?

What do you think the account should have opened and closed on, and what have Octopus used?

Can you share the specific readings?

Do the opening and closing readings match with the closing reading from your previous supplier and the opening reading from your new one? Or the readings when you moved in and out, if that's the situation.

Dodge1664

Octopus was the supplier when I moved in. I changed to EDF on 10 May.

my readings

start 70775 (22 March 2025)
end 74020 (19th May 2026)

3245 KWH usage

Octopus 'estimate'
start 72493.5 (22 March 2025)
end 77124.3 (29 April 2026)

4630.8 KWH usage

"agreed" handover read with new supplier on 19 May 73864.

Unanswered questions:

(1) why have they used their numbers instead of my readings

(2) why have they billed me for far more kWH than I have actually used

(3) why is the handover reading on 19 May substantially less than the Octopus estimate on 29 April?

I'm tempted to cancel my direct debit before they can take the money.

QrizB

In your position I'd contact Octopus and register a complaint (I'm not sure if your original "I've complained" comment represented a formal complaint or not).

https://octopus.energy/unhappy/

It's possible that this is an interim "final" bill, issued so they don't miss the 6-week deadline and have to pay you compensation. However that doesn't explain the wrong opening reading.

Woodstok2000

Are you on an economy 7 tariff (or other tariff that has on and off peak supply)? Is it possible that you are only providing Octopus with on peak (or off peak) instead of both readings?

Have you asked Octopus where they got their readings from?

MWT

If it is an RTS meter that suggests there should be at least two meter readings…

Dodge1664

I haven't mentioned the night reading because I don't use any electricity at night. the reading hasn't moved in 15 months.

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82032940#Comment_82032940

That might be part of the issue then. Firstly I really doubt you use no electricity at night unless you are turning everything off at the sockets, including fridge, freezer, oven clock, tv/sky box etc. Secondly if you are providing Octopus with the same meter reading every time they may be defaulting to their own estimate. I think you need to speak to them and understand where their calculations are coming from

QrizB

That might be part of the issue then.

Although, if the problem is with the offpeak meter, Octopus will have provided separate estimated readings for that meter and the discrepancy should be obvious to the OP.

MWT

https://forums.moneysavingexpert.com/discussion/comment/82032940#Comment_82032940

I had a meter like that as well, it got stuck on one register due to a clock failure, had to switch to Octopus to get it fixed as Bulb had no interest in dealing with it.

Is that what has happened here? … because it isn't plausible to be using zero electricity at night unless you are turning everything off at the consumer unit…

Were both registers showing use when you first moved to Octopus?

Dodge1664

Its true that fridge freezer runs all night, and that the meter should have advanced.

But I just reported the meter readings that were showing, so I don't see it as my fault.

I see no justification for Octopus to ignore the day time readings I provided without explanation. Their own figures are probably just based on a national statistics, which is hardly fair on me.