Incorrect Octopus Energy smart meter readings

Miniatureschnauzer

Is anyone else having totally rogue readings with their actual smart meter? My son averages 30p actual usage per day during the summer months as the only gas appliance is his cooker hob which he barely uses. During the last 2 months and after an 'upgrade' to his previous smart meter the daily usage is totally erratic some days £11-14 actual usage and then other days below a £1!! We are pulling our hair out trying to resolve this with Octopus!! Even though logic says this is not correct he has been billed over £70 gas usage for the last month which he can ill afford. He has complained to Octopus energy on numerous occasions (even asked to escalate his complaint) and he is getting no-where as the latest response is that they are trying to arrange for an engineer to call and check his gas meter but if this is not faulty then they will charge him an additional £190 for the visit and he will be back to square one!! Our gas engineer who services our boiler has told me that if there is a suspected problem with the meter then it is industry standard for the smart meter to be replaced and then checked independently for any faults as should not be done on site - does anyone know if this is correct? Any help/advice/info would be gratefully received as I recommended him to Octopus as thought they provided excellent customer service which is now NOT the case for my son!

QrizB

Welcome to the forum.

Is anyone else having totally rogue readings with their actual smart meter? … We are pulling our hair out trying to resolve this with Octopus!!

This is solely a gas meter problem, not the electricity meter? Have you read the meter yourself? Does the readings on the meter match the reading Octopus are using on the bills?

How long ago was the gas meter fitted?

Gas smart meters are battery powered, and we've had occasional prior threads where a nearly-flat battery has resulted in erroneous gas meter readings.

debitcardmayhem

Have you checked the meter number with the bill /

Beabiejeanie

We joined Octopus a couple of years ago , Smart meter never registered a Gas reading , but an Electric one. Complaigned ! Jan this Year, read Meter for two Days . then died. Their Accounting System is a mystery, we are always in minus, we asked for a d.d. to be recorded, but they took no notice. they take three days when we read it then estimate on readings for gas, but no billing to show this . I wonder why? Jeanie B

Miniatureschnauzer

https://forums.moneysavingexpert.com/discussion/comment/82090217#Comment_82090217

Yes we’ve checked that and it matches!

Miniatureschnauzer

https://forums.moneysavingexpert.com/discussion/comment/82090294#Comment_82090294

Yes have to say really wondering where they get their excellent customer service review from as our experiences have been far from even satisfactory!

MeteredOut

Whether anyone else is having rogue meters means nothing for whether your son is.

As well as the good advice you've received above, can you post redacted bills, or his actual usage (over time) in kWh? Have you confirmed his bills are actual readings and not estimates?

Did you raise a formal complain with Octopus, or just complain (they are different things). After 8 weeks, a formal complaint can be taken to the Energy Ombudsman, but you must evidence wrong readings, which is why it is important you get all your details together.

Has your son done his own tests. Turn gas appliances off, and check if the meter is still incrementing, for example? Or turn of gas to the meter (there is normally a lever) and see if it still increments. There is a (normally small) chance there could be a leak, and not all leaks result in someone smelling gas.

Miniatureschnauzer

https://forums.moneysavingexpert.com/discussion/comment/82090216#Comment_82090216

Thank you for reply and yes we have checked meter readings match those on their website but readings so erratic cannot be right- one day could be £11 next day £6. Need to mention there is a reported gas leak in my son’s street - not at his property but can def smell gas outside in the street. I have looked online and it says your meter will not be affected by anything g that goes on outside of your meter but have to wonder? If it was a gas leak however don’t think the meter readings would be so erratic daily!

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/82090545#Comment_82090545

£11 and £6 are not meter readings. Are you looking at the meter, or the small unit plugged into the wall that gives costs (called the In Home Display - IHD)? Do you see the daily smart meter readings on the Octopus website. Can you post those from the past week or two?

You're correct that any gas leak "before" the meter cannot be measured by the meter so will not be included on your son's bill. And leak "after" the meter is the responsibility of the home owner.

WiserMiser

Is the gas meter (the unit on the wall) wholly within the property?

Or is it in an external cupboard or meter room?

Reed_Richards

… really wondering where they get their excellent customer service review from …

They got it from a few years ago when Octopus had a much smaller customer base. When Octopus took over from various failed suppliers they must have taken on customer service agents from those failed suppliers and that diluted their overall quality.