Disputed bill So Energy massively over-estimated secondary import reading

endofthegame

I'm posting this to see if anyone has experienced something similar regarding an estimated second import reading. I have been reading through some similar themed posts but not found one that would help me to fully understand and resolve this.

I had a meter configured to a single-rate while I was with So Energy from 2025. Throughout my time as a customer, the meter only displayed one import reading, however I was billed for two rates (day and night tariff).

As there was only one meter reading available, on one ocassion I accidentally put that reading number in for both readings on the SoEnergy website, and my bill was doubled instantly. It took nearly 6 months to get that corrected, by which time I'd been to the Energy Ombudsman and was awarded a £200 goodwill payment for the length of time it had taken to resolve.

SoEnergy corrected the bill by the estimating my usage for the second rate, reconfigured the meter and I then switched supplier to Octopus energy.

I then received my final bill from SoEnergy, after switching supplier, and noted that they had estimating my monthly usage at nearly 4 times that of my current monthly usage with Octopus. The estimated second rate on the bill estimated my consumption as higher than the primary rate.

At the time I was with SoEnergy, my meter didn't even display a second import reading, so I had no way to verify that.

So Energy estimated my closing Register Energy Used 02 reading as 1112.0 kWh on 1 July 2026 - a usage of 164.7kwh for a period of a little over a month.

However, after reconfiguration, the actual Register 02 reading on the meter over a month later on 4th August, is only 12 kWh, and as a result my bill with Octopus is much lower.

That suggests the second rate SoEnergy estimated may have been incorrect not only on the final bill, but potentially across all of my bills I was a customer with them since 2025, overcharging me in the process.

Any useful advice here from anyone who has knowledge of this would be much appreciated. I'm still in touch with the Energy Ombudsman and have disputed this with SoEnergy but so far the response has been cool from both.

QrizB

Welcome to the forum!

From the sounds of it, this a smart meter in traditional mode (where you have to take readings manually). Do you know the make and model?

At the time I was with SoEnergy, my meter didn't even display a second import reading, so I had no way to verify that.

Some smart meters make it difficult to read the second (and third, and fourth) import registers, but they all have them.

So Energy should have closed your account on the same readings that Octopus used to open your account, as validated through the industry workflows. If they've use different readings you should complain to So Energy about that.

However, I'm slightly mystified why you're submitting manual readings when it sounds from your "after reconfiguration" comment that the smart meter is connected to the network and should be automatically reporting readings to your suppliers. Can you give some more details please?

endofthegame

https://forums.moneysavingexpert.com/discussion/comment/82105454#Comment_82105454

Thanks for the swift response!

Meter is a Secure Liberty 101. I received a copy of the manual from SoEnergy and was asked to follow the steps to get the second rate reading. I tried every button and cycle and it wasn't displayed. It was not configured for the two rate day and night tarrif (former supplier EDF fitted it), which is why they had to get an engineer out to reconfigure it.
EDF had actually contacted SoEnergy in 2025 to let them know there was an issue with the meter, which they began to resolve and then stopped responding to my follow ups with the information they requested.

To demystify things, I haven't had to submit any readings since as Octopus have got my billing set up automatically and now have a fully working IHD. However, I did go to check in on the meter recently, after I received the closing bill from SoEnergy, and it is now displaying both a Register 01 and Register 02 reading, which was not present when I was experiencing the previous issues.

To be clear, the Register 01 reading that SoEnergy used for the closing read (3309.0) seems to be correct, and there has been continuity with that reading since then.

My question is, if the opening register 02 reading from Octopus energy was 00001kwh, would SoEnergy have to re-calculate all of the bills going back to 2025, and effectively wipe all the Register 02 readings they've estimated and charged me for?

QrizB

Sorry, I have more questions!

When EDF installed your meter, was it used for a 2-rate tariff? Or were you on a single-rate, single-reading tariff with EDF?

If your meter was only set up for a single rate, why did you accept a dual-rate tariff with So Energy? They shouldn't have even offered it!

If there was never an "actual" second rate reading with So Energy, it's likely (not definite) that there was never any second rate consumption and all your energy use was recorded on the first rate. Which would mean that you've already paid So Energy about £200 for 947 kWh of electricity that you haven't actually used.

It's too late now, but (in case it comes up again in the future) the best time to have fixed this was before you joined So Energy on a dual-rate tariff, and the next best time would have been shortly after joining. Trying to fix it now is likely to be a bit of a mare.

endofthegame

When EDF installed your meter, was it used for a 2-rate tariff? Or were you on a single-rate, single-reading tariff with EDF?

I was always on a single-rate tarriff with EDF.

If your meter was only set up for a single rate, why did you accept a dual-rate tariff with So Energy? They shouldn't have even offered it!

The day night tarrif wasn't a choice I made as a customer. On my bills the plan I was on was listed as:

SO CHESTNUT ONE YEAR
ELECTRICITY - 1 RATE

It didn't state that I was on a day & night tarriff in the welcome pack I received or on the bills. It was not clear to me that I was on a dual-rate tarriff until I had issues with the incorrect meter read double-billing and when I was trying to resolve this, they told me over the phone, to my suprise, that I was on a day and night tarriff, which did not match my meter configuration.
I explained that I did not want to be on a day and night tarriff as I don't use energy in a way to make that cost effective (for example charging at EV) and needed it to be reconfigured. It took them months to do anything so I went to ombudsman and switched supplier.

If there was never an "actual" second rate reading with So Energy, it's likely (not definite) that there was never any second rate consumption and all your energy use was recorded on the first rate. Which would mean that you've already paid So Energy about £200 for 947 kWh of electricity that you haven't actually used.

This is what I had suspected and am concerned about.

It's too late now, but (in case it comes up again in the future) the best time to have fixed this was before you joined So Energy on a dual-rate tariff, and the next best time would have been shortly after joining. Trying to fix it now is likely to be a bit of a mare.

I'm hoping I have a case here. It's been a mare up until now and I got pretty burnt out trying to resolve the previous issues but if this is equivalent to hundreds of pounds of overpayments it might be worth chasing.

Scot_39

I guess you would have noticed the difference, but the early secure liberty like 101 series needs to use two different buttons for multirate configurations (using keypad 6) to get IMP R01 IMP R02 etc - and the simple method others suppliers recommend customers use for single rate - and to show just total active import (keypad 9) for single rate iirc.

And its really not the nicest meter to read in any case (I often end up videoing my reads rather than just photos to match timing as sequence through)

Disputed last month secondary

SoEnergy corrected the bill by the estimating my usage for the second
rate, reconfigured the meter and I then switched supplier to Octopus
energy.

The thing that matters for the final bill ultimately is the actual final read(s) - and that is what should agree with any manual reading given to the new supplier (once verified by third party - and agreed with both new and old supplier).

When that says closing reads - is that the final SO bill ?

I see no correction for the 12kWh reading on Aug 4th vs the 1112 closing read.

So it's fair to assume there is something not going right if thats meant to be your final bill.

I then received my final bill from SoEnergy, after switching supplier,
and noted that they had estimating my monthly usage at nearly 4 times
that of my current monthly usage with Octopus. The estimated second rate
on the bill estimated my consumption as higher than the primary rate.

Given the previous bill 28 May readings are estimated - there is no guarantee the disputed 164.7 kWh on rate 2 was just for the one month - it could have been accumulating errors since last real reading based bill - the error if you like in the last bill and it's reading(s)

The final bill just making the final correction to amount due.

However, after reconfiguration, the actual Register 02 reading on the
meter over a month later on 4th August, is only 12 kWh, and as a result
my bill with Octopus is much lower.

That suggests the second
rate SoEnergy estimated may have been incorrect not only on the final
bill, but potentially across all of my bills I was a customer with them
since 2025, overcharging me in the process.

From posts here meter register readings are often not reset to zero when meters reconfigured say OTA for a tariff change - e.g. someone switching a 2 rate meter to single rate or smart TOU basis often ends up with say off peak register 2 frozen - and that has led to billing issues on swaps (when suppliers or customers switch from say total (inc a frozen rate 2) to import rate 1 - one poster even had their months old meter replaced to avoid having the same issue again - to restart from 0000s on both registers)

SO its not entirely obvious what was done - and how the 1st July text Closing Read 1112.0 kWh - then links to the 4th Aug 12 kWh on R02 - were those a meter techs final readings before reconfigured - or just another SO billing estimate ?

PS 12kWh for a month if meter reconfigured on 1st July - is virtually nothing - 50W of base load for 7 hrs if on E7, no hot water immersion, no electric heating etc etc.

So can you clarify the dates on that SO bill vs meter reconfiguration and the Octopus switch dates.

Is it meant to be an account closing bill - or some interim associated with the meter reconfiguration.

What reading did you give to Octopus - single or dual registers ?

And have you had a bill from Octopus yet ?

As strikes me their is likely to be a problem with one supplier's 1112 kWh and another's much lower presumably smart 12kWh 34 days later. There is a limit on the allowed difference when readings go through third party validation system - and when exceeded it can even block transfers.

endofthegame

https://forums.moneysavingexpert.com/discussion/comment/82105569#Comment_82105569

Hi Scot_39, thanks for the response

I received this from the Energy Ombudsman today, they have a response from SoEnergy about why the closing bill was estimated.

Unfortunately, it appears that they had not completed the work on reconfiguring your meter before you switched supply to Octopus. As a result of this, they had to estimate the final readings in order to issue you with a final bill. 

At this stage, if you are not satisfied with the final reading on your bill, it would be advised that you request Octopus to reconfigure your meter to allow you tto take a reading for the second rate. If there is an inconsistency with So Energy's final bill, then you would be able to raise a dispute with them for the reading provided upon changing supplier. So Energy would then be able to revise your final bill using the correct reading.

What reading did you give to Octopus - single or dual registers ?

I didn't need to provide them with a reading as the IHD and meter are automatically communicating with them.

PS 12kWh for a month if meter reconfigured on 1st July - is virtually nothing - 50W of base load for 7 hrs if on E7, no hot water immersion, no electric heating etc etc. -

This is just the Secondary Register 02 usage. It's been heatwave so no heating on, and I don't use a boiler for hot water as have electric shower and taps fitted. This is from my Octopus energy bill for July (I was away for 1 week so slightly less usage then):

Scot_39

OK - so Octopus have in fact signed you up to their presumably E7 rate tariff - likely based on your meter / MPAN supply profile class - most likely a 2 or 02 - at start of your MPAN / supply number - and are now charging you the daytime peak rate for the majority of your day use.

The 83% (50.4/60.9) at the 28.32p

And as per the Ombusdmans request point 3 - they dont have to reconfigure it to provide a reading - it's there in writing on the 1st as 0 and 10.5 on the 1st Aug as electronic - backing up presumably the manual reads on 1st July from you to them.

As to how easily it will be to get around the swap before complete thing with So - I am unsure - but I see no reason why it shouldn't just be submit the evidence of your day 1 Octopus - and the bill as is - and point out the day 1 and 31 day later actual smart readings.

Also note the day

So / Octopus 1st July (You / Manual I Guess) / 1St Aug (Smart)

Night

IMP R02? 1112 / 0 / 10.5

Day

IMP R01? 3309 / 3263.9 / 3314.3

So looking at that from outside - I'd argue they owe you not only the 1112 kWh on night / imp r02 - but another 45.1kWh for overestimated day use.

Going forward - You could be on wrong Octopus tariff

Oh and if you really have no real need for E7 multirate - and given you were on an 18p flat rate on both registers before for a 1 yr fix it seems likely you didn't (things like traditional HW immersion heaters and night storage type space heating in winter, EVs, home battery cycling / time shifting etc ) - you probably at least until review other options - want to ask Octopus to put you on single rate tariff.

Edit - You were at 17% night use in July - you typically need around 35-40% of night use to break even with single rate (it varies region to region and supplier to supplier. On E10 I am around 50% off peak summer - 75% annually - and over 90% in winter months.

(You could even if think never will - get them to change you profile class - so as another supplier doesnt revert you onto multirate when / if swap again ?)

Scot_39

It's been heatwave so no heating on, and I don't use a boiler for hot water as have electric shower and taps fitted.

OK scratch above regarding quickly switching to single rate

Summer can be misleading, and Ive maybe taken too much form the fact you were single rate billed at SO ahead of potential proper tariff choice elsewhere.

EDit - That could all be a legacy of EDF to SO era mistakes if not by choice - and even though you said hadn't selected multirate - you werent paying multirate - but a single rate tariff applied to multirate registers. BOth rates were equal at SO. So single or twin rate meter academic as to costs on that deal. (Which Octopus could probably also do - but likely not at those year old c18p rates)

So

Exactly what sort of space heating do you have ?

I have an electric shower (fed by cold water only, het by own c9kW heater) - and I try to use only at my off peak rates (on E10 - I get 3 hrs early afternoon and 2 hrs evening ) and hot water tank / immersion heater for taps / general use (actually as of last night when returned from trip - I dont - I am awaiting an electrician to call me back to arrange visit to check it out).

How is the hot water to your other taps (kitchen, bathroom sink / bath taps ) het ?

endofthegame

So looking at that from outside - I'd argue they owe you not only the 1112 kWh on night / imp r02 - but another 45.1kWh for overestimated day use.

OK - that would appear to be correct. I contacted SoEnergy 10 days ago and last week via the phone had no follow up. I've just sent them another email with the Octopus bill attached and also sent on to the Ombudsman.

Yes single-rate is probably better for me. I just have standard electric heaters.
However, I've just contacted Octopus and got this response from the bot:

"Yes — because your current electricity tariff is a fixed one, switching away from it before it ends would trigger a £50 exit fee. That fee applies for leaving the fixed tariff early, even if you’re moving to another Octopus tariff.

So paying £50 to switch probably isn't worth it.

endofthegame

I have received an update from SoEnergy, after chasing them via online chat:

• Thank you for explaining. I understand why the opening reading of 0 from Octopus makes the closing reading of 1112 on our bill appear incorrect.
• Our Billing Team has reviewed this. When your supply transferred to So Energy, the meter was recorded on the national database as having two registers. This is why both Register 01 and Register 02 appeared on your bills.
• However, you were never charged on a two rate tariff with us. The same unit rate and standing charge applied to both registers. The estimated readings across both registers were used together to represent your estimated total electricity consumption throughout the day, so Register 02 was not charged as an additional separate amount on top of your total usage.
• As the meter was later reconfigured, if Octopus started your account and billing as a single rate supply, their opening reading for Register 02 would be recorded as 0. This does not automatically mean that the previous Register 02 consumption of 1112 should be refunded.
• I hope this helps?
• The Billing Team has confirmed that the use of two registers does not affect the total charges on your final bill because the same unit rate applied to both. I totally understands that the way the two readings appear on the bill is confusing, especially when your new supplier is now showing only one active register.
  
• I have attached your final bill here, it clearly showed that the tariff are 1-rate and not 2-rate which justify my explanation above.
• Ismail has left the chat
• Chat has ended!

The agent left the chat before I could reply further. Rude.

Clearly the Energy Used 02 reading, which was estimated by SoEnergy on the final bill, is not correct, as my consumption (164kw in just over a month) is at odds with the current consumption rate with Octopus (10kw)? I'm also on a two-rate tariff with Octopus which is giving me two separate meter readings now.

It feels like SoEnergy are gaslighting me here. I understand the rate 18.2631 is the same but the consumption (Energy Used 02) has been massively overestimated, and I have been charged for this on top of my 01 Energy usage (£30.08 on the final bill). Any further suggestions or explanations here? I'm not getting anywhere with SoEnergy on this. Might need to start a new case with the Energy Ombudsman