Octopus Energy 'Power Up' Reimbursement Failures

octopusenergyhawk

Octopus Energy offer some attractive tariffs for consumers with solar panels and battery systems (like us). They also offer attractive opportunities to get cheaper/free electricity while helping balance the grid.

One such opportunity is Power Up sessions. In Power Up sessions in our region (East of England) all the electricity you use in the advertised period (usually two hours) is free.

Even though the calculation of the credit due for participation in a Power Up session is straightforward, the credits associated with participation are paid some time after the event and, in our experience, the credits for some sessions are missed entirely. This has happened multiple times for us.

In fairness, Octopus Energy do, when challenged, eventually sort these errors out, but they really shouldn't be making them in the first place. Almost unbelievably in this day and age, I am given to understand that the process of calculating credits for Power Up sessions and applying them to accounts is a manual one...

I am able to spot such errors because I keep meticulous records of our participation in Power Up sessions and check carefully when the credits come through to our account, but I do wonder how many Octopus Energy customers are being short-changed because they are not keeping such careful tabs on things.

Is our experience unique or have others encountered the same problem?

debitcardmayhem

@octopusenergyhawk Not eveyone in Eastern is so fortunate to have power ups in fact in my postcode area only about 4% of properties get it. It is all down to which substations you are served by.

I have noticed that the credit for the Sunday free hours takes about 10-14 days though.

Oh and welcome to the forum 😁