Billing issues with Octopus

Hi all,

I’m wondering if anyone has had a similar experience with Octopus Energy. My electricity meter stopped transmitting data several months ago, and Octopus has been trying to charge me based on the Standard Variable Rate (SVR) instead of the correct Flux tariff.

So far, Octopus has refused to accept my own data from my GivEnergy system to ensure accurate billing, and continues to try to charge me at the SVR. Has anyone managed to successfully force Octopus to use their GivEnergy system readings in lieu of accurate meter readings, and if so, how did you approach the situation? Did you refer the matter to the Energy Ombudsman, and what was their response?

I’d appreciate any insights or advice you can offer! I've been quoting relevant parts of the Consumer Rights Act (2015) at them, but Octopus keeps trying to deny they apply.

Thanks vm.
[NB I'll probably also post this in the facebook group to expand the audience.]

Id be onto Octopus to get the meter sorted and pull the data from old unit if it has to be replaced or you will contact energy ombudsman.

Once data is collected your bill will be adjusted, contact them on twitter if you have not done so, I have found them to be the most help there.

Tell them you have been trying to get it sorted for months with no resolution and you will be seeking advice from energy ombudsman if there is no progress on the situation.

There is no way that Octopus will accept any third party meter readings no matter the source, it is in their terms and possibly also part of their supply license. It isn't even possible to use data from their own Home Mini for billing.

Our charges are based on the Energy consumed at the Premises as recorded by the Metering Equipment and calculated, based on a meter reading supplied automatically from a Smart Meter, or a meter reading provided by you, or taken by us, or our agents. Or in the event that no meter reading is supplied, for example if you have a Smart Meter and it stops sending us data, we will use an estimate

You need to either get your Smart Meter fixed or replaced.

Get the meter fixed first, then if there are any missing readings, negotiate the billing.

What is wrong with the meter? Can you still read it manually? Is the IHD still working? Are Octopus getting some readings but not all? Can you get readings using Bright or Loop? What happened to make it stop working?

pwdst
The whole sorry saga here.
https://community.givenergy.cloud/d/2881-report-data-download-as-excel-file
https://community.givenergy.cloud/d/5382-smart-meter-issues
In the end I had to take Octo to the Ombudsman.
Their view was that my submitted 3rd party evidence was better than Octo's zero evidence.
Octo made a discretionary payment that tallied with what I felt they had overcharged and under credited me, but did not accept it was a metering problem- presumably to avoid setting a precedent.
They then (finally) came and fitted a dual band comms hub and antenna and everything has worked really well for over a year

SteveCook In addition to what you've said, I'm absolutely certain that Octopus' T&Cs fall foul of the Consumer Rights Act 2015, specifically the terms relating to how they will bill if they fail to collect smart meter readings (which is entirely their responsibility).

Its an unfair contract term as it allows Octopus to make more money by NOT fixing the problem so its clearly in their favour and hence is an unfair contract term.

Were I in this position I'd be arguing that point VERY strongly. Also Octopus cannot claim any of their "smart" products are still "beta" as they've been offering many of them for over 5 years now so any nonsense about that needs firmly dealt with.

They won't take it, I had 2 months with 3 meters and multiple slots with no data.
In the end 9 bill points, 5 with data, 4 without, those 4 were at SVR rate.
I produced data showing a 94% COSY low rates ion the metered slots, and said the unmetered ones were the same pattern.
I also odownloaded all my HAOS data, and the Octopus Home Mini data, bundled it up in an Excel and sent it off saying they had over charged me by £39.49

2 weeks later this arrived on my bill and an email saying they were just paying me off :-)

wrighar The ombudsman made them take it in @SteveCook 's case. He got paid off too, then they took it back when he complained about them doing bugger all about fixing the problem.

Vestas I came off in the place i wanted to be in the end, but it took a lot of arguing with Octo.
My advice to anyone is- as soon as your Octo account is not showing data, email and tell them on a weekly basis until they fix it. Use the excel scripts to download your actual data and work out what you thing you have been overcharged/under-credited and if they dont agree file a complaint and then go to the Ombudsman

See post 62 https://community.givenergy.cloud/d/2881-report-data-download-as-excel-file/62

I’ve just unearthed a variation in my Octopus data. In my case it is recording data OK however I’ve noticed that the Off Peak & Peak data in the meter does not match what Octopus bill me for. The meter read is not counting 1 hours data correctly & this seems to be the case since the clocks changed last October. I actually think the billing is correct when compared to historical data. I’m now working up the energy to contact them to try to resolve this as, if they do a meter reading check, the numbers won’t match up.

As an aside I have an ongoing complaint with them over my Gas meter usage data not always being available (Electric reports fine), and it seems to be up to me to get them to pull the data when it’s missing. Again actual monthly bills are always correct.

idrobbo
I never got my gas smart meter to read or the IHD to work until they fitted the dual band hub and antenna.
Then after 4 years everything came to life in 15 minutes

SteveCook yes I’m guessing it’s the same for me, though most times I can see the data on Hugo so it’s getting through there. Fortunately it’s usually just odd days.

idrobbo By any chance do the missing gas meter reading coincide with similar missing export readings?

If so then its the Octopus account which is at fault, not SmartDCC, the comms device or either smartmeter. Kraken is broken.

Vestas No, I don't have export through Octopus. I'm on original FIT so just taking the original deemed 50% export.