Octopus problems - wrong meter info in account

[larkstar]

I was transferred across to Octopus from Shell over the last month or so. I've been having to manually enter meter readings from the smart meter add they seem not to be able to read it, or haven't yet set that up or.... they haven't been very clear. The problem I now have is that a second unknown meter has been added to my account and their website won't allow me to just enter meter readings for the one meter that is the correct serial number for my property - it's insisting I enter readings for this mystery meter. I've sent photos of my meters showing serial numbers and meter readings and they are saying that "this didn't tue up with their records" and "Can I send more photographs of my actual meters" as though I've sent false information... I'm staying in top of it by emailed every day so a week into this problem and I'm no nearer to getting the problem sorted. I've lived here for 20+ years! I've asked them to send a person round to read the meters - I doubt that will happen - that probably needs 6 months to arrange via a third party. I've given them 7 days to fix my account information and then I'll cancel my direct debits.

I can't be there only one can I - with screwed up account information?

[TiredCatLady]

Similar has happened to me - transferred over, no dual meter issue that I can see but they’re ignoring the meter readings I’m sending them and (massively over) estimating instead. I’m looking at a £600 bill for a month when we haven’t used half of that!
They’ve also varied my DD date to a really inconvenient point. Also thinking to cancel it (and move suppliers).

[Lollygaggle]

Happened to me when they used a neighbours meter for me and mine for a neighbour. Neighbour had £2000 taken in one month because of wrong meter reading.

Thought we got it sorted but it happened again when neighbour switched.

The wrong MPRN number was associated with meter. Took months to sort out , had to escalate to Ofgen and ICO as we were getting each others letters. Octopus were useless and it was only when escalated up to complaints that it was sorted. However we shall see when one of us swaps again.

[larkstar]

@Lollygaggle ah well that's put my mind at rest. Not!

I've sent them a link to a private video I uploaded to youtube showing my meter cycle through all the readings - import, export, etc.

Unusually, I am on a loop connection with my neighbour - it's not uncommon for 60's built houses - it would cause a problem if either of us wanted a charging port installing for an electric vehicle or if either of use had a solar or heat pump source that allowed us to export energy to the grid.

I'll ask my neighbour about her meter - maybe it's on my bill!

[PalomaColumbine]

I had a different octopus problem and was eventually told that I should have escalated to a manager sooner in order to get it resolved more quickly 🙄.
So my only advice is to Ring them and tell them that you want it to be escalated to a complaint and for a manager to call you back urgently.
Failing that, [email protected] is the founders email address and on twitter/x he recommends that as contact point for customer issues.

[Vacantstare]

Also having the same problems after switching to Octopus!

[larkstar]

9 days later and we have exchanged over 50 emails and we are no nearer to sorting anything out. There is no continuity so every trying comes from a different person who knows nothing about the previous correspondence - they don't bother reading anything - they keep asking me for photos of my meter and then claim that they can't find any photos I've previously sent. Actually I think I know what the problem might be - I am on a loop supply with my neighbour - I think they have added her meter to my account. I have the unknown, mystery meter in my account page - I asked my neighbour what her meter reading was... and it looks like too much of a coincidence that her reading is just slightly above this unknown meter that they've added to my account. I've cancelled my direct debit and told them they need to sort this problem out so they can bill me properly based on my meter readings - which I currently can't submit. Their customer service response has been a farce.

[PalomaColumbine]

@larkstar you need to ring and escalate to a complaint and ask for a manager to call you back. When they do, request that all your emails go direct to that manager. At least then you are not going in circles constantly.
(It is definitely possible for them to do this because this is how my issue was resolved)

[HollyJollyHolidays]

What you really need to do is go on Trust Pilot and write an honest low star review- they soon get back to you then- nightmare customer service from Octopus!

[tentacles1001]

Hey there - I work for Octopus and am fairly senior, sorry you’ve been having problems. Does sound like a tricky one BUT no excuses as we should have sorted Do you want to DM me and I’ll take a look?

[tentacles1001]

And sorry HollyJolly if you’ve had problems too. We’ve 7 million customers now and we definitely don’t always get it right, but we’re honestly very committed to looking after customers all the way from bottom to top with our CEO Greg at the front line. Do feel free to drop me a line too if I can help.

[Toooldtoworry]

Oh god I've been switched from Shell and they aren't picking up my electricity smart meter.

[jadebz10]

I know this post was from a few weeks ago but thought I would add how stressed I am getting with Octopus. I was with Octopus at my previous property, no problems. We moved on 19th Jan to a new property who were with Shell. I had filled in the form to move to Octopus the week before our completion date as I knew I wanted to stay with Octopus. They said it would be March when everything moves over as they are buying Shell. March came, nothing. I chased and chased. In fairness to them, they have emailed me back every time. But they stopped taking direct debits so I did manual payments, our new house wasn't on my online account at all but I was told to add meter readings so I did. I then got a letter with my new account on so I emailed them straight away asking for them to add the house to our account. This week all my info has disappeared, my credit, my metre readings and apparently there's no property on my account. I've escalated it to complaints and Greg. 34 emails I've sent them about this issue. It's getting beyond a joke and I keep telling them I'm concerned im going to end up with a large bill as all of these meter readings ive submitted haven't been charged for yet!

I hope you get sorted. I get how frustrating it is!