Blatman Posted October 2, 2023 Share Posted October 2, 2023 If you've made reasonable efforts and gone through their resolution process, get the ombusdman involved. If you haven't raised a formal complaint with Octopus, do so. As for energy suppliers, all I can offer is to avoid EON. I won't bore you all with why, just steer clear. 1 Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 2, 2023 Author Share Posted October 2, 2023 I'll give them till the end of the week and then proceed further, all we are up to now is emails to customer support, some they have answered in fairly quick time ( less than 24 hours) , was only when I quizzed them further did the responses stop arriving. Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 3, 2023 Author Share Posted October 3, 2023 Small update, an email arrived this morning - about time... "Thanks for getting in touch, and sorry you're waiting on us. We're dealing with an unusually large number of customer requests right now, so it's taken longer than we'd like to get back to you. We've received your reply and our team are working towards it. We'll get back to you as soon as possible." That was all it said, no name at bottom of who wrote that or anything, No Hello Richard just those words. I never sent a reply, I sent a question ( actually many) that you haven't replied to...! Geez who wrote that. Quote Link to comment Share on other sites More sharing options...
Stuart Davis AO - Devon Cornwall & Somerset Posted October 3, 2023 Share Posted October 3, 2023 7 minutes ago, Richard (OldStager) said: Small update, an email arrived this morning - about time... "Thanks for getting in touch, and sorry you're waiting on us. We're dealing with an unusually large number of customer requests right now, so it's taken longer than we'd like to get back to you. We've received your reply and our team are working towards it. We'll get back to you as soon as possible." That was all it said, no name at bottom of who wrote that or anything, No Hello Richard just those words. I never sent a reply, I sent a question ( actually many) that you haven't replied to...! Geez who wrote that. That’s just an automated reply, hopefully you will get a proper answer soon. Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 3, 2023 Author Share Posted October 3, 2023 It was Stuart yes, I just expected a better presented email than just two sentences on an otherwise blank page. Ages ago I asked a question and it had a logo header, footer and was well laid out, this morning was nothing like that. Came as a shock to me for a major player in the UK energy market that was all. Mind you, I should be grateful that they acknowledged my questions in the first place, i guess. Sounds like they need more staff . Quote Link to comment Share on other sites More sharing options...
Stuart Posted October 3, 2023 Share Posted October 3, 2023 From what I read Octopus' rapid growth is giving them some CS issues. A permanent "we're busy just now" auto reply would seem to support that. I triggered our switch to Fuse this morning. Currently their CS dept replies almost instantaneously! 1 Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 3, 2023 Author Share Posted October 3, 2023 2 minutes ago, Stuart said: From what I read Octopus' rapid growth is giving them some CS issues. A permanent "we're busy just now" auto reply would seem to support that. I triggered our switch to Fuse this morning. Currently their CS dept replies almost instantaneously! I maybe following you if this drags on, I already have my own demons to battle, I don't need the added pressure of a company that has it's own issues too. Quote Link to comment Share on other sites More sharing options...
corsechris Posted October 3, 2023 Share Posted October 3, 2023 Been with Octopus 3 years now I think. Had many issues with the meter when I switched and at one stage I got proper grumpy on their forum….and the CTO picked it up and worked on it directly. This provided a solution for a while, but once winter arrived again the comms went off again so eventually(!) persuaded them to install a comms module with an external antenna. It’s been perfect since. They may take a while, but they do listen and they do help. On their ‘Go’ tariff btw, works well with solarPV & the Powerwall 1 Quote Link to comment Share on other sites More sharing options...
Stuart Davis AO - Devon Cornwall & Somerset Posted October 3, 2023 Share Posted October 3, 2023 5 minutes ago, corsechris said: Been with Octopus 3 years now I think. Had many issues with the meter when I switched and at one stage I got proper grumpy on their forum….and the CTO picked it up and worked on it directly. This provided a solution for a while, but once winter arrived again the comms went off again so eventually(!) persuaded them to install a comms module with an external antenna. It’s been perfect since. They may take a while, but they do listen and they do help. On their ‘Go’ tariff btw, works well with solarPV & the Powerwall My only problem is that the walls of our house are too think (300 year + stone jobby) so our gas ‘Smart meter’ doesn’t connect and I still have to upload readings manually. Easy enough with the app but would be good if they did extenders. Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 3, 2023 Author Share Posted October 3, 2023 I have resisted with these Smart meters, as the early versions did not "chat" with a new supplier should you change after it's fitted, that is the only reason. So are these OK these days and do I get one. I said on the post yesterday no thanks to one, but happy to have my mind changed. Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 3, 2023 Author Share Posted October 3, 2023 11 minutes ago, Stuart Davis (fatblokestu) AO- Devon & Somerset said: My only problem is that the walls of our house are too think (300 year + stone jobby) so our gas ‘Smart meter’ doesn’t connect and I still have to upload readings manually. Easy enough with the app but would be good if they did extenders. Can you not do what Chris above has done, sounds like it cured the problem Quote Link to comment Share on other sites More sharing options...
corsechris Posted October 3, 2023 Share Posted October 3, 2023 I was absolutely certain the issues with my meter were comms related, but they have their ‘processes’, like all businesses, and insist on going through them. Plus, replacing an already recently installed meter is expensive do they simply don’t want to if they can avoid it. A friend has a comms issue between gas and electricity meters….and they are in the same cupboard.. Quote Link to comment Share on other sites More sharing options...
Richard (OldStager) Posted October 3, 2023 Author Share Posted October 3, 2023 It sounds like the answer to my question above is a firm no then at the moment. My electric meter is midships in the house, not that far from the street, but I don't know where or what they talk to, as i haven't looked into it at all. Quote Link to comment Share on other sites More sharing options...
Stuart Posted October 3, 2023 Share Posted October 3, 2023 BG have had my arm up my back to have a smart meter fitted. Badgering me regularly about it. And if they're that desperate for me to have one then I reckon it has to be for their benefit not mine...... 1 Quote Link to comment Share on other sites More sharing options...
Stuart Davis AO - Devon Cornwall & Somerset Posted October 3, 2023 Share Posted October 3, 2023 8 minutes ago, Richard (OldStager) said: It sounds like the answer to my question above is a firm no then at the moment. My electric meter is midships in the house, not that far from the street, but I don't know where or what they talk to, as i haven't looked into it at all. I have no issues with smart meters, I just wish the gas would connect. Having the electricity meter connected is a big bonus I think, much more convenient. The little smart meter readout allowed me to see which appliances were using most electricity so I’ve saved a lot from that. For instance, I had no idea our upstairs shower uses around 10kwh, so until we can get that changed we largely use the downstairs shower which uses a lot less. I see a lot of conspiracy theory type comments on another forum I frequent, along the lines that the only people to benefit are the energy companies etc but I don’t see it that way. 1 Quote Link to comment Share on other sites More sharing options...
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