camelot-forum.co.uk

After 18 months of waiting and periodic emails to Octopus customer service, the Mrs finally ran out of patience and rang Octopus. We now have an install date for a smart meter so will be able to charge the house batteries/charge the PHEV/time shift appropriate loads via the GO Faster tariff.

It seems that Octopus likes to deal with email enquiries with zero-effort, copy-paste responses, if you want something done, call them!

Octopus used to have a policy of an email reply within 2 or 3 hours to avoid you needing to phone them and in the early days they certainly did that. But I sent an email to them on behalf of my fathers new account with them and its been a couple of weeks and I don't think a reply is coming.

While we did get our emails replied to, we just got BS “because COVID” responses. A conversation with a real person uncovered the fact that we’d fallen between the cracks and was quickly resolved. I wonder how long ago the issue would have been resolved if the people manning the email had actually bothered looking into the issue?

We requested a smart meter from Octopus 18 months ago but because of covid we didnt bother chaseing them. On Monday evening I emailed asking for an update for installation. Yesterday morning (Tuesday) I received an email from Octopus asking me to call them after 4pm today to book an installation date which I did. Installation for our new smart meter will be carried out tomorrow (Thursday). Mind you in might not work as we live out in the sticks...

Well at 10 this morning a very polite young Octopus smart meter installer arrived and just over an hour later we had our smart meter up and running. It will take about 2 weeks before we can be moved to the Octopus "GO" tariff which I hope will enable us to charge our battery during the winter months at the 5p rate during the night.