Octopus epic fail

[Joeboy]

Smet2 stopped outputting on i think the 19th Feb 21. Had a comms unit change out end of May and this morning an 'engineer' has been to the house to pull the main fuse for a power cycle. Oh look the meter continues to not work.

Drove off with a vague statement of trying to get back later this afternoon to change out the meter itself if he cleared his other jobs for today. 9 months of incompetence and miscommunication with a large does of apathy and passing the buck.

He did say that the IV postcode all the way over to Skye has 1 engineer who lives in Nairn and is a full two years behind on his work. Was that meant to make me feel better, not sure. Nice lad though, just working within a bullshit system.

[nowty]

When you said previously Octopus thought just a power cycle would fix it, I thought, surely as its been such a long drawn out affair, with complicated multiple failures along the way, it would be more efficient just to replace the meter.

Or at least he should have been in a position to replace the meter there and then if a simple power cycle did not work.

[Stinsy]

When I had problems with Octopus I found writing an email to Greg fixed in a few hours what the CS team had otherwise been unable/unwilling to fix for many months.

I also found the telephone customer service to be much better than the email customer service.

[Joeboy]

When you said previously Octopus thought just a power cycle would fix it, I thought, surely as its been such a long drawn out affair, with complicated multiple failures along the way, it would be more efficient just to replace the meter.

Or at least he should have been in a position to replace the meter there and then if a simple power cycle did not work.

I tried to line that simple cascade of events up a few weeks ago but they weren't having any of it. I've enjoyed the morning venting on kindling with my hand axe.

[Joeboy]

When I had problems with Octopus I found writing an email to Greg fixed in a few hours what the CS team had otherwise been unable/unwilling to fix for many months.

I also found the telephone customer service to be much better than the email customer service.

Thanks, been there, done that. I'm also a live customer complaint....

[Joeboy]

Heard back from Octopus. After the highly technical pulling of the house main fuse. 10 min wait. Reboot and the meter continuing to be not working we are now booked in for 31st January 22 for a meter change out. That will be 9 days off of a full year since it went tits up. Aye, if the new one works. On the other hand.... Nope it's s**t all the way.

[nowty]

Well British Gas are supposed to be turning up tomorrow to fit my Smart gas meter after not turning up last week. They phoned me to tell me I would get compensation, £30 I believe, but my account now says I owe them £14 and I have to pay by 6th Dec. Well they do have 10 working days to credit me so they have till next week, otherwise they will owe me another £30. But I am also owed nearly £300 credit balance when PFP Energy went bust early September, not seen any of that yet either.

[Joeboy]

Well British Gas are supposed to be turning up tomorrow to fit my Smart gas meter after not turning up last week. They phoned me to tell me I would get compensation, £30 I believe, but my account now says I owe them £14 and I have to pay by 6th Dec. Well they do have 10 working days to credit me so they have till next week, otherwise they will owe me another £30. But I am also owed nearly £300 credit balance when PFP Energy went bust early September, not seen any of that yet either.

A good aspect of email. Not having to hang on the phone. Best of luck today.

[Oliver90owner]

Possibly it’s not actually Octopus at fault.

Smart meters are fitted by a third party company (who likely only get paid for installing new smart meters to dwellings that previously didn’t have one). No real incentive to repair already installed meters and no penalties (to be made to the customer) when things don’t get done.

[Joeboy]

Possibly it’s not actually Octopus at fault.

Smart meters are fitted by a third party company (who likely only get paid for installing new smart meters to dwellings that previously didn’t have one). No real incentive to repair already installed meters and no penalties (to be made to the customer) when things don’t get done.

This has been my thought last couple of days. In saying that, it will cost Octopus in compensation which is never great for a business. I am amazed that they don't have their own meter installation teams. Can only assume it's a legislation issue?