Smart meter malfunctioning
A-C625D77B
In April 2021 I had a smart meter installed by Octopus and most of the time since then, the meter has not been submitting readings. This has happened four times so far and each time it takes months for Octopus to reboot the communications hub which temporarily resolves the issue. This time it’s been two and a half months without readings and despite multiple emails and phone calls, nothing has happened. I am sure they are understaffed and their workers are underpaid and overburdened.
I admit defeat and I’m not chasing up anymore.
Ioannis
Reply from Octopus Energy
Hi Ioannis,
My name's Cam and I'm one of the Team Leaders here at Octopus Energy.
I'd like to apologise for the problems you've been having with your meter that seems to be recurring and I can understand the frustration of it recurring with the tariff you being on requiring those smart readings being sent to us. I can see Emily (who is on my team) has been dealing with this for quite some time and is providing regular updates over the past few weeks as she works on fixing the issue, she herself isn't a metering team member so has limited powers in this area but is working alongside the smart metering team.
There can be such a variance in the amount of time a smart meter takes to fix, solely coming down to what's wrong with the meter, it can take 24 hours, or months depending on the issues, and if we need t physically attend the property to resolve the issue etc. Unfortunately yours is seemingly the latter, I will get in touch with Emily to provide any support she needs to try and fast track this for yourself.
I'd like to explain that pay and staff hasn't affected this issue, it's just seemingly the complexity of your specific issue that is just taking a lot longer than we'd like to resolve.
I apologise for the inconvenience and don't hesitate to get back in touch should you choose to further discuss this or raise another query.
Kind regards,
Cameron
Team Leader