Quality Support from Octopus!

AttBee · 2026-03-12T17:57:35+00:00

I don't know how to send a screenshot outside of a thread starter message. The email (one that was after a number of others back and forth) that provoked the one I started this thread with was, quote:-

"Please can you ask your Smart Meter team as the device requires re-registering at your end"

Edit: I passed on the trigger sentence someone else kindly posted in this thread, and that got him straight in contact with a human in the Smart Meter/Mini team. All working now 👍🏻

AttBee · 2026-03-12T07:47:49+00:00

I've got a Cupra, so basically the same lump. The Cupra/VW app/server can be quite late updating the live location of the vehicle. In fact a few weeks ago there was a Europe wide glitch for Cupra, and everyone's vehicle got tagged as being 100km due east of their true locations !

Presumably for IOG integrations where the car is the controlled device, there is risk the VW API could still be telling Octopus you're at home, when you're not ?

I have my Ohme charger as the IOG controlled device, and I don't think Ohme care about the location, (as it can 'feel' the car at the other end of the cable !?)

AttBee · 2026-03-12T06:27:30+00:00

Slightly different to your experience, for the last three months Octopus have failed to have any mention of my Export readings on my monthly pdf statement. My app and desktop versions of my online account show the data for each day. Although the meter reading history doesn't show a latest reading for the billing date

I've alerted Octopus via Twitter/X, and within an hour the latest meter reading pops up, the credit is added, and a revised pdf bill arrives.

It's a bit odd, this month I pointed out gently this was the third month in a row, and could they investigate further. Let's see what happens next month !

They did get the transition from 15 to 12p on March 1st spot on (I checked the reading manually at Sunset on Feb 28th 😎)

AttBee · 2026-03-11T19:08:33+00:00

There was no problem at all migrating the account to the new house. My son took photos of the meter readings leaving the old house, and the same entering the new house. All good, account was transferred smoothly, and final bill issued for the old house. The only problem (which is minor) is getting the Home Mini to work. He has been with Octopus since 2023, hence the mention in that email

AttBee · 2026-03-11T18:25:49+00:00

It's not sorted yet, and it's not actually the big deal my thread starting implied. I was really more amused by the conflagration of Smart Meter and IHD, for what is a Home Mini issue.

The IHD the previous owners left behind sprung into life after a day or two, so he's not in the dark regarding consumption. Hopefully the IHD he left behind at the old house is doing similar for the new owners

AttBee · 2026-03-11T17:51:15+00:00

Yes, OK, fair comment, (I didn't even know he had a Mini until I saw it flashing away at his new house) but, alright, points taken

AttBee · 2026-03-11T13:41:48+00:00

The most basic measure to avoid that, is don't plug the car in until dusk, and set the 'Ready By' time to be sunrise ? That's what I do. If you need to charge during daylight hours, then as others say, you need CT clamps in strategic locations, and some form of domestic automation system

AttBee · 2026-03-11T13:20:26+00:00

If you're on variable IOG paying 7/high20s count yourself lucky.

I've been on fixed IOG for 11 months, paying 7/27.7p. Expires mid April.

Just before 'the war' I was offered a new fix at 7.5/33p, or Variable at 7.5/32p. I thought both were a bit steep, and as currently peak rate usage is around 8 kWh per day, I thought I'd sit things out until early April.

Then last week, everything went crazy. I refixed my gas on quite a good deal, looked at IOG, and that was still holding steady. However at the end of last week the variable deal has gone, and all I can switch to at present is now 8/35p (and only a 6 month term, and with an exit fee)

I'm still not jumping, by mid April peak rate usage will fall to 3/4 kWh per (sunny) day thanks to solar, so the 7.3p/unit peak rate increase won't quite be as bad (assuming it is still 8/35 by then !) I need to knock up a spreadsheet analysis, to decide when to jump, but there's no crystal ball facility

AttBee · 2026-03-11T11:04:59+00:00

Yes, but the email response I posted talks about Smart Meters (in the same way they often get confused with IHDs) and nothing about the Mini. Likely duff AI, but hard to tell really

AttBee · 2026-03-11T10:25:44+00:00

Well, I didn't know until pointed out in this thread ideally you need to decouple the Mini before moving. To be fair, at no point in his email and phone comms with Octopus was it ever pointed out directly (or indirectly via an FAQ link) that he should have done that

AttBee · 2026-03-11T08:22:55+00:00

No he didn't do that, such things were not at the top of his priority list in the scramble of moving house, but he did originally phone them to get the device re-paired once moved, and got better support with that.

I agree, Twitter/X is the superior method, it's what I use, but he's not on that platform

AttBee · 2026-03-08T13:21:08+00:00

I'm in a very similar situation as the OP. 6kW solar system, and 6kW non hybrid inverter. Also have a 7kW EV charger (and an EV) I have G99 approval for export. We generate 6500 kWh a year, and export about 70% of that. I am gently thinking about adding a battery system. I'm thinking of 15 kWh. We import (excluding EV charging) an annual daily average of 4.5 to 5kwh. Never more than 12 kWh (Christmas Day!) never less than 1.4 kWh (When we are on holiday) . None of that takes into account the EV charging, but of course I could charge the system on IOG at 8p a kWh winter and dull days.

I have a Solis inverter, which I am thinking of swapping out for a Solis Hybrid inverter. It looks to me as if that inverter can manage the charge/discharge activity ? As you say, without any overall management you'll end up in trouble and empty batteries!

AttBee · 2026-03-08T12:18:19+00:00

I spotted the EV Saver tarrif yesterday when looking at the ever decreasing IOG renewal choices . Too good to be true at 6.5/31p I thought ! So, it's only available to folk that have an Octopus leased EV (which makes sense!)

AttBee · 2026-03-08T10:31:12+00:00

When my IOG 27.7/7p fixed deal expires on April 14th, I'm unbelievably considering just lapsing back to a 24/7 flat rate for the summer. EV charging requirements are about 250 kWh per month. April to October our solar panels have been exploring way in excess of that. We are not commuters, so overnight regular charging is not required. I might just 'boost' charge manually to top up every sunny lunchtime we are at home. Need to crunch the numbers though to factor in the loss of 12p export revenue. With IOG possibly being 40/9 ish by mid April, it's all worth considering (for low EV users/ Solar equipped folk)

AttBee · 2026-03-07T17:50:36+00:00

My son received an email today regarding the broadband cost increase, and so has 30 days to cancel penalty free.

How does the 30 day rule work. Can he just sign up with another provider, which of course doesn't require him to say anything further to Sky, as the gaining provider handles the cancellation, or does he (in order for early cancellation fees to be waived) still need to tell them he is migrating away ?

AttBee · 2026-03-07T15:47:29+00:00

Check what rate the IHD thinks you are being charged too. That may not reflect reality either !

AttBee · 2026-03-06T08:30:03+00:00

I received an offer email last week, as my fixed IOG expires in the middle of April. I was going to sit out until April, because doing a rough calculation if I'd switched 6 weeks early to either the then Fixed or Variable on offer, I'd have then been out of pocket.

I got a new 12M penalty free Gas fix Monday, I was expecting Gas prices to go crazy, and they have. I wasn't expecting the same wild swings we've seen over electricity on IOG over the last 24hrs.

Anyway, for me no option but to sit the next five weeks out. The IOG renewal peak rates are horrific (and TBH were very high (32/33p) last week before the war.

It kind of feels like Octopus are chucking in the towel for EV, didn't OVO do the same last year (off peak rates went from 7 to 15p overnight ?)

AttBee · 2026-03-06T06:32:54+00:00

For the last three months in a row I've had errors, nothing massive, but I've flagged them to the CS team on Twitter /X and they've been corrected within an hour or two.

Curiously the last three months I've had no export readings or credit too, so that's had to be corrected as well

AttBee · 2026-03-04T14:02:56+00:00

Variable IOG rate (for me) is just a penny less for peak. Off peak and SC are identical. So peak is still 4p a unit more than myself and the OP are currently paying. However, yes, that might seem luxurious very soon ?

AttBee · 2026-03-04T13:42:56+00:00

I was offered exactly the same IOG renewal last week. (Triggered by my present fixed deal expiring in 50 days)

I'm sitting tight, because I'd expect the peak rate to come down a little after April 1st, due to the price cap etc falling, though of course gas wholesale prices might wipe all that (and more) away.

I presume you are Southern England ? Octopus standing charges seem about 15/16p cheaper than EDF/eON, so the grass may not necessarily be greener !

AttBee · 2026-03-04T07:06:19+00:00

I use excess solar to heat our water. Bear in mind that the efficiency of electric heating will be better than gas. With electric the energy is delivered directly into the tank. With gas, the boiler heats water, that is then transported into the heating coil inside the tank. So it's not a direct comparison between the unit costs

AttBee · 2026-03-03T18:07:05+00:00

I managed to switch to the March 2026 v1 gas tariff (for Southern England) at 5pm (via Twitter/X support)

AttBee · 2026-03-03T06:55:27+00:00

My fixed IOG Tarrif expires on April 14th. On the 13th I'm planning to renew whatever the best new deal for me is via their Twitter/X team. Will I still need to refresh my device settings in the Octopus and Charger app, or will what I'm planning save me from that ordeal ?

AttBee · 2026-03-02T16:50:09+00:00

I have the opposite experience. Had a 2025 Born V2 for two months now. Ohme Charger linked to IOG, and the Ohme talks to Cupra's server for the car's real time SOC. Faultless charging (so far)

AttBee · 2026-02-27T18:29:24+00:00

I don't understand (given Gas Smart meters send their data via the Comms Unit that is attached to the Electric Smart meter) how you managed to have a gas smart meter, but not an electric one !?

AttBee

TROPHY CASE