Power payments could be sophisticated. That’s why we do all we will to make them so simple as attainable, based mostly in your suggestions and recommendations.
Earlier than we get began, it is value testing our annotated assertion information. This helpful information breaks down your assertion part by part, explaining every part on there!
In case you’ve obtained questions, we’ve obtained your again. Right here’s a deep dive into a few of our prospects’ commonest statement-based queries:
When can we ship your statements?
We don’t like sending you estimated payments, since you ought to solely should pay for the vitality you’ve actually used. You probably have a sensible meter we will connect with, we’ll get your readings robotically and ship you a invoice each month.
You probably have a standard (non-smart) meter, ship us your meter readings and we’ll ship you an up-to-date assertion inside a couple of days. In case you want a hand taking meter readings, head to our bumper information to meter readings. We’ll ship you a reminder each month, and we’ll solely estimate your utilization if we don’t obtain a studying for greater than three months.
Why does my assertion present a cost for simply fuel or electrical energy, however not each?
There are a couple of causes you may obtain a single gasoline assertion:
- In case you’re a brand new buyer, we would nonetheless be ready in your meter data and shutting ‘handover’ meter readings out of your outdated provider
We are able to’t create your first invoice till we’ve agreed a handover meter studying along with your outdated provider. This course of can take as much as six weeks.
The business means of agreeing these ‘handover’ readings is completely different for electrical energy and fuel, which could imply we get your fuel studying earlier than your electrical energy studying, or electrical energy earlier than fuel. We’ll ship you a invoice for only one whereas we look forward to the opposite studying.
- In case you gave us a meter studying that didn’t look fairly proper
If we predict the fuel studying you gave us didn’t look proper, we’ll ship you a invoice in your electrical energy solely (or vice versa) whereas we examine.
Within the meantime, you will discover a report of all of the meter readings you’ve beforehand submitted in your account dashboard, within the part with details about your property, meter, and tariffs.
You may as well ship a photograph of your meter to hey@octoenergy.com so we will examine for you. To obtain a brand new invoice, you’ll be able to submit one other meter studying.
- We’re having bother connecting to one in all your good meters
Every so often we might cease taking automated readings out of your good meter because of issues with the good community. You probably have a sensible meter and your assertion solely reveals a cost for one gasoline, or you haven’t obtained an announcement for some time, get in contact and one in all our vitality specialists will look into it.
Why has a cost been credited to my account?
- We have recalculated some earlier costs
Generally you will see ‘reversed account cost’ below the ‘We now have credited you’ part on the primary web page of your assertion.
This might imply we’ve found a difficulty with a previous invoice (for instance, if we billed you to an incorrectly submitted studying) and we have to recalculate to ensure all of your costs are right. To try this, we have to eliminate the wrong costs, and credit score your account so we’re again to sq. one. Then, we’ll add the right costs, getting your account up-to-date.
- It is also attainable that we would overestimated your vitality consumption on a earlier invoice, and credited the distinction again to you while you despatched a meter studying.
In case you haven’t submitted a meter studying shortly, we create your vitality payments based mostly on estimates of how a lot energy you’ve got used. When you give us a brand new studying, it’d prove we’ve been overestimating your utilization. On this case your cost will find yourself being decrease than we anticipated and your account will likely be credited with the distinction.
You’ll be able to examine this by evaluating the meter readings sections in your most up-to-date statements. In case you examine the final assertion you obtained earlier than you despatched in new meter readings, it’s going to say ‘estimated’ subsequent to the studying that invoice was based mostly on. In case you then examine that to your more moderen assertion (obtained after you despatched in new readings) and the studying now not says ‘estimated’ subsequent to it, and the determine is decrease – then that is the rationale you’ve been credited!
If one thing doesn’t look proper otherwise you’re undecided why you’ve got been credited, simply get in contact and our workforce will allow you to out.
Why is there may be an unexpectedly excessive cost on my assertion?
There are a couple of causes this could occur:
- You may’ve submitted an incorrect meter studying by mistake
We all know taking meter readings could be a bit fiddly, so we’ve put collectively a information. In case you see an sudden cost in your invoice, it’s attainable the studying you gave was a digit too lengthy, or too quick.
The answer right here is straightforward: simply examine that the studying in your meter matches the studying in your assertion (head to the second web page of your PDF assertion to see the meter readings we used).
If it appears like your studying was off by a digit or two, don’t fear! Simply submit one other studying as regular, and we’ll create a brand new invoice, sometimes inside 48 hours.
We’ve obtained helpful guides for taking meter readings, no matter sort of meter you have got. Don’t fear about together with any numbers in pink, or any numbers after the decimal level.
- We’ve had to make use of estimates to create your payments, they usually weren’t according to your actual vitality consumption
We want creating your statements based mostly in your actual meter readings, as a result of they’re extra correct. That’s why we make it tremendous straightforward to submit meter readings by your on-line account, ship you a reminder each month, and ship you an announcement each time you submit a meter studying.
If we don’t get actual readings from you for 3 months, we’ll create your invoice based mostly on an estimated meter studying. We create them utilizing one of the best data we’ve to go on, like your property’s historic meter readings.
You’ll discover the meter readings on the second web page of your PDF assertion. If we created your invoice utilizing an estimate of your vitality use, it’ll say “Estimated”. If we used an actual meter studying you gave us, it’ll say “Buyer learn”.
If the estimate we used wasn’t fairly proper, it will probably trigger a couple of completely different billing points:
If we used an estimated studying that was increased than your actual vitality consumption
In case you see a excessive cost in your account based mostly on an estimated studying, and also you don’t suppose it’s fairly proper, the answer is tremendous straightforward. Simply submit a meter studying (or e-mail us a photograph of your meter) and we will test it out and create a brand new invoice based mostly in your actual vitality consumption, sometimes inside 48 hours.
In case you’ve been billed utilizing estimated readings that had been decrease than your actual vitality consumption up to now
In case you’ve simply submitted a meter studying for the primary time shortly and obtained a excessive cost in your latest invoice, you might need been utilizing extra vitality than we’d been predicting on earlier estimated payments. If we’ve been estimating your payments with low vitality consumption estimates for some time, it will probably imply you’ll get the next cost while you do ultimately ship us actual meter readings and produce your account updated.
Alternatively, for those who’ve beforehand been billed to an estimated studying after which ship us a brand new studying, there’s an opportunity your cost will find yourself being increased than anticipated (for those who’ve used extra vitality than we predicted). This often signifies that you’re now being billed accurately, but when one thing appears flawed, please tell us.
Submitting common meter readings is so necessary as a result of it ensures your account costs are at all times updated and correct, which means you’ll by no means get shock payments. You’ll be able to at all times submit a meter studying in your Octopus account.
- You’re simply utilizing extra vitality than traditional
Have a take into consideration something that may’ve modified your family’s vitality utilization just lately. Spending extra time at residence? Obtained a brand new roommate? Or possibly, it’s simply the time of yr – in winter, your payments are more likely to be increased for those who’re utilizing the heating extra usually.
We’ve obtained a helpful video and written information for fast and straightforward methods to save lots of vitality (and money, and carbon!) round your private home.
- Your meter is defective
It’s extraordinarily uncommon to have a defective meter, however for those who’re involved that your meter isn’t recording your vitality consumption accurately, simply get in contact. We are able to examine what’s occurring, and we’ll be sure that you’re by no means overcharged because of a defective meter.
- We might have made a mistake in our calculations
Though extraordinarily, extraordinarily uncommon, there’s a minuscule probability that we would made an error in our calculations. In case you’ve been by the record above and dominated out these different choices, then it is best to get in contact so we will take a look into it for you.
How do I refer buddies to Octopus and when will I get my credit score reward?
Nice information! As soon as you might be an Octopus buyer, each time you suggest a good friend to Octopus you’ll each obtain £50! Bear in mind, to share £100 with buddies who sign-up they have to accomplish that utilizing your referral hyperlink (which you will discover in your on-line account). The credit score will likely be added inside 10 days of your first Direct Debit fee showing in your account. It can seem in your subsequent assertion as a £50 “Referral credit score”. You could find out extra in our referrals weblog!
Why are the unit charges on my assertion completely different from the charges I used to be quoted?
The unit charges on the precise hand facet of your invoice don’t embody VAT (that is added on after we calculate your costs).
We at all times embody VAT in our quotes to ensure you by no means encounter any hidden costs. You could find your present costs alongside different details about your tariffs in your on-line account dashboard.
Why aren’t the dates of my costs in chronological order?
This might be as a result of we’ve stuffed a niche in your billing. Very sometimes, we encounter an error that doesn’t permit us to invoice for a time period. As soon as we’ve sorted it out, we’ll invoice your account in your full consumption as rapidly as attainable, and allow you to know in your new assertion. If you want extra data on why this has occurred, please get in contact and we’ll be completely satisfied to assist.
It has been a short while since I’ve obtained an announcement, what ought to I do?
Somewhat than sending month-to-month statements, we create your statements based mostly in your meter readings. Simply submit a studying and you will get a invoice, typically inside 48 hours. In case you haven’t obtained a invoice for a while, attempt submitting a meter studying on-line and we’ll generate one for you.
You probably have a sensible meter we’re related to, we’ll ship you a invoice robotically every month in your chosen day.
You probably have a related good meter, otherwise you’ve submitted a studying, however nonetheless haven’t obtained your invoice, please get in contact and we’ll look into it.
What does ‘estimated annual consumption’ imply?
Your estimated annual consumption is calculated by taking each meter studying out of your property and understanding your common utilization over the course of a yr.
This may differ barely out of your precise utilization (it’s a mean, in any case) however it’s based mostly in your readings. We use this determine to foretell how a lot you have to be paying by direct debit, with the intention of increase credit score in the summertime to cowl increased utilization over the winter.
What are ‘unit charges and fuel measurements’?
Electrical energy is at all times measured in kilowatt hours (kWh), and fuel in 100s of ft3 for older meters, and meters cubed (m3) for newer meters.
We at all times invoice and quote for each electrical energy and fuel in kWh, because of this we should convert fuel into kWh with a view to cost you in your utilization. Your vitality utilization is calculated out of your fuel consumption utilizing an ordinary business components: Unit Consumed (Cubic Meters) x Quantity Correction (for temperature & stress) x Calorific Worth (vitality in every m³ of fuel) ÷ 3.6 (convert from joules) – Utilization (in kWh).
You probably have any questions that haven’t been lined right here, don’t hesitate to get in contact!
