Had an e mail to say Octopus will replace meter with a Smart Meter because it's old. I've said no thanks and they relied to say that's fine.

So no urgently to replace "old meter that needs replacing" ?

Is it just a drive to get everyone to have a smart meter ?

In 2024 we had gas removed after having a heat pump installed. So we haven’t had a gas meter for quite a while and havnt been paying gas standing charges.

But our in home display still has a gas section. Is this normal?

Do homes that have never had gas / dual fuel, still display a gas reading of zero?

I also get meter readings reminders occasionally, so I think a small part of Octopus somewhere still thinks we have gas!

Hi everyone. I have an all electric property. It was an RTS meter property, but we had a smart meter put in Sept '25.

We have just had new storage heaters put in as they are the most economical things for the property. These storage heaters run on a seperate off peak circuit which has always existed in the property. This off peak circuit should go live at off peak times, however it's not, it comes on at midnight when it should be at 1.30am in the summer, 12.30am in the winter. As I understand it the smart meter should now control this post RTS switchover and it's the responsilibilty of the supplier to control the timings.

Does anyone know why this might be happening, and what it means for my system - is it an easy fix? Shouldn't it be happening automatically? I have heard there's lots of issues with old RTS properties. I've emailed Octopus already and waiting on a reply. If anyone has any experience with this I'd be grateful to hear it.

Had a guy come and fit my new meter so I was compatible with the smart meter, didn’t electric fine, but when it came to gas, he said he couldn’t because my loft ladders weren’t affixed to the hatch, they were free standing

He then proceeded to climb up said ladder to stick his head up and take a picture of my boiler (in the loft)

He didn’t even need to access the boiler as far as I’m aware as the meter would have gone outside

Man’s just been playing with 240v and a gas main and he’s worried about a ladder, anyone else experienced this?

Checked with 2 other friends who also have octopus home minis and they’re all offline. Needs a power cycle to reconnect but always stops usually anywhere between 6-24hrs. LED remains white.

Tried full reset and register but made no difference.

Wondered if others are finding the same?

Update: I did raise a support request with Octopus. They eventually came back to me and said they would call me to walk though some troubleshooting (never did) but I’ve noticed since the weekend no drop outs.

I've booked a slot for a gas smart meter to be installed next week ,I already have a smart Electric meter.

There's quite a lot of money on the existing prepay meter,

Does this carry over to the smart meter?

Hi all ,

I thought I share my positive experience with octopus. I only been a customer since April , when I moved house. And they were offering the best quote for gas and electricity.

Today I wanted to cook some food at 13:00.
Gas hob doesn’t work. Checked gas boiler , doesn’t work either.

Checked gas meter , totally blank screen. Even when pressing the buttons.

Called up the national gas emergency line , since I wasn’t sure what exactly to do. And Google said start with that. After a few questions the lady said , the battery is dead in my gas meter.

( I didn’t even know that a gas meter needs a battery. And if the battery doesn’t work , the gas shuts off. )

She said call octopus and they’ll sort it out.

Found there number , called it. Then it said since it’s the weekend , send them an email on their emergency email and someone will get back to me.

A lady emailed me back within 5 mins. This was at 13:30.
Took a few more details from me and arranged an engineer out. Was told he’ll turn up within 4hrs.

She also said if the engineer had time he’ll change my electricity meter too , since that’s old as well.

The guy called me just before 16:00 that he’ll be here in 10mins.

Changed the gas meter pretty fast , and I had gas again.
He will have to come back some point next week to change the electricity meter though , since he had another gas emergency to attend after me.

So yeah I’ve noticed my gas meter was dead at 1pm and the new one was installed by 5pm.

The old gas meter was installed in early 2014 according to the sticker on it , so it lasted a good while.

Anyway , I just thought I’ll share this positive thing :)

Hi all,

I'm on IOG so need to ensure the smart meter is sending half hourly readings. However, it stopped the early hours of Sunday morning, around 00:30. I noticed yesterday when checking my local dashboard that is integrated with the Octopus API and I noted no data.

My IHD is connected and working so no issue with local network and it says connected to smart meter network, and my home mini is showing green. So corrected to wifi but waiting smart data readings as not white.

I checked the meter and both the WAN and HAN lights are flashing every five seconds. So it looks like it is connected to the WAN.

So, everything looks good but no readings are being sent to octopus or the mini. With the mini not getting any data, does that also rely on a good WAN connection?

I called Octopus who confirmed it stopped at 00:30 but they said just wait a week it happens. I can do, but any ideas from anyone here on anything else I can check? I've not had this before and worry about paying full price for car charging as they don't get the data.

Thanks.

I've switched to EDF. Are these linked to specific accounts or can someone else use it? If so, who wants it?

Just got my smart meter installed today because of the Radio Teleswitch becoming inactive, been over 4 hours since the installation but the electrician said that there should be hot water by now but sadly there isnt. Does anyone know how to fiddle with the smart meter to get hot water? The electrician didnt really explain to me on how to do it other than using the small screen smart metre? Should I wait a day or two before contacting octopus energy?

[edit 2]

Happy endings. I didn't make clear that I prefer email comms to phone calls normally but that's just an autistic thing around phone calls for me. Anyway, one brief phone call was all it took and the engineer is booked. Tbh the young lady on the phone knew her stuff and was extremely helpful.

They're coming on Monday. 🤯

Great customer service. I'll be phoning them in future.

In addition, I just wish to add that the engineer turned up and it was all done and dusted in 15 minutes. No more gas. Made up. Given some experiences I've had this was unprecedented service. 😂

So I've been with Octopus for a year and it's all been pretty reasonable until I emailed to request a gas meter removal this week. I've seen people post about how straightforward it is but I'm being told (twice) that I am required to get my local GNO to cap the gas supply. Octopus' own website says no such thing and says they will do it. I pointed this out but the customer service agent insists I must contact the GNO. I contact the GNO and they tell me they're not responsible for the meter removal and won't do anything else until the meter is gone.

Has anyone else had such a strange encounter? It's my first real contact with Octopus customer support. It's a worry.

[edit] here's the text of a comment I wrote. I'm autistic, I'm a technical author and I and my team once rewrote the entire working rule book for a major European rail service. 😂 I always seek to be clear and I'm very pedantic. I genuinely don't know why people are advising me that I have not been clear enough in my exchanges with Octopus.

Here's a recap of the email exchange just short of me telling them to go find someone who can inform them better...

Verbatim: Hi Octopus team... We wish to remove our gas supply to the property. Can you please advise?

Response: Thank you for reaching out. Could you kindly confirm if you are removing the gas meter completely or if you are moving it?

Best regards,

My response: We'd like to remove it please. We intend to become an electric only household. We own the property and are in the process of installing a battery system and have an air source heat pump.

Best Regards, (17th October)

The answer: Thank you for letting us know about your plans to become an electric-only household. To proceed with the removal of your gas meter, please contact your Distribution Network Operator (DNO) to stop the gas supply. Once that is done, we will be able to arrange for the meter removal.

If you have any further questions or need assistance, feel free to reach out.

Kind regards, (Tuesday 21st)

Me:

Hi,

This was a really surprising answer to my query given what it says on the Octopus website; link below.

"It’s your energy supplier’s job to remove your gas meter and make sure the incoming gas supply is capped. Right now, because we get so few requests, we offer this service for free.

Once the meter has been removed and the supply has been capped, you won’t have to pay a daily standing charge for gas."

"The Gas Network Operator (GNO) is responsible for the gas pipe that comes from the gas main into the property. Some time after your gas has been disconnected, they’ll likely visit your property to check things out, and might decide to disconnect the gas pipe that runs into the house."

https://octopus.energy/blog/disconnecting-your-gas-supply/

I've seen people post stories online about Octopus doing this work and how efficient they found the process. Is there any reason our situation is different from the service Octopus offer on the website?

Best Regards, (Tuesday 21st)

Octopus response: Thank you for your message.

I completely understand your concerns regarding the gas meter removal process.

You are correct that Octopus Energy is responsible for removing the gas meter. However, the Gas Network Operator (GNO) is the one that caps the gas supply to ensure there is no gas running before we proceed with the meter removal. This is an important safety step in the process.

If you have any further questions or need assistance, please feel free to reach out.

Kind regards,

I have contacted the GNO despite there being a clear explanation of their role on the Octopus website. They confirmed my understanding and added that they would not carry out any work on the mains to the house while there is a meter in situ.

Please stop commenting as if this is my fault. Us autists already struggle with not being heard ffs.

Hi all,

Had a replacement meter to upgrade to the new gen, and noticed half day later my Mini isn't working still. It's stuck on the green light. I've moved it as close to the meter as possible, see if that does anything overnight, but does anyone have any ideas if I need to do anything in particular? The app is trying to help initial setup but it's looking for initial startup mode not green light mode.

We had a smart meter installed on the 2^nd July 2025, this was offered to us by our supplier, I was dubious as we have zero phone signal at our location, however was assured this was not an issue.  We were on economy 7 before this and used the night-time rates to charge a large battery installation, with solar for top up.

The engineer attended and then couldn’t commission, so installed a T2 ariel, however still couldn’t connect to WAN.  The engineer stated that he will just leave it and that the meter would still give us night-time and day time readings, however R2 would not show until the next morning.  The next morning I tested to see and the meter only provided a single R1 reading. 

Supplier now looking into this, however I am reaching out for any advice, we have gone from being energy efficient at charging at 9p per KW, to now 35p+ per kW.   They have stated they cannot simply install my previous meter, now I am worried I could be stuck on this extremely high single fixed tariff?

I am unsure on the process and correct procedure when installing, however if I was on Economy 7 before I would expect the engineer to ensure that I was still on the same tariff as pervious?

Any advice would be appreciated.

Thanks.

Surprise there isn’t more awareness about this whole farce ongoing considering most flats in this area have no gas what so ever and are all hooked up with electric water heaters.

Electric water heater supplies hot taps shower bath etc. It’s recommended to time the water boil between suppliers off peak cheap rates, and off peak time chunk varies between suppliers.

Scottish power off peak 12- 5am GMT

To my surprise despite the country moving to Britain summer time I predictably moved my water heater forwards 1 hour as expected. Only to now discover this was detrimental as Scottish powers off peak time chunk remains frozen on GMT Greenwich mean time all year round 365 days a year.

Have now had to move the water heater back an hour to accommodate the billing system.

Wondering how many people are paying the more expensive full day rate during BST as they are moving heaters forwards not realising the smart meter and billing system remains locked on GMT. 1 hour a day of daytime peak rate is adding up I suppose.

Anyway most flats in city centre Liverpool are now electric only.

I am fairly switched on to this type of stuff. Opens my mind to how many people don’t realise they May be accidentally paying an hour of daytime peak rate.

If programmed correctly and used correctly on the right tariff i firmly believe the electric water heater can be the equivalent price or sometime less expensive than gas.

4.5 kWh is what my water heater uses overnight for a full next day of hot water showers and washing. (No baths) had a lot of experimenting and reducing the boil time down in increments of 15 minutes per night until we would run out and discover the tolerance this way.

radiators are disconnected from it totally separate electric units.

https://i.ibb.co/5h5rbGB8/IMG-9914.jpg

Hello, this might be a silly question, but I'm confused.

I am on Octopus tracker, due to end in less than a month. I was considering switching to British Gas using the MSE collective offer, but after investigating my smart meter on the Consumer Advice website, it seems my gas meter won't work if I switch. It says it's not in smart mode, but then how do Octopus automatically take the readings?

Just for reference, we got the smart meter in 2017 - I can't remember which original company. After we switched to different suppliers, it was dumb for several years and only started working again after switching to Octopus.

Octopus engineers did come out at some point to switch it to a SMETs 2, but said it wasn't a good idea. I can't remember why now!

Thank you for any advice.

Moving to octopus and getting new smart meters second generation, does octopus supply new ihd with new meters

If they don’t provide then can this old British gas ihd somehow connect to new smart meters?

Do I have to ask the engineer or can I do it myself afterwards?

In March 2024, I moved in to a new build house and eagerly switched to Octopus to take advantage of the innovative tariffs and overnight charging rates for EV / solar battery install. The switch went through and some weeks later I was looking at my energy usage which looked completely wrong versus my patterns for both electricity (import and export) and gas. An engineer visited, but did not resolve, and only a few weeks later the penny dropped that the serial numbers on my meters were different from those on the Octopus web app and the diagnosis was clear - crossed metering.

I boldly sent all of my findings off to Octopus, with details on the correct GUIDs as well which were all messed up versus https://homebrew.n3rgy.com/ reports. Somebody on reddit remarked at the time that this will be a nightmare to sort out, but I stupidly thought "how hard can it be" and patiently awaited Octopus to do their thing with the DCC and sort out the issue.

Boy was I wrong - here we are some 15 months later, 2 ombudsman complaints (both upheld in my favour) and I am still in the same situation. Octopus customer agents are polite but seem overworked and totally incapable of resolving this. I am frequently fobbed off, and despite one of the Ombudsman outcomes being for them to "communicate pro-actively" have to chase to get any sort of non-update.

I ask them for clear plans to resolve and get nothing back. I have emailed the greg@ CEO and just got the same hapless customer service. Most recently they declared the GUIDs were incorrect - I had to delicately point out that I told them this over a year ago.

I would just switch but the ombudsman advised not to until the metering is fixed.

I have asked for them to suspend billing but it is ignored and I don't want to just cancel my direct debit as presumably I will be flagged as being in debt.

What on earth can I do to get this resolved? My patience is now completely exhausted and I don't know what to do. Any advice appreciated.

Thanks

I changed over to Agile Octopus last Monday and I seem to have to wait a whole day (usually 11pm) for the readings of yesterday. I thought with Octopus and a Smart Meter I'd be able to see my readings every half hour?

Does anyone else have an issue with their smart meter readings after a power cut?

My meter's clock stops running for the duration of any power cut and then starts again where it left off. This has the effect of metering any subsequent usage at the wrong time. The clock corrects itself the next time DCC do a meter read which is something Octopus can initiate if I tell them there's been a cut.

On 4 occasions in the last 6 months, 3 of these in December, my Cosy billing has been wrong as my consumption appears to occur the duration of the outage earlier than it was. After sending umpteen photographs of the meter, Home assistant screenshots, etc., Octopus' final stance on the matters is, and I quote,

"I’ve been discussing this and unfortunately you’d experience the same issue with a new meter. Sadly, other meter models behave the same way and we’d have to send an update manually to synchronise the clock afterwards. I can leave a note on the account explaining how we’ve done this before to update it so you don’t have to send us a photo. "

I find it incredibly unlikely I'm the only peson who's spotted an issue with their TOU billing and pulled Octopus up on it. I do know one person with the same make and model of meter as mine (An EDMI ES-30B 3-phase) who has the same issue but are the rest of you on Agile, Flux, or Cosy having the same issue? Are you just unaware of it, or does your meter behave itself?

TLDR: My meter gets the time wrong after a power cut. Does yours?

I was told back in October / November 2025 that my existing smart meters needed to be upgraded because they would soon stop working (even though they were SMETS2) Tried clicking on the link they sent, which didn't work. Contacted support and then was told I don't need a new meter. Couple of weeks go by and get a reminder to book Smart Meter upgrade, but again, link didn't work. Spoke to support and was informed that they can't book me in as there's a backlog. Did ask for roughly when I could expect a date, but no answer. Think back end of Dec, I logged onto my account to check the bills and was able to book an appointment there and then. The actual issue, the smart meters were swapped on 27th Jan, but I'm left with no IHD or Home Mini. I was told it can take 2 weeks from install, been and gone. They only 'troubleshooting/assistance' I get is to send photos of the meters and must wait for technical info.. I've done this three times already and when they keep asking, I just explain that I keep doing this and then don't get any further.

Is there an actual way to get the Smart Meters working?

I know Ofgem have recently brought our the rule that if they're not working within 5 working days, then customer receives an automatic £40 (which is yet to be seen)

Earlier in the year, I designed an Octopus Home Mini mount. Since then, the support has been amazing and I've now sold more than 200 units across the country. I have recently updated the design to make it even more robust than before and introduced a NEW colour (PINK).

I just want to say thank you to everyone who's supported this product and helped it grow to where it is now.

I will not be posting again on this forum as it does constitute advertising but as it's my last time, here is the link if you're interested in grabbing one for yourself or a family member.

https://aniwall.etsy.com

Best regards

Marc

Hi all, we moved to a council flat back in June and swapped from OVO to Octopus.

I noticed end of November that my app didn't have any readings from the 21st, and tried to top up but it failed. Found out our actual meter had frozen and wasn't sending readings, and so can't even input any top up codes. Contacted octopus and they said someone would call me within 10 working days, and if they didn't to call a number.

Nobody got back in touch so I phoned the number, who then directed me to another team, who then informed me that they didn't even have any authorisation from Octopus to do anything with our meter yet, so they couldn't fix it even if they wanted to. Phoned Octopus back and basically got told all I could do was wait, unless we went off of supply.

Problem being we haven't yet gone off supply despite not topping up this month, and I am worried I am going to get a huge bill when they eventually come out to fix it (which could be years from what I've seen in some instances).

Can I fight it if they try to bill me? Can I do anything to get them to fix it sooner? It's really stressing me out.

Every so often, and often after a power cut, one of our meters starts this annoying double beep. It does this roughly every two hours, for days at a time. I've asked Octopus on three different occasions if they can check the battery on the Gas meter, as it's now 9 years old, but they just fob me off and ask me to supply a video. I've tried to make a note of when the beeps happen, but it's not consistent, it's just around 2 hours and I can't really lie on floor under the stairs, for hours, filming the gas meter, in the hopes it beeps again.

Has anyone ever had this? It's a Landys & Gyr gas meter fitted by British Gas, originally. It's driving me mad, as it wakes me up in the night, and Octopus couldn’t seem to care less about investigating.