Including any questions you have about your old supplier.
I have a smart meter - why are you asking for meter readings?
We like to make sure your bills are as accurate as possible – so you're only ever getting billed for the energy you're really using. That's why we send email reminders to take meter readings every month, unless you have a smart meter we're able to read automatically.
If you have a smart meter, there are a few reasons we might've still asked for a meter reading:
You're a new Octopus customer.
No matter what type of meter you've got, we do need you to submit your very first reading manually. After that, we can connect to your smart meter remotely to take automatic readings if it's second generation (SMETS2), or a first generation (SMETS1) Secure meter (i.e. says “Secure” on the front). Here's a video guide for reading your Secure smart meter, and a written step-by-step guides for reading your Secure SMETS1 and SMETS2 meters.
If you have a different kind of smart meter, then it'll behave like a traditional meter when you switch, and you'll need to give us meter readings manually for the time being.
We installed your meter and we're still connecting to it.
It can take a little while to get your new meter linked up to us after it's been installed. Generally, it takes about 14 days to get all your meter details into our systems, and another few days after that to fully connect so that we're able to take readings automatically.
While we're waiting for your meter to connect, you may receive an email asking for a meter reading. You don't need to do anything if you get this email, as your final meter reading from your old meter will have been taken already by our engineer.
If you receive this email, it just means we're still trying to connect to your new smart meter. If you receive this email, and it's more than 14 days since we installed your meter, get in touch by emailing email@example.com and we'll investigate.
What can we help you with?
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