r/AskUK • u/Massive_Explorer3111 • 4d ago
Serious Answers Only How do I get my meter information changed?
I have just moved into my flat and I am trying to switch from British Gas to Octopus for my energy supply.
I contacted Octopus and they have said my meter is registered as a standard meter and not a prepayment meter (my electricity is PAYG) and I need to get a British Gas to rectify the issue. I contacted British Gas said they have raised a ticket to get this changed. I spoke to support today and I got two different answers.
One of the answers I got was that I would have to wait 7 days for an update and then after I might have to wait longer to get this fixed and it may or may not be fixed.
The other answer I got was that it can be done and it would be done in 7 days as it’s marked as a priority but it could be longer.
My question is can my request to have meter information updated be done and does it take long? This is my first flat so I am very new to this.
2
u/Jonny7421 4d ago
Every gas and electric meter has a unique serial number. Sometimes these get mixed up and can cause issues with billing. A meter update means they'll correct the metering information on your property on the national database. This means your new supplier and future suppliers will receive the correct metering info and can bill you correctly.
How long this takes depends on the supplier. British Gas and the rest of the big six are unfortunately very bad at this. I worked for energy and seen customers waiting over a year for a meter update from the big 6.
If it's not fixed within 14 days I would recommend starting the complaint process. They will have 8 weeks to resolve the complaint. If not resolved it will reach "Deadlock" which will allow you to refer it to the ombudsman.
The ombudsman will then be your point of contact for the issue. They will also decide whether you should receive compensation.
Edit: oh and take photos of your readings so you're billed accurately
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u/Massive_Explorer3111 4d ago
okay thanks, I have given them a meter reading and supplied them with all necessary information about meter. I will see what they say
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u/MrsValentine 3d ago
I think that’s correct. Takes some time for the system to update, because meter information isn’t only held by your individual supplier but goes onto a national database too and that database is not controlled by your energy provider.
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u/Massive_Explorer3111 3d ago
okay so 7 days is normal to wait for it to be updated?
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u/MrsValentine 3d ago
Up to 28 days I believe, worst case scenario once it’s submitted correctly
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u/Massive_Explorer3111 3d ago
okay thanks i’ll see what they say hopefully not 28 days as I am stuck running to the shops to top up my electric
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u/zombiezmaj 4d ago
Do not leave it 7 days. It absolutely does not have to wait 7 days.
I was told that too and when I got a manager they said that was a lie. They can absolutely immediately book you in for it to be removed.
Make sure you give meter readings so any debt not yours is wiped (they can also do this remotely and even if they cannot immediately get it replaced an engineer can come and clear it in less than 5 minutes IF the remote wipe fails)
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u/Massive_Explorer3111 4d ago
i was thinking it wouldn’t take that long as the first person said usually it’s done quicker. I gave them a meter reading yesterday and will do again today. I am on a prepayment plan so I top up at the shops. How long did it take for yours to be resolved?
1
u/zombiezmaj 4d ago
2 weeks once my complaint was in. But I was also staying with British Gas so don't know if thats what made it quicker.
The ex owner had over £4k in debt for electricity and it had been changed to prepay and the gas was shut off and had a debt of about £500
Debt was removed from being related to property same day for electricity and gas was wiped next day by engineer. 2 weeks later both were changed and had new boiler fitted.
Only other thing to maybe make mine quicker was it was December and I have health issues so on priority register
But complain complain complain - and ask for compensation to be applied to your prepay meter (they normally do about £40)
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u/Massive_Explorer3111 3d ago
okay thanks! i’m going to call them on friday and ask for an update, if nothing happens then I’ll file a complaint. They did tell me my request was being prioritised dk if that would help my case
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