A couple were flabbergasted when their new smart meter displayed a £5 surge after simply boiling the kettle. Stunned, Ford and Ann Jones tested other appliances to rule out any anomalies, only to find that running the washing machine was costing them £15.
Normally, boiling the kettle would incur a 1p charge, so the couple contacted Octopus Energy to inquire about the £4.99 increase. Initially, they claimed the energy supplier dismissed their concerns, prompting them to consult an independent engineer.
Upon inspection, he discovered a reversed ‘CT clamp’ that was causing inflated meter readings. After installing the smart meter last February, the couple, both in their 70s, alleged they made numerous phone calls, only to be told to “ignore the meter” and that it “meter might take a few weeks to settle down” However, after being billed £3,000 over three months, they decided to take action.
Ford told This is Money: “Octopus told us not to worry – but that did not stop them still sending much higher bills.”
READ MORE: Tenerife travel warning over common error that can cost £124
Don’t miss the biggest and breaking stories by signing up to the BirminghamLive newsletter here.
“Only after I logged on to Octopus’s website and showed proof our energy usage had shot up once the meter was installed did they finally pay attention.”
“But it was not until August that we managed to get an engineer out to fix the problem.”
“I insisted on Octopus fixing the CT clamp because if I got another engineer out to do the work, the energy supplier could have said it was not their fault.”
Experts believe this incident is far from isolated. One electrician revealed he was called out a dozen times last year due to smart meter installers rewiring connections incorrectly.
The couple were compensated by Octopus who have since admitted fault. The supplier stated: “We fit thousands of these clamps a year, and it’s a very rare error, which meant some of our team didn’t pick it up as quickly as we’d like.”