Intelligent Octopus Tariff – Mach-E integration

[Darren]

Hi all,
We know there has been a lot of talk around the Intelligent Octopus tariff and integrations with FordPass. We have been working behind the scenes with Octopus to produce a solution as we understand that it is frustrating to you. For those affected Octopus should have reached out to you via email asking for some further information - this step is needed in order for them to connect you and to avoid getting locked out of FordPass again in the future.

For those who haven't requested to have their FordPass access unrestricted you can do this via our customer relations centre HERE Or alternatively through FordPass in the help section under account. 

Note: If you haven’t received the email, or have any issues with Intelligent Octopus in general IT should be raised directly with them.

We are working on ways to improve this process in the future and will give an update here in the new year.

You may also be interested to hear that Ford and Octopus are also now working more closely on home install options as can be seen here.. Get an EV charger with Octopus Energy | Octopus Energy

More info here: https://www.ford.co.uk/hybrid-electric/charging/home-charging

[Darren · Accepted solution]

Hi All,
I just wanted to put a clarifying post for Intelligent Octopus customers. The process we recently put in place was done so through listening to your feedback. We had already been working with Octopus to come to a solution on this and that process has been progressing well; however there are still some steps to tackle to get this over the line which will hopefully be at the start of next year.

To address this in the meantime, and bridge the gap we have put in an optional interim process, although more manual, we felt that it was a positive step to give our customers options now.

The steps to avoid blocking on your FordPass account are as follows:

1. Octopus have a record of all Ford customers and should have sent/be sending you an email asking for some further information– this step is essential and you must complete and return. If you haven’t received this you must contact Octopus to initiate.
2. This info forms an official record and will ensure your account is not locked in the future
3. The process can take up 2 business days currently so there is a risk within this period that accounts can be blocked, or an un-block undone
4. Once two business days has past if you haven’t been blocked you should be able to continue without issues.

5. if your account is blocked then you will need to contact the FordPass app team to initiate an unblock.

I hope this helps, and I would advise that anyone who is unhappy with the above process waits until the new year when we have the finalised version in place.

[Darren]

Hi @Boltonmackem  - Sorry you are having issues, there may be a misunderstanding from the customer service agents at Octopus - just to be 100% clear from our side, customers  should not be sharing any FordPass credentials until they have submitted details to Octopus stating your FordPass username, and waited a minimum of 2 business days. We have no control on the triggering of that process from Octopus as it's owned by them but we are passing feedback onto them 

[Boltonmackem]

Thanks Darren. The guy I spoke to at Octopus was unaware of this I suspect - but he is making enquiries so fingers crossed I hear something positive back today. 

[Lucy]

Hi Boltonmackem - sounds pretty well identical to our experience. Darren (Community Manager) has separately posted a link on the Octopus website that should, with luck, resolve the lock-out issue with FordPass. Darren's advice was to fill out the Octopus form (at the link - it only needs your account number and FordPass email/username) and leave it a couple of days before chasing FordPass to unblock you. In the meantime I'm using the scheduling on my charger to limit it to the 23:30-05:30 off-peak period, though no guarantee that works if Octupus can't speak to my car. Good luck and enjoy the new car! 

[Boltonmackem]

Hi Lucy, I can't even change to Intelligent Octopus until I've done the test charge and it won't let me do that until its connected to the car. Was that your experience or have you worked round that somehow?

[Darren · Accepted solution]

All, if you are having issues getting the email from Octopus (mandatory step 1) you can access the form directly here. Please still follow the remaining steps I laid out above.