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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:32 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Add your feedback on energy supplier British Gas
    • #1
    • 28th Jan 13, 4:32 PM
    Add your feedback on energy supplier British Gas 28th Jan 13 at 4:32 PM
    This is a feedback thread on energy supplier

    British Gas


    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 10:17 AM.
Page 10
    • Ellie2758
    • By Ellie2758 26th May 16, 12:48 PM
    • 2,802 Posts
    • 1,664 Thanks
    Ellie2758
    I received an email from the Cheap Energy Club today telling me that my gas switchover has been unsuccessful.

    I contacted BG who assure me that the switch took place at one property in February and the other in March.

    Has the Cheap Energy Club decided to join in this Kafkaesque farce now?
    Or, is it more British Gas madness?
    Ellie

    "man is born free but everywhere he is in chains"
    J-J Rousseau
    • psarinuk
    • By psarinuk 26th May 16, 1:14 PM
    • 309 Posts
    • 232 Thanks
    psarinuk
    Thanks for the email address. I've sent the email and received a reply already that cashback team @ moneysupermarket would be looking into this, expect delays as they are relying on the supplier.

    Will keep you posted.
    Thanks again.
    • MSE Roxanne
      Verified User verified user
    • By MSE Roxanne Verified User verified user 26th May 16, 1:36 PM
    • 51 Posts
    • 23 Thanks
    MSE Roxanne
    I received an email from the Cheap Energy Club today telling me that my gas switchover has been unsuccessful.

    I contacted BG who assure me that the switch took place at one property in February and the other in March.

    Has the Cheap Energy Club decided to join in this Kafkaesque farce now?
    Or, is it more British Gas madness?
    Originally posted by Ellie2758
    Hi Ellie2758,

    The cashback comes from your supplier paying the switching referral fee and confirming the switch outcome to us. If you've received an email saying that we've heard your switch was rejected when it wasn't, it sounds like your supplier's just given us the incorrect info.

    If you drop us an email to energyclub@moneysavingexpert.com, we can chase up the cashback payment for you.

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    • SnakeDoctor
    • By SnakeDoctor 26th May 16, 3:56 PM
    • 42 Posts
    • 10 Thanks
    SnakeDoctor
    footyguy,

    When I said 'is there an organisation out there that you can sign-up with and they will take on the painful process of switching for you' I wasn't meaning a supplier, I was meaning a sort of comparison site that would go one step further and manage the switch for you.

    Just after my original post I saw an article on www.swuto.com/uk/ and Hengus (thank you) has pointed me to http://flipper.community/ Initial reading implies that these 2 are just what I was talking about and I will seriously consider using one of these in the future.

    As for 'taking responsibility' I use comparison sites every few months and switched 4 times in the last 4 years; and each switch has been painful so I don't understand how I could take more responsibility.
    • victor2
    • By victor2 26th May 16, 9:03 PM
    • 4,504 Posts
    • 2,984 Thanks
    victor2
    Out of interest, I looked at Flipper, comparing it to what I've done for a relative, who cannot manage her utility accounts since being widowed not so long ago. Of course I don't charge anything, but one of the hardest things I've found to explain is how her monthly usage is doing compared to a year ago.
    It is no use talking in kWh, as I might as well be speaking Chinese. Actual cost is a more realistic comparison, along with assuring her she is on track to financially cover her annual usage.
    I see from Flipper's FAQs:
    This email will information about how much you have spent on your new tariff, and how much you’d have spent if you’d not switched with Flipper. It also then shows exactly how much joining Flipper has saved you.
    You can excuse the English error, but I wonder if they use the OFGEM approved method of comparison, which most people using this forum know is seriously flawed. It would most probably give results suggesting the customer has made greater savings than they would have achieved if they'd even let their energy supplier recommend one of their own tariffs. However, it would have been a realistic comparison to what it would have cost the customer if they'd done absolutely nothing.

    Flipper will cost the customer their fee and not save them anything IF they are capable of doing the comparison/switch themselves. However, as that is too much for many people to handle, for a small fee Flipper will do it for them. You would assume Flipper have experienced staff who can handle the problems with switching we see people report on here.
    • Ellie2758
    • By Ellie2758 26th May 16, 9:54 PM
    • 2,802 Posts
    • 1,664 Thanks
    Ellie2758
    Thanks Roxanne

    I have emailed you regarding this latest error on British Gas's part.
    Ellie

    "man is born free but everywhere he is in chains"
    J-J Rousseau
    • Hengus
    • By Hengus 27th May 16, 10:18 AM
    • 2,476 Posts
    • 1,298 Thanks
    Hengus
    I confess to being a serial switcher and there have been some issues. For example, a gas switch to Ovo last year failed as I was a returning customer and the 'computer' cancelled the transfer as it could see an old account in my name. I am not sure what 'value-added' a third-party could do then I couldn't do for myself? I switched my gas tariff on Wednesday and will save the massive annual sum of £5.71 by doing so. Will the third-party provide this level of scrutiny? i doubt it.
    • footyguy
    • By footyguy 27th May 16, 12:12 PM
    • 2,431 Posts
    • 949 Thanks
    footyguy
    SnakeDoctor,

    With switching sites typically earning around £30 per fuel per switch, I'm sure those sites will keep you switching

    (even if it means using the regulatory method of comparing prices to ensure maximum switching)

    Do any of those sites offer cashback?
    • Oldsoldier
    • By Oldsoldier 30th May 16, 9:52 AM
    • 5 Posts
    • 1 Thanks
    Oldsoldier
    Just posted this on an another thread before finding this one.



    Switch (from OVO) initiated 4 Feb for both Gas and Electricity and since then have had 10 emails from British Gas giving different start dates including one cancelling the Gas switch which meant I had to initiate a re-start of the process - they simply emailed me telling me it was cancelled! I wasn't the only one as a subsequent general email from the MSE Energy Club confirmed.

    Gas meter reading requested 16 Mar which was given - Electricity meter reading has never been requested.

    I registered my on-line account weeks ago, but as at today's date neither switch was shown as complete so I tried to phone and check - very long waiting times so I gave up and phoned OVO to ask if I'd left them............. !! Very helpful young lady checked the national database accessed by all utility companies and she told me my Electricity Supply transferred on 18 Mar (without a meter reading) and Gas was transferring today - I wonder if anyone at British Gas knows? Anyway, to be helpful I logged in again and gave both up-to-date readings for today - perhaps someone will pick them up!

    Oh and I apparently have 2 Gas Accounts and 2 Electricity Accounts, all with different numbers - be interesting to see how they sort that one out over the coming weeks."

    Finally, my 'savings' are now over 10 months not 12 - and as I had timed the switch to coincide with the end of a previous 'Fix' I've had several weeks during a high use period paying the highest tariff to my previous supplier. Not happy and a lesson learnt - about British Gas and unfortunately the MSE Energy Club who try so hard and generally do a great job!
    Originally posted by Oldsoldier
    After several more emails and phone calls I seemed to have it sorted - first statement downloaded on 3 May - one dual account, gas backdated to 17 Mar and electricity to 29 Mar - 8 weeks after I first applied! Then on Friday I had an email from the Cheap Energy Club telling me they couldn't pay cashback for my elec switch because British Gas had informed them it hadn't happened! Here we go again !!! Oh and of course nothing has been credited to my Nectar account so I'll have to sort that out as well.
    • MSE Roxanne
      Verified User verified user
    • By MSE Roxanne Verified User verified user 31st May 16, 10:17 AM
    • 51 Posts
    • 23 Thanks
    MSE Roxanne
    After several more emails and phone calls I seemed to have it sorted - first statement downloaded on 3 May - one dual account, gas backdated to 17 Mar and electricity to 29 Mar - 8 weeks after I first applied! Then on Friday I had an email from the Cheap Energy Club telling me they couldn't pay cashback for my elec switch because British Gas had informed them it hadn't happened! Here we go again !!! Oh and of course nothing has been credited to my Nectar account so I'll have to sort that out as well.
    Originally posted by Oldsoldier
    Hi Oldsoldier,

    We get the cashback and the updates from your supplier. I'm sorry to hear that your supplier appears to have provided us with incorrect details following your switch. If you drop us an email to energyclub AT moneysavingexpert .com we'll chase this up with British Gas.

    I'm afraid there were no automatic nectar card points available for switching to this tariff. For more information on British Gas and its nectar card rewards schemes, please see British Gas's website:
    https://www.britishgas.co.uk/SignUpForNectar/

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    • psarinuk
    • By psarinuk 6th Jun 16, 12:55 PM
    • 309 Posts
    • 232 Thanks
    psarinuk
    Result:
    After emailing the cheap energy club, I got a response from them today, "Some good news on this! British Gas have now got back to us to confirm that your switch has fully completed.
    This means that we'll be able to pass on the outstanding cashback to you. This should be paid in the next couple of weeks and go into your bank account with the reference EnergyClubCashBk."

    Happy days. Thanks to all.
    • BassBunny
    • By BassBunny 16th Jun 16, 2:39 PM
    • 20 Posts
    • 7 Thanks
    BassBunny
    Result:
    After emailing the cheap energy club, I got a response from them today, "Some good news on this! British Gas have now got back to us to confirm that your switch has fully completed.
    This means that we'll be able to pass on the outstanding cashback to you. This should be paid in the next couple of weeks and go into your bank account with the reference EnergyClubCashBk."

    Happy days. Thanks to all.
    Originally posted by psarinuk
    Result. After a nightmare switch and being with BG for 4 months, I am still waiting for my Cashback. BG have me down as a single fuel supplier but I am a Dual Fuel customer. What a shambles.
    • Anonymously
    • By Anonymously 10th Oct 16, 10:26 AM
    • 3 Posts
    • 0 Thanks
    Anonymously
    Another nightmare and on MSE transfer
    Switched on the MSE Collective early October and it is a nightmare.
    First sent an email asking me to set up an account online, failed, ring them and told some one sent them out by mistake.
    Second. Asked for meter readings, go through process and then sent an email the following day saying tech fault on site did not work please ring.
    Third. Ring in, waiting ages, get through to operator whose systems are incredibly slow, wait wait wait.
    Forth. Seek to log a complaint and I am pressured to close it when nothing has happened in regard to it.
    Fifth. Then takes an age to escalate it.

    What a shables.
    • Oldsoldier
    • By Oldsoldier 10th Oct 16, 1:28 PM
    • 5 Posts
    • 1 Thanks
    Oldsoldier
    I'm not surprised Anonymously. I realise not everyone had a problem, but after mine in the MSE Collective to British Gas at the beginning of 2016 I vowed 'never again'! - and later in the year took the opportunity to switch to Sainsbury's Energy - no difference in cost - part of British Gas so no penalty for early move - you wouldn't believe the difference - dedicated team - much more robust and clearer website and far fewer problems recorded online. This latest offer from British Gas will apparently save me money - I wasn't even tempted (and I've switched every year for the last 8!). Good luck with your transfer - stick with it and I'm sure you'll get there in the end. The excellent team at MSE are worth contacting too.
    • SpanishBlue
    • By SpanishBlue 10th Oct 16, 2:24 PM
    • 123 Posts
    • 60 Thanks
    SpanishBlue
    It's 5 days short of a month now since I started the switching process from E.ON to British Gas and I am far from impressed.

    When I log on to my new account I still get asked for my opening readings despite inputting them numerous times (both online and over the phone). When I phoned British Gas to ask what the problem was, I was told not to worry about it!

    Early days yet but on what has happened so far, it's not looking good.
  • British Gas Rep Matt
    Switched on the MSE Collective early October and it is a nightmare.
    First sent an email asking me to set up an account online, failed, ring them and told some one sent them out by mistake.
    Second. Asked for meter readings, go through process and then sent an email the following day saying tech fault on site did not work please ring.
    Third. Ring in, waiting ages, get through to operator whose systems are incredibly slow, wait wait wait.
    Forth. Seek to log a complaint and I am pressured to close it when nothing has happened in regard to it.
    Fifth. Then takes an age to escalate it.

    What a shables.
    Originally posted by Anonymously
    Hi Anonymously, that's not the sort of start we want you to have.
    If your complaint hasn't been resolved, please give our Collective Tariff Team a call on 0800 975 9712 & we'll make sure your account's opened correctly. Thanks, Matt
    I am the official company representative of British Gas. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Fay
    • By Fay 11th Oct 16, 7:06 AM
    • 934 Posts
    • 2,902 Thanks
    Fay
    My switch with BG a year ago went fine, very smooth, apart from them doing it much earlier than the predicted date and therefore I ended up with a penalty on my old supplier. BG refused to push the date back by 2 weeks to stop this happening. Since then I have had 3 changes to my DD amount. Most recently this weekend I logged in and it said I would be in debit by £66, so I paid it. Then I got an email saying my monthly bill was going up. I started £85.50 a month based on previous usage with past supplier, quickly it went up to £147.50 and now it's at £155 a month and they are still predicting a debit of £160 now. I won't ever go with BG again. My deal was sort of the cheap energy club, doesn't seem cheap at all to me for 2 adults in a 3 bed house. We have an Aga but it's been off all summer so Lord knows what they will claim I need to pay his winter!
    • unhappychappy16
    • By unhappychappy16 12th Oct 16, 2:17 AM
    • 24 Posts
    • 5 Thanks
    unhappychappy16
    Im currently 2 weeks into switching to british gas, ive raised 2 complaints because of the way they are handling my account.
    Meter readings going missing, unable to acces part of my account online, not getting e-mails with updates on my package.
    Infact 2 weeks and im starting to wish i never signed upto them from cheap enegry club. Communication with them is just stuupid i have more luck talking to a donkey.
    • carguy143
    • By carguy143 12th Oct 16, 8:13 PM
    • 95 Posts
    • 37 Thanks
    carguy143
    Here's my experience.

    JULY 2015
    The wife and I moved in to our first house and found the previous owners were on prepay with British Gas. We quickly got new cards sorted out and found out our nearest shop wasn't so close. Thabkyfully we only topped up once as the previous owners left £30 on their cards (kind of them).

    AUGUST 2015
    I called British Gas about getting a normal/smart credit meter for a better deal. After almost an hour waiting to get through I spoke to someone who seemed pretty desperate to put me off changing to a credit meter by telling me most customers fail their credit checks and as I'm a new customer and a new home owner I may prefer the convenience of prepay with the knowledge of knowing I can never spend more than I can afford. Even when doing his checks he was still telling me I would fail. He sounded surprised to tell me I passed the check.

    SEPTEMBER 2015
    The smart meter was installed and whilst initially buggy, got better with time. I guess there were some remote software updates or something.

    NOVEMBER 2015
    I took on the collective switch to November 2016. The switch took two weeks or so and I've had no issues.

    LATE SEPTEMBER/OCTOBER 2016
    I took the other collective switch as whilst not as cheap as my old deal, is better than the standard rates on offer. The switch took about 72 hours. However, my direct debits haven't been taken as normal. The gas was only taken yesterday and my electric has still to be taken. I just hope they don't try and mark me down for a missed or late payment as it's not my fault they didnt take my payment as planned.

    Overall I'm happy. We pay about £24-£28 a month for our electricity on smart billing. We pay £38 a month for our gas but as the gas bills are produced every three months or so I'd rather pay an average to be on the safe side. Our house is a 1000 sq feet, former council, 3 bed mid terrace from 1965, with gas central heating, combi boiler, double glazing, loft and wall insulation.
  • British Gas Rep Matt
    Here's my experience.

    JULY 2015
    The wife and I moved in to our first house and found the previous owners were on prepay with British Gas. We quickly got new cards sorted out and found out our nearest shop wasn't so close. Thabkyfully we only topped up once as the previous owners left £30 on their cards (kind of them).

    AUGUST 2015
    I called British Gas about getting a normal/smart credit meter for a better deal. After almost an hour waiting to get through I spoke to someone who seemed pretty desperate to put me off changing to a credit meter by telling me most customers fail their credit checks and as I'm a new customer and a new home owner I may prefer the convenience of prepay with the knowledge of knowing I can never spend more than I can afford. Even when doing his checks he was still telling me I would fail. He sounded surprised to tell me I passed the check.

    SEPTEMBER 2015
    The smart meter was installed and whilst initially buggy, got better with time. I guess there were some remote software updates or something.

    NOVEMBER 2015
    I took on the collective switch to November 2016. The switch took two weeks or so and I've had no issues.

    LATE SEPTEMBER/OCTOBER 2016
    I took the other collective switch as whilst not as cheap as my old deal, is better than the standard rates on offer. The switch took about 72 hours. However, my direct debits haven't been taken as normal. The gas was only taken yesterday and my electric has still to be taken. I just hope they don't try and mark me down for a missed or late payment as it's not my fault they didnt take my payment as planned.

    Overall I'm happy. We pay about £24-£28 a month for our electricity on smart billing. We pay £38 a month for our gas but as the gas bills are produced every three months or so I'd rather pay an average to be on the safe side. Our house is a 1000 sq feet, former council, 3 bed mid terrace from 1965, with gas central heating, combi boiler, double glazing, loft and wall insulation.
    Originally posted by carguy143
    Hi Carguy143, I'm sure there won't be any markers on your credit file due to this but it's something we can check for you.
    Please just call our Collective Tariff Team on 0800 975 9712 or if you'd prefer you can speak to our General Enquiries Team on 0800 048 0202. Cheers, Matt
    I am the official company representative of British Gas. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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