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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 11
  • British Gas Rep Matt
    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!
    Originally posted by Fay
    Hi Fay, I'm sorry to hear you incurred a fee from your old supplier; however once a switch has begun we're not able to change the transfer date, which is why we couldn't arrange this for you.

    It sounds like your usage or tariff may have changed and if you'd please give our Collective Tariff Team on 0800 975 9712 with the details of your previous usage with your old supplier and we'll check this for you. 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"
    • dandyhighwayman
    • By dandyhighwayman 16th Oct 16, 11:23 AM
    • 11 Posts
    • 0 Thanks
    dandyhighwayman
    Regretting switching to BG so far
    I've switched to BG via the recent Collective Switch, and so far it's not going well.

    I've had my initial meter readings requested and I've attempted to submit them a number of times. Each time I have received (a couple of days later) an email telling me "Sorry, we couldn't process your reading" with a telephone number to call. I have called this number and there are no options to speak to a human being, with the only relevant option being to resubmit my meter readings, which fails as before.

    I've attempted to submit a complaint via the app, but this failed with a "we were unable to handle your request. Please try again later," message. The app is slow, clunky, and regularly spits out such messages.

    Utterly fed up with British Gas already, and thoroughly regretting the decision to attempt to switch to them.
    • unhappychappy16
    • By unhappychappy16 16th Oct 16, 12:48 PM
    • 24 Posts
    • 5 Thanks
    unhappychappy16
    Also regretting signing upto Collective Switch with BG
    Customer support dont seam to want to help you when you ask about your account, and they tell me the website has been having issues for sometime now.
    Ive been asked for meter readings like 6 times now ( ive still got the e-mails ) each time i submit the readings my account still showing " we need your readings ".
    Ive reported to BG guy on these forums that i suspect theres problems with the website and mailing system only for him to say " theres nothing wrong with the website ".
    All my e-mails say the following......

    Thanks for choosing us through the collective switch on the MoneySavingExpert website. So we can ensure you only pay for the energy you use, please send us your first meter reading if you haven't already done so.

    You’re part of a large number of customers that have chosen us and you can submit your meter reading by phone or online. At the moment the quickest and easiest way is online, which takes three simple steps.

    ( ITS AS EASY AS 1,2,3)

    1,
    Your details.
    Fill in your details using our quick online form.
    You’ll need your meter point number to do this which is **************** for gas and *************** for electricity.
    2,
    Your reading.
    Type in your meter reading.
    If you need any assistance to help you read your meter, follow this handy guide.

    3,
    Confirmation.
    Confirm your details and then you’re done!

    __________________________________________________ ____________

    So if its as easy as 1,2,3 why do i still keep getting e-mails requesting my meter readings, and saying in upper case the following....

    Please send us your meter reading by !15 October 2016!

    we need your meter reading so we can set up your account accurately before we start supplying your gas on 10 October 2016.

    If you don’t give us your reading,

    we’ll have to estimate it

    We’ll agree an estimated meter reading with your old supplier. They’ll use it to produce your final bill and close your account. We’ll open your new account with the same reading.

    I thought it was as easy as 1,2,3 ???

    And each day when i log into my account it shows my gas being setup, then a day later its reverted back to not setup...

    Its all mixed up and confussing and not as easy as 1,2,3!

    Joining British gas gives you sooo much of a headache it makes me feel sick.
    • MSE Dan L
    • By MSE Dan L 17th Oct 16, 10:00 AM
    • 488 Posts
    • 278 Thanks
    MSE Dan L
    Hi all

    I'm sorry to hear that it looks like there are a few glitches with British Gas' meter read process. We've flagged this with it and it is looking into where the problem is on the online account. I understand it must be frustrating to get these repeated messages and we've asked British Gas to do better with this.

    From looking at the previous response on here from British Gas, it looks like the online account message isn't dynamic, so you'll still see the 'We need your meter readings' after you've submitted them.

    If you're still having problems and would like to speak to someone, the best thing to do is call the BG collective team on 0800 975 9712. This team has been specially trained to handle questions related to the collective tariff and so should be able to help ensure your account is set-up as intended.

    Thanks
    • Haffiana
    • By Haffiana 17th Oct 16, 10:44 AM
    • 719 Posts
    • 754 Thanks
    Haffiana
    I am getting repeated emails from BG now, despite the fact that immediately when I submit a reading I get an email confirming that I have done so, and correctly stating what that reading is. Then a couple of days later I get the following email:


    "Your meter reading
    Sorry, we couldn't process your reading
    Hello Haffiana

    We're having some technical problems with our website. We would be grateful if you could try to resubmit your reading in 24 hours, or call our automated phone line free on 0800 107 0224*.

    Please have your Customer Reference Number to hand, shown on this email to the right, and choose option 4 from the menu.

    Please accept our apologies for any inconvenience."
    • unhappychappy16
    • By unhappychappy16 17th Oct 16, 10:59 AM
    • 24 Posts
    • 5 Thanks
    unhappychappy16
    @MSE Dan L

    Yes i understand that the meter readings are always showing after entering them i see that now. What i dont understand is why my gas for the past 7 days was showing setup and the reverted back to " we need your readings"
    Also im too getting emails asking for readings, one of the e-mails is from the BG collective team which came 7 days after the other normal BG e-mails came. Its all mixed up...
    And just one more thing too........ the e-mails ive been getting are mostly showing contact numbers which are different to BG collective teams numbers.

    After my first welcome e-mail i should have then got the BG collective teams e-mail asking for readings and then i guess i wait for account to setup.
    But what ive found is ive been getting standard e-mails from BG.

    Signing upto the deal via this site has been very confussing, why am i still getting e-mails demanding readings otherwise they will estimate my bill.
  • British Gas Rep Matt
    @MSE Dan L

    Yes i understand that the meter readings are always showing after entering them i see that now. What i dont understand is why my gas for the past 7 days was showing setup and the reverted back to " we need your readings"
    Also im too getting emails asking for readings, one of the e-mails is from the BG collective team which came 7 days after the other normal BG e-mails came. Its all mixed up...
    And just one more thing too........ the e-mails ive been getting are mostly showing contact numbers which are different to BG collective teams numbers.

    After my first welcome e-mail i should have then got the BG collective teams e-mail asking for readings and then i guess i wait for account to setup.
    But what ive found is ive been getting standard e-mails from BG.

    Signing upto the deal via this site has been very confussing, why am i still getting e-mails demanding readings otherwise they will estimate my bill.
    Originally posted by unhappychappy16
    Hi unhappychappy, we've setup a specialist Collective Tariff Team to answer any questions about your special tariff; however getting standard emails about setting up your account shouldn't cause any problems as it's the same process for all our customers
    I'm sorry you've had trouble setting up your account and we're investigating what's causing the difficulty you and some customers have been experiencing.
    I've replied to your post on another thread to request the screenshots you've taken of your online account as they will really help us get to the bottom of any problems.
    If it's not too much trouble, please email them to talktous@britishgas.co.uk, including your MSE Usernames & MSE Forums in the subject heading. Thanks, Matt
    Last edited by British Gas Rep Matt; 17-10-2016 at 10:06 PM. Reason: Correction of info
    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"
  • British Gas Rep Matt
    I am getting repeated emails from BG now, despite the fact that immediately when I submit a reading I get an email confirming that I have done so, and correctly stating what that reading is. Then a couple of days later I get the following email:


    "Your meter reading
    Sorry, we couldn't process your reading
    Hello Haffiana

    We're having some technical problems with our website. We would be grateful if you could try to resubmit your reading in 24 hours, or call our automated phone line free on 0800 107 0224*.

    Please have your Customer Reference Number to hand, shown on this email to the right, and choose option 4 from the menu.

    Please accept our apologies for any inconvenience."
    Originally posted by Haffiana
    Hi Haffiana, sorry for the trouble you're having submitting your opening readings.
    Looking at the email you've been sent, it seems you may be submitting the readings in the way we'd expect them for bills as the number you've been provided is also for billing readings.
    To submit your opening readings, please use the following visit https://www.britishgas.co.uk/youraccount/discover/submit-meter-reading.html with your supply numbers to hand & select the link in the middle box labelled 'New to British Gas'.
    If you still have any trouble submitting your readings, please call our Collective Tariff Team on 0800 975 9712 & w'll get this sorted out. 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"
    • SpanishBlue
    • By SpanishBlue 18th Oct 16, 6:25 PM
    • 122 Posts
    • 60 Thanks
    SpanishBlue
    British Gas Rep Matt - I posted this on the other thread. It appears our problems are not over even after we think we have switched over successfully.

    Despite previously showing the correct single rate tariff, my tariff info now shows the more expensive day & night rate tariffs. I phoned BG (yet again) and was told although it shows I am on the 2 rate day/night tariff, I will be billed at the correct single rate tariff.

    I know I am not the only one with a dual rate meter to have this problem.
    • Pulpdiction
    • By Pulpdiction 19th Oct 16, 4:43 PM
    • 140 Posts
    • 228 Thanks
    Pulpdiction
    Can we find out when these issues will be fixed, I too have a dual rate meter and have been told I will be contacted for meter readings on 2nd November as you have 'issues' - why is this an issue, dual rate has been in existence since the 1970s. This really is embarrassing for you and just telling people to call you is an inconvenience to them, when are you going to sort this out once and for all?

    Your CS team were more interested in trying to upsell me homecare than explain to me when the problem will be fixed.

    @MSE team you really need to get these guys in order, this is dragging your name into the dirt as well, this is exactly the type of thing that puts people off switching.
    • cheekyweegit
    • By cheekyweegit 19th Oct 16, 11:09 PM
    • 1,121 Posts
    • 3,271 Thanks
    cheekyweegit
    It looks like I'm having problems too, I was switching (first time in years) from Npower for my gas and ironically British Gas for my electricity.

    I've submitted my meter readings for gas / electric on the British Gas website but it doesn't look like they have been accepted, but what is worrying me more is my gas transfer looks like it is in progress and it says the tariff is the Collective, but my electric which was was the standard tariff with British Gas is still showing this and not the collective tariff. I definitely chose the options to switch both.

    Where do I go from here Can anyone help? I've emailed them before typing this and now panicking, I thought this was supposed to be easy.

    I'm also concerned I've had no new direct debit amount and also wondered what happens about the final bill from Npower, will they contact me or just take money out my account for the last bill?

    Thanks for any help in advance to a newbie to this malarky.
    • wendyhouse1968
    • By wendyhouse1968 23rd Oct 16, 9:31 AM
    • 14 Posts
    • 2 Thanks
    wendyhouse1968
    British Gas Smart Meter - Overnight gas usage?
    Hello

    I've just been fitted with a smart meter. What I can't understand is when I look at the meter first thing on a morning it says I've used 60p in gas and electric overnight which might not seem a lot but, if you try and keep to £3 a day for an average bill of £90 a month, it's a fifth of your daily spend. It works out at approx 30p gas and 30p electric. The electric I can figure may be things on charge and kids watching tv late at night but not the gas. The central heating went off at 9 and didn't go on until 8 in the morning and no hot water has been run. Has anyone else had this? Many thanks Wendy
    • Cardew
    • By Cardew 23rd Oct 16, 9:39 AM
    • 26,058 Posts
    • 12,527 Thanks
    Cardew
    Hello

    I've just been fitted with a smart meter. What I can't understand is when I look at the meter first thing on a morning it says I've used 60p in gas and electric overnight which might not seem a lot but, if you try and keep to £3 a day for an average bill of £90 a month, it's a fifth of your daily spend. It works out at approx 30p gas and 30p electric. The electric I can figure may be things on charge and kids watching tv late at night but not the gas. The central heating went off at 9 and didn't go on until 8 in the morning and no hot water has been run. Has anyone else had this? Many thanks Wendy
    Originally posted by wendyhouse1968
    Presumably that is the daily standing charge(DSC)?
    • victor2
    • By victor2 23rd Oct 16, 10:01 AM
    • 4,504 Posts
    • 2,984 Thanks
    victor2
    Presumably that is the daily standing charge(DSC)?
    Originally posted by Cardew
    Plus your biggest user of electricity overnight is likely to be a fridge/freezer.
    If you have an older style gas boiler with a pilot light, that will use something. Shouldn't be anything like 30p a day, but it will register.
    • tadpole
    • By tadpole 24th Oct 16, 1:13 AM
    • 1 Posts
    • 0 Thanks
    tadpole
    i've switched through The energy club to British Gas Collective Fix Oct 2017.with duel fuel at £109 a month ! ..my old collective fix tariff with BG was £105 a month and was due to finish in March 2017 .. But to give me peace of mind I thought it good to pay the extra £4 a month and go for the new tariff and have no worries till October 2017 ... But what a shock !!!!! when the email came in on sat ...telling me they needed to up my DD to £172 a month from £105 .... They waited till it was to late for me to cancel the tariff before telling me of the increase ... They worked out what I would be paying at the start and it was £109 not £172 !!! my account is not in debit it is in credit with £67 ! How are they allowed to do this ?
    • CashStrapped
    • By CashStrapped 24th Oct 16, 1:27 AM
    • 854 Posts
    • 477 Thanks
    CashStrapped
    They worked out what I would be paying at the start and it was £109 not £172 !!! my account is not in debit it is in credit with £67 ! How are they allowed to do this ?....
    Originally posted by tadpole
    OK, first of all, you need to ignore the DD. That has nothing to do with what you are actually using in terms of energy.

    If they have had to increase your DD by so much, that means that they are predicting you are due to use a lot more energy than you indicated when you switched to them

    So

    1) When did you last supply a meter reading? How often do you supply one?

    2) What have your most recent meter readings been? Ignore any estimated ones. Go back at least a year and note them down. Write down the dates the readings were taken too.

    3) Work out your annual KWH use.

    Do not forget, the DD is not your bill! They can only charge you for what you use. But the fact they have increased the DD suggests you are using a lot of energy.

    If you are unsure how to calculate your annual use in KWH, write down all the meter readings and dates here and we will help.

    Also see this recent post (today) where someone else had the same issue. I explained how the DD system works.

    http://forums.moneysavingexpert.com/showthread.php?t=5545184

    -----

    Edit: I would also point out that your circumstance relates to one of the points I made in my posit in the link.

    You have switched to British Gas just before winter!

    The DD quoted is an indication of what you would pay spread over the year.

    However, you have not been with them for a year, you have just joined them.

    Winter is the most expensive time of the year and you have not been able to build up a credit in summer via Direct Debit. So, they are probably having to increase the DD to compensate for this fact.

    Anyway, read the long post I made it that link...I explain it better there.
    Last edited by CashStrapped; 24-10-2016 at 1:57 AM.
    • Toxteth_OGrady
    • By Toxteth_OGrady 24th Oct 16, 9:03 AM
    • 3,917 Posts
    • 1,933 Thanks
    Toxteth_OGrady
    I would have thought one of the most, if not the most, fundamental requirements for a utility company's website would be to allow a customer to provide meter readings online.

    British Gas is an epic fail in this regard.

    I am switching via the MSE collective switch. I have already given my opening readings online and I have screenshots to show they were accepted.

    Since giving my opening readings I have been getting daily emails still asking me to provide them!

    Last night, 3 days after giving my readings, I got an email from BG stating:

    We're having some technical problems with our website. We would be grateful if you could try to resubmit your reading in 24 hours
    Farcical.

    Anyway I have emailed talktous@britishgas.co.uk with the screenshots of the website showing my opening readings, so I'll wait to see how long it takes to get resolved. A poor start - at this rate I suspect I'm going to end up being hit with a double Direct Debit whammy on the 1st November, when both BG and my losing supplier take a payment.

    I initiated my switch on 2nd October and 3 weeks later BG haven't even sorted out my meter readings.

    Whatever happened to 'Faster Switching?'



    TOG
    604!!


    Wise men learn more from fools than fools from the wise
    • robin banks
    • By robin banks 24th Oct 16, 1:36 PM
    • 14,761 Posts
    • 24,012 Thanks
    robin banks
    Applying to a payment made to an account seems to be beyond them.
    "An arrogant and self-righteous Guardian reading tvv@t".
    • victor2
    • By victor2 24th Oct 16, 2:15 PM
    • 4,504 Posts
    • 2,984 Thanks
    victor2
    Getting concerned about my switch to BG after seeing all these comments on here and my new online account with them says starting readings are required, but they have confirmed by phone that they already have them. They've even told me what my DD amount will be with them, and the online account is only 50p different.
    I can see I'm going to have to monitor my own usage, work out what my DD should be to cover the year (which I do anyway), and make sure I pay or put aside enough to cover the usage if actually setting up the DD is also beyond them. At least the amount(s) they've told me pretty much agree with my predicted costs.
    Not a good start, but maybe it will improve...
    • st999
    • By st999 24th Oct 16, 3:33 PM
    • 1,120 Posts
    • 614 Thanks
    st999
    My switch seems to be going well and they are giving me a hive hub and a couple of LED lights for free.

    Now I just need a Hive thermostat. (hint)
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