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  • FIRST POST
    • MSE Luke
    • By MSE Luke 14th Sep 16, 5:49 PM
    • 181Posts
    • 41Thanks
    MSE Luke
    MSE News: MSE Big Energy Switch Event 5: British Gas 300/yr saving for new &...
    • #1
    • 14th Sep 16, 5:49 PM
    MSE News: MSE Big Energy Switch Event 5: British Gas 300/yr saving for new &... 14th Sep 16 at 5:49 PM
    We've negotiated cheaper than the cheapest gas & elec prices - and locking in now protects you...
    Read the full story:
    'MSE Big Energy Switch Event 5: British Gas 300/yr saving for new & existing customers'

    Click reply below to discuss. If you havent already, join the forum to reply. If you arent sure how it all works, read our New to Forum? Intro Guide.
Page 10
  • British Gas Rep Matt
    Well at least i now know i'm not the only one.
    I was a previously happy Eon customer, but moved to BG for a cheap collective deal, and now i wish i hadn't.
    I've given my opening readings via app (once), website (twice), and phone call (once), but the website still hasn't changed in 7 days, from 'need opening readings', and emails telling me how important it is for me to give them my opening readings, continue to be received.
    I've now also contacted them by website message, and told them the readings again (that 5 times now), and mentioned to them what a poor first impression this is, and how unimpressed i am....it can take 3 days for them to reply apparently.
    NOT IMPRESSED BRITISH GAS
    Originally posted by Danceswithhorses
    Hi Danceswithhorses, sorry about the concern this has caused but I'm sure there's no problem.

    The link to submit opening readings remains displayed throughout the time your account has been setup, even after you've submitted your readings to us.

    We'll use the readings you've provided us to set up your account & once it's fully set up; the link to submit readings will be removed. 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"
  • British Gas Rep Matt
    The British Gas website accepted my opening meter readings but then another email arrived saying it hadn't. I am switching from E.on to BG. BG's phone system not accepting meter readings either. I eventually spoke to someone who started all over again. What a pain.
    Originally posted by greenpark
    Hi greenpark, it sounds like you may have submitted readings in the way you'd submit them for a bill.
    To submit your meter reading over the automated phone system, you'd need to call 0800 107 0344. However we've also another automated phone number 08001070224, which can only accept readings for bills.
    I get it's not made a great first impression and if you'd like to call our Collective Tariff Team on 0800 975 9712, we can find out more about why you had trouble popping us the readings. Cheers, Matt
    Last edited by British Gas Rep Matt; 12-10-2016 at 3:33 PM.
    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"
    • keithgawler
    • By keithgawler 12th Oct 16, 1:54 PM
    • 1 Posts
    • 0 Thanks
    keithgawler
    Fingers crossed....
    Well I too am waiting for the switch to complete. Submitted my readings on the 8th and the online account still thinks they haven't arrived. My ongoing service account has disappeared. Get into a loop back to the account page when I try to find out about smart meters. So much for the improved service that MSE says has been lined up. Will take the advice I've seen online here and sit tight for a few days before I really hit the roof.....
  • British Gas Rep Matt
    I'm beginning to wish that I hadn't switched. I was very happy with Eon's customer service and online account and seriously thought about staying with them and paying for a higher tariff just because of this. So far I've tried 3 times to submit my meter readings online with BG and 3 times I've had emails asking me to do it again (one addresssed to Dear None). Finally I thought I would use the 24 hour telephone service to do it only to go through all the security and be told that I can't do it that way either as their offices are closed. I don't think British Gas and myself will have a very long relationship!
    Originally posted by suemichelle
    Hi Suemichelle, I'm sorry it's not been a great start; however if you stick with us, I'm confident you won't regret it.
    We've different number for our automated phone system & only one of them can accept opening readings, the other is only for readings used on bills. Do you remember the number you rang?
    In the meantime, please use the following link: www.britishgas.co.uk/youraccount/discover/submit-meter-reading.html to submit your readings.
    Alternatively if you prefer, you can call our Collective Tariff Team on 0800 975 9712 and an advisor will sort everything out. The lines are open 8am-8pm weekdays & 8am-6pm Saturdays. Cheers, Matt
    Last edited by British Gas Rep Matt; 12-10-2016 at 3:37 PM.
    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 too have had multiple emails for metre readings even though I have resubmitted them each time, either via laptop or tablet app. (I used the same readings to avoid any confusion - these were taken on due day of switch, 3 Oct). I have even received a satisfaction survey email to complete of how my switch went! I have not even been notified that I actually have an account with BG. I spoke to an adviser last week who confirmed they have the readings who said the system is 'behind'.....

    Does not inspire confidence....
    Originally posted by Raine E Day
    Hi Rainee E Day, the link to submit opening readings on your online account remains visible even after you've submitted the readings.

    Sorry for the confusion it's caused and we'll get it removed as soon as your account is fully set up. 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"
    • Crinkmeister
    • By Crinkmeister 12th Oct 16, 8:52 PM
    • 429 Posts
    • 191 Thanks
    Crinkmeister
    I appear to now have two gas accounts, one electricity account and one energy account. I have submitted opening meter readings on every one so far - with energy being the last one. I think energy was the correct one.....
    • Haffiana
    • By Haffiana 12th Oct 16, 9:46 PM
    • 719 Posts
    • 754 Thanks
    Haffiana
    Yes, I wonder if any of the people complaining about their meter readings not being registered are submitting them on the wrong account. You need to find the drop down menu and select the Energy account - it will have a number beginning in 85. The 'gas' and 'electricity' accounts are not the right ones to submit the readings on.
    • Danceswithhorses
    • By Danceswithhorses 12th Oct 16, 9:57 PM
    • 69 Posts
    • 23 Thanks
    Danceswithhorses
    Yes, I wonder if any of the people complaining about their meter readings not being registered are submitting them on the wrong account. You need to find the drop down menu and select the Energy account - it will have a number beginning in 85. The 'gas' and 'electricity' accounts are not the right ones to submit the readings on.
    Originally posted by Haffiana
    Appreciate your advice, but the BG rep has already said that it is the fault of the website...the website has the figures that we've all been inputting, it just isn't showing customers that it has received them.
    • silvercar
    • By silvercar 13th Oct 16, 8:58 AM
    • 34,052 Posts
    • 142,351 Thanks
    silvercar
    ...and gas switch now delayed for the fourth time!
  • British Gas Rep Matt
    Well I too am waiting for the switch to complete. Submitted my readings on the 8th and the online account still thinks they haven't arrived. My ongoing service account has disappeared. Get into a loop back to the account page when I try to find out about smart meters. So much for the improved service that MSE says has been lined up. Will take the advice I've seen online here and sit tight for a few days before I really hit the roof.....
    Originally posted by keithgawler
    Hi Keithgawler, sorry for the confusion.
    As you may've seen from some of the other posts, the link to submit your readings isn't dynamic, which means it's still displayed after you've clicked it and submitted your readings.

    Once your account is fully set up you'll be able to view all your readings & if you'd like to check anything in the meantime, please just call our Collective Tariff Team on 0800 975 9712. 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"
    • unhappychappy16
    • By unhappychappy16 13th Oct 16, 11:48 AM
    • 24 Posts
    • 5 Thanks
    unhappychappy16
    I think what we need to know from british gas is

    When will the website be fixed so that account infomation is showing correctly and what too do if an account is still not showing correctly.
    And what is the next step after a complaint fails to address our account issues?

    Im happy to listen to any feedback from british gas agent.
    • Raine E Day
    • By Raine E Day 13th Oct 16, 2:22 PM
    • 774 Posts
    • 1,831 Thanks
    Raine E Day
    Customer service re switching seems very muddled and confused – from both sides. Keeping the customer informed does not seem important to either. Phoned BG on dedicated number to try and get this sorted as I shortly go abroad for a month. Online account seems ok now except for metre readings not showing but hoped to finalise switch before I go. I was obviously in cloud cuckoo land.

    Customer Adviser said waiting to hear from EON about agreeing with my metre readings. He could not tell me date BG sent this request.

    Phoned EON – who said they had not received a request for this from BG.

    Phoned BG again – spoke to same person as previously who confirmed readings sent to EON because they had record of my gas reading being returned and 'knocked back by' 4 units.

    Phoned EON - who now said they had used my reading and final gas bill had been prepared using this and no record of change or being 'knocked back'. She advised electricity takes longer.

    BG have at least confirmed my account is showing with them on National Grid from expected date, and date of metre readings. Obviously no chance of this being finalised soon as EON have 31 days wind up my account.

    So, who is waiting to hear from who? Who is playing about with my (accurate) metre readings? Who wishes they had never started this?
    Rain drops are not the ones who bring the clouds.
  • British Gas Rep Matt
    I think what we need to know from british gas is

    When will the website be fixed so that account infomation is showing correctly and what too do if an account is still not showing correctly.
    And what is the next step after a complaint fails to address our account issues?

    Im happy to listen to any feedback from british gas agent.
    Originally posted by unhappychappy16
    Hi unhappy chappy, I get your frustration but it doesn't sound like there is a fault with the website.
    Once your supply switches to us, it can take 28 days to get your new account full set up, although it usually takes around a week or 2 & you won't be able to fully view your account online until that time.
    Your case handler can check your online account is working as designed and will ensure any fault is investigated. If you're unhappy with how they're handling things, they can also provide a copy of our complaints procedure, detailing how you can escalate your complaint. 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"
  • British Gas Rep Matt
    Customer service re switching seems very muddled and confused from both sides. Keeping the customer informed does not seem important to either. Phoned BG on dedicated number to try and get this sorted as I shortly go abroad for a month. Online account seems ok now except for metre readings not showing but hoped to finalise switch before I go. I was obviously in cloud cuckoo land.

    Customer Adviser said waiting to hear from EON about agreeing with my metre readings. He could not tell me date BG sent this request.



    Phoned EON who said they had not received a request for this from BG.

    Phoned BG again spoke to same person as previously who confirmed readings sent to EON because they had record of my gas reading being returned and 'knocked back by' 4 units.

    Phoned EON - who now said they had used my reading and final gas bill had been prepared using this and no record of change or being 'knocked back'. She advised electricity takes longer.

    BG have at least confirmed my account is showing with them on National Grid from expected date, and date of metre readings. Obviously no chance of this being finalised soon as EON have 31 days wind up my account.

    So, who is waiting to hear from who? Who is playing about with my (accurate) metre readings? Who wishes they had never started this?
    Originally posted by Raine E Day

    Hi Raine E Day, I'm sorry you've experienced a frustrating time switching to us. It's certainly not the way we'd want to welcome you.
    Just to explain a bit more about what happens when you switch. The transfer itself usually takes 2-3 weeks before you switch over to us; however we've still things to do at that time to get your account fully set up.
    One of the most important is agreeing the readings used to transfer your supply with your old supplier.
    This process can take up to 6-8 weeks but that's rare and its usually completed within a week or two of the switch. If it's not completed within 28 days, we can start chasing this up with your old supplier.
    Once your account is fully setup, you'll be able to view your meter reading and use all the online services. I know its easier said than done but please try not to worry and enjoy your holiday as Im sure well sort this all out with your old supplier. 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"
    • jamesperrett
    • By jamesperrett 13th Oct 16, 5:47 PM
    • 532 Posts
    • 237 Thanks
    jamesperrett
    Hi unhappy chappy, I get your frustration but it doesn't sound like there is a fault with the website.
    Originally posted by British Gas Rep Matt
    Hmmm - from the explanations you've given here it definitely sounds like your website needs some work. Simply defending the status quo doesn't show BG in a very good light. If you were smart you would realise that you could potentially gain customers by posting in a more customer focussed way. If you remain defensive then you are going to put off more customers. Take a look at the postings from Eon's reps if you want a good example of how to be a company rep on here.
    • Raine E Day
    • By Raine E Day 13th Oct 16, 6:13 PM
    • 774 Posts
    • 1,831 Thanks
    Raine E Day
    Originally Posted by Raine E Day
    Customer service re switching seems very muddled and confused – from both sides. Keeping the customer informed does not seem important to either. Phoned BG on dedicated number to try and get this sorted as I shortly go abroad for a month. Online account seems ok now except for metre readings not showing but hoped to finalise switch before I go. I was obviously in cloud cuckoo land.
    Customer Adviser said waiting to hear from EON about agreeing with my metre readings. He could not tell me date BG sent this request.Phoned EON – who said they had not received a request for this from BG. Phoned BG again – spoke to same person as previously who confirmed readings sent to EON because they had record of my gas reading being returned and 'knocked back by' 4 units.Phoned EON - who now said they had used my reading and final gas bill had been prepared using this and no record of change or being 'knocked back'. She advised electricity takes longer.
    BG have at least confirmed my account is showing with them on National Grid from expected date, and date of metre readings. Obviously no chance of this being finalised soon as EON have 31 days wind up my account.
    So, who is waiting to hear from who? Who is playing about with my (accurate) metre readings? Who wishes they had never started this

    British Gas Rep Matt
    ;
    Hi Raine E Day, I'm sorry you've experienced a frustrating time switching to us. It's certainly not the way we'd want to welcome you.
    Just to explain a bit more about what happens when you switch. The transfer itself usually takes 2-3 weeks before you switch over to us; however we've still things to do at that time to get your account fully set up.
    One of the most important is agreeing the readings used to transfer your supply with your old supplier.
    This process can take up to 6-8 weeks but that's rare and it’s usually completed within a week or two of the switch. If it's not completed within 28 days, we can start chasing this up with your old supplier.
    Once your account is fully setup, you'll be able to view your meter reading and use all the online services. I know it’s easier said than done but please try not to worry and enjoy your holiday as I’m sure we’ll sort this all out with your old supplier. Thanks, Matt
    Thank you for responding, but that does not explain the coversations I had with both EON and BG, and the differing scenarios. Nor why I was told by BG my metre reading has been 'knocked back by EON, but EON say they have prepared final gas account on my readings, and have no record of what I have been told by BG. What is that all about?

    I do understand the switch can take time, but it's the way that it is being implemented, conflicting information as above, multiple requests for metre readings and a lack of customer orientated website that is causing problems.

    Edited to add that I have just this evening received a final credit bill from EON encompassing price protection (I was bizarrely put onto Economy 7 when my tariff ended despite never being on it in 15 previous years) and my account is now closed. EON have accepted my metre readings for both gas and electricity, so no reason why my BG account cannot be fully set up, with viewable metre readings, without all this nonsense.
    Last edited by Raine E Day; 13-10-2016 at 9:06 PM. Reason: Email just received from EON
    Rain drops are not the ones who bring the clouds.
    • polymaff
    • By polymaff 13th Oct 16, 6:20 PM
    • 1,268 Posts
    • 505 Thanks
    polymaff
    Matt:

    Bottom Line - the web-site, as a customer interface, is a shambles.
    • Danceswithhorses
    • By Danceswithhorses 13th Oct 16, 6:32 PM
    • 69 Posts
    • 23 Thanks
    Danceswithhorses
    Hi Danceswithhorses, sorry about the concern this has caused but I'm sure there's no problem.

    The link to submit opening readings remains displayed throughout the time your account has been setup, even after you've submitted your readings to us.

    We'll use the readings you've provided us to set up your account & once it's fully set up; the link to submit readings will be removed. Thanks, Matt
    Originally posted by British Gas Rep Matt
    Like some other customers, my electricity account has now disappeared...is that a good sign ?
    I think maybe your flashy new BG website needs some serious technical flaws sorting.
    • Gizmo247
    • By Gizmo247 13th Oct 16, 7:34 PM
    • 453 Posts
    • 350 Thanks
    Gizmo247
    Like some other customers, my electricity account has now disappeared...is that a good sign ?
    I think maybe your flashy new BG website needs some serious technical flaws sorting.
    Originally posted by Danceswithhorses
    Yes, all the account item lines need to be remove and replaced with a single collective dual fuel item
    MFiT-T3 #149: {Q4/14} (46,447)-->(0) ~ +46,447=100%
    Mortgage Free: 1st October 2014
    • JC383
    • By JC383 13th Oct 16, 8:19 PM
    • 115 Posts
    • 84 Thanks
    JC383
    Something definitely not right with submitting meter readings online, as I have done this twice now and have checked with customer services via email to be told nothing has registered!!

    One of the reasons I've always been reluctant to change suppliers is the bad press it gets as there always seems to be problems.
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