british gas online billing

doctor_benway

well, someone called from BG on friday morning. they left a voicemail saying they would call back Friday afternoon.

they didnt say who they were, or leave a callback number. [they were calling from an unlisted number] :T

and, as of Tuesday, no one has called...

:rotfl::rotfl::rotfl:

blain2

You`re not alone.

We had a gas supply installed last year, and chose BG, as they already supplied our electricity. I thought they`d just add the gas to our existing online electric account, but they seem to think we are 2 different properties. I have 2 different logins, one for gas and one for electricity, and each one invites me to move the other to BG. We still get a paper bill for just the gas, even though we`re on the paper free tariff!

If I ask, they usually say that they`re not sure how to change this, but will look into it. Have never heard anything back though.

doctor_benway

another BG genius called today, and said he had fixed everything -- he confidently stated that we now had online access/billing to both elec and gas.

in fact, what we now have is paperless billing disabled on the gas account as well, and still no online access to the electric. :T

yes-- he actually made it "worse". :rotfl:

I m just going to wait until the next round of price decreases and change everything to another supplier.

Mercenary

Before I switched away from BG (2 years ago ) we had been unable to actually access our Online Accounts online for 8 months after they'd 'upgraded' their system :rolleyes: .I phoned many times about it with no results. And when they did things like helpfully informing us online that our direct debits were increasing, we were none the wiser. All the previous bill history had disappeared too.
We finally got access to our gas account just before I decided to switch (and they made switching a PITA too!). Will never go back.

blain2

They`ve sorted our accounts now - we have both gas and electricity on the same online account. In fact, it`s been fixed for several months, but we didn`t realise until it was time to read the online bill - seeing as they never told us at the time!

littletommytucker

Each customer has what is known as a unique customer profile. All customers’ accounts (gas, elec, home services) should be under the same customer profile.

However, let’s say you already have gas with British Gas, then one day you ring up and ask to open an electricity account, some staff create a totally new customer profile for you, as opposed to adding the account onto the one that already exists.

Think of it like the phone book on your mobile, you may have a friend named Joe Blogs, and your phone has the facility to save his mobile number and his home number under the same name, or you could choose to create two contacts in your phone book, one called "joe bloggs home" the other called "joe bloggs mobile".

The company that created the website for British Gas (not the same company that created their billing system) did not make amends for this scenario.

However I have been informed that the IT guys have now created a solution for this and customers that have this difficulty should now be able to click a link on their accounts that says something along the lines of "Add another existing account" type in their reference number, and then view both accounts together.

doctor_benway

this appears to be the case, as after 10 months, we now have [as of last week] access to our online accounts. :beer:

Gerrard_8_lfc

Its not the computer its Ventura anyone working for BG will tell you.