British Gas Reviews: Give your feedback

dandyhighwayman

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

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

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

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

@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

unhappychappy16 wrote: »

@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.

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

British_Gas_Rep_Matt

Haffiana wrote: »

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."

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

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

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

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.