British Gas Reviews: Give your feedback

MSE_Dan_L

Hi distalbans

I'm sorry to hear about this your metering issues. I thought it might be helpful to point you in the direction of the news story we published on this a couple of months back. Hopefully the info in there will help you to get this resolved.
http://www.moneysavingexpert.com/news/energy/2016/08/british-gas-customers-put-on-most-expensive-tariff-in-smart-meter-error

littlemissbossy

I've (reluctantly) switched to the new BG collective fix. I was a bit hesitant as I had a bad experience with BG with their boiler care service, but this was years ago, it'll be fine???

At first everything seemed to be going ok, I had the welcome email, the please set up your online account email and then on switch day (19th Oct) I had a text asking for my meter readings.

I sent my readings in by text as requested, later that day I received an email asking for my readings, I ignored this as I had read on MSE that this was happening. The next day I received another email asking for my readings, I decided it would be safer to check they had them so I rang the collective number and was told they only had my gas reading... so I gave them my elect reading and they said to ignore anymore reading requests as they had both readings now.

So all quiet for a couple of days then another email asking for readings.... I rang the number again and guess what, they've only got my gas reading and no elect. I gave them the elect again and the chap says to ignore anymore reading requests as they had both readings now.........

Hope I'm not back here in a few more days.

Note to self....... next time trust my instincts.:rotfl:

mrwalsh

I am having the same nonsense as other people with giving meter readings, then I get emails saying.....

Sorry, we couldn't process your reading
Hello Mr Walsh

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.

I have tried online within my account (and yes I've done it twice now as a new customer and put in the meter point numbers) using the app and phoning the 'alleged' automated phone line, when after going through putting numbers in etc you have to wait to speak to someone!! how automated is that!! to which, they are apparently busy and there is a wait of 10 minutes. So I have tried online again today and taken a screenshot(MSE website will not let me post the picture) hopefully BG you can get it right this time!

Also I have not heard a dicky bird from my current supplier EON to say sorry to hear you want to leave etc

So I do hope I won't be paying twice. I have always been wary of going with BG and have avoided them all of my home owning life, but because this offer was with MSE I thought it would be OK

My experience so far is not very assuring at all

MSE_Dan_L

Hi all

I've seen a few posts on this thread related to some of the problems British Gas has had with opening meter readings. This really is a frustrating 'loop' and something which we pushed British Gas on firmly (having heard about similar issues) in the past.

British Gas has made a number of changes to how it takes the opening meter readings, which have largely been positive. It has told us that is has had record numbers of readings, which should help to avoid the frustrating process of estimations being passed to your old providers.

That said, clearly there remain some gaps in its systems which is resulting in the 'meter read not accepted' notifications. We've challenged it to look into this further and try to understand what is causing this and prevent it from happening.

I've included below a few tips to try to avoid this:

- If you get the rejected meter read message, don't provide further readings on your online account, BG have instead suggested you call these in via the specialist collective team on 0800 975 9712
- Opening meter readings can't be provided via the app
- If you're currently with Sainsbury's but moving to British Gas, you're best to actually provide a reading on your existing Sainsbury's account. It seems there is a technical fault with processing this on the British Gas side (even though Sainsbury's is operated by British Gas)
- The opening meter read has to be submitted in a specific section of the British Gas portal - it can't be given as a normal quarterly read (which causes the rejection issue). British Gas should have provided you with a personal link, but this one should also work if you have your MPAN/MPRN to hand.
https://www.britishgas.co.uk/OpeningMeterRead/Anonymous-read/Entry/
- The account isn't dynamic, so will continue to show a link to 'provide your opening meter read' even after these have been submitted - there is no need to resubmit.

I hope this helps some of you.

Toxteth_OGrady

MSE_Dan_L wrote: »

The opening meter read has to be submitted in a specific section of the British Gas portal - it can't be given as a normal quarterly read (which causes the rejection issue). British Gas should have provided you with a personal link, but this one should also work if you have your MPAN/MPRN to hand.
https://www.britishgas.co.uk/OpeningMeterRead/Anonymous-read/Entry/
- The account isn't dynamic, so will continue to show a link to 'provide your opening meter read' even after these have been submitted - there is no need to resubmit.I hope this helps some of you.

No it doesn't really help - it's a complete and utter shambles. :mad:

I have now tried to submit my opening reading 4 times. The latest attempt involved carefully following the links in an email from BG containing my specific meter point numbers and the statement:

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.

Once I had input my latest readings it showed the following confirmation, which I had also seen at an earlier, unsuccessful attempt (click on thumbnail):



However there is still no definitive indication on my online account, or more importantly, with my online account with losing my supplier that my new account with BG has gone through and is up and running.

In fact online it now shows only "Gas" with a sales number - the "Electricity" has disappeared entirely.

So having submitted an opening reading four times, highlighted my issues on social media twice (here and BG's Facebook) and emailed my readings to talktous@britishgas.co.uk, I really don't want to be told that all is well or that I need to phone my readings through to a specific number.

How about a simple acknowledgement "thanks for your readings" email like I've previously had with all the other suppliers I've been with?

I really will be mightily hacked off if I get a Direct Debit double-whammy from both suppliers in a few days, more than 4 weeks after initiating my MSE switch.

Also, MSE Dan L surely you cannot be content that British Gas Rep Matt has disappeared from here for at least 10 days when thousands of MSE'ers are attempting to switch to BG and would likely need some help? It's your collective switch - surely you can bring some influence to bear?

:cool:

TOG

Huwbert

Having an issue with British Gas myself. My fixed deal with them is coming to an end at the start of this December. I asked them if the exit penalties would still be payable if I moved to another supplier or even one of their own deals now (I'm within the 49 day period that Martin Lewis mentioned). This was their reply:

Thank you for your email about the cancellation fee.

I’m sorry you’ll be charge tariff cancellation fee if you switch your tariff before the end date.

You’ll be charge cancellation fees if you change your supplier or change your tariff.

If you’ve any further query, please reply to my email and I’ll be happy to help you.

Thank you for contacting British Gas.

Seems somewhat contrary to what the OFGEM guidelines on switching are...

MSE_Dan_L

Toxteth_OGrady wrote: »

Also, MSE Dan L surely you cannot be content that British Gas Rep Matt has disappeared from here for at least 10 days when thousands of MSE'ers are attempting to switch to BG and would likely need some help? It's your collective switch - surely you can bring some influence to bear?

I do agree on this point. We've flagged to British Gas that it needs to step up and provide assistance with the issues being raised on the forum.

Hopefully this will happen very shortly.

MSE_Dan_L

Huwbert wrote: »

Having an issue with British Gas myself. My fixed deal with them is coming to an end at the start of this December. I asked them if the exit penalties would still be payable if I moved to another supplier or even one of their own deals now (I'm within the 49 day period that Martin Lewis mentioned).

Hi Huwbert

It seems that the response from British Gas here isn't quite up to the mark! The information about the exit fee and the 49 day penalty free period is correct - you shouldn't be charged for leaving during this period.

unhappychappy16

I WANT TO LEAVE BRITISH GAS IM SICK OF MY MESSED UP ESTIMATED ACCOUNT AND IM SICK OF BEING TOLD THAT THE WEBSITE IS WORKING FINE WHEN I HAVE SCREENSHOTS SHOWING SYSTEM ERRORS.

I have a complaint in for over 10 days now, i raised a complaint after first noticing after i signed up via MSE that BG did not request any meter readings. I phoned them and gave there readings over the phone about 4 days before the 10th october, i was told on the phone that the website is not working correctly and has had problems for months.

Then a day later i get an e-mail requesting my reading otherwise BG will estimate my bill, so i contact BG to say ive given you them.. im told over the phone that they have them and my account is fine and will be fully setup by the 26th of october.

Then for the next week after this i get an e-mail every 3 days requesting my meter readings, and now saying my account is not setup correclty because of the readings.
The person im dealing with regarding my complaint, i contact again to tell them about the follwing e-mails, i take screenshots and send them to prove there is much confussion over it all.

The complaints team respond and say to ignore any futher e-mails about meter reads as they got my readings on the 10th october, but i still have a complaint open as i also complain about my account showing errors in red text, which im told shouldnt happen because my account has been checked, but even today its coming up in red text saying system error.

So...... Today i get an e-mail saying ..

( You’ve recently been in touch with us to let us know about your concerns over your electricity account and this not being created 10 October 2016.

I’ve tried calling your mobile today but couldn’t reach you, therefore I thought it best to email you. My name is Lisa and I’ll be dealing with your concerns. My working hours are 8am – 5.30pm Wednesday – Friday and 8am – 12:30pm Saturday.

I’ve been passed your detail from Dave regarding the slight delay in creating your account and this then resulting in your online account not activating.

I just wanted to let you know that the account is now open using your opening meter reading of *****. You also be able to now log in to your online account and see your electricity meter readings, direct debit and current consumption.

Currently your account is on our Collective Fix October 2017 Tariff, there are other options that could save you money so when you’re next free, go to our website at https://www.britishgas.co.uk )

That is all they tell me after i complain that my account is not showing correctly...... shocking.

So i just logged into my account, and what do i find from the 10th october my meter readings have been estimated. ???????????? WHAT ???

My account says i must update my readings for both gas and leccy so i get the reading s a few moments ago and submit them, then a page opens to say ( The meter readings you give us is not what we were expecting, make sure to check u have entered the correct readings and try again. )
These readings are correct... :mad::mad::mad::mad::mad::mad::mad::mad::mad:
So i then check my account a few mins later and it now shows in RED TEXT... SYSTEM ERROR WITH YOUR ACCOUNT.

Also i paid my first payment 3 days ago, it should have been £64 a month ... what i signed upto but BG have only taken £35 and theres no information to say why they only taken £35.

Im more than frustrated now, im bloody sick..........

Ive replied to the person who is sorting my complaint, they said they will reply to me with so many days, im fedup i feel im bashing my head against a wall.

I would like to know if i can leave British Gas without paying a penatly as im stressed and sick and tired of trying to show that my account is a mess.

PLEASE CAN SOMEONE TELL ME IF I CAN LEAVE BRITISH GAS WITHOUT PAYING THE PENATLY..... ITS MAKING ME ILL BEING HERE.

I was with e-on for over 10 years, always paid my bills and never EVER had any issues regarding meter readings or website errors.

Im not happy and i want out of this stupid messy company.

Raine_E_Day

and so it goes on.....
Numerous phone calls, erroneous information, and two unanswered messages on separate issues still pending with no timely response or update. I thought switching via MSE would be easy and reliable. How mistaken I was.

When the new style account page loads, I can see the correct tariff rates. When the old one loads, they are incorrect. It is random which one I get. I have cleared cookies and cache so many times but makes no difference. Although the correct tariff sometimes shows, I notice now that this has been altered to end September 2016. Presumably a typo – but it does seem that employees have difficulty in setting up accounts correctly.

The old style account page still loads Economy 7 day and night tariffs, even after numerous conversations and messages. When I log in my account is annoyingly obliterated by request for metre reading till I click on X to remove so I can see my account. With Eon, I was happy to provide these every couple of months to keep on top but have no intention of doing so for fear of what BG will do with them in view of 50% higher rate should they use the separate day and night readings instead of Collective Fix rates. I have no trust in them and pessimistically imagine a huge deficit on my account – especially in view of the fact they are already requesting higher monthly payments.

There is now a message on my account saying I am not paying enough a month with a suggestion I increase dd by £10 or so a month. I am wondering if this is because they are basing it on wrong tariff? Apparently I am going to be nearly £100 short. How do they know that when I have only submitted opening metre readings? Clicking on 'length of plan' shows my contract finishes end July 2017. This despitre welcoming email which confirms Collective Fix Oct 2017 with prices fixed until 3rd October 2017. Or maybe that is the reason and the dd has been calculated over too short a period, till July. It only shows payments till July 2017. Who knows? Not BG. I despair of getting a sensible answer, and for all the above to be corrected.

All this hassle seems never ending. One thing is sorted, or partly sorted, and two more are triggered. Totally fed up with it.