British Gas Collective Fix December 2016

planetf1

I applied for the collective fix in November, and had an email advising the switch would be 4 Dec. I've subsequently had it confirmed that did indeed happen. Great.

However the setup of my online account seems to be taking an age.

I see "energy" and "gas". No specific electricity entry for now, though it has appeared in the past. Agaist energy it does have my opening meter reading as I supplied and the tariff looks correct

However my "gas" account is on stage 2, has no meter readings or other info. Via twitter I gather the issue is being chased but I'm surprised we're a month in and it's still not appearing correct.

It's not a massive issue but does seem a little sloppy/incompetent

I also tried applying for a smart meter, (accessible, not flat) but I'm not eligible. would this primarily be due to location? Or might it relate to the gas account setup issue as above?

kirtsypoos

British_Gas_Rep_Matt wrote: »

Hi Kirtsypoos, I see you've popped us your details on an email and I've just replied to let you know what's happening. Thanks, Matt

Hi Matt,

Thanks for the response but only the electric has been switched, not the gas!

British_Gas_Rep_Matt

planetf1 wrote: »

I applied for the collective fix in November, and had an email advising the switch would be 4 Dec. I've subsequently had it confirmed that did indeed happen. Great.

However the setup of my online account seems to be taking an age.

I see "energy" and "gas". No specific electricity entry for now, though it has appeared in the past. Agaist energy it does have my opening meter reading as I supplied and the tariff looks correct

However my "gas" account is on stage 2, has no meter readings or other info. Via twitter I gather the issue is being chased but I'm surprised we're a month in and it's still not appearing correct.

It's not a massive issue but does seem a little sloppy/incompetent

I also tried applying for a smart meter, (accessible, not flat) but I'm not eligible. would this primarily be due to location? Or might it relate to the gas account setup issue as above?

Hi planetf1, I can take a look at your online account and I'm confident we can get this sorted. Please just pop an email to talktous@britishgas.co.uk with your full address, MSE username & include MSE Forums in the subject line. Cheers, Matt

TheGardener

I used the Collective switch last year and have the Discount Fix Feb 2016(Sainsburys/British Gas)It comes to an end on 29th Feb. Its been excellent value and I have had no problems with billing or online accounts or submitting readings.

I've been looking at the forum and the sheer volume of info is a bit bewildering - is there another collective fix I can join?

leckl

OMG I am so beyond frustrated with this, a million emails back and forth and I still only have gas switched and not electric.
Thank you for the recent enquiry you've sent with regards to your tariff not being updated correctly, I’m sorry it’s taken me a while to get back to you.

You’ve recently been in touch and asked us to look into an important issue. Thanks for giving me the chance to resolve this for you. As such I wanted to let you know what’s been done so far.

Please accept my sincere apologies again for the issues you've recently been experiencing with the update you've not received that you were promised with regards to your tariff change. I would also like to apologise that your tariff wasn't updated accordingly to our Collective Fix December 2016 tariff. We strive to give the best possible service and when it fails to meet your expectations, it's important for us to know. I'll be more than happy to provide you with an update.

You're right, Mrs L, I should have looked at the notes more clearly to determine what has happened so far. I sincerely apologise for this and I understand that you will be frustrated about this. Please be assured that I remain committed to finding a resolution as quickly as possible for you. I have received an email from an agent you spoke with on 04 January 2016 with regards to this issue. I'm sorry that I haven't contacted sooner. I had already finished work when you contacted on 04 January 2016 and have since been out of the office. I have returned to work today and I am sending you this update as I have received a reply from our expert team.

Our in-house expert team have attempted to resolve this for you. They have explained that there is a fault on your account that is preventing us from changing your electricity tariff to Collective Fix December 2016 and this fault is beyond their control. This process has now been escalated to our National Helpdesk team. They have more facilities to look into complex faults like this and are now working hard to resolve this for you. I will be honest and say that there isn't any timescale to fix this for you, however, please be assured that I will check your account on a regular basis and provide regular updates to you.

I’m sorry I’ve not been able to fully resolve your enquiry today. I'll contact you again on 22 January 2016 to give you an update on my progress should no updates be made before this time from our National Helpdesk team.

Just to let you know on 19 January 2016, your complaint will have been open with us for eight weeks. Shortly after this you'll receive a letter from us advising you of your rights to refer the matter to the Ombudsman Services - Energy. Please be assured we are working hard to resolve your complaint and remain committed to finding a solution as soon as possible.

If you’d like information about our complaints handling procedure you can view a copy by either going online at britishgas.co.uk/energycomplaints,or by getting in touch and one of our advisors will arrange to send you a copy free of charge.

Please contact us should you need any help in the future and thank you for contacting British Gas.

Kind regards




britishgas.co.uk - Looking after your world

British_Gas_Rep_Matt

leckl wrote: »

OMG I am so beyond frustrated with this, a million emails back and forth and I still only have gas switched and not electric.
Thank you for the recent enquiry you've sent with regards to your tariff not being updated correctly, I’m sorry it’s taken me a while to get back to you.

You’ve recently been in touch and asked us to look into an important issue. Thanks for giving me the chance to resolve this for you. As such I wanted to let you know what’s been done so far.

Please accept my sincere apologies again for the issues you've recently been experiencing with the update you've not received that you were promised with regards to your tariff change. I would also like to apologise that your tariff wasn't updated accordingly to our Collective Fix December 2016 tariff. We strive to give the best possible service and when it fails to meet your expectations, it's important for us to know. I'll be more than happy to provide you with an update.

You're right, Mrs L, I should have looked at the notes more clearly to determine what has happened so far. I sincerely apologise for this and I understand that you will be frustrated about this. Please be assured that I remain committed to finding a resolution as quickly as possible for you. I have received an email from an agent you spoke with on 04 January 2016 with regards to this issue. I'm sorry that I haven't contacted sooner. I had already finished work when you contacted on 04 January 2016 and have since been out of the office. I have returned to work today and I am sending you this update as I have received a reply from our expert team.

Our in-house expert team have attempted to resolve this for you. They have explained that there is a fault on your account that is preventing us from changing your electricity tariff to Collective Fix December 2016 and this fault is beyond their control. This process has now been escalated to our National Helpdesk team. They have more facilities to look into complex faults like this and are now working hard to resolve this for you. I will be honest and say that there isn't any timescale to fix this for you, however, please be assured that I will check your account on a regular basis and provide regular updates to you.

I’m sorry I’ve not been able to fully resolve your enquiry today. I'll contact you again on 22 January 2016 to give you an update on my progress should no updates be made before this time from our National Helpdesk team.

Just to let you know on 19 January 2016, your complaint will have been open with us for eight weeks. Shortly after this you'll receive a letter from us advising you of your rights to refer the matter to the Ombudsman Services - Energy. Please be assured we are working hard to resolve your complaint and remain committed to finding a solution as soon as possible.

If you’d like information about our complaints handling procedure you can view a copy by either going online at britishgas.co.uk/energycomplaints,or by getting in touch and one of our advisors will arrange to send you a copy free of charge.

Please contact us should you need any help in the future and thank you for contacting British Gas.

Kind regards




britishgas.co.uk - Looking after your world

Hi leckl, I do understand your frustration and see from your post, we've recorded a complaint regarding the trouble you're having and have escalated this to our technical boffins to investigate further. They'll get to the bottom of this and your case handler will keep you updated until a fix is in place to sort this out. Thanks, Matt

kirtsypoos

kirtsypoos wrote: »

Hi Matt,

Thanks for the response but only the electric has been switched, not the gas!

I am beyond annoyed about the absolute joke this has been from start to finish. Finally switched the electric, only to receive an email to say my gas is on the July fixed tariff and hadn't been changed to the collective dec like it should have been :mad:

johnboymonkey

Hi,

We were waiting to move into our new home in November but there were annoying delays at the vendor end. Because of this I decided to apply for this deal before we moved in as it was about to expire. The vendor was being unhelpful and we couldn't find out the existing supplier of the new property, so I gave it as Npower because that's who we were with at our old house (for electricity only). We'd actually moved out at this point and were living in accommodation, so we didn't in fact have an account with Npower any more, but I couldn't see what else to do since we weren't registered as having an account with anyone at the new place either.

I applied on 25th Nov, and had the confirmation email from Energy Club, but nothing from BG. We moved into the house about a week later, where it became apparent that the existing supplier for gas and electricity was British Gas. We rang BG, one person claimed the switch had been cancelled, others said there was no record of it. I'd expected this, so decided to wait and see; meanwhile we have been on the standard tariff.

We still haven't heard anything from BG, and on ringing them they still claim to know nothing. I'm not actually bothered about going with BG now, as there are other good deals going, but the Cheap Energy Club web page says that I can't apply for another deal until this one is resolved. But according to BG there is nothing to resolve. It's tempting to just get BG to put us on a cheaper tariff, but we would then be tied to that for a period.

Meanwhile we are on the standard tariff...

Simon

Former_MSE_Roxanne

johnboymonkey wrote: »

Hi,

We were waiting to move into our new home in November but there were annoying delays at the vendor end. Because of this I decided to apply for this deal before we moved in as it was about to expire. The vendor was being unhelpful and we couldn't find out the existing supplier of the new property, so I gave it as Npower because that's who we were with at our old house (for electricity only). We'd actually moved out at this point and were living in accommodation, so we didn't in fact have an account with Npower any more, but I couldn't see what else to do since we weren't registered as having an account with anyone at the new place either.

I applied on 25th Nov, and had the confirmation email from Energy Club, but nothing from BG. We moved into the house about a week later, where it became apparent that the existing supplier for gas and electricity was British Gas. We rang BG, one person claimed the switch had been cancelled, others said there was no record of it. I'd expected this, so decided to wait and see; meanwhile we have been on the standard tariff.

We still haven't heard anything from BG, and on ringing them they still claim to know nothing. I'm not actually bothered about going with BG now, as there are other good deals going, but the Cheap Energy Club web page says that I can't apply for another deal until this one is resolved. But according to BG there is nothing to resolve. It's tempting to just get BG to put us on a cheaper tariff, but we would then be tied to that for a period.

Meanwhile we are on the standard tariff...

Simon

Hi Simon,

If you pop us an email at energyclub@moneysavingexpert.com we'll have a look at your Energy Club account for you.

johnboymonkey

MSE_Roxanne wrote: »

Hi Simon,

If you pop us an email at energyclub@moneysavingexpert.com we'll have a look at your Energy Club account for you.

Thank you, just sent an email.

Simon