Switchover problems

malrichvic

I'm having great difficulty with the MSE suggested switchover to British Gas. I keep being asked by BG for the opening gas and electricity readings ... and I keep supplying them ... but nothing happens apart from another request for the meter readings.
Am I alone in this matter?

davidsuffolk

Might be worth reading the thread on Sainsbury's Energy from the Feb 2015 collective fix. SE are also BG and the problems of providing opening meter readings was constant there to start.

Swp12Grev

Yes I have experienced the same, it's not a very good start - I've moved from Co-op due to technical problems with their web site. If Martin's monitoring these comments perhaps he can ask BG what's going on!

British_Gas_Rep_Matt

malrichvic wrote: »

I'm having great difficulty with the MSE suggested switchover to British Gas. I keep being asked by BG for the opening gas and electricity readings ... and I keep supplying them ... but nothing happens apart from another request for the meter readings.
Am I alone in this matter?

Hi malrichvic, we've a specific journey to submit your opening reads as opposed to meter reading you'd submit each quarter for a bill and it sounds like you may've been submitting readings to be used for a bill.
When it's time to submit your reading, we'll pop you an email containing a link which will direct you to our website & you'll then just need to select the link labelled 'submit your first reading'. You'll then be directed to enter your gas & electricity meter point numbers, along with your personal details, before continuing to the next page to submit your readings.
You can also submit your opening meter readings by logging on to your online account and selecting the link labelled 'Manage account' displayed next to your gas or electricity account with the sales order number. You'll see a progress bar showing you're at step 3, select the link underneath and then select 'Submit your opening reading’. You’ll then be asked to enter your gas & electricity meter point numbers, before continuing to the next page to submit your readings.
Please be aware you won’t be able to submit your opening readings through the App on your iPhone or Android handset and will need to log into your online account from a desktop or laptop computer.
If you still have any hiccups popping us your readings, I’m sure I’ll be able to sort things out. Please just email your details to talktous@britishgas.co.uk, including your MSE Username and MSE Forums in the subject heading. Cheers, Matt

British_Gas_Rep_Matt

Swp12Grev wrote: »

Yes I have experienced the same, it's not a very good start - I've moved from Co-op due to technical problems with their web site. If Martin's monitoring these comments perhaps he can ask BG what's going on!

Hi Swp12grev, were you submitting your readings through the App as it will only let you submit readings for a bill and not the opening readings. If you're still have any hiccups popping us your readings, I’ll be happy to lend a hand. Please just email your details to talktous@britishgas.co.uk, including your MSE Username and MSE Forums in the subject heading. Cheers, Matt

malrichvic

Things are getting worse with the MSE switch from Scottish Power to British Gas.

British Gas says it is supplying the gas and is waiting to hear from Scottish Power approving the transfer meter reading.

Scottish Power says it is supplying the gas as they have not heard anything from British Gas.

Which do I believe? And I'm am paying for the same gas, twice, with 2 direct debits being used.

The transfer of electricity went through all OK.

The whole process started a month ago on 5th February.

System

malrichvic wrote: »

Things are getting worse with the MSE switch from Scottish Power to British Gas.

British Gas says it is supplying the gas and is waiting to hear from Scottish Power approving the transfer meter reading.

Scottish Power says it is supplying the gas as they have not heard anything from British Gas.

Which do I believe? And I'm am paying for the same gas, twice, with 2 direct debits being used.

The transfer of electricity went through all OK.

The whole process started a month ago on 5th February.

The problem is out-of-date industry procedures. Suppliers have 35 days from the date of application to switch to transfer supply. Under Ofgem supplier licence obligations, the gaining supplier is responsible for managing all aspects of the transfer. BG will have passed your meter readings to a third party for review/adjustment based on historical data. These are then passed to both suppliers as the opening and closing readings. If there is a delay, then in your case, it is up to British Gas to resolve the problem for you. Bear in mind, that the losing supplier has to use its reasonable efforts to produce a final bill within 6 weeks of the switch. I doubt that you have passed that point yet. If there is an IGT involved, then the whole process can take much longer.

For the avoidance of doubt, you will not pay for the same gas twice.

Wolf3

Things are getting worse with the MSE switch from Scottish Power to British Gas.

British Gas says it is supplying the gas and is waiting to hear from Scottish Power approving the transfer meter reading.

Scottish Power says it is supplying the gas as they have not heard anything from British Gas.

Which do I believe? And I'm am paying for the same gas, twice, with 2 direct debits being used.

The transfer of electricity went through all OK.

The whole process started a month ago on 5th February.

That actually sounds like British Gas have taken over a different supply number for your property. Each property is given a separate supply number called a Meter Point Reference. Check what the MPRN is with Scottish Power, should be listed on any bill you have received. Then check which MPRN that British Gas have taken over, probably should be quoted on any paperwork you have received. if these 2 numbers are different then British Gas have probably taken over the wrong supply, due to outdated information on the National database. A phone call to BG can sort the issue,
Alternatively, if the MPRN is the same and your MPRN starts with the number 7 this is possibly an IGT (Independent Gas Transporter) and the process can take a lot longer for Scottish Power to recognize that British Gas have taken over the supply than a transfer using a Transco/National Grid MPRN.

malrichvic

Thank you for your detailed and helpful reply.

The MPRN is the same for both Scottish Power and Britiash Gas AND starts with a 7 so perhaps an IGT is involved.

Is it a case of just wait and see, or should I be pro-active in chasing Scottish Power to acknowledge that British Gas is / has taken over the supply?

At the moment both energy companies appear to be sitting back and blaming each other.

malrichvic

British_Gas_Rep_Matt wrote: »

Hi malrichvic, we've a specific journey to submit your opening reads as opposed to meter reading you'd submit each quarter for a bill and it sounds like you may've been submitting readings to be used for a bill.
When it's time to submit your reading, we'll pop you an email containing a link which will direct you to our website & you'll then just need to select the link labelled 'submit your first reading'. You'll then be directed to enter your gas & electricity meter point numbers, along with your personal details, before continuing to the next page to submit your readings.
You can also submit your opening meter readings by logging on to your online account and selecting the link labelled 'Manage account' displayed next to your gas or electricity account with the sales order number. You'll see a progress bar showing you're at step 3, select the link underneath and then select 'Submit your opening reading’. You’ll then be asked to enter your gas & electricity meter point numbers, before continuing to the next page to submit your readings.
Please be aware you won’t be able to submit your opening readings through the App on your iPhone or Android handset and will need to log into your online account from a desktop or laptop computer.
If you still have any hiccups popping us your readings, I’m sure I’ll be able to sort things out. Please just email your details to talktous@britishgas.co.uk, including your MSE Username and MSE Forums in the subject heading. Cheers, Matt

Hi Matt,

Can you please read the latest posting and give any direct help from within British Gas?

British Gas is blaming Scottish Power and Scottish Power blaming British Gas ... and I'm piggy in the middle, paying for the gas twice.

Thanks,
Malcolm

footyguy

malrichvic wrote: »

... I'm am paying for the same gas, twice, ...

malrichvic wrote: »

... I'm piggy in the middle, paying for the gas twice...

I very much doubt you are paying for the same gas twice.
e.g. do you have bills/statements from both suppliers covering the same period and the same metered usage?

Anyway, if you call National Grid on 0870 608 1524 (maybe tomorrow) they will be able to tell you who is officially supplying your gas currently.