Beware updating an estimated meter reading on British Gas website.

PAS66

I moved to the British Gas online fixed account back in December, so I'm a new customer, however I've just found a major glitch with their online system


I logged on to the British Gas customer website and submitted my meter readings for Gas and Electricity.
I noticed that they had been estimated a few days previously. The gas estimate was the same as my current reading, so I left it the same. My electricity reading was a bit lower than the estimate so I decided to submit the lower reading. I received a message asking if I was sure that was the correct reading, which seemed odd but I submitted it anyway.
Imagine my shock when I checked the meter reading history. Instead of updating my account, removing the estimated reading, as my previous suppliers (EDF) system used to do, the British Gas system logged the reading as if the meter had gone right around the clock and logged that I have used 99860 KWH since the estimated reading.
I immediately called customer services and got the account amended, however if I had not noticed the error who knows how much British Gas would have put my monthly direct debit up to.
This is a very serious fault with the British Gas system. I work in I.T. and if I developed a system that had such a schoolboy error in it I would be hung out to dry, and quite rightly so.
The web site clearly states that you can submit an amended reading, if you have had an estimated bill, but if you enter a lower reading, it bills you as if the meter has gone around the clock!

daveyjp

I think its more of a glitch in the OPs ability to enter five numbers from a meter into 5 boxes on a website.

teddysmum

I think it's a case of the system not being able to cope with a lower reading replacing a higher one.


Suppose a clock only goes up to 999 and the reading is 800. If you then put in a reading of 750,the system assumes that you have used 200 (up to 000) then another 750 .ie 950.

Former_MSE_Roxanne

Hi all,

Another thing to add is that the opening meter-reading window for the collective is likely to be closed for many users, so in these cases most online opening readings will be rejected. British Gas has told us you can submit your meter readings instead by calling its special collective-switch team on 0800 975 9712.

PAS66

Thanks TeddysMum. That is the point that I was making.

It's not helpful when posters just assume that you are stupid and post to say so!
I am quite capable of entering 5 digits into a 5 digit form.

When I called BG to explain what had happened they admitted that estimated readings can only be modified manually and not on the web site, so why does the web site say that you can do so?

teddysmum

PAS66 wrote: »

Thanks TeddysMum. That is the point that I was making.

It's not helpful when posters just assume that you are stupid and post to say so!
I am quite capable of entering 5 digits into a 5 digit form.

When I called BG to explain what had happened they admitted that estimated readings can only be modified manually and not on the web site, so why does the web site say that you can do so?

Because it is a badly designed website and it's not the only one.