Collective Switch

DJRobo

We signed up to British Gas via MSE Energy Club February 2016 Collective on Dual Fuel, on the basis that it would be £79 per month.

When we signed into the online account imagine our surprise to find a Monthly Direct Debit amount of £103, what game are they playing, if they don't sort this they will be ditched as they have not stood by their side of the agreement.

Last year we were with Sainsbury's (British Gas) at £90 pm, hence the switch. We should have gone with First Utility.

Anyone else had anything like this.

MSE_Dan_L

DJRobo wrote: »

We signed up to British Gas via MSE Energy Club February 2016 Collective on Dual Fuel, on the basis that it would be £79 per month.

When we signed into the online account imagine our surprise to find a Monthly Direct Debit amount of £103, what game are they playing, if they don't sort this they will be ditched as they have not stood by their side of the agreement.

Last year we were with Sainsbury's (British Gas) at £90 pm, hence the switch. We should have gone with First Utility.

Anyone else had anything like this.

Hi DJRobo

As you were already supplied by British Gas (under Sainsbury's Energy), it'll have an accurate view of your usage, so rather than using the information provided to Cheap Energy Club it'll usually use the details in your account to set-up your direct debit. If your account was in debit before the switch, it'll normally increase the direct debit to cover this (rather than asking for the payment up front).

If you'd like to talk this through with British Gas, you can call its specialist collective team on 0800 975 9712.

I hope this helps.

nickcc

Entered electric readings yesterday after email asking for them, just recvd email stating "unable to process readings please re-enter in 24 hrs or phone readings in" not looking promising.

MSE_Dan_L

nickcc wrote: »

Entered electric readings yesterday after email asking for them, just recvd email stating "unable to process readings please re-enter in 24 hrs or phone readings in" not looking promising.

Hi Nickcc

We've asked British Gas to provide an update on this on the forum. However having spoken to it, two possible reasons for this have been highlighted:
1) Opening meter readings cannot be accepted via its app
2) The website has two separate areas for opening and 'ongoing' meter reads. Unfortunately if you enter your opening reading in the 'ongoing' meter read section, it'll be rejected (in the way you mention).

Hopefully this helps - if you continue to have problems you can provide the reading via 0800 975 9712 (it has an automated service).

I hope this helps.

Keeperdog

Just switched to BG, using the collective as from 23 Feb...I have received 7 emails concerning the opening meter readings. Requesting them, saying that they had received them and then that the online input failed due to a systems problem. Not happy. On emailing a complaint I received a response saying that my account was opened on 18th May 2016...yes you read it right. Little explanation of the reasons why and stating that they had no readings and could I input these. You can imagine my total exasperation and annoyance. On ringing them they had not alot more to say only we will get a manager to ring you....still waiting. While waiting I received a call requesting feedback on the call to the complaints team. The first question was "would you recommend them" I gave the lowest score and then the reasons why. The next question just started and was interrupted by " I am sorry there is a system problem and we will have to terminate the call".
Has anyone any ideas to get this sorted..or a system that is fit for purpose.

itsj2

Come on MSE you should be treating this fiasco as a major news story now given the problems that so many of your members are encountering. The BG special switch line openly admits that the info shown on online accounts is incorrect and their latest advice to me is just to "sit tight". Not good enough and to make things really embarrassing the two other families I encouraged to make the collective switch are experiencing exactly the same problems - several changing switch dates, inability to submit readings, readings rejected and total confusion as to whether we have been switched or not! The gas side of things is especially problematic. Just what do we do?

nickcc

It seems that I've got two different account numbers, one will take the meter read but can't process it and the other one says it's not set up yet.

Perhaps the one is my original account number before my last switch from BG to NPower.

I think I'll just wait for the app to be fixed rather than phone my meter read in as I don't want to risk even more problems.

MSE_Dan_L

Hi all

I'm sorry to hear that some of you are having a frustating time providing the opening meter readings. I've asked British Gas to urgently post an explanation on the forum to help you with this.

In the meantime, it has explained that it believes the meter read issues being mentioned are likely to the readings being submitted in the wrong part of the online account page, or alternatively via the app.

I've attached an image, highlighting in red the section where the opening meter read needs to be submitted. Unfortunately if you provide the reading via the 'online customers' section on the left hand side the reading will later be rejected.

In terms of the app, British Gas has told us that it is unable to accept opening meter readings through this route (they'll be rejected similarly to my point above), so I would suggest trying a different route.

if you continue to have problems, you can provide the opening readings via British Gas' specialist collective team on 0800 975 9712.

I hope this helps.

MSE_Dan_L

itsj2 wrote: »

Come on MSE you should be treating this fiasco as a major news story now given the problems that so many of your members are encountering. The BG special switch line openly admits that the info shown on online accounts is incorrect and their latest advice to me is just to "sit tight". Not good enough and to make things really embarrassing the two other families I encouraged to make the collective switch are experiencing exactly the same problems - several changing switch dates, inability to submit readings, readings rejected and total confusion as to whether we have been switched or not! The gas side of things is especially problematic. Just what do we do?

Hi there

I'm sorry to hear of these frustrating issues. We've escalated this with British Gas who have explained the problem in more detail.

It seems that on a particular day, it had a technical glitch loading some applications (around 4% of the total number of collective switches), with one of the fuels showing in its systems incorrectly as being rejected by the current supplier and therefore cancelled.

It has picked up this issue in its data checks and has told us it has fixed the problem that the switch will be fully completed in the next 10 days.

We've asked BG to provide us with the details of each individual switch so we can notify our users and it'll also be contacting these switchers directly.

BG has told us it has briefed its specialist collective team in Cardiff on this issue (unfortunately I understand some of its other customer service agents are sharing incorrect info). If you'd like to speak to someone you can contact it directly on 0800 975 9712.

I hope this information helps.

British_Gas_Rep_Matt

stevem999 wrote: »

Oh I knew this was too good to be true. I remember the dreadful experience of switching to Sainsbury's aka BG for the last collective switch and really hoped they'd get their act together for this one. Oh dear, it seems not.

Now been asked twice for my opening meter readings by BG. They were submitted the first time, on the day after the email arrived. Email was sent by BG on 18th Feb asking me for meter readings so they are ready to start supplying me from 17th Feb!! Good start. Then another email from them today, 24th, telling me not to forget to put my meter readings in, even though they already are, 6 days ago.

Oh, and my switch comparison said I would pay £90 per month on my usage, and amazingly this has now crept up to £93 instead. Sneaky. I queried it and was told that by someone in a distant land that this may be a system error and could not be changed because they have already sent the DD details to the bank. Oh and under the Sainsbury's guise, I was in credit at the end of my account, so they refunded me some money and then realised that the switch (within the same company!) wasn't ready so now they want to take the money back by DD. Poor, poor, poor.

Hi Stevem999, we've had a few hiccups with meter readings submitted via our App, which regrettably can only be used to submit readings for bills and not your opening meter readings. Did you use the App to submit your readings?
Just so you know, you can 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.
If you're still having trouble I'm sure we can sort it out, please email your details to talktous@britishgas.co.uk, including your MSE Username and MSE Forums in the subject heading and I'll be happy to lend a hand. Cheers, Matt