Collective Switch

MSE_Dan_L

MartinGPerry wrote: »

I switched 3 duel fuel accounts under this scheme.
Each one has been a total nightmare, I have a pile of letters from BG inches high, dozens of emails and countless hours spend on the phone trying to resolve this.
I thought the electricity transfers had gone through ok, yet I keep getting emails telling me the opening reading needs to be resubmitted, I've done this countless times and each time get an email saying its been successful - only to get another email a day or so later saying there was a problem asking for the reading to be resubmitted.
We're still nowhere with the gas transfer despite having received multiple letters giving transfer dates.
To make it worse I wasted hours on the BG customer support help line where they denied there was a problem with the transfer and I should get in touch with existing supply companies, I did that and that also took several hours but got nowhere.
I've now had calls from BG saying this will be resolved, but I have to say I've totally lost confidence in BG and also MoneySaving Expert for firstly promoting this shambles and secondly for not putting pressure on BG to get it sorted.

Hi MartinGPerry

I'm sorry to hear that your switch hasn't gone smoothly.

Unfortunately it sounds like the glitch which I mentioned earlier on this thread (see post 59 - https://forums.moneysavingexpert.com/discussion/5415092) has meant that there has been a delay to your switch.

I've posted a couple of points on meter readings - if you use this link they should go through correctly.
https://www.britishgas.co.uk/OpeningMeterRead/Anonymous-read/Entry/

Just to add, we've been kicking off to BG about the issue with the delay to the switch, pushing it hard to get this sorted and quickly. I totally understand your frustration with this and that is why we insisted on it providing the details of the group of users who have been impacted so we could share the email update which I sent out on Tuesday afternoon.

The best number to call if you're having difficulties is 0800 975 9712 - this'll take you straight through to the specialist collective team in Cardiff who have been specifically briefed and have extra system access compared to the usual BG customer service teams.

I hope this update helps.

ducatidemon100

Ah! Clearly a dim switch at this end - I have NOW seen all the other posts about problems, which explains my position. Still, just in case anyone wants to feel that the burden has spread, I leave the post below in itallics. Makes note to self to look more closely at the forum posts first next time. Hi - Am I the only one experiencing problems?! Apart from numerous emails from BG (three different start dates), one advising that my meter reading was unsuccessful, the most alarming news to date is that ExtraEnergy refused to transfer my gas supply. Ringing BG, I was told that the customer services team had received an email from their own switch team advising of problems and that the team would be phoning all people trying to switch. I have not been rungso far (I called a week ago). I rang ExtraEnergy who advised that, although the electricity had switched, they had not received a request from BG to switch gas. Anyone else in the same boat? Paul

ducatidemon100

Hi - Your post implies you have emailed all switchers who have had problems. I have not received any such email. I wonder if I am on the list or floating in a gas filled part of BG's ether. Paul

I'm sorry to hear that your switch hasn't gone smoothly.

Just to add, we've been kicking off to BG about the issue with the delay to the switch, pushing it hard to get this sorted and quickly. I totally understand your frustration with this and that is why we insisted on it providing the details of the group of users who have been impacted so we could share the email update which I sent out on Tuesday afternoon.

The best number to call if you're having difficulties is 0800 975 9712 - this'll take you straight through to the specialist collective team in Cardiff who have been specifically briefed and have extra system access compared to the usual BG customer service teams.

I hope this update helps.

Kingsd316

I'm currently waiting for an email reply as to whether they have my opening meter readings, I've given them over the phone, email and via the app, im pretty sure it has all gone smoothly and my service started yesterday.

ubdai

I've switched from ScotPower to BritGas with Martin. So far it has been a hassle from BG to accept the meter readings. Submitted three times and then had emails from BG saying they cannot use them.
So far not filled with confidence that I have done the right think.

Coinmachine

I had an email on 17 Feb confirming the switch with an estimated start date of 4 March, but not heard anything since. I rang them today and they said gas has switched with elec tomorrow. I can give my meter readings over the phone or online. Not sure why no email though?

Does anyone know how the £30 cashback will work?

British_Gas_Rep_Matt

MartinGPerry wrote: »

I switched 3 duel fuel accounts under this scheme.
Each one has been a total nightmare, I have a pile of letters from BG inches high, dozens of emails and countless hours spend on the phone trying to resolve this.
I thought the electricity transfers had gone through ok, yet I keep getting emails telling me the opening reading needs to be resubmitted, I've done this countless times and each time get an email saying its been successful - only to get another email a day or so later saying there was a problem asking for the reading to be resubmitted.
We're still nowhere with the gas transfer despite having received multiple letters giving transfer dates.
To make it worse I wasted hours on the BG customer support help line where they denied there was a problem with the transfer and I should get in touch with existing supply companies, I did that and that also took several hours but got nowhere.
I've now had calls from BG saying this will be resolved, but I have to say I've totally lost confidence in BG and also MoneySaving Expert for firstly promoting this shambles and secondly for not putting pressure on BG to get it sorted.

Hi MartinGPerry, I agree it's not a great welcome but we will put this right. Just so you know, we've regrettably experienced a technical problem when submitting around 6000 requests to transfer gas supplies and it sounds like you've been affected by this issue. Initially it appeared current suppliers had objected to the transfer, which is why you may have been told there wasn't a problem. We've since identified the fault that caused this and are making sure it's sorted out as soon as we can. You don't need to do anything as we've since identified the fault that caused and we'll be writing to you to let you know a bit more about what's happened and confirm the exact date your gas will be switching to us. In the meantime if you’d like I’ll be happy to check we’ve got your electricity reading, please just pop your details on an email to talktous@britishgas.co.uk, including your MSE Username in the subject heading. Cheers, Matt

British_Gas_Rep_Matt

Kingsd316 wrote: »

I'm currently waiting for an email reply as to whether they have my opening meter readings, I've given them over the phone, email and via the app, im pretty sure it has all gone smoothly and my service started yesterday.

Hi Kingsd316, I've replied to your email and just give me a shout if you've any further questions. Cheers, Matt

British_Gas_Rep_Matt

jcontest wrote: »

My "Estimated" start dates were on the 1st for both Gas and Elec, but other than the "Welcome" email I received about two weeks ago I have not had any other email or anything from BG. Should I submit readings online before they are requested or wait until I am contacted?.

I also received no notice from Sainsbury's to say that they are sorry to see me go, nor any to say that my price would be increasing from the 1st of March, Is this just missing post for me or did they not send anyone info about that?...

Hi jcontest, you certainly should've received an email to let you know the exact date you were switching and asking you to pop a reading over to us. I can find out what's happening and will just need you to pop your details on am email to talktous@britishgas.co.uk, including your MSE Username in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

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, if your DD's been set too high any extra credit building up on your account will be refunded, however I totally get it's best if the extra money's never taken from your account and I'll by happy to check this for you. Please just email your details to talktous@britishgas.co.uk, including your MSE Username in the subject heading. Thanks, Matt