MSE News: MSE Big Energy Switch Event 5: British Gas £300/yr saving for new &...

jelv

I've been on the phone to them three times with the same issues as others are reporting. The last time they asked me to check the serial number on the gas meter - their records must be in a right mess!

It's been referred to some other department to correct and I've been told it could take up to a week. The does suggest the number of customers they have with issues.

ripon12

Are bg taking the pee
Gave meter readings got an email confirming but the readings in the email were not the ones I submitted twice!!
Phoned bg gave readings again so thaught all ok
Then get a call from them asking if all is well I say yeah as thaught it was
Now today 2 emails saying non of my readings can be processed
I have just missed a call from them so called back to get our offices are now closed
I honestly wish I had stayed with EDF now as this is getting beyond a joke
If I leave now would I have to pay the exit charges ? I really am not happy about this

Gizmo247

Gizmo247 wrote: »

I had to intervene big time to avoid a massive electricity bill. My gas moved over very quickly and was all correct on both sides, however the electricity had still not moved. Rang up yesterday (again!) to see what was going on and it seems to have only just gone into "install new device" status that day (coincidence?). Anyway rechecked with OVO and they said the final reading had not come through and they had not been ask to send the meter id info.

Anyway by the evening, OVO had issued a final statement of the Electricity using an older reading (even though the had the right reading for the change over day) and finalized my account. Also things started working on the BG side except they were using an estimated opening reading (not the one I'd given them) which overlapped with OVO's significantly, so I was double paying.

Got another BG operative to replace the estimated reading with the figure OVO used and thought all was OK. However when I checked the reading history, BG had posted my 26th October readings as if they were entered on the 28th so that value was now less than the 26th reading giving a opening bill of around £17500 (it assumed metered overturn had occurred)

Called up BG again, and by a fluke, I managed to get on to the first guy I was taking to a couple of days ago (he remembered me), who was great, he killed both bills and deleted all but the opening readings, took a new set of readings and set the bill to re-generate in the middle of the month.

So all set! BG sort your IT and processes out!

Weirdly, one of my electricity readings which i had removed because it was posted against the wrong day has now reappeared against the right day; so perhaps BG have identified the issue with mixed up readings and are rerunning them through the system.

MSE_Dan_L

Hi all

I'm sorry to hear about the problems being reported around British Gas' systems and in particular the meter read problems which you're encountering.

We're continuing to push British Gas on this and its management team are looking into what is causing these issues.

In the meantime, we've added some information onto the Cheap Energy Club FAQ pages which I've also copied below.

- While British Gas has made a number of changes to how it takes opening meter readings, many of them positive, clearly there are still some issues with its system. We’ve asked it to look into what is causing the issue and prevent it from happening in the future.

If you're seeing the 'meter read not accepted' notification, here's what you need to know:

- If you see this message, don’t provide further readings on your online account. British Gas has suggested calling the specialist collective team on 0800 975 9712 - they will be able to take your opening meter read.
- The online account will continue to show a link to ‘provide your opening meter read’ even after it has been submitted – there’s no need to resubmit readings if you see this.
- If you’re currently with Sainsbury’s Energy and moving to British Gas, it’s best to provide the reading through your existing Sainsbury’s account. Even though Sainsbury’s is operated by British Gas, we’ve heard that this causes a technical fault if you try to enter the meter reading on the British Gas side.
- The opening meter read must be submitted in a specific section of the British Gas website. British Gas should have provided you with a personal link, but if you have your MPAN/MPRN to hand, you can give it here.
- Opening meter readings can’t be provided via the British Gas app.

We'll continue to chase British Gas on this and add more information when we have it.

British_Gas_Rep_Matt

Pulpdiction wrote: »

BG now abandoned this forum as well by the looks of it - no posts for 2 days.

Hi Pulpdiction, I've not abandoned the forum; just been away from the office and I’m sorry about the wait.
I've seen your earlier post and having a 2 rate meter shouldn't be causing any problems.
However depending on your usage it might be better to add your usage on both rates together and charge you on a single rate, which sounds like what my colleague was talking about.
It would just change the rate you're charge though and you'd still submit your readings for both rates as normal.
If you've any further trouble; please call our Specialist Collective team on 0800 975 9712 or pop your details to me an email to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

cuthbert_thickett wrote: »

This switch is not working for me, BG haven't been able to help much. The website doesn't work, my account doesn't work, and they keep sending emails asking for my readings, which I keep giving them on twitter. My first experience with British Gas, and I am reminded why I have been avoiding them all these years.

Hi Cuthbert thickett, sorry about the start you've experienced, I get it's not been great; however I'm confident we can turn things around.

If you've submitted your opening readings and had confirmation they've been accepted, you can safely ignore any further requests for readings and they'll stop shortly.

In the meantime, I can check your online account ; please just pop your details to me an email to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

ossie wrote: »

My scenario so far from my BG switch has not been good! I submitted my readings which were confirmed by an email from BG. Once my account became live online today one of the electricity reading was incorrect and BG have also managed to switch the low tariff and normal tariff. Luckily I am on the ball and BG have promised to sort it hopefully.

Hi ossie, thanks for spotting the mix up & I trust everything has been sorted out for you.

If you do need any help, I'll be happy to lend a hand; please just call specialist collective team on 0800 975 9712 or pop your details to me an email to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

MidLifeMayhem wrote: »

This is become a nightmare. It looks like my electricity has switched (I can see this from my previous providers' website), however I have received a text from SSE Hydro requesting my Gas meter reading as they seem to think I've switched to them? I've never used SSE so no idea how that could have happened. The Gas is still showing as Scottish Power are waiting for BG to finalise the readings.
I actually tried to cancel the switch after reading this thread but the email address provided on the website just bounced back and I didn't have time to call.
I've given meter readings to BG but everytime I log in it asks for the meter point numbers so I can't get any further into the account.

Hi Midlife Mayhem, it sounds like we're just completing setting up your account, which is why you'll be asked for the meter point numbers as it's displaying your switch order rather than your account.

Once your account is fully set up, you'll see an account number beginning with 85 and I'll be happy to look into any trouble you're having.

Please just call our specialist collective team on 0800 975 9712 or pop your details to me an email to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

Former_E.ON_Company_Representative:_Malc

Danceswithhorses wrote: »

UNBELIEVABLE...
...After all the problems with BG, i thought things were solved.
Eventually my readings were put on the website, even though the gas was estimated @ 01198 for some reason.
I thought, at least Eon and BG have the same (01198) gas reading, and it's pretty close to the correct reading (01174), so let's just forget the whole thing.
5 minutes ago, BG changed my gas reading to the correct figure i sent in 3 weeks ago (submitted 5 times in total), but said they cannot inform Eon of the corrected reading, because 'the meter reading is within the industrial limit'.
So now eon have a final gas reading of 01198 (estimated) and BG have opening reading of 01174 (customer)
wow that's just great thinking BG :mad::mad::mad:

Edit...just called BG collective switch team (55 minutes call)
Adviser was a nice chap and very apologetic, but said all he could do, was put in a 'disputed read' notice, which could take upto 35 working days to sort out.
35 working days...that's 19th December, almost 3 months after the switch started !!!

Sorry to butt in again Danceswithhorses but just spotted this. An Agreed Readings Dispute can only be raised where the difference is above set thresholds. For a 5 dial metric gas meter, this difference needs to be above 125 units (cubic metres). As the difference between our closing read (01198) and the new opening reading (01174) is only 24 units, it won't be possible to go down this road.

The previous bit of advice about industry limits was spot on.

Sorry to be the bearer of bad news Danceswithhorses.

Malc

British_Gas_Rep_Matt

unhappychappy16 wrote: »

It really does not matter who you complain to because no one listens and no one does anything about it, It is totally shocking. so many posts like mine about meter reading problems NO ONE AT BRITISH GAS HAS A CLUE ON WHAT THEIR DOING IM SICK AND TIRED AND STRESSED OUT WITH IT ALL.

WHERE IS MSE HELP AND WHERE IS BG MATT NOW ???

YES U GUESSED IT THERE ALL HIDDING BECAUSE OF ALL THE PROBLEMS, THEY KEEP LINKING US TO USEFUL IMFORMATION LIKE CONTACT NUMBERS AND ETC...

BUT NONE OF THEM HELP. NOTHING CHANGES ..........

I WILL NEVER USE MSE AGAIN AFTER THIS, AND AS FOR BRITISH GAS ... NEVER AGAIN THEY A TOTALLY USELESS.

Hi unhappy chappy, I'm not hiding, just been away from the office & I'm sorry I've not been able to get back to you sooner.

I see on another thread you've mentioned you're going to Ofgem regarding this; however if your complaint hasn't been open for 8 weeks they usually ask you allow us a b8it more time before they'll act on your behalf.

I do understand your frustration as I'd just want things fixing too and I can see where things stand at the moment. Please just pop your details to me an email to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt