Breeze gone.

Malti

This whole joint Ofgem / British Gas fiaso is driving me up the wall. I can't get hold of anyone by phone at British Gas, their webchat when it is working is run by morons and today I can't access my british gas account as they have created an account and pasword for me, not told me what the details are and when I try and log into their website I keep getting either "sorry we are having technical problems at the moment" or "502 bad gateway", probably because everyone else is trying to access their transferred account. Just got a message from their website say "w

e are currently making upgrades to give you a better account experience" - shame it doesn't work!

Breeze was such an easy company to deal with, British Gas are deliverately making this as difficult as possible and the sooner we shift away from them the better.


I've got an email message from Breeze saying please pay us any debit, any credit will be via British Gas. My problem with this is I can't contact breeze to discuss this as the line is now dead and why isn't this being sorted by by british gas. Any ideas anyone?

NINJA59

JamesStam wrote: »

I've had a request to submit a meter reading but it appears to be gas only. Anyone else?

Your gas supply has gone live your electricity supply has not, hence the request.

Malti wrote: »

This whole joint Ofgem / British Gas fiaso is driving me up the wall. I can't get hold of anyone by phone at British Gas, their webchat when it is working is run by morons and today I can't access my british gas account as they have created an account and pasword for me, not told me what the details are and when I try and log into their website I keep getting either "sorry we are having technical problems at the moment" or "502 bad gateway", probably because everyone else is trying to access their transferred account. Just got a message from their website say "w

e are currently making upgrades to give you a better account experience" - shame it doesn't work!

Breeze was such an easy company to deal with, British Gas are deliverately making this as difficult as possible and the sooner we shift away from them the better.


I've got an email message from Breeze saying please pay us any debit, any credit will be via British Gas. My problem with this is I can't contact breeze to discuss this as the line is now dead and why isn't this being sorted by by british gas. Any ideas anyone?

I could get technical (I work in digital marketing and I will say the BG site is shocking, even when it is working), using Lighthouse in Chrome the BG website is simply:
a) very big in terms of size (when you just use the home page it is huge in file size terms), Lighthouse gave it a performance score of 12/100.
b) designed in such a way as to only really be any good on Internet Explorer/Edge, use IE/Edge and it is far quicker.

Who ever developed that site needs to be shot in a dark room, how could they have not designed something and tested something across all browsers, you know like normal people do these days and ensure they cater to the large proportion of say Chrome users. Idiots.:rotfl:

JohnB47

Had a very discouraging discussion on the BG 'chat' facility this morning.


I had had an email from them in the past saying that my account should be ready 'after 16th Jan', so I took readings and started a 'chat' asking them how I can set up my account and what it's status was.


He said the account was now 'open ' and that I could create a log-in - he gave me my account number. I gave him the readings there and then - haven't had a chance to create the account yet.


I asked when I could leave for another supplier. He said in 28 days time! I asked why and he said something about the account not being fully set up - something about details needed to be set up on the national database. He also said that I would pay an exit fee if I moved before 2021. I challenged this and he backed down - he probably checked with a supervisor.


He still maintained that I could not start a move to another supplier until after 15th Feb.


I pointed out that Breeze stopped trading on 18th Dec 2019 and said it was totally unacceptable for me to have to wait two months to move away. I then asked how I could complain.


He said he would raise a complaint on my behalf - haven't received anything form BG yet (e.g. a confirmation of the complaint being raised).


What a shambles.


Now considering raising a complaint with Ofgem.

rmtucker

After the switch was rejected yesterday.


I spoke to BG this morning and was told the reason it was rejected is because the account was only setup yesterday.
I was also told that we have a 14day cooling off period to switch without problems (Thats a laugh!).
Anyway had tried to enter meter readings via text/website/email and had no luck so i took the opportunity to give them over the phone while i was talking to him.


I have recontacted Yorkshire energy and asked them to re-initiate the switch to see what happens (But i see another rejection email coming after what i have read on here).


BG is farcical and there representatives are not all singing from the same hymn sheet.

NINJA59

JohnB47 wrote: »

Had a very discouraging discussion on the BG 'chat' facility this morning.


I had had an email from them in the past saying that my account should be ready 'after 16th Jan', so I took readings and started a 'chat' asking them how I can set up my account and what it's status was.


He said the account was now 'open ' and that I could create a log-in - he gave me my account number. I gave him the readings there and then - haven't had a chance to create the account yet.


I asked when I could leave for another supplier. He said in 28 days time! I asked why and he said something about the account not being fully set up - something about details needed to be set up on the national database. He also said that I would pay an exit fee if I moved before 2021. I challenged this and he backed down - he probably checked with a supervisor.


He still maintained that I could not start a move to another supplier until after 15th Feb.


I pointed out that Breeze stopped trading on 18th Dec 2019 and said it was totally unacceptable for me to have to wait two months to move away. I then asked how I could complain.


He said he would raise a complaint on my behalf - haven't received anything form BG yet (e.g. a confirmation of the complaint being raised).


What a shambles.


Now considering raising a complaint with Ofgem.

You will get a confirmation of your complaint via snail mail in about 2 weeks, I received mine a few days ago about it.

I now have a guy in the complaints department chasing me to "discuss" it.

What it really boils down to is the lack of simple custom communication and the people we are speaking to having [no] knowledge to answer questions.

The sad reality is that I can tell that on the frontline none of the staff are empowered to provide information (or have the information provided to them on a frequent enough basis) to help customers. It might seem wrong/odd, but I do have *some* compassion with those picking up the phone/webchat, where I don't though is where there is clear BS and yes I will call them out on it.

In other words don't exchange your spade for a JCB if you don't know the answer.;)

I like others agree that I hold Ofgem responsible for a large "proportion" of this whole saga and more so the statement of "let the switch go through" and then you can decide. What !!!!!!!!, it is not the max time to switch, I now have to wait the best part of a month to do so! Ofgem's to me now is part of the big six problem and probably guided by many former "members" of the big six.

Swipe

If Ofgem had just made the rules so that the SOLR honours the previous suppliers rates until the customer is able to switch away none of this would be an issue and BG would soon get their act together

Zanzib

I was called by British Gas a few minutes ago- my electricity goes over to them today, but gas not until Monday.

It appears they have started ringing Breeze customers, as the person I spoke to said he'd spoken to customers who hadn't heard Breeze had gone out of business- presumably those not online.

I gave him the final meter readings I'd submitted to Breeze on the 10th January, and will submit the latest today and Monday.

I had to ask for my account number, but it may not be ready yet so I'll try and submit today's electricity reading, later.

He said that they're working on a new tariff for Breeze customers that they hope to bring out in the next two weeks and will notify customers, possibly nearer the Breeze rates. They can backdate this new one to the start if it's taken up- but I wasn't convinced on that.

He denied they would prevent anyone from changing supplier for 14/28 days, if they chose to change, but I suspect it's all dependent on the new account being set up and running.

Whatever is going on there's clearly different information being told to different customers.


EDIT: Just tried to log in to the account to set up password etc and my details not recognised, even though I told them on the phone it's my email address and I do the ringing up etc, the account is still in my husband's name! Tried that and it worked.

007stuey

I just submitted my electric meter reading by text by request to bg .. so I’m assuming that my account is being set up ... not heard anything about gas yet .. I will get the ball rolling to switch on Monday and see what happens

icsys

It appears that my BG account is set up.
I can log in, see my tariff details, see my outstanding balance (which says £0.00), links to enter meter reads, etc...

It still says 'estimated supply start date is 16th Jan 2020' for both gas and elec, and to enter meter reads by 21st Jan.

I have not been contacted by BG to supply meter reads, nor been told the account is now active.

Debating now whether to just enter todays meter reads or wait until prompted to do so.

Chocmonster7

I was sent a text this morning from BG asking for my Electric reading but as my account appears to be set up I entered it via there. Gas is set to switch on Monday 20th but they'll have to wait for that reading as I'm going to be away.