British Gas X (Online Only Tariff) - Updated 6th April - AVOID

MWT

BobNeilson said:

I took out this tariff a few months ago, as it offered "free" Homecare boiler cover as part of the deal. However, the Homecare cover isn't worth the paper it's written on. There is a £99 excess charge for each call out and there is no annual boiler inspection included.

The charge is actually for each 'repair' and one call-out can involve more than one repair so it is even worse than you thought it was...

yellowlorry

Further to previous posts, British Gas X, having advised me that everything was OK and the switch had gone through and they were my new supplier and had even taken the first payment, sent an email this morning advising there was a problem with the switch and although they could continue supplying electricity, they could not supply gas because they did not support the new smart meter my previous supplier had installed, but I was not to worry because I would be automatically transferred back to my previous supplier for gas and British Gas X would continue supplying electricity. I contacted my previous supplier who told me it was news to them and that the smart meters they had installed 12 months ago were the new type they had changed to so were universal and suited British Gas. My previous supplier checked the national data base and according to that, I was not with British Gas X but a company called ''Till'' and they had never heard of them. On investigation, Till,  is the previous name of British Gas X but this change has not yet been universally accepted. I still cannot get hold of British Gas X, that's trying 2 or 3 times a day, for a minimum of 30 minutes each time for over 4 weeks. That's it for me, going back to previous supplier, if they will have me. I am afraid this was not one of Martin Lewis's best suggestions. 

muffinhead

yellowlorry said:

I still cannot get hold of British Gas X, that's trying 2 or 3 times a day, for a minimum of 30 minutes each time for over 4 weeks.

I've had trouble with their live chat loading whilst logged into my account. I've had better luck accessing it through the Contact Us page, just give it a few seconds to load after clicking "Chat with an Expert":

https://www.britishgasx.co.uk/contact-us

Hutchy96

Further update to my post this morning..
As per muffinhead's post above, you need to click on the chat button on the homepage. If you log in, it doesn't work. Anyway, I was in a queue of 50 people and it took 90 minutes for the chat to be picked up by a lady called Katie.

She said the following about my gas meter:

"It is not because they are smart meters, it is do to with who installed them, they are called Independent Gas Transporters. This will not be a problem when it comes to you singing up with another supplier, but as British Gas X is a new product through British Gas, we just cannot support them at this time"

I have also been offered to stick with them for electricity, which is confusing, because in their terms and conditions, it says they are a dual fuel only tariff? I asked her to cancel the switch immediately, including electricity. I also gave her feedback that at this rate, it seems they will only take on a small amount of customers and this warning should be advertised at sign-up.

Anyway, my suspicions were up when they didn't take the DD payment on the 1st like they should have and British Gas X seems to be a separate company according to Companies House...

Hopefully the mods see this and the feedback can be rolled into the Energy Club.

AVOID!!

ShowMeTheDough

yellowlorry said:

Further to previous posts, British Gas X, having advised me that everything was OK and the switch had gone through and they were my new supplier and had even taken the first payment, sent an email this morning advising there was a problem with the switch and although they could continue supplying electricity, they could not supply gas because they did not support the new smart meter my previous supplier had installed, but I was not to worry because I would be automatically transferred back to my previous supplier for gas and British Gas X would continue supplying electricity. I contacted my previous supplier who told me it was news to them and that the smart meters they had installed 12 months ago were the new type they had changed to so were universal and suited British Gas. My previous supplier checked the national data base and according to that, I was not with British Gas X but a company called ''Till'' and they had never heard of them. On investigation, Till,  is the previous name of British Gas X but this change has not yet been universally accepted. I still cannot get hold of British Gas X, that's trying 2 or 3 times a day, for a minimum of 30 minutes each time for over 4 weeks. That's it for me, going back to previous supplier, if they will have me. I am afraid this was not one of Martin Lewis's best suggestions. 

I have received exactly the same email today despite my switch supposedly completing 19 days ago! This is absolutely ridiculous, surely checking that the meters are compatible would be one of the first things they do in the lead up to your switch date?!
I was previously with EON and received my final bill a few days ago, which shows the supply of both electricity and gas up to and including 17th March. If that is the case, who has been supplying my gas for the last 19 days?
I have been in a queue to speak to an online agent on the British Gas X website now for 40 minutes and am at position 39. 
Not happy with this at all - AVOID.

ShowMeTheDough

Update - 

Finally managed to get talking to someone via Live Chat after no success for the previous two days. I have been informed that the email was sent in error and I should ignore it! 

All a bit strange, but I am hoping there are no issues going forward. 

krish

Have bookmarked this thread ever since signing up my elderly parents to BGX last month, with their switch from Bulb due today.  All had been fine, then I got worried with the thread's recent notifications/AVOID posts, so warned my dad we might be in for problems, based on other new BGX customers' experiences posted here. However no problems, no odd emails, switching process has gone as it should have with the "Your Switch is Complete" email at 1am today.

Hopefully you're all good now, and my folks too. Will post if we encounter a hiccup.

Hutchy96

ShowMeTheDough said:

Update - 

Finally managed to get talking to someone via Live Chat after no success for the previous two days. I have been informed that the email was sent in error and I should ignore it! 

All a bit strange, but I am hoping there are no issues going forward. 

I noticed I had an e-mail in my junk folder this morning and it was from British Gas X. They said that my switch was due to take place tomorrow, despite me being told it wouldn't happen!

I launched a webchat and this time it only took 20 minutes to get in touch with someone. Turns out they have made a large error on their side with regards to switching people's gas. I was told that they have fixed the issue and did I still want to switch?

"yes we had a problem with the gas meter, not your fault but ours, we are now in a position to request the transfer, would you be happy for us to that for you?"

I said yes and it turns out my electricity will be switched tomorrow as planned, but the gas will then follow in around 15-17 days.

The lady was helpful, so will see what happens. I'm still a little wary of them given this shaky start and the fact they still haven't taken my Direct Debit, but time will tell!

Kangela956

Hutchy96 said:

My switch to British Gas X was due to complete on the 10th April. I was asked to submit open meter readings yesterday, which I did, but received an e-mail this morning to say they cannot complete the switch as my gas meter is not compatible.

I'm in a new build house, which is just over 7 months old, so something is not right. I'll try and start an online chat with them and see what's going on.

- Adam

I have had the same problem and have not been able to contact them, chat is not working and have had no reply to my emails so dont know who i am with at the moment. If you find a way of contacting them could you please let me know

Hutchy96

Kangela956 said:

Hutchy96 said:

My switch to British Gas X was due to complete on the 10th April. I was asked to submit open meter readings yesterday, which I did, but received an e-mail this morning to say they cannot complete the switch as my gas meter is not compatible.

I'm in a new build house, which is just over 7 months old, so something is not right. I'll try and start an online chat with them and see what's going on.

- Adam

I have had the same problem and have not been able to contact them, chat is not working and have had no reply to my emails so dont know who i am with at the moment. If you find a way of contacting them could you please let me know

Hi

Go onto the British Gas X website and on the Contact Us page, use the blue chat box on the bottom right. The black one when you are logged into your account doesn't work.

Note that they may not be working today (Easter Monday). Be prepared to wait a while to speak to someone. I was 90 mins the first time and 20 mins the second time.

Most likely they will tell you that the gas problem has been solved and they can now switch you. That's what they did with me. 

My electricity switched as per the original switch date and my gas will follow in around 2 weeks time.

When was your switch scheduled to take place?

- Adam