British Gas - should I change to fixed rate tariff ?

QrizB

travel_light said:

BTW has anyone questioned the comapanies why they increase the standing charge? Surely it should be just the price per unit? Cheeky sods.

Because there are fixed costs associated with every connection, on top of the cost of the energy supplied.

And because that's how Ofgem sets the cap.

dbks

MWT said:

Just so expectations are appropriately set, the Zero October 22 BG tariff availability is a 'mistake', doesn't mean that people aren't managing to talk their way onto it, but it has been confirmed by BG that it should not be available to any new customers and is a remnant of a previous SoLR process, so anyone being told it is not available is getting the correct information.

...

Just so that we are all clear, do you have a link to this confirmation that BG have given?

Also, the OP is NOT a new customer of BG, they are already with BG.
I think I recall that is how the conversation went when the first of numerous MSEers confirmed that they, as existing customers, transferred to the BG Zero October 22 tariff, albeit via chat.

I think it was @Gerry1 who was the first to announce later that he had switched to BG and been offered this tariff. Although admittedly, he later clarified he was switched to BG SVT via chat, and was promised once that occured, he would be tansferred to the BG Zero October 22 tariff, and it would be backdated to the switch date.
He has since coinfirmed that has now occurred, and a couple of other MSERs have also indicated they have switched and received the tariff.

If this was, as you say, a remnant of a previous SoLR process perhaps you could enlighten us as to which SoLR process that was, as no MSEers seem to ever have admitted to have received it that way.

EssexHebridean

The SOLR process connected with it was one of the Robin Hood Energy Companies, although not, sadly, Ebico. I can’t recall what the one for former Ebico “zero” customers was called, but it also featured a zero standing charge, and expired in October 2021.

Edit to add - this may not have been a “classic” SOLR process either - as Robin Hood actively sold the business to BG I believe. 

Grizzlebeard

EssexHebridean said:

The SOLR process connected with it was one of the Robin Hood Energy Companies, although not, sadly, Ebico. I can’t recall what the one for former Ebico “zero” customers was called, but it also featured a zero standing charge, and expired in October 2021.

Edit to add - this may not have been a “classic” SOLR process either - as Robin Hood actively sold the business to BG I believe. 

A pretty good summary.

I'm an ex Ebico Zero customer.

The original Zero SC tariff was only available from Ebico, not Robin Hood directly or it's other White Label partners.

Robin Hood (including it's White Label's customer's contracts) was sold to BG so there was no SOLR process involved.

When the ex Ebico Fixed Zero contracts were coming to an end BG started hemorrhaging it's ex Ebico  customers in large numbers so it invented it's own fixed zero tariff to stop them leaving.

It was not originally offered to all ex-zero customers and from posts on MSE it's clear that many low usage customers were actually refused the tariff! As a lowly 600kW/yr user it was never offered to me. (I'm now happily relaxed at Ebico/Octopus)

I doubt it was ever intended for the general public and BG kept it very quiet and difficult to find. There seems to be total confusion within BG as to whether the tariff is still available. It seems it never had an officially end date and the rules of who is/isn't was/wasn't eligible (ex ebico zero, existing BG customers, SOLR, everyone) were never published.  Customer Agents and their Managers have been given different and conflicting information from above.

A fair few MSE Forumites are reporting chats stating they've been transferred to Zero with various dates set and promising info appearing in their online account pages. (And a few 'ground hog days'.) I'm hoping they can soon report that the contracts and T&Cs have dropped onto their doormats and the first energy statement has arrived confirming that the promises have been kept.

MWT

dbks said:

MWT said:

Just so expectations are appropriately set, the Zero October 22 BG tariff availability is a 'mistake', doesn't mean that people aren't managing to talk their way onto it, but it has been confirmed by BG that it should not be available to any new customers and is a remnant of a previous SoLR process, so anyone being told it is not available is getting the correct information.

...

Just so that we are all clear, do you have a link to this confirmation that BG have given?

If this was, as you say, a remnant of a previous SoLR process perhaps you could enlighten us as to which SoLR process that was, as no MSEers seem to ever have admitted to have received it that way.

The answer to both of those points is in the same post which you can find as easily as I can by searching on here...

If you recall another poster here sought confirmation from senior management at BG about the availability of the tariff which triggered confirmation that it should not have been available currently etc....

Edit: Found it for you... 

Mbday said:

Like other Neon Reef customers on here I attempted to switch to BG’s Zero Fixed October 22 tariff.  I used the online chat facility.  The advisor stated that this tariff was available “in my location” and, as suggested, I took screen shots of the conversation which left me believing I would be able to switch to the tariff once my application as a new customer had been accepted.  I had to join up on a much more expensive Fixed Rate.

The next day (18 November) I emailed, as a precaution, the MD of British Gas (easy to Google his details) outlining my experience, and asking for a member of his team to contact me to confirm that my understanding from the Chat Advisor was correct.

A Customer Manager, from the Executive Office, phoned me the following afternoon. He said that the Zero Fixed Tariff was no longer available.  I pointed out that this had not been my understanding, had screen shots of my online conversation and that further, I was aware that others had been given similar misleading information and they also had evidence of the same.  He seemed quite concerned and asked me to send him the screenshots.  I said I was reluctant to do this if it was going to be a waste of time and I also didn’t want to get the advisor into trouble, as I felt the scale of the problem suggested that this was a wider training issue in BG, rather than one “rogue” Chat Advisor.  I also mentioned the O ( Ombudsman) word. Whilst I can’t recall his exact response, I was left with the distinct impression that something would be done regarding putting me on a more favourable tariff (though not necessarily the Zero Fixed). He also confirmed that no one internally would get into trouble.

We exchanged further emails and I duly sent him the requested information.  

He contacted me again this afternoon.  He thanked me for my help and said it had been used to ensure that staff had been appropriately briefed to ensure the same mistake was not made again (he said the issue seemed to have been with one particular team).  He then apologised for the misinformation, but said he was unable to give me the  Zero Fixed Tariff as it was only available to customers whose supplier had gone out of business and who had then been transferred to BG.  When I pointed out that I was indeed one of those customers (Neon Reef) he hummed and harred a bit about whether I might be put on that tariff when the BG transfer had come through (but I would have to wait and see), before finally saying it was only available to ex customers of Robin Energy (whoever they are)!

I grumbled on a bit about how he too had misled me, that their website tariff information was woefully inadequate (he agreed) and that I had provided him with some really useful information which the company was able to act on, saving them further problems down the line  The most he said he was able to do was offer me £50 to compensate me for my time and trouble.  I told him I thought this inadequate and not what he had led me to expect.  I also stated I would be putting all this on the MSE website forum and that no doubt others might complain and/or take it to the Ombudsman.  He said they were prepared for that.

I confirmed that my calls with him were recorded and so this might be used as evidence should I go to the Ombudsman.  He again seemed unconcerned by this, even though we both know that he strongly hinted at some sort of beneficial tariff in our first conversation.  Indeed he ended by saying he would send me an email confirming I was entitled to take my complaint to Ofgem.

So that is where we are at.  

As you can see in there, the original purpose for the tariff was for those transferred under the SoLR process from Robin Hood Energy (EBICO) many months ago...

wild666

travel_light said

BTW has anyone questioned the comapanies why they increase the standing charge? Surely it should be just the price per unit? Cheeky sods.

I've often wondered why the standing charges that companies charge are so different! If as claimed it is to keep the supply chain going then it should be one price no matter which company supplies the electric and gas, the only items the companies can then tinker with is the price per kWh they sell the electric and gas at.

dbks

MWT said:

dbks said:

MWT said:

Just so expectations are appropriately set, the Zero October 22 BG tariff availability is a 'mistake', doesn't mean that people aren't managing to talk their way onto it, but it has been confirmed by BG that it should not be available to any new customers and is a remnant of a previous SoLR process, so anyone being told it is not available is getting the correct information.

...

Just so that we are all clear, do you have a link to this confirmation that BG have given?

If this was, as you say, a remnant of a previous SoLR process perhaps you could enlighten us as to which SoLR process that was, as no MSEers seem to ever have admitted to have received it that way.

The answer to both of those points is in the same post which you can find as easily as I can by searching on here...

If you recall another poster here sought confirmation from senior management at BG about the availability of the tariff which triggered confirmation that it should not have been available currently etc....

Edit: Found it for you... 

Mbday said:

Like other Neon Reef customers on here I attempted to switch to BG’s Zero Fixed October 22 tariff.  I used the online chat facility.  The advisor stated that this tariff was available “in my location” and, as suggested, I took screen shots of the conversation which left me believing I would be able to switch to the tariff once my application as a new customer had been accepted.  I had to join up on a much more expensive Fixed Rate.

The next day (18 November) I emailed, as a precaution, the MD of British Gas (easy to Google his details) outlining my experience, and asking for a member of his team to contact me to confirm that my understanding from the Chat Advisor was correct.

A Customer Manager, from the Executive Office, phoned me the following afternoon. He said that the Zero Fixed Tariff was no longer available.  I pointed out that this had not been my understanding, had screen shots of my online conversation and that further, I was aware that others had been given similar misleading information and they also had evidence of the same.  He seemed quite concerned and asked me to send him the screenshots.  I said I was reluctant to do this if it was going to be a waste of time and I also didn’t want to get the advisor into trouble, as I felt the scale of the problem suggested that this was a wider training issue in BG, rather than one “rogue” Chat Advisor.  I also mentioned the O ( Ombudsman) word. Whilst I can’t recall his exact response, I was left with the distinct impression that something would be done regarding putting me on a more favourable tariff (though not necessarily the Zero Fixed). He also confirmed that no one internally would get into trouble.

We exchanged further emails and I duly sent him the requested information.  

He contacted me again this afternoon.  He thanked me for my help and said it had been used to ensure that staff had been appropriately briefed to ensure the same mistake was not made again (he said the issue seemed to have been with one particular team).  He then apologised for the misinformation, but said he was unable to give me the  Zero Fixed Tariff as it was only available to customers whose supplier had gone out of business and who had then been transferred to BG.  When I pointed out that I was indeed one of those customers (Neon Reef) he hummed and harred a bit about whether I might be put on that tariff when the BG transfer had come through (but I would have to wait and see), before finally saying it was only available to ex customers of Robin Energy (whoever they are)!

I grumbled on a bit about how he too had misled me, that their website tariff information was woefully inadequate (he agreed) and that I had provided him with some really useful information which the company was able to act on, saving them further problems down the line  The most he said he was able to do was offer me £50 to compensate me for my time and trouble.  I told him I thought this inadequate and not what he had led me to expect.  I also stated I would be putting all this on the MSE website forum and that no doubt others might complain and/or take it to the Ombudsman.  He said they were prepared for that.

I confirmed that my calls with him were recorded and so this might be used as evidence should I go to the Ombudsman.  He again seemed unconcerned by this, even though we both know that he strongly hinted at some sort of beneficial tariff in our first conversation.  Indeed he ended by saying he would send me an email confirming I was entitled to take my complaint to Ofgem.

So that is where we are at.  

As you can see in there, the original purpose for the tariff was for those transferred under the SoLR process from Robin Hood Energy (EBICO) many months ago...

Really?

So you prefer to take the post of a single MSE forum user, who anyone else can see the posting history of, over that of the numerous MSE posters who have posted to say they have switched or transferred to the BG Zero October 22 tariff.

There have also been numerous MSE posters who were preciously supplied by RHE/Ebico, yet none posted to they were put on the BG Zero October 22 tariff (except those who later transferred to that tariff, having been on supply with BG on the tariff they were put on as a result of the SoLR process, and that tariff had expired)

Oh well, beats Aunt Doris's facebook page as the new authoritative source of reference over wikipedia, I suppose.

Gerry1

dbks said:

MWT said:

dbks said:

MWT said:

Just so expectations are appropriately set, the Zero October 22 BG tariff availability is a 'mistake', doesn't mean that people aren't managing to talk their way onto it, but it has been confirmed by BG that it should not be available to any new customers and is a remnant of a previous SoLR process, so anyone being told it is not available is getting the correct information.

...

Just so that we are all clear, do you have a link to this confirmation that BG have given?

If this was, as you say, a remnant of a previous SoLR process perhaps you could enlighten us as to which SoLR process that was, as no MSEers seem to ever have admitted to have received it that way.

The answer to both of those points is in the same post which you can find as easily as I can by searching on here...

If you recall another poster here sought confirmation from senior management at BG about the availability of the tariff which triggered confirmation that it should not have been available currently etc....

Edit: Found it for you... 

Mbday said:

Like other Neon Reef customers on here I attempted to switch to BG’s Zero Fixed October 22 tariff.  I used the online chat facility.  The advisor stated that this tariff was available “in my location” and, as suggested, I took screen shots of the conversation which left me believing I would be able to switch to the tariff once my application as a new customer had been accepted.  I had to join up on a much more expensive Fixed Rate.

The next day (18 November) I emailed, as a precaution, the MD of British Gas (easy to Google his details) outlining my experience, and asking for a member of his team to contact me to confirm that my understanding from the Chat Advisor was correct.

A Customer Manager, from the Executive Office, phoned me the following afternoon. He said that the Zero Fixed Tariff was no longer available.  I pointed out that this had not been my understanding, had screen shots of my online conversation and that further, I was aware that others had been given similar misleading information and they also had evidence of the same.  He seemed quite concerned and asked me to send him the screenshots.  I said I was reluctant to do this if it was going to be a waste of time and I also didn’t want to get the advisor into trouble, as I felt the scale of the problem suggested that this was a wider training issue in BG, rather than one “rogue” Chat Advisor.  I also mentioned the O ( Ombudsman) word. Whilst I can’t recall his exact response, I was left with the distinct impression that something would be done regarding putting me on a more favourable tariff (though not necessarily the Zero Fixed). He also confirmed that no one internally would get into trouble.

We exchanged further emails and I duly sent him the requested information.  

He contacted me again this afternoon.  He thanked me for my help and said it had been used to ensure that staff had been appropriately briefed to ensure the same mistake was not made again (he said the issue seemed to have been with one particular team).  He then apologised for the misinformation, but said he was unable to give me the  Zero Fixed Tariff as it was only available to customers whose supplier had gone out of business and who had then been transferred to BG.  When I pointed out that I was indeed one of those customers (Neon Reef) he hummed and harred a bit about whether I might be put on that tariff when the BG transfer had come through (but I would have to wait and see), before finally saying it was only available to ex customers of Robin Energy (whoever they are)!

I grumbled on a bit about how he too had misled me, that their website tariff information was woefully inadequate (he agreed) and that I had provided him with some really useful information which the company was able to act on, saving them further problems down the line  The most he said he was able to do was offer me £50 to compensate me for my time and trouble.  I told him I thought this inadequate and not what he had led me to expect.  I also stated I would be putting all this on the MSE website forum and that no doubt others might complain and/or take it to the Ombudsman.  He said they were prepared for that.

I confirmed that my calls with him were recorded and so this might be used as evidence should I go to the Ombudsman.  He again seemed unconcerned by this, even though we both know that he strongly hinted at some sort of beneficial tariff in our first conversation.  Indeed he ended by saying he would send me an email confirming I was entitled to take my complaint to Ofgem.

So that is where we are at.  

As you can see in there, the original purpose for the tariff was for those transferred under the SoLR process from Robin Hood Energy (EBICO) many months ago...

There have also been numerous MSE posters who were preciously supplied by RHE/Ebico, yet none posted to they were put on the BG Zero October 22 tariff (except those who later transferred to that tariff, having been on supply with BG on the tariff they were put on as a result of the SoLR process, and that tariff had expired)

I was with Robin Hood Energy when BG took them over.  BG offered Fixed Price Aug 2021v7 which lasted until 31 Aug 21.    I can't see why BG would have offered a two year fix: the RHE tariff had been amazingly cheap but BG extended it by one month and scrapped the exit fee, so there was no need to have been even more generous.

I'd have thought it more likely that Fixed Price Aug 2021v7 had been offered as a year-and-a-bit SoLR tariff to former customers of MoneyPlus Energy, PFP Energy and People's Energy when they all went bust in Sept 21.

However the tariff originated, if it was closed to new customers then BG should have marked it accordingly, so they have only themselves to blame if their staff and customers are confused.