Smart Meter - no data in British Gas App since mid Feb.

howmuchcaniget

Anyone else had their British Gas Smart Meter stop picking data up.  since Mid Feb.  Mine shows daily usage but the app shows nothing since mid feb.

irharris

yes - same for me and many others

They told me they were receiving the meter readings - the issue is showing them in the app or on the web page.

Pretty disgusted with them cutting customers off from critical usage information for so long at this time when folks need to be working to get the usage down.

Astria

It's pretty normal which is why should continue to take meter readings even if you have a smart meter, and check your energy account regularly (at least once a month) to ensure that estimated readings are not being used.

[Deleted User]

In that case, it has nothing whatsoever to do with the DCC Network or any individual smart meter. Suppliers use secure software - known as an Adapter - to provide the interface between the DCC Network and such things as billing systems. If it is a known problem then suppliers should be advising customers.

Have you tried the free App BRIGHT? It uses its own Adapter software to access the DCC Network and pull data from smart meters.

irharris

tried Bright - but it won't work with just the MAC address from the display and I'm not sending them videos, copies of bills etc. to use their alternate validation method.

smugwalrus

irharris said:

tried Bright - but it won't work with just the MAC address from the display and I'm not sending them videos, copies of bills etc. to use their alternate validation method.

It does work though.   I had no in home device in my property, sent the few things that they asked for and had access granted within hours to the data on the smart meter. 

deanbennett

Yes, mine stopped mid-Feb too, Feb 16th to be precise. I spoke to British Gas yesterday and they confirmed they were getting meter readings but its a problem with their systems. As I have moved house in November I wanted to keep a close eye on use as wasn't sure how to budget, they also refuse to send out a monthly bill. They have said though if you contact chat they can send out a bill on demand (takes 48hrs) - so I'm going to do this each fortnight until they fix the issue!

Ultrasonic

irharris said:

Pretty disgusted with them cutting customers off from critical usage information for so long at this time when folks need to be working to get the usage down.

Whilst it's obviously annoying you aren't 'cut off' from the data provided you have access to your meter?

chubsta

I spoke to someone from CS a couple of days ago about this issue and apparently it is due to, as he put it, the World War! I pointed out there wasn't a World War, we weren't at war with anyone we weren't at war with this time last year, and how even if it was the case did that affect their ability to show me my meter readings? I suppose it makes a change from 'its due to Covid' in terms of excuses these days.

I cannot fathom how it can be so hard to get something working again that was working fine a month ago, I cannot help but be suspicious that it will somehow be used to reduce peoples access to reliable information - it was very handy being able to see each days usage, now we cannot even give a manual meter reading because it is all done automatically apparently, although if someone can explain how it could be done I would appreciate it as want to make sure my meter readings are done on 31st March...

caryncook

Same here. Spoke to them this morning, told that information to my app had been blocked (suppressed), that they were clearing it and it should show in next 24 hours.  

mr-b

Is everyone's smart meter usage monitoring working fine now?

My smart meters were installed about a month ago and the device worked fine for a few days and now it just says "Waiting for data". The app says "Loading, we're almost there" and the website has another generic error message. I logged it with BG and they said the issues would be fixed in 4 and 7 working days respectively, which seemed rather odd. Of course 10 days on, it's not fixed and the BG helpline said there was no one available, try later.