Energy co. went bust. British Gas now supplier but can't read my dual rate smart meter

eekey1

Energy co. went bust.  British Gas now supplier but can't read my dual rate smart meter.
So, I'm now on a single rate.

But, "Catch-22" they can't even get the single rate meter readings automatically but, as I'm registered as having a smart meter the app and web site won't let me supply a meter reading.  The only way is to give a single reading is by phone...

Seems ridiculous but, I'll have to change supplier already - what suppliers can cope with a dual rate smart meter?

Gerry1

Almost everyone except BG it would appear.

[Deleted User]

eekey1 said:

Energy co. went bust.  British Gas now supplier but can't read my dual rate smart meter.
So, I'm now on a single rate.

But, "Catch-22" they can't even get the single rate meter readings automatically but, as I'm registered as having a smart meter the app and web site won't let me supply a meter reading.  The only way is to give a single reading is by phone...

Seems ridiculous but, I'll have to change supplier already - what suppliers can cope with a dual rate smart meter?

SMETS1 or SMETS2?

Phones4Chris

Have I understood this correctly? If you've got a smart meter BG's web account or App won't let you submit manually taken meter readings? [even though BG can't read E7 Smets].

eekey1

Phones4Chris said:

Have I understood this correctly? If you've got a smart meter BG's web account or App won't let you submit manually taken meter readings? [even though BG can't read E7 Smets].

Exactly.
Also, they can't move me to a dual rate because they can't read the smart meter so they will only take the total reading (both added together) over the phone. 
The only way to move to a dual rate with BG is for them to change my meter back to a non-smart meter!  Which they can't do as they don't have any engineer appointments available before July.

QrizB

eekey1 said:

Seems ridiculous but, I'll have to change supplier already - what suppliers can cope with a dual rate smart meter?

Gerry1 has given you your answer:

Gerry1 said:

Almost everyone except BG it would appear.

Exactly why BG can't cope with dual-rate smart meters remains a mystery, but it begs the question of why Ofgem ever considered BG a suitable SoLR when there were going to be a significant number of customers that they could not accurately bill.

Personally I'd be putting in a complaint then going to the Ombudsman. At least one MSEer has had some success via that route:
https://forums.moneysavingexpert.com/discussion/6328451/help-needed-with-woefully-negligent-british-gas/p1

MWT

eekey1 said:

Phones4Chris said:

Have I understood this correctly? If you've got a smart meter BG's web account or App won't let you submit manually taken meter readings? [even though BG can't read E7 Smets].

Also, they can't move me to a dual rate because they can't read the smart meter so they will only take the total reading (both added together) over the phone. 

That makes no sense either as if you had a dumb meter they would be taking 2 manual readings from you...

Worst case, if this is a system issue, is they just have to configure the system as though you didn't have a smart meter even though you do, as that should let you submit 2 readings online.

QrizB

MWT said:

Worst case, if this is a system issue, is they just have to configure the system as though you didn't have a smart meter even though you do, as that should let you submit 2 readings online.

That's what they did for @themastergoose after a fashion, although in their case they had to send a settings update to the smart meter to make it switch the E7 circuits too:
https://forums.moneysavingexpert.com/discussion/comment/78935349/#Comment_78935349
@eekey1 you should read the linked thread then get back on to BG.

eekey1

I just checked my account and it seems that after being told they needed the total read, the next day they've read meter 1 only.  And, as it was less that the previous they have assumed that it's rolled round - a little bit of an expensive electric day that - surprised the while country didn't go dim with the amount of energy they seem to think I used: 99896 kWh !!!

wild666

Both outfox and bulb let me do duel readings on my SMETS 1 meter when I left BG and I was on BG's free electric tariff. The meter didn't stop adding units to the free electric reading, act 2, on the meter until mid September 2019.

themastergoose

eekey1 said:

I just checked my account and it seems that after being told they needed the total read, the next day they've read meter 1 only.  And, as it was less that the previous they have assumed that it's rolled round - a little bit of an expensive electric day that - surprised the while country didn't go dim with the amount of energy they seem to think I used: 99896 kWh !!!

As others have said, take a read of my dealing's with BG. The thread is here:
https://forums.moneysavingexpert.com/discussion/comment/78935349/#Comment_78935349

I had exactly the same issue as you. They wouldn't allow Smart E7, I couldn't give readings and they disabled my timer switch that all the heating and hot water is wired into.

I raised a complaint with BG, got nowhere. Raised it again with the Ombudsman instead and won. BG fixed the issue and also had to pay compensation (I'm yet to receive the compensation mind you). I need to update the original thread as there's now a further issue however.

Stand your ground with them and be patient.