British Gas Online Energy Usage Not Updating Anyone Else have Similar Problem ?

sarahj1990

I have a smart meter and get my gas and electricity from British Gas. Until about 1 month ago I could log into my British Gas online account and see my energy usage. About 1 month it stopped updating. I phoned British Gas  and they said there is a problem with all the customer accounts and this happened to everyone. They told me it would be fixed in a few days and its still not updating. This smelt like BS to me. Has anyone else's online account stop showing energy usage?

Peggy0628

Yes, I can't see any usage after 16th February.

Shedman

They've been saying it will be fixed shortly since it stopped working in mid Feb so I wouldn't hold your breath waiting for them to fix it.   

Set up an account with N3rgy.com (use the I'm A Consumer tab) 

https://data.n3rgy.com/home

and then use Guy Lipmans program and you can get look at your data in various ways

https://energy.guylipman.com/sm/home

or else try the free Bright app (by Hildebrand) on Apple app store or Google Play store https://appadvice.com/app/bright/1369989022

Both of these are more useful than the BG Energy Usage tool anyway (apart from the near real time data that the BG app occasionally displays when it feels like it....)

Peggy0628

Shedman said:

They've been saying it will be fixed shortly since it stopped working in mid Feb so I wouldn't hold your breath waiting for them to fix it.   

Set up an account with N3rgy.com (use the I'm A Consumer tab) 

https://data.n3rgy.com/home

and then use Guy Lipmans program and you can get look at your data in various ways

https://energy.guylipman.com/sm/home

or else try the free Bright app (by Hildebrand) on Apple app store or Google Play store https://appadvice.com/app/bright/1369989022

Both of these are more useful than the BG Energy Usage tool anyway (apart from the near real time data that the BG app occasionally displays when it feels like it....)

I tried to use N3rgy and Bright but neither will recognise my meters/monitor... No idea why, the smart meters were installed in July 2018, are they the wrong type or something?

WhoopsIDidItAgainITrolledWithYourHeart

Mine hasn't worked since Jan 28th.  There is a reading more recently but it's not "officially" a reading and doesn't stop them from thinking I'll owe them over £500 when my account is reviewed in Jan 2023, despite cutting my electricity usage in half since, conveniently, Jan 28th.

Angemill75

sarahj1990 said:

I have a smart meter and get my gas and electricity from British Gas. Until about 1 month ago I could log into my British Gas online account and see my energy usage. About 1 month it stopped updating. I phoned British Gas  and they said there is a problem with all the customer accounts and this happened to everyone. They told me it would be fixed in a few days and its still not updating. This smelt like BS to me. Has anyone else's online account stop showing energy usage?

The same here and on top of that they have reversed all of my bills and say I am in credit by £700+ even though I have paid nearly £900 since going back to them after my old energy company went bust. I am wondering if the not updating usage has anything to do with it, but sadly they are not open when I can call or they are rather busy or don't have a clue when I am able to call !!

Shedman

Peggy0628 said:

Shedman said:

They've been saying it will be fixed shortly since it stopped working in mid Feb so I wouldn't hold your breath waiting for them to fix it.   

Set up an account with N3rgy.com (use the I'm A Consumer tab) 

https://data.n3rgy.com/home

and then use Guy Lipmans program and you can get look at your data in various ways

https://energy.guylipman.com/sm/home

or else try the free Bright app (by Hildebrand) on Apple app store or Google Play store https://appadvice.com/app/bright/1369989022

Both of these are more useful than the BG Energy Usage tool anyway (apart from the near real time data that the BG app occasionally displays when it feels like it....)

I tried to use N3rgy and Bright but neither will recognise my meters/monitor... No idea why, the smart meters were installed in July 2018, are they the wrong type or something?

Could be Smets1 if that old so might not be compatible with the Bright app but I thought N3rgy could still access Smets1 data.   If you post up the make and model number of your meters then somebody will likely know what type they are.

peter_the_piper

Peggy0628 said:

Yes, I can't see any usage after 16th February.

Same here.

This plus reversing bills and adding new one makes it difficult to decide where else they may have made errors.

dansmif

The energy usage data hasn't updated for me either since February 16th.  I believe this is affecting everyone, as I've seen other people post their complaints on Facebook.

This really is an unacceptable amount of time for the data to be missing.  More than ever, people need to be able to see their usage, so they can get an idea of what their bill is going to be like at the end of the month.

Maybe MSE could call them out in the next weekly newsletter to put some pressure on them to resolve this?

Flight3287462

Why can't you all just take regular meter readings?  Then at least you will know where you are.

Marcb2412

I've been at British Gas a few times about this. Electricity shows but gas does not show, even after my smart meter was installed well over a year ago. Twice it was raised as a complaint then they kindly closed that on the basis it was acknowledged, but as at this moment, never fixed. The only consolation is that the bills are relatively accurate so the information is getting through but not showing on what is a poor website.