British Gas Smart Meter reading history not showing in Detailed view / Tarriff details

RoadToRiches

I am having all kinds of problems with British Gas at the moment.

First I was with PFP Energy who went bust so I got moved back to British Gas.  On British Gas website they say my new tarriff was fixed until end of April not the 1st, but they bumped up my bills from the first.

Second, online account detailed view is not showing any meter reading history from before 07/12/2021 and after 16/02/2022

Mstty

This is obviously annoying but there are some things you can do to make sure you get charged the right amounts for your energy

1) last meter reading with PFP have you got this?
2) when your energy supplier went bust you would have been put onto British Gas standard variable tariff unless you have documents from BG that say different?
3) note down and take photos of your meters every month for usage (this is a good thing to always know what you are using and year on year use.
4) I do think BG have issues with their gas smart meter readings this isn't the first post I have seen on this so just make sure you enter your readings online and monitor from your meter until they sort themselves out.

Dentoned

BG have no smart meter readings for me either, I think it's a global problem. I would take photos of you meters and submit them on the form on the website to be sure.

MattMattMattUK

RoadToRiches said:

I am having all kinds of problems with British Gas at the moment.

First I was with PFP Energy who went bust so I got moved back to British Gas.  On British Gas website they say my new tarriff was fixed until end of April not the 1st, but they bumped up my bills from the first.

They have not bumped up your bills, they have increased your direct debit, likely the six month review and this will be the rate that they estimate you need to pay to cover the next six months usage. 

RoadToRiches said:

Second, online account detailed view is not showing any meter reading history from before 07/12/2021 and after 16/02/2022

This is a known issue, whilst there are no daily figures the overall usage figures will be correct. 

purplepixi

You're not alone. I was PFP too. Turns out because I cancelled my DD with PFP, I've been put on six monthly billing. And the meter stopped giving the smart meter updates back in Feb. Seems to do a monthly one. But I can't really tell what my bill is or will be. As the meter only tells me what the current months usage is, and the highest month. So I've got no idea really how to tell, unless I sit down and do the maths - someone find me a calculator! I'd much rather be on monthly billing, but I'm not sure how to change that, there's no option on the website

RoadToRiches

purplepixi said:

You're not alone. I was PFP too. Turns out because I cancelled my DD with PFP, I've been put on six monthly billing. And the meter stopped giving the smart meter updates back in Feb. Seems to do a monthly one. But I can't really tell what my bill is or will be. As the meter only tells me what the current months usage is, and the highest month. So I've got no idea really how to tell, unless I sit down and do the maths - someone find me a calculator! I'd much rather be on monthly billing, but I'm not sure how to change that, there's no option on the website

I did not cancel my DD with PFP Energy, in fact they took a payment after they went bust and after the date BG sent me a final bill for PFP energy.  Got my credit back minus this, I was on the ball here and got this back too after calling up British Gas but I wonder how many may have missed this.

I was also told on the phone, when all this kicked off, that I would be put onto a tariff that matched PFP Energy up to the end of the PFP contract date. Yes I was told several times this was the case and were ofgem rules by BG employees, and I have the calls recorded to boot.

I obviously complained when they put me on a variable rate tariff and was told this was not the case, took it to ombudsman who agreed BG was wrong telling me this and got £150 compensation and an apology but said that’s all they could do.

As part of the ruling British Gas was ordered to put back my tariff on the cheapest option available at the time.

I am told British Gas only do quarterly billing, but take payments monthly by direct debit. I don’t like the idea that debt could be building up over the quarter not covered by the monthly direct debit either, but that’s what happens. We fixed we should be protected, that in my view in breach of contract by PFP and we should all claim at their Insolvency Practitioners as creditors to them for any difference.

Sparky3900

If it helps, I rang BG today asking a similar question. In the app it wasn't showing any usage data for me past mid-feb. The app message said it wasn't receiving data from my smart meter for every week since that mid-feb point, which worried me. 

However, they confirmed it was working and they were getting the data, but the app was having a problem recording the data. It is a global issue and one they have been working on for a while. I'd guess the problem isn't related to just the app, so maybe the same issue for those checking online? They did say a fix was due out in the next few days. 

Peggy0628

RoadToRiches said:

I am told British Gas only do quarterly billing, but take payments monthly by direct debit.

BG do monthly billing, I know because that's what I'm on. I also have variable DD set up so the monthly bill is paid in full every month (14 days after the bill date to be exact). There's not much info on the website though, and the only way to set up variable DD is via customer service. If you try to set up DD online, it only gives the fixed DD option and nobody at customer service mentions it voluntarily either, you have to ask for it.

RoadToRiches

Sparky3900 said:

If it helps, I rang BG today asking a similar question. In the app it wasn't showing any usage data for me past mid-feb. The app message said it wasn't receiving data from my smart meter for every week since that mid-feb point, which worried me. 

However, they confirmed it was working and they were getting the data, but the app was having a problem recording the data. It is a global issue and one they have been working on for a while. I'd guess the problem isn't related to just the app, so maybe the same issue for those checking online? They did say a fix was due out in the next few days. 

It is a issue they are aware off and has been going on for months, I have the ID it was logged under which is INC-1037989 - My thoughts are that they took a data cut of the master data they use to populate some system which is reported to us on the customer application but someone has either not took the full data set, or the system has truncated the data set somehow.

They need to fix this issue and they need to prioritise it more as it has been going on for months.

james6651

RoadToRiches said:

Sparky3900 said:

If it helps, I rang BG today asking a similar question. In the app it wasn't showing any usage data for me past mid-feb. The app message said it wasn't receiving data from my smart meter for every week since that mid-feb point, which worried me. 

However, they confirmed it was working and they were getting the data, but the app was having a problem recording the data. It is a global issue and one they have been working on for a while. I'd guess the problem isn't related to just the app, so maybe the same issue for those checking online? They did say a fix was due out in the next few days. 

It is a issue they are aware off and has been going on for months, I have the ID it was logged under which is INC-1037989 - My thoughts are that they took a data cut of the master data they use to populate some system which is reported to us on the customer application but someone has either not took the full data set, or the system has truncated the data set somehow.

They need to fix this issue and they need to prioritise it more as it has been going on for months.

... Going on for years now.

I can't get any gas readings at all and so I have no idea what my gas consumption is until I get the next bill.  As for electricity I can see the figures for two days ago in their app.  But online, nothing.  I think my only option is to move to another supplier once my locked in period ends.