British Gas - "We’ve updated your account to our new system" except they haven't

Gerry1

ka7e said:

They appear to be billing me for 30 units (cubic ft/?) when I have used about 200 units (m3?)

You're billed in kWh, not units.

Don't think in terms of units because they're ambiguous and lead to misunderstandings.

Always make sure that the volume to kWh calculation includes the multiplier of 2.83 if it's an imperial meter and vice versa.  (1 cubic metre = 35.2 cubic feet.)

ka7e

Gerry1 said:

You're billed in kWh, not units.

Don't think in terms of units because they're ambiguous and lead to misunderstandings.

Always make sure that the volume to kWh calculation includes the multiplier of 2.83 if it's an imperial meter and vice versa.  (1 cubic metre = 35.2 cubic feet.)

Update - There is no update - the metering department is still "looking into it". I know how much gas I'm using, but all BGs bills are estimated and not even based on my previous usage because it's not based on my meter. They seem to have arbitrarily designated me someone else's meter! I've tried to escalate it, but just get told it's in the system and being dealt with.Meanwhile I'm being bombarded with emails and texts to provide meter readings and to have a smart meter installed.

Annemos

Please see my comment today on this post below.  I also was being asked to send photos with my meter number on it and correct meter readings. But my new gas meter was still not being attached to the new BG account in the new BG system. I kept being told that they are looking into it and to be patient, it will be done.

I also could not enter any readings. They were still "expecting 4 digits", but my new meter had five digits.

After 8 months of waiting, I went to the Ombudsman. During the Ombudsman process, I find out that somebody at BG had sent my correct new meter number, that was intended for entry into the big Central Database...... "to the wrong place"! 

I had also ended up with both my old meter (non-metric) and my new metric meter attached to the Central Database for my address at the same time. 

I was told by British Gas at one stage that once we are switched to the new system, it takes many weeks for them to be able to access the old system to sort out any problems with the switch over. Both billing systems operate as if they are separate companies. 


If this carries on for long, I fear you will also have to go to the Ombudsman to get the BG system to kick in properly. 



https://forums.moneysavingexpert.com/discussion/6488391/british-gas-utter-shambles-online-account-doesnt-match-what-im-being-told#latest

ka7e

I raised a formal complaint quoting some magic phrases (stress, anxiety, financial pressures, vulnerable adult etc) and 4 weeks later, it all seems to be sorted in that I've managed to input 5 digit readings in time for the Price Cap change. BUT they have issued a bill  with lots of revised figures, still using the 4 digit readings so we're not out of the woods yet!