E-mail from British Gas about new system

paul_liverpoolfc

Hi

We've just had an e-mail from British Gas, saying that our account's been moved to their new system and the customer reference number has changed.

Is this a con or is it genuine?

Thanks

Paul

diystarter7

Whats the email address, exact address please.

paul_liverpoolfc

service@mail.energy.britishgas.co.uk

Thanks.

jobdone1

I've had no such email I would ring them not on the number on the email. Google the number 

diystarter7

paul_liverpoolfc said:

service@mail.energy.britishgas.co.uk

Thanks.

Does not look puka to me but lets see what others say

Ideally it should have read

???????@britishgas.co.uk

The puka compaines always from what i have seen have their exact web adress after the '@' and everything else before it.

Call brithsih gas and dont use the number in the email

diystarter7

A bit of research confirms my judgment its not real

• we know your name, we’ll always start our emails with 'Hello' and your first name. If not, we’ll simply use 'Hello'
• Here’s a list of the internal email addresses we use: @britishgas.co.uk, @cd.britishgas.co.uk, @q.britishgas.co.uk, @mail.britishgas.co.uk, @mail.energy.britishgas.co.uk, @centrica.co.uk, @energy.britishgas.co.uk
  
• We also send emails from the following 3rd party domains for a few different reasons:

https://www.britishgas.co.uk/help-and-support/my-account/if-you-get-a-suspicious-email

[Deleted User]

The email might well be genuine (but worth checking nevertheless):

https://www.energylivenews.com/2021/08/20/centrica-to-move-7m-customers-to-new-billing-platform/

PennineAcute

When I was with BG Evolve, I have had email from that address.

This "new platform" is the one they used when they called themselves Evolve.

paul_liverpoolfc

Thanks all for your help. British Gas' Live Chat has confirmed that the e-mails were from them.

StartledJesus

I haven't received that email, but I have received various messages via their app and web interface, as follows. Unfortunately these are definitely genuine.

1) Most nights there is a downtime apology overnight.
2) An admission from BG that its billing system is crap, sorry, 'not as stable as it would like, and it is striving hard to improve it'
3) 'BGs Energy Usage Monitor and Graph does not work properly' and is not fit for purpose, and should not be relied upon.
4) This sort of thing.

13/07/2022: System Upgrade

We’re updating our system from Sunday 17th July at 7pm until Monday 18th 6am.  When complete, you’ll be able to move energy suppliers within just a few days.During this time, we’ll be carrying out essential maintenance. This means you won’t be able to access your online account through the website or on the app. Our Help and Support pages will still be available to offer you useful advice.If you need to top up your meter online, please do this before Sunday 17th July.Apparently BG is also sneaking through some terms and conditions changes. But at least customers can leave quicker - what sort of message does that send out?I am increasingly convinced that the British Gas accounting system has a mind and a will of its own, and answers to no-one, not even its own staff. 

Alnat1

The faster switching is not just for BG, it's being brought in at the same time by several companies.

I guess it's a similar to how the process of switching bank accounts was shortened a few years ago and I don't think it was because banks wanted to get rid of customers.