British Gas

andalusite

I was informed by email on 21 Nov that I would be migrated to the new BG system; which was the first I had heard about it. I logged in on 23 Nov 2022. Im a Scottish Gas dual fuel customer.

The front page presents the user with account numbers, the old system told you which was gas and which was electric.

I wanted to see my older payments. No matter which route I took through the pages I was only ever presented with my electricity payments. This was true even if I navigated via the gas account.

The most recent payment for electricity is labelled “miscellaneous documents”. What does that mean? I would expect payments to be for usage, comprising standing charge and units.

I cannot access any of my smart meter data, either historic or usage since 21 Nov.

The most recent meter reading data shows it was submitted by me. This is incorrect and should show it was submitted from the smart meter.

Chat support could provide no answer other than the standard “it can take 28 days” which refers to the transfer of DD information. It is a poor excuse since I would expect the web pages to read from the same database as the previous system.

Unable to find a feedback page I went straight to the top and wrote to Chris O’Shea, the CFO for Centrica, advising him that there were bugs in his website. Do I expect a reply or action to be taken…….hmmm.

onotimagen

Yep, App says I'm no longer a customer (not correct) and must use website, login on website and can access old bills but says I am on new system, click to go to new system and get error message. Been happening for weeks. I then got a reversed direct debit for the amount my gas account (I'm dual fuel) was in credit with no explanation whatsoever.
I've contacted them and thy're said app is incompatible with new system (why not get app to tell people this) and people are getting credits so new system starts at £0 (why not tell people this) they gave me a password reset link for the website and that got me into the new system, but access seems erratic, I end up in the same old loop on the old system sometimes

onotimagen

since password reset, app now says it's incompatible before going onto the page I got before and website access to new system appears to have stabilised