British Gas - Can't Access Online Account

PlatinumChaos

Ben_Smith said:

Has anyone got any further with this?
I log in online and there is nothing there. I can’t even see how much my account is in credit.
I try to use the mobile app and it states that they are in the process of building a new app and in the meantime I can’t have any access to my account.
the whole thing is beyond ineptitude it’s shocking.

Nope. Still getting the message "Something went wrong". It's been over a month now for me. Beyond ridiculous.

Sunnyday

I've had a call from an elderly relative who was in bits this morning. He thought he'd been the victim of a scam by someone pretending to be British gas online.
He's managed to create an online account but because he can only see his account up until the end of June he thought that he'd done it wrong and that as all his details since then are missing his direct debits were being paid to someone else who weren't British Gas. 
I've taken the morning off work to try and sort it out but I've spent over two hours trying to contact someone and have had to leave now. I've reassured him that it's all ok and it should get resolved but he's still worried. He's frightened of running up a big gas bill and not knowing about it because he's had no statements since June. He's had a letter saying his direct debit is more than doubling which is why he went online to register but all it's done is make him more worried. I've sent an email from his email account to them so hopefully a reply will arrive at some stage but I'm hating the fact that this has made him so worried that he can't sleep 😞
Has anyone had this problem resolved yet?

BooJewels

I've just logged in to my BG account @Sunnyday - as I think I was moved early on to the new system, so should be fully on it now.  It's still a bit of a dog's dinner to be honest and I first saw that I was transitioning, as it were; the first week in September, when I logged in on holiday, as they appeared to have refunded all my credit, which they do periodically.

There is still some overlap between the old system and new system, which to my mind totally defeats the object of going onto a new system.  The new version only seems to show data since the move, but nothing historical.  I'm on top of my own usage and account, which is now confusing enough, but it might be unfathomable if you're not up to date with your credit and payments etc. It just does not feel like an improvement at all.

Once logged in to the new version, there's a link at the top to "View my previous documents" which takes you to the old system for legacy bills from before the move - that appears to be at the URL:  https://www.britishgas.co.uk/my-account/ 

I can now see my payments from October and this month and meter readings since 30th September, but it has taken several weeks to get to this stage - so it's been far from a smooth or speedy process.  It's pretty appalling really for a company that is by definition wholly public-centric, especially at such a sensitive time economically and weather-wise.

DaveB2211

I just had a Twitter DM conversation with them as my account no longer shows much information and was told
'as you're moving over to our new system there will be some issues showing the details, you'll be confirmed to move over on the 28th which will then be confirmed and you should then have access again.'
I've had no notification of this and it's not great that the site is broken when people are looking to manage their usage due to the current costs

Sunnyday

BooJewels said:

I've just logged in to my BG account @Sunnyday - as I think I was moved early on to the new system, so should be fully on it now.  It's still a bit of a dog's dinner to be honest and I first saw that I was transitioning, as it were; the first week in September, when I logged in on holiday, as they appeared to have refunded all my credit, which they do periodically.

There is still some overlap between the old system and new system, which to my mind totally defeats the object of going onto a new system.  The new version only seems to show data since the move, but nothing historical.  I'm on top of my own usage and account, which is now confusing enough, but it might be unfathomable if you're not up to date with your credit and payments etc. It just does not feel like an improvement at all.

Once logged in to the new version, there's a link at the top to "View my previous documents" which takes you to the old system for legacy bills from before the move - that appears to be at the URL:  https://www.britishgas.co.uk/my-account/ 

I can now see my payments from October and this month and meter readings since 30th September, but it has taken several weeks to get to this stage - so it's been far from a smooth or speedy process.  It's pretty appalling really for a company that is by definition wholly public-centric, especially at such a sensitive time economically and weather-wise.

Thanks  I'll call him again with this information to try and reassure him

crashedandcool

This has started recently for me and seems to only be the gas they are doing it with which is concerning. I thought the old system was bloated, but the new one looks simple, but not in a good way. Terrible company.

crashedandcool

Thought I'd update this thread and another for completeness.

So I consider my migration to the new BG system complete with no problems other than the drip feed nature of it with bits of the account going over at different times. You will get a new account number for each fuel and a bill will be issued on the old system to close it down. New system accounts start from the date of that bill + meter read. Seemed to take 2-3 weeks per fuel to transfer over and 2 months I feel overall to see the DD + goverment money going in correctly. I was able to access the old system to view bills and transaction history and you still can with the bills, but that will disappear eventually along with meter read history.

New system is simpler, but the interface bloated it out rather than condensing the small amount of difference options into one space. In fact it was better, but mid way through the migraton they changed the new systems interface and I now have to scroll more and click more to see things and this is on a desktop PC. They also don't label the accounts Gas or electric just by the account number and infact each fuel is a seperate page so annoying you have to switch between accounts. Before this was an issue, but in some areas you could quickly click between gas and electric. Not now, more clicking. Most annoying is the new transaction history which doesn't show the balance at the end of the transaction and get this doesn't show outputs from the account. I queried why the goverment payment DD refund didn't show and was told it would only show on bills. So sometimes you'll look at your live balance and transactions and it won't add up.

Didn't change my DD, but clicked on it to see. The electric said I could not change it as payment is due soon(its 13 days before it's due, err what). Gas I could, but the 1st step sks how much you want to pay and instead of stating minium states a maximum you can set it to(err of £218)

For me the new system and overall Useability is worse not better. A lot of bloated layout is gone, but none of the core functionality has been improved upon.

serpico100

PlatinumChaos said:

Before I submit a formal written complaint to British Gas, is anyone else having problems accessing details in their online account? I can log on, but when I choose My Account, for three days running now, it's simply said: "Something went wrong. Sorry, we're having technical problems at the moment. Please come back and try again later." I mean, all websites can go down occasionally, but three days without any sign of it being resolved?!

You may want to try logging in with another device. I haven’t been able to log in to my account on my iPad since October, but I can log in with my kindle without any problem

Binky_Hetherington

I received a letter from BG this week saying that my account had been moved. I'm now unable to log into my new account on any device! It's an utter shambles.

Mrs_Z

This thread seems to be from last year but I found it whilst I'm waiting to chat with British Gas... I'm something like 280th in the queue (down from 600) but as they close at 6pm, I doubt I will get through to them.
As with other forum members, I have not been able to access my statements for over a year now. Attempts to get this sorted have failed so far. I must have spent hours already for something which should be a simple issue to resolve.
It seems that I have 2 accounts with them; one with BG HomeCare (an old account which is closed) and BG account for bills and they seem totally unable to update the current BG account with an e-mail (that was used for the HomeCare account). The e-mail account registered for the BG account is a gmail one, and the automatic resetting of the password does not work. Either I do not receive the link, or trying to update it; I get a message about technical difficulties.
It's really frustrating as I can't access the stamens (or switch to paper!) nor send meter readings for over a year now.
You would think they'd had it sorted by now.
Maybe Martin could do a special on British Gas on one of his programs?