British Gas smart meter app

shaunthe

My British Gas smart meter app stopped working & updating to show daily/hourly usage talking & account details changed, it says “our app can only help current customers Your energy account has moved to our new system, you can still view your previous energy documents”. 

I am still a customer & I changed nothing. I have since found out this has happened to thousands of other British Gas users at a time when the public needs to be able to see exactly how much energy they are using in real time as & when they are using it. Why has this issue been allowed to happen, why has it taken so long to resolve & when will it be fixed? I am very suspicious of the reasoning behind this change to our accounts & suspect it might just be plain old greed.

[Deleted User]

Hi,

have you tried logging on online?

Ange_D

BG installed a smart meter for me on 4th Oct. A couple of days later my app changed to a “smart” user but I could only see details for my 2022 usage up to June - no other details available. Same with the website. 

I spoke to BG on 2nd of Nov and was advised they are working on a fix for the app which they hope will be up and running before Christmas. 

I wouldn’t hold my breath. 

To make matters worse their help section states that one of the likely reasons for not being able to view usage is “your smart energy monitor isn’t connected to wifi” (the IHD I was given has no wifi). Others on here and the call handler I spoke to says that is definitely not the case. 

chunkybuns

I’m going mad trying to get action from British Gas on this issue.  More frustrating is the way the call handlers pretend like this is something peculiar to you. 

Haven’t seen my live usage or history for months now and really worried because I’m on an EV tariff. 

How am I supposed to be able to check if I’m being charged the correct rate overnight if I can’t see it in the morning on my app????
it doesn’t even register on my smart meter display.  

What are we paying 57p per day for on top of the usage if the bloody thing doesn’t work. 

One thing you can be sure of, if the operation of the smart meter was tied to them making money rather than saving yours, it would have been sorted in days.