British Gas App - Data Error

Descrabled

In 2022 my BG app gave an electricity usage of 238,000 kWh of which some 235,000 kWh was used in March. Obviously wrong.

This year the app gives zero usage.

I treat any energy usage either historic or future with a pinch of salt. I have detailed month by month usage figures and meter readings on a spreadsheet for the past 10 years. It helps when discussing the setting of the direct debit as I find BG always overestimate the amount of electricity that they expect we will use.

GSte

The old app actually worked for me and was great when it did. But as another poster has said, the new app does not give you the ability to see usage data!?! Completely baffled as to the point of it. 

MKBob

I've been trying to view my usage since Feb24, I can see the Gan but not the Electricity and I cant alter my direct debit either. I complained and this is their answer..

Thank you for contacting British Gas. You’ve been in touch as you are unable to view your energy usage online. I’m very sorry about this and thank you for giving me the opportunity to resolve this for you.   I’ve received an update from our Tech Team and they’ve advised that unfortunately there’s currently no process to investigate or resolve any faults related to the information online. This also includes missing/historical data. Work is currently being carried out to resolve all My Energy issues.     I’m very sorry I’m unable to offer a resolution. More than eight weeks have passed since you first told us about your complaint, you do have the right to refer your complaint to the Ombudsman Services: Energy if you want to. You’ll find their details here;   Postal address: Ombudsman Services, PO Box 966, Warrington WA4 9DF Phone: 0330 440 1624 Email: osenquiries@os-energy.org Website: ombudsman-services.org/energy The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision. I understand that this isn't the outcome that you wanted - and as you are unhappy with the situation, this has been noted on your complaint to capture this, and I’ve also fed this back to our senior team. However, I'm afraid that we won't be able to change the outcome. Your complaint will now be closed. If you have any questions please  contact us on the details below. Thank you for contacting British Gas. If you’d like information about our complaints handling procedure you can view a copy by either going online, or by getting in touch and one of our advisors will arrange to send you a copy free of charge.

ibhregore

It would seem that this issue is still ongoing.  I had my old SMET1 meter swapped out for a "next generation SMET2 at the beginning of September and since then I've not had any meter readings posted onto my usage history on the BG App or Website accept for a few short periods where there are some flat line usage data showin the sam consumption each day.  I know my new SMET2 meter is sending half hourly readings as I also have the BRIGHT app on my phone which links to the GLOWMARKT broker that reads the meters.  I can see my data there, but only from when I subscribed.

IW74

I’ve just been googling this issue and it brought me here.
Had my old smart meter swapped out on 21st Dec. British Gas app initially said ‘check back in 2 days’. On 24th Dec it asked if I wanted to see live energy readings, I said yes, it errored and then took me back to the usage view I had previously. That doesn’t show any readings since the smart meter swap out, and the website just shows 0 for current reading.
Does it typically take a bit longer for it to start showing readings from the new meters, or do I need to contact them? Not expecting much, as they have already cancelled my initial install with less than 24 hours notice. The promised £30 compensation has yet to materialise, so I’m not their biggest fan as it is. If this is going to be an issue going forward, it might be time to find a new supplier.

400ixl

Install the Bright app on your phone and see if that is getting the readings from the network.

IW74

400ixl said:

Install the Bright app on your phone and see if that is getting the readings from the network.

Thanks for the suggestion - done that this evening and it’s already updated to show usage data for gas and electric for today and yesterday.
Guessing that means the problem is with the British Gas app and website NOT pulling that information through? Says a lot that a 3rd party app gives me more info than theirs does! 

IW74

Anyone else still having this issue?
3 weeks now since I had the smart meter "upgrade" and the app is now essentially useless. Shows the exactly the same amount of usage for each day from 1st to 6th Jan for both electricity and gas, and nothing since.
When I called BG they told me it normally takes 30 days for it update after the upgrade, but that they would prioritise it for me. They also said they would credit the £30 to my account and guess what? No sign of that either. 
I've normally had my 6 month bill by now - it was due the first week in January - is that delay likely to have been caused by this too?
Definitely switching away from them, but I'm loathed to do it before the bill has appeared in case it isn't accurate.

On the plus side, the Bright app does at least let me see my usage!