British Gas not updating the online portal and reporting incorrect figures

Fatboydel888

Hi,

The British Gas portal is getting further and further behind posting usage updates and now they are out of synch. Gas is at 12/03 and Electricity is at 17/03, not much use if you are trying to manage how much you are using.

Not only that, the gas figures are clearly incorrect, they have the 4 days from 8th to 11th March at an identical figure and much higher than I would normally use.

Back end of last year they changed what I was being charged, without saying anything the daily figures just changed for several days, obviously going up. I though smart meters reported every day, clearly BG are just making it up half the time.

Is anyone else having the same issues?

Just had an update from BG:

"Hi Derek, we're aware of this issue and it's linked to an ongoing wider investigation. Please note that the fix will be delivered as soon as the root cause has been identified and tested. I'm sorry for any inconvenience caused. ^Shahzana"

So basically, they cannot tell me how much I am spending each day and they are making it up!

This should be investigated further, perhaps Martin should take it up?

Mstty

Have you tried one of the 3rd party apps like Bright or Loop that you can install on your phone.

KxMx

Yes for my old SMETS1 meters. 
Electricity is only a few days behind but Gas nearly a week at the moment. 
Glad to hear there is a cause their end that is being investigated. 

[Deleted User]

The annoying thing is that UK smart metering was set up in the way that it was to allow suppliers the time they said that they needed to update their systems etc for the smart meter age. Arguably, the only supplier that has done this with considerable success is Octopus. It now has smart meter tariffs for EVs; heat pumps and solar/batteries.

CamCurls

My meters are SMETS1, they cannot be connected to DCC apparently. As a result they stopped being "smart" as long ago as 5 December. British Gas told me ages ago that this would be put right by the end of March. 

deano2099

My understanding is they tried to roll out the remote updates to the British Gas SMETS1 meters with (I think) the Trilliant comms hubs to connect them to the DCC about three weeks ago. It appears to have not gone well. 

Right now my BG account is showing gas usage, but 12 days at the exact same number and nothing for the past week. It's not showing electric at all.
Loop/Bright are showing electric, but not gas. The IHD is currently functional and measures both.
Worth noting that until three weeks ago I couldn't use Loop/Bright at all (meter not enrolled).

Fatboydel888

I am still onone of the early smart meters, no sign of it being updated any time soon.

tifo

I have the same problem.

The website account is always some days (upto a week behind) out of sync. I don't use the home monitor as that is the same. They're both useless. The only accurate way is to read the actual meter.

Fatboydel888

I gave up and moved to Octopus, been there a couple of days and waiting for figures to come through.

I loaded the Bright app and that cannot get gas figures either, so it might not be just British Gas having issues.

CamCurls

CamCurls said:

My meters are SMETS1, they cannot be connected to DCC apparently. As a result they stopped being "smart" as long ago as 5 December. British Gas told me ages ago that this would be put right by the end of March. 

Well I was pleasantly surprised this morning to find that my meter has sent a gas reading and the IHD has also started working again. Not sure about electric yet. 

[Deleted User]

CamCurls said:

CamCurls said:

My meters are SMETS1, they cannot be connected to DCC apparently. As a result they stopped being "smart" as long ago as 5 December. British Gas told me ages ago that this would be put right by the end of March. 

Well I was pleasantly surprised this morning to find that my meter has sent a gas reading and the IHD has also started working again. Not sure about electric yet. 

You can check whether your meters are now connected to the DCC network via this link:

https://smartmetercheck.citizensadvice.org.uk/