Think Smart Gas meter is broken and British Gas owe me money??

Chapsley

My smart meter device (the small screen one you plug in to view real time usage etc) hasn't been showing the right gas usage since about Jan/Feb last year maybe. It just said £6.52 daily use every single day. I ignored it really as I just assumed it was the monitor not connecting properly and we don't keep the monitor when we can see it as it's not info I want to see every day!!

I switched from BG to Octopus in Aug and they asked for a meter reading - I gave them what was showing on my British Gas online account. I then got a final bill from BG a week or so ago, and my gas usage from Jul-Aug is showing as 0. I looked at my proper meter, pressed the button to view the screen and it's blank - it won't turn on or show me any data. This is the first time I've ever even tried looking at it. So I'm guessing it's broken?

Anyway, looking at the BG bill from Oct 22 to Aug 23, it has an estimated gas reading every month from Jan onwards, so I think maybe that's when it broke. Then in July 23 there is a random smart meter reading (this ties in with when I complained to them about hiking up my bill from £350 a month to £650 a month without warning). 

So I'm wondering how they got this random reading in July. Although the figure was just over what they had been estimating, so it's probably about right. 

The figure that was showing online in my account in Aug when I switched was the same as this figure they came up with in July, so it hadn't gone up at all.

I also have another issue in that looking at my bill from Oct to Jul, and Jul-Aug, it doesn't seem to add up. I was in £503.05 debit in Oct 22, have paid them £4354.47, used £2486.60, which comes to £1068.82. Then in the Jul-Aug bill it says £9.70 for gas (the daily fee, plus £0 for usage), and then nothing for elec. There's no issue with my elec meter I don't think. But there is a random 'Adjustments after VAT' box which says 'Refund' - one for £3.82 and one for £339.61, totaling £353.13, which they have then subtracted from my balance of £1068.82 to leave me £715.69 in credit. But I don't know why there's no elec mentioned there and what this 'Adjustments After VAT' bit is, and why if it's a refund, why it's actually been taken off of my balance - is it a refund from me to BG??

Also at the end of Aug they refunded me £343.43 into my bank account, so still owe me the remainder of the £715.69 (£372.26).

All very confusing. And now I am with Octopus - they haven't asked me about meter readings or anything yet, but I'm guessing at the end of this month when my gas hasn't gone through to me they might?

Happy to share the bills so people can see (with personal info redacted out). 

Thanks!

[Deleted User]

So I'm wondering how they got this random reading in July. Although the figure was just over what they had been estimating, so it's probably about right. 

All suppliers have what is known as a Data Collector. Your new supplier will calculate a switch reading based on previous readings and the reading that you provided. Both suppliers will use this reading to open and close your accounts.

If it is slightly out, it doesn't matter as much as most people think. Let us say that the switch reading was 12345 but the meter was only reading 12300. You would underpay BG but pay Octopus for units supplied by BG. The actual cost difference to you would be 45(old unit price- new unit price). 

If the meter was reading 12390, then you would overpay BG and pay Octopus the daily standing charge until the meter reading passes the switch reading.

You can check whether your smart meters are communicating with Octopus by looking at the Octopus App or by installing a third-party App like BRIGHT. If you are not seeing any data then you need to contact smart.help@octopus.energy for advice. 

Netexporter

If the gas meter is blank it could be that the battery needs changing. If it was installed by BG it is almost certainly a Ladis & Gyr meter. The gas ones have two buttons. Are you sure you've pressed the correct one?

[Deleted User]

Netexporter said:

If the gas meter is blank it could be that the battery needs changing. If it was installed by BG it is almost certainly a Ladis & Gyr meter. The gas ones have two buttons. Are you sure you've pressed the correct one?

For the OP:

https://octopus.energy/blog/how-to-read-your-meter/

Chapsley

Netexporter said:

If the gas meter is blank it could be that the battery needs changing. If it was installed by BG it is almost certainly a Ladis & Gyr meter. The gas ones have two buttons. Are you sure you've pressed the correct one?

Yeah, I've pressed both buttons multiple times - short and long presses. Neither A nor B do anythiing. Screen stays blank.

Chapsley

[Deleted User] said:

So I'm wondering how they got this random reading in July. Although the figure was just over what they had been estimating, so it's probably about right. 

All suppliers have what is known as a Data Collector. Your new supplier will calculate a switch reading based on previous readings and the reading that you provided. Both suppliers will use this reading to open and close your accounts.

If it is slightly out, it doesn't matter as much as most people think. Let us say that the switch reading was 12345 but the meter was only reading 12300. You would underpay BG but pay Octopus for units supplied by BG. The actual cost difference to you would be 45(old unit price- new unit price). 

If the meter was reading 12390, then you would overpay BG and pay Octopus the daily standing charge until the meter reading passes the switch reading.

You can check whether your smart meters are communicating with Octopus by looking at the Octopus App or by installing a third-party App like BRIGHT. If you are not seeing any data then you need to contact smart.help@octopus.energy for advice. 

I've installed the app now. It has gas readings for Aug 22nd (the one I emailed them with when I opened the account) and one on 24th Aug which is slightly higher. But nothing since. It says 'Your readings are on their way'.... so I guess I'll check back in a day or two. Absolutely nothing for my elec though which is weird because I don't think I have any issues with that one!

My smart meters were only installed in Oct 22 - could the batteries have died in two months? Seems unlikely.

[Deleted User]

Chapsley said:

[Deleted User] said:

So I'm wondering how they got this random reading in July. Although the figure was just over what they had been estimating, so it's probably about right. 

All suppliers have what is known as a Data Collector. Your new supplier will calculate a switch reading based on previous readings and the reading that you provided. Both suppliers will use this reading to open and close your accounts.

If it is slightly out, it doesn't matter as much as most people think. Let us say that the switch reading was 12345 but the meter was only reading 12300. You would underpay BG but pay Octopus for units supplied by BG. The actual cost difference to you would be 45(old unit price- new unit price). 

If the meter was reading 12390, then you would overpay BG and pay Octopus the daily standing charge until the meter reading passes the switch reading.

You can check whether your smart meters are communicating with Octopus by looking at the Octopus App or by installing a third-party App like BRIGHT. If you are not seeing any data then you need to contact smart.help@octopus.energy for advice. 

I've installed the app now. It has gas readings for Aug 22nd (the one I emailed them with when I opened the account) and one on 24th Aug which is slightly higher. But nothing since. It says 'Your readings are on their way'.... so I guess I'll check back in a day or two. Absolutely nothing for my elec though which is weird because I don't think I have any issues with that one!

My smart meters were only installed in Oct 22 - could the batteries have died in two months? Seems unlikely.

Only the gas meter has a battery with a predicted life of 10 to 15 years. Contact Octopus at the email address that I gave you. They carryout fortnightly smart meter health checks.

Chapsley

Dolor said:

Chapsley said:

Dolor said:

So I'm wondering how they got this random reading in July. Although the figure was just over what they had been estimating, so it's probably about right. 

All suppliers have what is known as a Data Collector. Your new supplier will calculate a switch reading based on previous readings and the reading that you provided. Both suppliers will use this reading to open and close your accounts.

If it is slightly out, it doesn't matter as much as most people think. Let us say that the switch reading was 12345 but the meter was only reading 12300. You would underpay BG but pay Octopus for units supplied by BG. The actual cost difference to you would be 45(old unit price- new unit price). 

If the meter was reading 12390, then you would overpay BG and pay Octopus the daily standing charge until the meter reading passes the switch reading.

You can check whether your smart meters are communicating with Octopus by looking at the Octopus App or by installing a third-party App like BRIGHT. If you are not seeing any data then you need to contact smart.help@octopus.energy for advice. 

I've installed the app now. It has gas readings for Aug 22nd (the one I emailed them with when I opened the account) and one on 24th Aug which is slightly higher. But nothing since. It says 'Your readings are on their way'.... so I guess I'll check back in a day or two. Absolutely nothing for my elec though which is weird because I don't think I have any issues with that one!

My smart meters were only installed in Oct 22 - could the batteries have died in two months? Seems unlikely.

Only the gas meter has a battery with a predicted life of 10 to 15 years. Contact Octopus at the email address that I gave you. They carryout fortnightly smart meter health checks.

Okay, I'll drop them an email.

Does the pricing/charging from British Gas make any sense to you?:

I also have another issue in that looking at my bill from Oct to Jul, and Jul-Aug, it doesn't seem to add up. I was in £503.05 debit in Oct 22, have paid them £4354.47, used £2486.60, which comes to £1068.82. Then in the Jul-Aug bill it says £9.70 for gas (the daily fee, plus £0 for usage), and then nothing for elec. There's no issue with my elec meter I don't think. But there is a random 'Adjustments after VAT' box which says 'Refund' - one for £3.82 and one for £339.61, totaling £353.13, which they have then subtracted from my balance of £1068.82 to leave me £715.69 in credit. But I don't know why there's no elec mentioned there and what this 'Adjustments After VAT' bit is, and why if it's a refund, why it's actually been taken off of my balance - is it a refund from me to BG??

Also at the end of Aug they refunded me £343.43 into my bank account, so still owe me the remainder of the £715.69 (£372.26).

[Deleted User]

Chapsley said:

Dolor said:

Chapsley said:

Dolor said:

So I'm wondering how they got this random reading in July. Although the figure was just over what they had been estimating, so it's probably about right. 

All suppliers have what is known as a Data Collector. Your new supplier will calculate a switch reading based on previous readings and the reading that you provided. Both suppliers will use this reading to open and close your accounts.

If it is slightly out, it doesn't matter as much as most people think. Let us say that the switch reading was 12345 but the meter was only reading 12300. You would underpay BG but pay Octopus for units supplied by BG. The actual cost difference to you would be 45(old unit price- new unit price). 

If the meter was reading 12390, then you would overpay BG and pay Octopus the daily standing charge until the meter reading passes the switch reading.

You can check whether your smart meters are communicating with Octopus by looking at the Octopus App or by installing a third-party App like BRIGHT. If you are not seeing any data then you need to contact smart.help@octopus.energy for advice. 

I've installed the app now. It has gas readings for Aug 22nd (the one I emailed them with when I opened the account) and one on 24th Aug which is slightly higher. But nothing since. It says 'Your readings are on their way'.... so I guess I'll check back in a day or two. Absolutely nothing for my elec though which is weird because I don't think I have any issues with that one!

My smart meters were only installed in Oct 22 - could the batteries have died in two months? Seems unlikely.

Only the gas meter has a battery with a predicted life of 10 to 15 years. Contact Octopus at the email address that I gave you. They carryout fortnightly smart meter health checks.

Okay, I'll drop them an email.

Does the pricing/charging from British Gas make any sense to you?:

I also have another issue in that looking at my bill from Oct to Jul, and Jul-Aug, it doesn't seem to add up. I was in £503.05 debit in Oct 22, have paid them £4354.47, used £2486.60, which comes to £1068.82. Then in the Jul-Aug bill it says £9.70 for gas (the daily fee, plus £0 for usage), and then nothing for elec. There's no issue with my elec meter I don't think. But there is a random 'Adjustments after VAT' box which says 'Refund' - one for £3.82 and one for £339.61, totaling £353.13, which they have then subtracted from my balance of £1068.82 to leave me £715.69 in credit. But I don't know why there's no elec mentioned there and what this 'Adjustments After VAT' bit is, and why if it's a refund, why it's actually been taken off of my balance - is it a refund from me to BG??

Also at the end of Aug they refunded me £343.43 into my bank account, so still owe me the remainder of the £715.69 (£372.26).

Without looking at your bills, it is impossible to give advice. Suppliers set out their charges and adjustments in various ways.