British gas won't provide home display unit.

Sulmur

Hi, apologies if I've not posted this in the correct place...

I recently purchased a property that had a pay as you go system with British Gas. The gas and electric meters are in the cellar. I contacted BG to transfer over ownership to me whilst also asking to swap to a direct debit system rather than pay as you go. During my phone conversation to arrange this I was informed by the BG employee that I would receive a display monitor in the next few days via post. This was 2 weeks ago so I contacted BG yesterday via the online chat. They've told me that I won't be sent a display monitor as the smart meter (for the previous owners pay as you go system) was installed in 2019. As 12 months have passed they are not obligated to send me a home display meter.. is this something I can dispute? I want to be able to keep track of my expenses without having to enter the cellar all the time. I have the app but I don't find it very accurate. Any advice welcome. 

MattMattMattUK

Sulmur said:

Hi, apologies if I've not posted this in the correct place...

I recently purchased a property that had a pay as you go system with British Gas. The gas and electric meters are in the cellar. I contacted BG to transfer over ownership to me whilst also asking to swap to a direct debit system rather than pay as you go. During my phone conversation to arrange this I was informed by the BG employee that I would receive a display monitor in the next few days via post. This was 2 weeks ago so I contacted BG yesterday via the online chat. They've told me that I won't be sent a display monitor as the smart meter (for the previous owners pay as you go system) was installed in 2019. As 12 months have passed they are not obligated to send me a home display meter.. is this something I can dispute? I want to be able to keep track of my expenses without having to enter the cellar all the time. I have the app but I don't find it very accurate. Any advice welcome. 

I do not think dispute is the right work, but in short, you have no right to an IHD. The app is accurate, it is the same data used for billing, you can also download billing information, though it does lack the instantaneous/current read, it only shows the data a day or two later. 

debitcardmayhem

Youcould try using Bright/loop/hugo apps on your phone they tend to poll the dcc 2/3 times a day. And there are other ihds for circa 50 - 70 bright (hildebrand) 

la531983

Or, more suppliers. What's tying you to British Gas?

More than likely nothing. 

Spoonie_Turtle

la531983 said:

Or, more suppliers. What's tying you to British Gas?

More than likely nothing. 

None of them are obliged to provide an IHD either.

Though Octopus does have the mini, which is apparently like having the IHD on your phone.  (Mine hasn't arrived yet so I can't say for 100% certain.)

400ixl

As above, they won't replace outside of a warranty replacement on the original within 12 months and they are not obliged too.

You can buy a 3rd party IHD or use either their app or one like bright to view readings.

Probably not what you want to hear but that is the situation. Swapping providers won't likely get you one either unless they are changing the meter itself.

Sulmur

Thanks everyone 

Zandoni

I would create a bit more fuss, especially as you are a new customer.

ArbitraryRandom

Zandoni said:

I would create a bit more fuss, especially as you are a new customer.

What does being a new customer have to do with it? Asking nicely is generally more effective than 'disputing' or 'making a fuss' about something you have no right to expect. 

An IHD is issued with the installation of a new smart meter and can be replaced for the first 12 months after install.

The front line customer service agent can put in a request, but the OP has already seen that it would then get automatically rejected later in the system, so doing it again is just wasting everyone's time. 

The OP can use one of the apps that's already been recommended, or can pay out of pocket for a compatible device (don't buy a second hand one for cheap, chances are it won't work)
 

Zandoni

ArbitraryRandom said:

Zandoni said:

I would create a bit more fuss, especially as you are a new customer.

What does being a new customer have to do with it? Asking nicely is generally more effective than 'disputing' or 'making a fuss' about something you have no right to expect. 

An IHD is issued with the installation of a new smart meter and can be replaced for the first 12 months after install.

The front line customer service agent can put in a request, but the OP has already seen that it would then get automatically rejected later in the system, so doing it again is just wasting everyone's time. 

The OP can use one of the apps that's already been recommended, or can pay out of pocket for a compatible device (don't buy a second hand one for cheap, chances are it won't work)
 

Moving into a house as a new customer you’d think the energy supplier would be more thoughtful, it sounds like asking nicely hasn’t worked.

ArbitraryRandom

Zandoni said:

ArbitraryRandom said:

Zandoni said:

I would create a bit more fuss, especially as you are a new customer.

What does being a new customer have to do with it? Asking nicely is generally more effective than 'disputing' or 'making a fuss' about something you have no right to expect. 

An IHD is issued with the installation of a new smart meter and can be replaced for the first 12 months after install.

The front line customer service agent can put in a request, but the OP has already seen that it would then get automatically rejected later in the system, so doing it again is just wasting everyone's time. 

The OP can use one of the apps that's already been recommended, or can pay out of pocket for a compatible device (don't buy a second hand one for cheap, chances are it won't work)
 

Moving into a house as a new customer you’d think the energy supplier would be more thoughtful, it sounds like asking nicely hasn’t worked.

A 'thoughtful' customer might think about the call centre worker who will receive said 'fuss' - or is it only energy suppliers who are expected to be thoughtful? 

I agree it would have been lovely if they had said yes, but the whole point of ASKING is that they have every right to say no.

Kicking up a fuss might get someone £30 in 'go away' money (which can go towards buying a replacement IHD privately) but being nice for as long as it 'works' and making a fuss as soon as it doesn't is one of the more toxic behaviours present in society - a child acting like that would be called spoilt, so why would it be acceptable for an adult?