British Gas good billing experience!!

NorfolkCanary

To counter the usual doom and gloom regarding British Gas and their billing antics, I'd like to add a positive note about the change over from the old to new system. (E7, mech meters, vDD payments).

Finally received an email during November, that I was being changed from the old system and to provide 'final' old account meter readings. Received bill a few days later with correct units/bill total etc..

After logging in, new account also asked for starting readings, slight gripe was that nowhere did it say which box is normal rate and which is low rate, unlike the old with a moon & sun symbol. So entered what I thought was correct.....

Had a second request for more readings a week ago, entered up to date readings, though system didn't accept those, leading to some head scratching.
A visit to chat and after queuing, a very helpful chap at the other end sorted that issue, apparently rate 1 is night and 2 is day. Also means DD has shifted to early in the month rather than late. Bill produced and is accurate & not transposed,

So far so good

Brie

Good to have the good news stories too.  People are so quick to grumble (admittedly often for good reasons) but many are slow to praise. 

Gerry1

Brie said:

many are slow to praise.

@Brie Can't share the enthusiasm, I'm afraid; there's been very little to praise in my experience.

I have a two--rate non-smart electronic meter billed at single rate with VMDD.  I was moved to the new billing system several weeks ago but it's still hopeless.

New app no longer has a PIN to lock it, and it makes no mention whatsoever of Direct Debit.  It tells me I am in debit, shows a Make Payment link but offers only card payments.

Webpage account says Direct Debit is not configured for your account and invites me to set one up.  Clicking the link to do so, it then says We cannot setup a new Direct Debit right now as you already have an active Direct Debit in place.

Why on earth didn't BG personalise each account before making it available to the user?

Brie

Gerry1 said:

Brie said:

many are slow to praise.

@Brie Can't share the enthusiasm, I'm afraid; there's been very little to praise in my experience.

I have a two--rate non-smart electronic meter billed at single rate with VMDD.  I was moved to the new billing system several weeks ago but it's still hopeless.

New app no longer has a PIN to lock it, and it makes no mention whatsoever of Direct Debit.  It tells me I am in debit, shows a Make Payment link but offers only card payments.

Webpage account says Direct Debit is not configured for your account and invites me to set one up.  Clicking the link to do so, it then says We cannot setup a new Direct Debit right now as you already have an active Direct Debit in place.

Why on earth didn't BG personalise each account before making it available to the user?

Which proves my point really. 

Some people are perfectly happy and that's good to know.  Others, like yourself, quite rightly have reason to complain.  I hope you do and that you get it sorted to your satisfaction.

But it's the old line that 10 people out of 100 that have a problem will complain.  And only 1 person out of a 100 that are happy will compliment.  

housebuyer143

I used to praise and actively choose to go with British gas pre COVID. They had great service, and I really couldn't fault them.
Post COVID I have never dealt with a worse company. I can literally pinpoint this change to this time, it's like night and day. If you never need to contact them, all is well - if you do, well it is the worst experience you will have the misfortune of taking part in. 

Online chat is disconnected when you ask them something they don't like. 
The homemove team don't take calls and regardless of the phone option you press, it will send you there and then hang up on you 😡 
Some days you can pay over the phone by an automated number, but then you call back and that option is just not there?!
You get someone to "help" you and it turns out they do nothing at all so you have to contact them again.

I can't wait to leave them as soon as my fix is up. 

markin

You have Stockholm syndrome, The is a clear muck up not labelling day/night and you still came here to post how good they are.

Leon_W

My mother died earlier this year. As an executor I've been settling Council Tax, Water, Telecoms bills etc.

British Gas are far far away the worst company I've had to deal with.  Everyone else has sorted things out with me in a compassionate and understanding manner ( Even British Telecom !) 

I have spent hours and hours on the phone and hours and hours on "webchat"  . I've given them the final readings four times now and kept copies of said "webchat" promising me it'll be sorted and they'll email me with a new bill.

Nothing !  Every time I have to deal with this it brings up memories of my mothers death and nobody seems to give a rats !!!!!!. Given up now and look forward to them taking it "legal".