British Gas Online Customer Account system

EnergyLookout

Be aware - Something has gone wrong with the Gas Energy figures displayed in the Gas section of the EnergyUsage data graphs within the BG Online Customer Account system. The Gas USAGE £s and the kWh figures are incorrect and are definitely displaying much lower values than they should be. The standing charges amounts seem to be calculating correctly. This issue seems to have occurred around June 1 2024. As a result all of the current and historical values held in Gas energy in EnergyUsage module are incorrect. This needs looking into on an urgent basis and reported immediately to the responsible British Gas Team as it seems to me that changes may have been made and that these changes may not have been checked or verified. The Gas Usage £ and Gas kWh figures currently being displayed are around one tenth of what they should be. My guess is that during a recent update a figure or figures have been wrongly entered into the Gas EnergyUsage system calculations?

For example my annual Gas USAGE charges for January to May 2024 are displayed as being £21.20 when they should be around £241 and my January to May 2024 annual Gas kWh are displayed as 305.43 kWh when they should be around 3,470 kWh

The Electricity Energy figures in the EnergyUsage section appear to be displaying the correct values for Usage £s, the standing charge £s and the kWh figures

born_again

EnergyLookout said:

Be aware - Something has gone wrong with the Gas Energy figures displayed in the Gas section of the EnergyUsage data graphs within the BG Online Customer Account system. The Gas USAGE £s and the kWh figures are incorrect and are definitely displaying much lower values than they should be. The standing charges amounts seem to be calculating correctly. This issue seems to have occurred around June 1 2024. As a result all of the current and historical values held in Gas energy in EnergyUsage module are incorrect. This needs looking into on an urgent basis and reported immediately to the responsible British Gas Team as it seems to me that changes may have been made and that these changes may not have been checked or verified. The Gas Usage £ and Gas kWh figures currently being displayed are around one tenth of what they should be. My guess is that during a recent update a figure or figures have been wrongly entered into the Gas EnergyUsage system calculations?

For example my annual Gas USAGE charges for January to May 2024 are displayed as being £21.20 when they should be around £241 and my January to May 2024 annual Gas kWh are displayed as 305.43 kWh when they should be around 3,470 kWh

The Electricity Energy figures in the EnergyUsage section appear to be displaying the correct values for Usage £s, the standing charge £s and the kWh figures

Have you reported this issue?

As this is a public forum? 

MSE team do not monitor all posts & take action on them.

wrf12345

If the calculation on which they base their DD has changed, expect lots of emails from them saying the DD has gone down - dream on! I think I noticed that the annual usage was incorrect ages ago (no longer a customer) but that the billing calculations were still correct so did not worry about it. Luckily I started out on the new system so did not suffer the trauma of being "upgraded" from the old system, which seems to generate random bill increases in their favour.

EnergyLookout

Yes I have reported this issue and British Gas have confirmed there is a calculation issue and they are in the process of resolving the problem