British Gas are the Worst! Smart Meters Con

DEASSON58

Hi,
I have sent years of issues with my BG Smart Meter.

Last year it took 6 months of investigation by BG to find that my Smart Meter had a technical issue after my usage and bills sky rocketed. BG meter team eventually advised that a meter issue existed and that their only technical resolution to my issue was to put the Meter into Dumb Mode and I was to provide from September 2023 giving a monthly manual reading, BG also provided me £670 compensation. 3 months later and another complaint raised again as the same issue had reappeared with more usage and higher bills, this plodded on till March 2024 and the complaint was escalated and we are now here in August 2024 and I discovered that in October 2023 BG introduced a new billing system, no big issue you would think, but nothing is simple with BG. Firstly BG did not inform me that they had moved me over to this new billing system which is a breach of the Financial Services Act and secondly that for some reason, being moved to this billing system automatically changed me from my dumb mode Meter back to a Smart Meter Mode that BG had previously confirmed in writing that the meter had usage and billing issues when in Smart Mode again without informing me. The result of BG actions was that they reinstated a Smart meter with known technical issues and failed to tell me this for11 months.  When I contacted them they claimed that Ofgen had agreed to this process of not informing customers that their Smart Meter functionality had been changed, Ofgen advised me that Ofgen cannot agree to internal policies, only UK Law and BG are in breach contrary to the Meter Act 1998 which allows then to update the meter software, but cannot change the functionality of the Meter.

I have been advised to request a deadlock letter and The Energy Omnibusman will start a case against BG.

### DO NOT GET A SMART METER ###

MeteredOut

Which clause of the Financial Service Act breach by not telling you they were moving you to a new billing system?

Personally, I'd be quite happy getting a free £670 on the back of some billing issues that ultimately got (sort of) resolved.

But blaming the issue on the smart meters in general, rather than BG incompetence, is a bit of a leap. I suspect there is more to this, such as BG using the wrong "register" on the meter. Are you on an E7 tariff?

BG does not have a good reputation. I'd recommend moving to another supplier with better service. A few will give you some account credit if you get a friend to refer you.

PS. It's Ofgem.

Reed_Richards

DEASSON58 said:

I have sent years of issues with my BG Smart Meter.
.............................
### DO NOT GET A SMART METER ###

Is it the fault of the smart meter or the fault of BG?

### DO NOT BE A BG CUSTOMER ###   perhaps?

EssexHebridean

Allowing that you had such significant issues with BG previously, why did you take the decision to stay with them? 

To jump from "I have problems with my supplier" straight to "All smart meters are a problem - don't get one" is quite the over-dramatic leap IMO, and doesn't really help people to take your situation seriously, as it suggests that perhaps the whole reason for your post was to try to spread fear and misinformation around the Smart Metering Rollout. Hopefully that wasn't your intent, and it was simply borne from frustration. 

For balance - the vast majority of people with smart meters whether with BG or elsewhere have no issues with them whatsoever. A small proportion in either or both camps report problems,  

BarelySentientAI

Which part of The Meters (Certification) Regulations 1998 - which is to do with how meters should be tested and deemed accurate enough for service - do you think prevents BG from establishing communications with their smart meter?

I'm also quite impressed that OFGEM have apparently discussed internal regulatory policies with a single retail customer - given that they really don't speak to individuals very much at all, as it is not really in their remit.

You might have had a problem with your meter, which some people do, and had poor customer service from the supplier, which an unfortunately large number of people do, but the vast majority of customers have no such issues and your blanket suggestion isn't supported by any credible evidence.

If you would like comments or suggestions on how to make your case to the Ombudsman, then let us know and we might be able to help.

Keep_pedalling

I concur with the others what you are (like me) dealing with I’d BG incompetence and nothing to do with smart meters. I have been in my house for 4 months and am desperate to get my gas supply moved from BG but can’t because my switch is blocked because meter associated with this address on the system does not exist.