British Gas cancelled my fixed rate

Oldschoolsaver12

Wondering if anyone has had the same experience and what the outcome was. So fixed my gas and electric early October. Received the confirmation emails and heard nothing more. Gas is fine but my electric tariff (Peaksave Sunday V10 fixed until november 2026) has been cancelled nearly 2 months after it was fixed. 

I was only alerted as just received a fix your electric rate letter through the post I thought in error. No letter was posted re the reading issue or meter. I have now seen an email 21st Nov (6 and a half weeks after the tariff was confirmed) that I can't be switched as they can't get info they need. 

I've been on the usual peaksave Sunday for nearly a year so already switched to 30 min readings. I called and on further enquiry they've said it's because my meter (Smet2 v4.2) can't send 2 rate readings. After some questioning it transpires it has the capability as I thought but needs to be set up to do so. I asked why they didn't just do that (I've now  have read this has to be done by them) instead of not telling me there was a configuration issue, no attempt to remedy and cancelling. I've raised a complaint and alerted some department that meter requires reconfiguring but essentially they are saying they can't reinstate the tariff, which by now is quite a bit cheaper vs today's tariff offers and will back bill on SV rate to my detriment. 

Email they sent 21/11:

"Hello Xxxx

Thanks for signing up for our PeakSave Super Sunday tariff.

Unfortunately, we can’t switch you to this tariff right now. It looks like your smart electricity meter isn’t sending us the readings we need.

So, you’ll now move on to our Standard Variable tariff. And, as a little thank you for your interest in our PeakSave tariff, we’ll credit your account with £5.

Getting your smart meter back up and running

There are a few things you can check to get your meter working again.

If you’ve tried everything and it’s still not fixed, our teams are working behind the scenes, making sure all meters are working as they should. They’ll be in touch if they need to speak to you.

Thanks again for your interest in our new energy tariff,

Your British Gas Team"

Also just to note after reading this email yesterday I immediately checked my smart energy monitor and logged on to my account and all working fine but  looking back it shows a few days where my meter wasn't showing readings  21st-24th Nov (21st is day they cancelled tariff) but BG guy on the phone insinuated it was not related (coincidence?) and was about the meters inability to send rate readings. Fair enough but when I asked if it was normal to wait nearly 2 months to alert the customer, send any communication, explain the issue that seems resolvable he just said it was a requirement to have readings. 😐

Anyone had this issue and had it resolved? 

MWT

Oldschoolsaver12 said:

I've raised a complaint and alerted some department that meter requires reconfiguring but essentially they are saying they can't reinstate the tariff, which by now is quite a bit cheaper vs today's tariff offers and will back bill on SV rate to my detriment. 

Stick with the complaint and escalate to the Ombudsman if they don't resolve it to your satisfaction.

Configuring the meter to deliver the readings they need is their responsibility.