British Gas unusual smart meter problem

Toxteth_O_Grady

We had Smets2 meters fitted 2 years ago with Octopus. Everything worked fine. Switched to BG last October.

At the end of each month since, I've been getting email reminders from BG to submit electricity readings.

This seems odd because I can see half-hourly usage in the BG app for both electric and gas so they must somehow be remotely accessing the data from the meters. I'm also seeing Sunday Peak Save savings being calculated in my bills for usage between 11am and 4pm every Sunday - again, presumably from smart meter data.

The Citizens Advice smart meter checker shows that my meter should be working in smart mode and the electricity usage is correctly showing in the Bright and Energy Saver apps.

Given this annoyance has been going on for 4 months I decided to try BG's online chat. Sadly, all the agent did was paste in standard script responses to say they are aware that my meter isn't working correctly and they are working on it but with no timescale for a fix. When I tried to point out that it was unlikely to be the meter (for the reasons outlined above, e.g. Peak Save etc) the agent told me that all of that info must be based on me providing monthly manual readings! That's the point at which I gave up.

I'm guessing the issue is most likely somewhere in their billing system not picking up the correct data.

Are there any suggestions for anything else I can try to fix it, other than submitting a formal complaint?

TIA

TOG

Swipe

I'd just ignore the emails if your bills are being generated correctly.

Toxteth_O_Grady

https://forums.moneysavingexpert.com/discussion/comment/81867006#Comment_81867006

Unfortunately the bills are not being generated from the electric smart meter data. That's why I'm having to give monthly manual readings. Apologies, I didn't make that clear in my OP.

Scot_39

Does your actual monthly statement have annotations like (E) (Estimate) ( C ) (Customer) or (S) (Smart) next to meter readings in the costs table.

Thats what matters - not some random email.

Toxteth_O_Grady

https://forums.moneysavingexpert.com/discussion/comment/81867029#Comment_81867029

As far as I can tell with BG it only shows 'Actual read' or 'Estimated read' and doesn't differentiate between Customer or Smart reads.

Swipe

I'd raise it as a complaint and, if you get nowhere, consider switching supplier.

Toxteth_O_Grady

https://forums.moneysavingexpert.com/discussion/comment/81867065#Comment_81867065

@Scot_39 My online meter reading history has more info than my pdf bills. Online shows 'You gave' or 'Smart meter'

All readings for my electricity are 'You gave' and those for gas are 'Smart meter'

Scot_39

https://forums.moneysavingexpert.com/discussion/comment/81867102#Comment_81867102

Given its likely your gas meter is reporting via the comms hub on the electric meter - and they are getting 1/2 hourly from I presume both gas and electric - for peak save - that does suggest BG havent set your electricity meter / billing use up properly on your account.

Id go straight to complaint mode - if its been four months of that sort of "nonsense" from CS.

Or switch suppliers and earn yourself and a friend upto £50 in referral fees - and hopefully better CS - although sadly it seems a bit of a lottery these days at many.