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Original poster

British Gas deliberately rubbish online services?

40 replies

winewolfhowls · 01/10/2022 09:14

Trying to look at our usage, this area of the website/app has never been available and is always down.

We are over 400 in credit, paying over 250 quid month for a mid terrace two bed with four people, noone in 8-4 all week or on one weekend day. It still says we will be in debit by next pay date.

Online chat is also never available. Miraculously got through to the online chat advisor after months of trying this morning to ask for a smart meter monitor and then the reply I couldn't click on, then it said chat automatically closed after 60secs of no reply.

So frustrating.

Does anyone know if there's any other way to get a smart meter monitor?

OP posts:
Original poster
winewolfhowls · 01/10/2022 09:19

Also we are not with British gas by choice, we were moved to them when our previous supplier went bust about a year ago. We had much better service before and could see usage and add meter readings super fast and easily.

OP posts:
inappropriateraspberry · 01/10/2022 09:32

We are exactly like you! Moved to them last year when company went bust. Paying £240 a month, when our usage is averaging around £120. Cannot lower it on the app, and I hate that they only bill you twice a year rather than monthly. I've given them time to see our monthly usage, almost a year now, and thought the dd would be automatically adjusted but no.
I can see our usage details on the app, but we have a smart meter which may make it easier.
I've been trying to get in touch via the app to get dd lowered, but can never connect.

Original poster
winewolfhowls · 01/10/2022 10:11

Glad it's not me, it just feels so dishonest, like they are out to pull the wool over our eyes!

OP posts:

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pinkpotatoez · 01/10/2022 10:12

Have you tried @ing them on twitter? Company's seem to jump to the rescue when other people can see the issues you're having

paintitallover · 01/10/2022 11:11

We are in the same position-moved to BG. No point in changing, imo, but oh yes, aren't they absolutely appalling at answering the phone etc? I didn't know customer service could get that bad.

paintitallover · 01/10/2022 11:11

And yes twitter unfortunately would help

inappropriateraspberry · 01/10/2022 11:15

I just want to reduce our direct debit, we're paying way too much, even with the price increases.

Glittertwins · 01/10/2022 11:55

They used to have decent customer service, it's definitely gone downhill

MadameRanevskaya · 01/10/2022 12:53

Absolutely dreadful customer services. I foolishly signed up for fixed rate deal and then changed my mind within cooling off period. This has been too much for them and they haven’t managed to change me back to standard rate despite phone calls and live chats. They tell you it will be sorted within 24h but it doesn’t happen. This has been going on for almost a month.
I have made official complaint a week ago ( no response) and sent a DM on Twitter last week - again no response.

Original poster
winewolfhowls · 01/10/2022 14:22

Right, I will try Twitter!

OP posts:
Original poster
winewolfhowls · 01/10/2022 16:29

Have also tried Facebook messenger.

OP posts:
user16480478 · 01/10/2022 16:36

I don't think any of the energy companies will give you a monitor for a smart meter if you have already had one and it is more than a year old (out of guarantee) you can buy generic ones for about £50.

LilithImpala67 · 01/10/2022 16:42

I have had an absolute nightmare with British Gas. They moved some of their customers to a new system in April. Except they didn't do it successfully for me, I was a dual fuel customer with a single direct debit, they moved my Gas but not the Electric. They then cancelled my direct debit and I had to endure awful customer service for weeks to get to the bottom of what had happened. Eventually I got two direct debits re-setup one for gas one for electric. Only for them to cancel one of the direct debits again. Finally I have a contact at Customer Service complaints who is monitoring my accounts and who has just informed me my accounts should be back together on the old system shortly. I have been unable to reconcile my payments and accounts for months or to see energy usage etc. Absolutely awful customer service and terrible website and apps as well. For such a large company with such huge profits their customer service is horrendous. I have only stuck with them because we have a fixed tariff until May. They need investigation for their dismal treatment of customers.

MadameRanevskaya · 01/10/2022 19:44

@LilithImpala67
How did you manage to get a contact at Customer Complaints?

I absolutely agree they should be investigated.

Original poster
winewolfhowls · 01/10/2022 19:44

user16480478 · 01/10/2022 16:36

I don't think any of the energy companies will give you a monitor for a smart meter if you have already had one and it is more than a year old (out of guarantee) you can buy generic ones for about £50.

Thank you, you are correct.

However DH has just informed me that he thinks it is the smart meter that he thinks is not working rather than the monitor, hence the monitor not working, so back to the drawing board trying to contact British Gas.

OP posts:
Original poster
winewolfhowls · 01/10/2022 19:45

They most definitely should be investigated!

OP posts:
HollyJollyXmas57 · 01/10/2022 19:53

Just amend your direct debit online to lower?

inappropriateraspberry · 01/10/2022 19:56

HollyJollyXmas57 · 01/10/2022 19:53

Just amend your direct debit online to lower?

They won't let me! It says I'm 'on track' with payments, but I am definitely paying a lot more than I use.

CaptainSamCarter · 01/10/2022 19:59

Is that because it's averaged out over six months though? We're with BG and last year our January usage was well over our regular monthly payment but because our usage in September / October was under it averaged out so we didn't end up in debit / credit.

LilithImpala67 · 01/10/2022 20:16

@MadameRanevskaya I kept complaining through their "make a complaint" part of their website, and threatened to go to the Ombudsman if they didn't respond with action. They eventually replied with a contact at Customer Services so my case is being handled by just one point of contact. They aren't any better at solving the actual issues but it saves having to go through the awfulness of their call centre or web chat. I am nearing 6 months and it is still not fully resolved. They are just bloody awful!

MadameRanevskaya · 01/10/2022 20:21

@LilithImpala67
Thank you

inappropriateraspberry · 01/10/2022 20:28

Nope, just way way out. We average about £120 a month and they want double.

Always4Brenner · 01/10/2022 20:30

paintitallover · 01/10/2022 11:11

We are in the same position-moved to BG. No point in changing, imo, but oh yes, aren't they absolutely appalling at answering the phone etc? I didn't know customer service could get that bad.

You want to to try SSE for bad customer service you’ll lose the will to live.

GeorgeorRuth · 01/10/2022 21:28

I'm 400+ in credit with gas and 350+ with electric..on one screen it says I'm paying too much then on another that I need to increase my payments as I will be in debit at end of plan.🤔😜 so what is it then British Gas?

ClaudineClare · 01/10/2022 21:33

They are shocking. I got through to their online chat and the advisor said they had sorted my issue and my account would show the adjustment I asked for within 48 hours.

Nothing happened. I think they lied to me just to get rid of me. Have now made a complaint.