British Gas app

[notappening]

Is it just mine, or is anyone else's app rubbish?

I've no gas usage data since I moved house and got this app 8 months ago. I'm sure it used to show usage, but not anymore. My electricity usage randomly updates (nothing for the past week). And it shows me my usage was the exact same for the week I was away on holiday, as the rest of the month.

Is there any point phoning them, or is this an issue for everyone who has the app?

Thanks

I have no electric usage on the app or website, it says no data from my meter, I have gas usage on both, with mine the app is no more useless than the website so I don't think it is an app problem just a general BG problem.

It's crap just like their horrendous customer service

I assume you have a smart meter? Try Loop Energy. Must better and matches my smart meter display unit.

I have the BG one but just use it to see my bills/alter direct debit.

It's horrendous, my old Smart meter started working about a month ago and I have no idea if I am still on economy 7, as I can't see any information at all, I am just leaving it and will see what my bill says, when I eventually get it, I would be happier not to be on economy 7 but at the moment using it as though I am as it looks like even if you ring them you don't get a reliable answer

British Gas are awful, I have had so many problems with them

I've just checked my account in the app tonight and it's telling me my credit balance has increased although my DD isn't due out until next week, but still hasn't updated my usage.

I have smart meters, but not the little unit thing that I had in my old last place.

According to my readings, I've only used 40kwh electricity in the last 9 days, and 10kwh gas.

Can that be right?? I have barely had my heating on, so hope so!

Am I being really thick? The maths on the gas readings isn't the same as on the electricity?

Gas is working out depending on whether your meter reads cubic feet or cubic metres, if yours is a new meter it will be cubic meters, then it is a calculated from that to get kWh,

Thanks @RedRiverShore2

So consumption for electricity can we worked out just by normal subtraction of one reading from the other, but gas can't?

@notappening Yes its a calculation not just a subtraction for gas, Here is a calculator thing and the way it is calculated is further down

www.theenergyshop.com/guides/how-to-convert-gas-units-to-kwh

My app doesn't work
My electricity smart meter has lost connection so BG are supposed to be connecting it remotely...10 days and waiting
I've set my gas meter to send readings every 30 minutes...it doesn't, I have to read it manually
I can't speak to anyone on the phone as wait time is approx 1.5 hours and I need to work
Chat on the website doesn't work

Apart from that I'm very happy...

I was moved to BG last October when my supplier went bust. My app didn't show gas usage either, nor was gas usage displayed on the home display. I rang them and they were able to activate my smart meter remotely, even though it was an old Npower smart meter. Since then I've found the app really accurate and useful.

BG are awful, I wasn't able to submit meter readings from April at all till the option for sending a reading on 30th September was available, not available via my account and still no updates. It is dreadful. Luckily I have set up my own spreadsheet to monitor my monthly usage otherwise I'd have merrily been using way more electricity than I could afford as its said I was on track this whole time!

I just wanted to urge you to try and sort this. We are on the electric car tariff, which is similar, and all our usage was being billed at peak rate (meter fault).

BG's dreadful customer service has meant I've ended up at the ombudsman, and BG have challenged their ruling because they basically can't be arsed to properly work out what they owe us. It's horrendous.

Oh, and app and website show gas but not electricity for me. I've given up and just take regular readings for my records.

My app works really well. It takes a few days to update but I get a little graph with how much gas and electricity I have used. (not to say I haven't had horrific problems with BG this year, but I like the app)

Thank you. I'll try contacting them then. Although looks like that's hit or miss too!

None of it works, or works only intermittently, with any of the companies and no one is taking new customers, so you can’t switch. The technology should be able to support it, or why bother, but like everything else, it’s a shit show.

Relativepitch the only way I got any response (although took a while) was direct messaging on their Facebook page and Twitter...might be worth a try

@notappening yes you do just have to accept there will be a bit of a wait, but it's amazing what they can sort from their end. My mum is with EON and her home display was on really old tariffs and therefore of no use, they were also able to update her meter/home display from their end. Good luck. Because when the BG app works, it is actually very good.

I take it all back. British Gas rubbish. They moved me over to another platform last week and I can no longer track my usage and won't be able to for the foreseeable. It's something they're working on apparently.

Hi, I know this is an older message but I am having the exact same problem with the electric driver tariff, have gone via the ombudsman and still getting nowhere really. BG are using a generic daily deduction based on the 'average EV user' who apparently uses 30% of their electricity in the off-peak period (my loop energy app data shows I use 70%). They say I owe them £1360, I calculated I owe them around £100.

Did you get any success?

Yes, ombudsman ruled BG should have taken into account MY previous usage rather than generic. They still couldn’t be arsed to do the numbers properly so I think ended up using MY calculations from the original complaint, they had to pay me back over £500, with a ‘sorry’ payment of £100 and a ‘engineer never turned up’ payment of £60.

You have to wait out the ombudsman timescales, which are long. BG will always respond or take whatever action at the last possible minute.

I’m with Octopus now. Seem good so far.