New British Gas app

[Kitchenhope]

After a Summer of the old app not working, missing out on Peak Save events because they couldn't take readings, and then I thought it was finally fixed.......they've now released a new app which doesn't even show your usage!! I used the app a lot last winter to keep an eye on things. Anyone else?

I thought the problem with the app was me but obviously not. You’re right, you can’t see any bills, payments or credits. I was told weeks ago they were bringing out this amazing all singing, dancing app that will show your daily usage (it doesn’t) and anything else you want to know. (It shows nothing). My smart meter stopped working in November and I called them to ask for a new one but they don’t replace them. One advisor told e to get one from Amazon and the next advisor told me not to as the new app would show me my daily usage. It’s so frustrating, I nearly threw my iPad across the room. British Gas app is rubbish.

Is everyone else having problems. My list bill 1 Nov. Dreading the latest winter bill.

seriously how can they not provide bills or the ability to check your usage 🤯

Agreed! The new app is as good as a chocolate tea pot. They would have been better of ditching the app altogether and directing us to the website.

My smart meter screen gave up last year too and I could see from the website that the actual smart meter had also given up sending information on gas usage. That lead to a very heated discussion on the phone with one poor operative.

I did apologise as I realise it’s not their fault, but omg it made my blood boil! I feel for our older generation who frankly must be quite bamboozled by all these things sometimes.

We were moved from the old app where I was able to track usage on a daily/monthly/yearly basis so I could see what we were spending. Then I get an email to say I've been chosen to move to the new system and now on the new app I see nothing! its awful
as i have no idea how much we are spending in the most expensive period! how are they allowed to do this?

Had the misfortune of spending over 2 hours on the live chat today. What's most frustrating is that they take several minutes to reply each time, but disconnect you if you don't reply immediately. The bottom line is they say they are only contracted to provide gas/electric, so they take no responsibility at all if anything else like the app/online account/your meter aren't working.
It's a scandal that they're allowed to do this over the coldest/darkest ie most energy-draining months of the year when prices have gone up and people are desperate to keep an eye on their costs.
I checked online and have only had one month out of the last 6 when usage was showing every day. Every other month has weeks when there's gaps.

I don’t have a smart meter, and now have no way (other than keeping track of meter readings, and attempting the calculations/conversions myself) of monitoring my energy use.

last year I read my meter in the last day of each month, and could see my usage tracking throughout the year. Then I got switched over to the new app/billing system at the end of October, and now have no way to see my energy usage, despite submitting my meter readings as usual

it is beyond frustrating.

British Gas moved me to the new app too and promptly overcharged me for over 1,000 kwhr of electricity from a meter reading which bore absolutely no relation to what my smart meter said. It was so ridiculous that subsequent meter readings were 1,000 units lower.

I eventually got the bill sorted but the app still showed I was in debit rather than credit. That little dispute is still ongoing....

If your smart monitor is broken, try using the Loop app or one of the others suggested by money saving expert. You key in your code from the meter and it reads it for you. You can even opt into some of the peak save offers.

British Gas are useless though.

I read today that BG use Fujitsu to provide their operating system. I’m not sure how you verify this?

But given the Post Office scandal and its similar operational failures this could explain a lot.

just how in this day and age are we expected to put up with such abhorrent service from such a big institution posting millions in profits (if you can call it service).

Well this is weird. My app has suddenly updated with all the missing usage!

@Alasitsme are you on the new BG energy app or the old one?

New one!

I just use the chat function with them.
They finally billed me (with actual meter readings), cheaper than I was worrying about.
They say my usage is up to date on their side, but I am missing lots of gas usage on the tracker online. Like nothing for January.

They billed me when requested too, which at least gave me an idea of how much of the credit I'd built over over summer we'd used so far. However, do check the bill they sent you to see whether they used actual or estimated readings. If your meter hasn't been feeding info through, it might have been only estimated. There was about a £30 difference to ours after we sent the actual latest meter reading (from the garage, not the app!)

I gave them the actual meter (smartmeter) readings, so it should be ok.
My home smartmeter seems to get readings immediately and calculates costs and bills fine. Is my online account that does not show them.....

Though, they had overcharged us £166 in summer, in a single bill. No idea how they managed that. They returned it though.

I will check both actual meters, just in case.

Argh. Usage hasn't been showing since 16th online or on the app. I don't think I can bear to complain again. Anyone else?

What fresh hell is this? Anyone else's British Gas app showing massively inflated costs??!!