A “bug” meant millions of people couldn’t check their usage on the platforms during a cost of living surge after thousands of customers were moved to British Gas after smaller energy companies went on the bus
British Gas has admitted its smart meter customers have not been able to track their usage through the app and website for more than two months.
A “bug” meant millions of people couldn’t verify their usage on the platforms amid a rise in the cost of living.
The energy giant said a technical glitch has left smart meter users in the dark since February 16.
British Gas said a large number of customers have been in touch but they are still receiving correct meter readings and bills should not be affected.
It comes as thousands of customers have been transferred to British Gas from smaller energy companies that have gone bust.
A spokesman for British Gas said money saving expert : “We are working to solve this problem and we know that it is very important for our customers to keep an eye on energy consumption at the moment.
Are you affected by the technical fault? Email firstname.lastname@example.org
“They can still sign in to the app as usual, but the error prevents them from seeing their most recent usage information. We hope this will be fixed soon.
“This will not affect bills or metering in any way.”
Frustrated customers have spoken to The Mirror about their UK gas meters not working, giving high readings, having to turn off the heating in cold temperatures and not being able to fix their problems quickly.
Jamie Watkinson-Harvey described British Gas’ smart meters as “just not fit for purpose” and claimed one meter showed it was using £2,400 a day.
“Ours has never worked since we moved into our new home in September 2021,” he told Der Spiegel.
“Their actual meters were faulty and my husband and I succeeded in an Ombudsman complaint about service outages during the meter issue.
“One thing BG didn’t get right, however, is the internal smart meter, which remains unfixed. We have had our 7th smart meter since September. That’s a low, conservative estimate.
“One model said I was using £2,400 a day on electricity. The app now only has stream data for February 13th and 14th and I really don’t know how they plan to correct that.
“Due to a faulty meter, we haven’t been able to change any of our energy habits since moving into our new property.”
He shared a photo from a day he said the meter read 425 pounds.
Another customer, who wished to remain anonymous, told The Mirror: “Both my gas and electricity are supplied by British Gas. My smart meter stopped working on March 26th.”
https://www.mirror.co.uk/money/british-gas-admits-smart-meter-26768914 British Gas admits smart meter customers have been unable to track usage since February