British Gas has admitted millions of its users have been unable to use their app or website to check their gas and electricity consumption since February 16 following a major glitch
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Martin Lewis’ MoneySavingExpert website has urged British Gas customers to take meter readings after a technical error.
The energy giant has admitted to MSE that millions of its users have been unable to use its app or website to check their gas and electricity consumption since February 16.
It comes at a time when Ofgem’s energy price cap has just risen by almost £700 – meaning households have been unable to check their consumption online during the price hike.
Thousands of customers from now-defunct energy companies have also switched to British Gas in recent months.
Frustrated households have complained to British Gas online, with one person tweeting: “When will your app start contacting us as it has been unavailable for weeks?”
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Another person said: “I wonder when I might be able to see the daily data from my smart meter. Two months now since I last saw my consumption on the website or app. I’ve been told you just can’t view it? !”
A third tweeted: “Your smart meter system is just not fit for purpose. Your app/website has not shown any data from the counter for almost two months.
Are you affected by this glitch at British Gas? Let us know: firstname.lastname@example.org
“How can anyone realistically trust this service?”
And a fourth commented: “When will you correct the smart meter readings in your app? No data since mid-February.”
British Gas said the technical error only affects smart meter customers, but added that their bills should not be affected.
The energy giant also said customers should still be able to check their energy consumption via the in-house display monitor on their smart meter.
In an article published online, the MSE team said customers “concerned” about the glitch should read their smart meter “to make sure you know how much energy you should be paying for”.
You can also give British Gas a manual reading by telephone on 0333 202 9802.
A spokesman for British Gas said: “We are working to resolve this issue and we know that keeping an eye on energy consumption is very important for our customers at this time.
“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.”
https://www.mirror.co.uk/money/martin-lewis-mse-urges-british-26772851 Martin Lewis' MSE urges UK gas consumers to read their energy meters after a major breakdown