British Gas

[Trisonics63]

Just thought I'd report back on the conversation I've had with British Gas today. While I can't fault the lady I've dealt with, the policy they have just beggers belief.

I went onto my online account to look at switching tariffs from my current to one tailored to an EV. On the Switch Tariffs page it does post a disclaimer that EV Tariffs would only appear if you have a smart meter (something I've had for maybe 7 or 8 years possibly). For me, they didn't appear which prompted my contact with them.

From the conversation, my smart meter hasn't been communicating with BG since 2020 (which I already knew as they've been contacting me for readings on a regular basis). So I am precluded from being able to switch to an EV Tariff because the meter they've installed does not function correctly and they will not replace the meter even in this situation as it's a prerequisite to the tariff I want to switch to. As we've had an unsmart smart meter for 4 years now, who knows how long it will be before they get round to any kind of replacement programme.

And to add insult to injury, if I now decide to leave British Gas I will need to pay a get out fee from the tariff I'm on.

 

[Alb]

Did they conclusively establish why the meter was not communicating?

 

[Trisonics63]

Did they conclusively establish why the meter was not communicating?

No, they've done nothing. They are prevented from booking any kind of engineer to look at the problem when their system recognises that a smart meter is already present.

 

[Grriff]

I'm afraid my experience with BG over a transfer meter reading is that they are worse than useless. I'd take the hit and move to another supplier.

 

[Alb]

I'm assuming you have a SMETS1 meter? What make and model is it?

 

[gazza487]

Keep on and on and on at them. I had a landis gyr e470 (smets1 with the trilliant coms hub) that fully functioned as a prepay meter for years and still functioned.

Moving to DD and ev tariff was a nightmare. The meter was remotely set to credit but it would not record on 2 registers. After hours and hours of head banging, online chats and various phone calls I finally got someone to admit it didn’t work. 2 smart meter swaps later I had a new e470 (landis gyr are horrible with naming completely different models the same thing). It all works now.

Keep on - I know it’s a nightmare but the results are worth it. Others will say switch supplier but BG are the cheapest for me without a supported charger for octopus intelligent and both rates are cheaper on BG than plus getting 5 hours off peak. I understand your pain!

 

[gazza487]

Have you managed to get anywhere - I imagine you may still be on hold if you have tried though haha

 

[Trisonics63]

I've just had a call back from the lady I spoke to last week. Out of the blue she's come back and said that it's got some traction internally and she's now been able to book an appointment to have the meters replaced.

 

[BJH]

Just thought I'd report back on the conversation I've had with British Gas today. While I can't fault the lady I've dealt with, the policy they have just beggers belief.

I went onto my online account to look at switching tariffs from my current to one tailored to an EV. On the Switch Tariffs page it does post a disclaimer that EV Tariffs would only appear if you have a smart meter (something I've had for maybe 7 or 8 years possibly). For me, they didn't appear which prompted my contact with them.

From the conversation, my smart meter hasn't been communicating with BG since 2020 (which I already knew as they've been contacting me for readings on a regular basis). So I am precluded from being able to switch to an EV Tariff because the meter they've installed does not function correctly and they will not replace the meter even in this situation as it's a prerequisite to the tariff I want to switch to. As we've had an unsmart smart meter for 4 years now, who knows how long it will be before they get round to any kind of replacement programme.

And to add insult to injury, if I now decide to leave British Gas I will need to pay a get out fee from the tariff I'm on.

I've got a first generation smart meter, so I was concerned I might have the same problem switching to my supplier's EV Tariff (EDF). It turned out to be ok and they even managed a split tariff giving me a competitive fix on the gas part as well.

 

[gazza487]

Excellent news.

I’m sure it’ll be fine BUT if they don’t show for an appointment you are entitled to automatic compensation but you have to log it (£30 I think). They couldn’t get my new smets2 firing so it was left dumb with another appointment to fix it at a later date, they missed that appointment so I got the compo. Meter was eventually swapped again and all worked. Keep an eye on the meters, billing and the time/tariff swapping - like a hawk!

Serious effort but worth it in the end and prepare your house to gobble as much leccy as you can at night!

 

[gazza487]

I've got a first generation smart meter, so I was concerned I might have the same problem switching to my supplier's EV Tariff (EDF). It turned out to be ok and they even managed a split tariff giving me a competitive fix on the gas part as well.

It’s all a bit messy. Some smets1 meters were “upgraded” to communicate with the DCC so they act very similarly to smets2. Some meters that were fully in smets1 could be swapped suppliers if they were exactly the same as new supplier fitted. Others remained firmly stuck on the smets1 and useless with all but the original supplier.

My blooming landis gyr with a trilliant coms hub was firmly stuck to BG and wouldn’t work with their EV tariff.

 

[andyMG4]

Try the Hugo, Loop or similar apps which tap into the Smart meter readings seemingly independent of your "electricity supplier" - but maybe only with more modern smart meters?

The (free) Hugo app is the one I tend to use - eOn Next rarely record our Smart Meter readings, claim they are having difficulty, yet Hugo etc get accurate readings every half hour. The other half of eOn Next manage to bill us correctly, so what one person says might not quite be the full picture

 

[Fintious maximus]

I had the same problem with British Gas - been trying to get them to sort the meters out for years and a couple of weeks ago after being told I could only switch to an EV tarrif once the meters were fixed (and they then said they had no idea when it would be). I contacted the energy ombudsman who took the case on the same day. British Gas made a settlement offer a few days later and agreed to put £150 credit into my account and get the meters sorted. A couple of days later they made an appointment for an engineer to call and fix/replace the meters. Not been yet but finally some progress, thanks to the ombudsman!

 

[gazza487]

I had the same problem with British Gas - been trying to get them to sort the meters out for years and a couple of weeks ago after being told I could only switch to an EV tarrif once the meters were fixed (and they then said they had no idea when it would be). I contacted the energy ombudsman who took the case on the same day. British Gas made a settlement offer a few days later and agreed to put £150 credit into my account and get the meters sorted. A couple of days later they made an appointment for an engineer to call and fix/replace the meters. Not been yet but finally some progress, thanks to the ombudsman!

I kept on and on and on at them. It infuriated me that I had their working smart meters but nobody joined the dots that it wasn’t working on 2 rates (smets1 landis gyr). They were telling me it was - one muppet in South Africa was even trying to convince me oh no you won’t be charged for the second rate as it’s not recording it. Yes you moron but I will be charged for a lot of high rate units. Infuriating.

Eventually by some miracle I got to someone who was like yep the meter isn’t sending two rates so a swap was initiated. After 3 goes that all works nicely. The problem is if you believe what the muppets say and/ or don’t watch them like a hawk - you could end up in a right mess. So even after it’s done - watch everything. The meter time switching, the two rate readings on the meter (ensure they increase correctly), the bottom of the account sign on WEB page has a latest reading (ensure those are increasing as you’d roughly expect) and that the right tariff is on your account!

One last bit - their estimated DD amounts are somewhat wild and they will change them (generally down in my case) after a bill. I’ve gained loads of credit because it’s new for me on ev tariff shifting all house load etc. and to complicate it more just had solar in so reducing it sensibly not to the £22/month their system worked out!

 

[johnb80]

Just thought I'd report back on the conversation I've had with British Gas today. While I can't fault the lady I've dealt with, the policy they have just beggers belief.

I went onto my online account to look at switching tariffs from my current to one tailored to an EV. On the Switch Tariffs page it does post a disclaimer that EV Tariffs would only appear if you have a smart meter (something I've had for maybe 7 or 8 years possibly). For me, they didn't appear which prompted my contact with them.

From the conversation, my smart meter hasn't been communicating with BG since 2020 (which I already knew as they've been contacting me for readings on a regular basis). So I am precluded from being able to switch to an EV Tariff because the meter they've installed does not function correctly and they will not replace the meter even in this situation as it's a prerequisite to the tariff I want to switch to. As we've had an unsmart smart meter for 4 years now, who knows how long it will be before they get round to any kind of replacement programme.

And to add insult to injury, if I now decide to leave British Gas I will need to pay a get out fee from the tariff I'm on.

1) contact the ombudsman and complain
2) Leave British Gas - refuse the exit fee due to their incompetence
3) Join Octopus.

 

[Trisonics63]

Well, the British Gas guy has just left, can't fault him he was here bang on what he said he would and only took just over an hour. New energy monitor and new meters for Gas & Electric. Just need to wait now, the lady I spoke to said to check the Tariffs page in about 2 weeks once the meters are changed and should then see the EV Tariff.

 

[gazza487]

Well, the British Gas guy has just left, can't fault him he was here bang on what he said he would and only took just over an hour. New energy monitor and new meters for Gas & Electric. Just need to wait now, the lady I spoke to said to check the Tariffs page in about 2 weeks once the meters are changed and should then see the EV Tariff.

Excellent. I’m on the old billing system and it changes on the accounts page and app in 24 hours after requesting (despite the meters not working) so may be worth a check.

Once the meter was installed and commissioned it had the correct tariff info on from the get go (look on the IHD) and also at midnight the current rate would change to the lower one. If you can decipher how to on the meter itself you can find the reading of the 2 registers rate 1 and rate 2. Errrrr what else.

Oh yes pretty much instantly I could sign up for loop and it pulled the usage graphs (because they don’t work on the BG app atall). Just a note too when the clocks change, the hours stayed the same 12-5 (but this doesn’t happen with ALL smart meters apparently, some none BG ones will undergo a shift). Loop doesn’t handle the change or tariff correctly - Hugo does.

Keep an eye on them and happy hunting.

 

[Trisonics63]

Its been about 3 weeks, but finally now the BG website is showing me the EV tariff, so now all switched over. Direct Debit reduced by £40 a month. Now to get a charger fitted.

 

[johnb80]

Its been about 3 weeks, but finally now the BG website is showing me the EV tariff, so now all switched over. Direct Debit reduced by £40 a month.

Result!

Now to get a charger fitted.

DONT go with a Hive unit & BG, it will end in tears.

 

[Trisonics63]

Result!


DONT go with a Hive unit & BG, it will end in tears.

Thanks John, yes I've read posts about them....that was my initial go to...but since reading on here definitely not. Thinking Hypervolt or Pod Point.