CUSTOMERS are still struggling to access some energy supplier websites due to a surge in demand.
British Gas, Shell and EDF have all told consumers that they could be unable to log on to their online accounts this morning.
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It comes after major energy firm websites including British Gas, Eon, EDF and Scottish Power crashed yesterday as customers attempted to log on and submit meter readings.
Many were also experiencing busy phone lines, with consumers unable to get through.
Customers had been to submit their meter readings yesterday ahead of today’s energy price cap rise.
The increase will add £693 on to the average household bill.
British Gas said there are still website issues and long call wait times this morning.
In a statement on its website the supplier said it will “get things back up and running as soon as possible”.
In the meantime, you can submit a reading through its online form.
If you’re unable to submit one today, you can send readings for March 31 over the next few days.
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EDF said it is “experiencing technical issues with our website and app when customers are trying to submit meter readings”.
You should be able to submit your reading through EDF’s online form, even if you’re unable to log on.
Customers who have a smart meter or are on a fixed tariff, don’t need to take action at the moment.
Shell Energy also confirmed it is still facing technical problems this morning.
“We’re experiencing technical issues with My Account due to high volumes of customers logging in yesterday,” it said on Twitter.
“We’re currently experiencing a really high volume of messages at the moment.”
The supplier will allow you to submit a meter reading via its online form today.
What should I do if I can’t submit my meter reading?
Customers were urged to submit meter readings to prove how much energy they’d used up to March 31.
This is to prevent households being charged at the higher rate for energy that was actually used before the hike.
But the scramble to submit readings before today’s price rises means many websites crashed.
If you still can’t submit your meter reading due to technical issues, don’t panic.
You should take a time-stamped photo of your meter as evidence of how much energy you’ve used.
Many websites have set up online form systems for you to submit your reading, which will work even if you can’t log on.
Most suppliers will accept readings for a few more days, so don’t worry if you can’t do it right now.
If you’re on a fixed deal or are on a smart meter, you shouldn’t need to send a reading.
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