MARTIN Lewis’ MoneySavingExpert (MSE) team has issued an urgent warning to British Gas customers with smart meters.
The MSE team has said that some customers should make sure to take physical meter readings.
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It comes as many British Gas smart meter customers have complained that they still can’t track their energy usage on the supplier’s app.
The MSE team said: “Earlier this year, British Gas admitted to MSE that a technical glitch had left some smart meter users unable to see their usage but it denied this was related to a similar error MSE reported on in April last year.
“At the time, British Gas added that some of the issues may have been caused by the firm moving customers to a new system, and that it was working to fix the problems.”
It comes after The Sun reported in December that some customers were left furious over the new billing system.
In August 2021, Centrica announced that it would move more than seven million domestic and small business British Gas customers over to a new billing system.
The transition was initiated to allow customers to manage their accounts, view their energy consumption and look over their bills without needing to speak to an agent.
But it appeared that the roll-out of the new system hasn’t gone as smoothly as hoped and numerous customers claimed that energy bill credits had “disappeared” from their accounts.
But in recent weeks MSE has received numerous complaints from customers who claim that they are still unable to track their energy usage or check their consumption on the British Gas app.
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To avoid inaccurate bills and ensure that customers affected by the glitch aren’t being over or under-charged, MSE is recommending that they take regular physical meter readings.
The MSE team said: “When we last contacted British Gas, it told us that it is still receiving people’s energy usage and bills should not be affected.
“But if you’re worried, you can take a reading from your actual smart meter to ensure you know how much energy you should be paying for.
“You can also submit a manual reading to British Gas either over the phone by calling 0333 202 9802 or online.”
How do you take a meter reading?
In most cases, you’ll be able to call your supplier to give them the readings, and in others, you might be able to submit them online or on an app.
Electricity meters
If you have a digital electricity or gas meter, you see a row of six numbers on the display dashboard – five in black and one in red.
You will need to note down the five numbers in black and ignore the red number.
If you are on an Economy 7 or 10 tariff, which means you get cheaper electricity throughout the night, you may see two rows of numbers.
You should take both down.
Gas meters
If you have a digital metric meter showing five numbers then a decimal place.
You only need to write down the first five numbers from left to right.
If you have a digital imperial meter your meter will read four black numbers and two red numbers – note down the four black numbers only.
How can I complain to British Gas?
If you’re still unhappy about the issue or if you can’t take a reading from your smart meter due to a fault – it’s worth complaining to British Gas.
If you’ve got a complaint, don’t just bury your head in the sand, ensure it’s heard.
You should first complain to your energy provider.
Your supplier’s phone number and website will be on your energy bill.
Explain what the problem is and what you want your supplier to do about it – you can use template letters from Citizens Advice.
Energy suppliers have up to eight weeks to come to tell you their decision on the complaint.
If you can’t reach an agreement with your supplier after eight weeks, you can ask for a “deadlock letter”, which enables you to take your case to the free Energy Ombudsman.
The Energy Ombudsman will then decide which party it agrees with and how to resolve the issue.
