10 April 2023 , 08:56
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Martin Lewis’ MoneySavingExpert website has warned “many” British Gas smart meter customers are still unable to track their energy usage.
Some people have been having issues for over a year, says MoneySavingExpert, with the problem affecting the British Gas website, app and smart meter displays.
The MoneySavingExpert team has said customers should make sure to take physical meter readings so they are billed accurately.
It isn’t clear exactly how many people are being affected. The Mirror has contacted British Gas for comment.
MSE 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.
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"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."
The Mirror has spotted recent complaints from frustrated British Gas customers on social media.
One person said: “When will I be able to view my daily usage on the new app? So much for progress with a new app that can’t even match the capabilities of the old one.”
Another tweeted: “Any idea when you are going to fix the app.. Or the website... So we can see our usage data so we can see where and when we can cut back.. You know.. Because of the whole energy crisis thing…”
A third said: “When are you going to fix your app so that it shows gas usage? It's been months now & no end in sight!”
Another commented: "My meter hasn't reported electric usage since Jan 22. Gas ok. British Gas say it's a firmware issue and they're updating but no idea when mine will happen. Absolute joke."
The apparent issues by British Gas comes as energy costs remain high, with the Energy Price Guarantee currently set at £2,500 a year.
Households have also just lost the £400 energy rebate scheme, which was split over six months into payments of £66 and £67 and came to an end in March.