A technical ‘glitch’ has meant that millions of smart-meter credit customers have not been able to access their smart meter readings for over 2 months now.
During this period, bills have skyrocketed, with Ofgem’s price cap climbing to £1,971 at the start of April, which is an over 50% rise in bills.
According to the Big Six supplier, there is a known issue with the app that is affecting smart meter credit clients. The My Energy portion of the app, where clients may view a history of their usage, is now unavailable, with clients unable to see their most recent data.
Customers may view their most recent readings on the smart meter as well as on their invoices, according to the provider.
Outrage on Social Media
Customers of the supplier have of course been less than pleased with this error, with a multitude of people expressing their disappointment with the company.
One customer shared a screenshot of a message on the app saying ‘We’re really sorry if you can’t access your up to date energy usage – there are some technical issues displaying usage from March 2022 onwards.’
The customer has then captioned the picture: “Hey @britishgas why does you app just constantly say this? How long does it take you to fix it?”
Another disgruntled consumer tweeted: “Hi @BritishGas, It’s now been 60 days since I could view my up to date usage in your app or online. How much longer do your customers have to wait for a fix?”
What should customers do?
Money saving experts Martin Lewis has weighed in on this subject, advising customers of the firm to take a meter reading as soon as possible to ensure they are not being overcharged, due to so many people feeling in the dark about how much they may be being charged.
British Gas have reiterated that this glitch will have no impact on bills and that customers are being billed as normal, but of course being unable to access readings as you please and instantly is a worry for many.
What has British Gas said?
Speaking to moneysavingexpert.com, a British Gas spokesperson said: “We’re working to sort this issue and we know that keeping track of energy usage is really important to our customers right now.
“They can still log into the app as normal but the glitch is preventing them from seeing their most up to date usage information. We hope to have this fixed soon. This doesn’t affect bills in any way or how consumption is being recorded.”