MSE News
British Gas admits its smart meter customers have been unable to track their energy usage via the app or website for more than two months
British Gas has admitted that millions of smart meter customers have been unable to use the energy giant's app or website to check their gas and electricity usage since February due to a "glitch". The failure has meant people have been unable to track how much they are spending at a time when energy bills have spiked.
The failure comes as thousands of people have been migrated across to British Gas from energy companies that recently went bust, and as more and more people look to keep a closer eye on their energy usage as costs spiral after the new price cap took force on 1 April 2022. If you're experiencing similar issues, let us know at news@moneysavingexpert.com.
If you're worried about the rising cost of your energy bill, see our guide on what to do if you're struggling.
'With the rising cost of energy bills, this is poor'
Make sure you take regular meter readings
British Gas told us that the issue only impacts smart meter customers, and although the app and website is not allowing people to check their usage, customers should also have an in-house display monitor that does. The company added that it is still receiving people's energy usage and bills should not be affected.
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 (you'll just need your name and account number and won't have to log into your account if you aren't able to).
What does British Gas say?
MSE weekly email
FREE weekly MoneySaving email
For all the latest deals, guides and loopholes simply sign up today – it's spam-free!
Related Articles
-
E.on Next's Pledge tariff costs £50 less than the Energy Price Cap – should you switch?
21 September 2023![]( "333005096")
E.on Next has launched an energy deal for existing customers that costs around £50 a year (around 3%) less than the Price Cap for typical users, making it one of the cheapest deals available. -
Forced prepayment meter fittings to be banned for over-75s and those with young children – here's what's changing
13 September 2023![]()
If you are over the age of 75 or have a child under two, energy suppliers will soon be permanently banned from forcibly installing a prepayment meter in your home. -
New supplier Fuse Energy launches electricity deal that undercuts the Price Cap – so should you switch?
12 September 2023![]()
Brand new app-only supplier Fuse Energy – the first new supplier to enter the market since the start of the energy crisis – has launched an electricity-only tariff that undercuts the Price Cap. -
Octopus Energy to buy Shell Energy UK – here's what you need to know
8 September 2023![]()
Octopus Energy has agreed a deal to buy Shell Energy which, if approved, will see Shell’s 1.4 million energy customers and 500,000 broadband customers moved to Octopus.
26 September 2023
-
Martin: It's Meter Reading Week
His 9 energy need-to-knows
-
Martin's savers alert
After base rate freeze
-
Grab 1.5yrs' FREE family insurance
Travel, mobile & breakdown
-
FREE Greggs pizza slice & hot drink
Normally up to £4
-
14,000 Vax codes
Incl £400 cordless for £100
-
Mortgage rates are falling
Is now the time to fix?
-
Now FOUR banks pay you to switch
Up to a FREE £210
-
Read the full email
For all the latest deals, guides and loopholes simply sign up today – it's spam-free!
-
E.on Next to cut winter bills by up to 50% for some customers on low incomes – here's what's happening
29 September 2023![]()
If you're an E.on Next customer, look out for a message from the firm offering you up to 50% off your bills this winter, as the supplier is launching a new support scheme. -
EDF Energy to cut bills for some by £30 this winter – Martin Lewis welcomes move but says 'it's not a game-changer'
29 September 2023![]()
EDF Energy will cut bills by £30 for some 260,000 of its customers who get the Government's Warm Home Discount this winter. -
Martin and MSE among organisations calling for energy social tariff as millions expected to struggle with bills this winter
29 September 2023![]()
The Government must urgently introduce an energy social tariff to prevent millions of households from falling into fuel poverty this winter, consumer organisations including MoneySavingExpert have said. -
Train strike refund rights as Northern, Southeastern, Thameslink and more set for week of disruption
28 September 2023![]()
Rail users in England, Scotland and Wales face disruption over the coming week as workers across multiple train operators, including Northern, Southeastern, Thameslink and more, take strike action and refuse to work overtime. -
Mortgage rates fall as Bank of England unexpectedly holds UK rates – so should you fix?
26 September 2023![]()
Interest rates on fixed mortgage deals have been edging down over the past few weeks with some five and 10-year fixes now at below 5%.
-
Martin Lewis: Is it time to ban unnecessary Christmas presents?
11 September 2023![]()
Update September 2017: It’s eight years since I first braved this subject, expecting a snowstorm of protest. Instead, year after year more join in, like Julia who recently tweeted me, “@MartinSLewis, finally took your advice and told my family I can’t afford Christmas presents. What a weight off my mind. Thank you.” One year even the Archbishop of... -
Martin Lewis: Five things all new English university starters should know
4 September 2023![]()
The 2023 academic year is about to start, and it'll see the biggest shake-up to student finance in England for a decade. The changes are both subtle and massive. On the surface they look like a tweak, in practice they will increase the eventual cost of going to university by over 50% for many typical graduates.
Clever ways to calculate your finances
