MSE News

Many British Gas smart meter customers STILL can't track their energy usage - so make sure you take regular meter readings

Many British Gas smart meter customers say they are still unable to track their energy usage, with some complaining they've been unable to check consumption regularly on the firm's app, website and in-house display for over a year. So if you're looking to monitor and cut your usage, you'll need to do this manually by taking meter readings yourself. (MSE) has spotted ongoing complaints across social media, the MSE Forum and in our reader inbox from British Gas customers who say they have been struggling, some for over a year, to track their energy usage on the firm's app, website and in-home displays. 

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.

We've asked British Gas if these problems are now resolved and we will update this story when we hear back. However, fresh complaints are still being posted on social media. 

The ongoing issues come amid high energy costs, with the need to track usage more important. If you're concerned about the rising cost of your energy bill, see our guide on what to do if you're struggling

Want to keep on top of your usage? You'll need to take meter readings manually

If you're unable to track your usage on the British Gas app and website, you can still track your usage by taking readings from your physical meter directly. Similarly, if you're concerned that the issues mean your usage isn't being recorded accurately, you can also contact British Gas directly to provide it with your meter readings.

When we last contacted British Gas, it told us it was still receiving people's energy usage and bills should not be affected. We've asked if this is still the situation now, and we will update this story when we know more.

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).

When everything's working as it should, smart meters have a number of useful functions including automatic meter readings, no estimated bills (as your usage is sent directly to your supplier) and an in-house display which allows you to track your usage. You can find lots of useful information on how to get a smart meter and whether it's worth it in our smart meter guide

'When are you going to fix your app so it shows usage? It's been months now'

MSE has seen hundreds of complaints on social media and into our reader mailbag over the past year about the problem. Here's a small selection:

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