Frustrated customers have been speaking to The Mirror about their British Gas meters not working, showing larger than usual readings, having to keep the heating off amid cold temperatures
Image: Jamie Watkinson-Harvey)
British Gas customers say they worry about keeping their children warm with “faulty” smart meters that appear to show extortionate daily readings.
Complaints have been flooding the energy provider’s online forums with unsubstantiated claims of overcharging and the app not working correctly since February, at a time where families are already anxious about the cost of living crisis.
Frustrated customers have been speaking to The Mirror about their British Gas meters not working, showing large readings, having to keep the heating off amid cold temperatures and being unable to get their issues fixed quickly.
Jamie Watkinson-Harvey described British Gas smart meters as “simply not fit for purpose” and claimed one meter showed he was using £2,400 per day.
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“Ours has never worked since we moved into our new home in September 2021,” he told The Mirror.
“Their actual meters have been faulty and my husband and I were successful in an ombudsman complaint for service failures during the meter issue.
“However, one thing BG have not got right is the internal smart meter that remains unfixed. Since September we are on our 7th smart meter. That is a low conservative guess.
“The smart meter fails to demonstrate correct usage.
“One model said I was using £2,400 per day in electric. The app only has electric data for February 13 and 14 now and I genuinely do not know how they intend to rectify.
“As a result of a faulty meter we have been unable to adjust any of our energy habits since moving into our new property.”
He shared a photo of a day he said the meter showed £425.
Another customer, who wished to stay anonymous, told The Mirror: “Both my gas and electric are supplied by British Gas. My smart meter stopped working as of the March 26.
“Unfortunately no engineer available until July 14.
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“Not a happy customer, the worst is trying to speak to anyone.”
He added: “The smart meter is showing all zeros and not actually recording any details whatsoever, a spokesman from British Gas acknowledged they are not receiving any information either.
“I am aged 67 and am down as urgent on receiving help under British Gas terms and conditions.
“I find 15 weeks too long to resolve the situation.”
Charlotte, who described herself as a “disgruntled” customer, told us: “I too have experienced this issue since February.
“I have tried to speak to BG with no success, finally resulting to an online chat that was a waste of time.
“Like your other readers suggest something fishy is going on and as a customer that used the BG app daily to check consumption I am concerned that my current direct payment will be incorrect.
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“Like other households I am trying to limit my usage but without the daily meter reading there is no way of gatekeeping is, suggesting that BG are doing this to benefit themselves rather than be open and transparent.
“I hope my individual story will help with highlighting the underhand actions of one of our fuel giants and the way that they are treating their loyal customers at a time of increased anxiety.”
A mum said: “Our smart meter now by 9am reads over £2.00 and we haven’t even used any electric or gas yet today- well be it minimal as we have actually got up.
“By the end of today it will show nearly £8.00 – this is minimal use and no use of a washing machine or tumble drier.
“It’s shocking I have no idea how we will afford to keep our children warm by this winter at the price we seem to be being charged.”
Another claims she was told her smart meter is faulty and they need an engineer but said there are no appointments available.
The Mirror has contacted British Gas for comment.
George Holan is chief editor at Plainsmen Post and has articles published in many notable publications in the last decade.