Shell energy, British Gas, EDF and Scottish Power customers furious as they can not submit meter readings

Shell Energy, British Gas, EDP and Scottish Power have all found themselves under fire as customers struggle to submit meter readings on their websites, apps or via phone.

Finance guru Martin Lewis has issued urgent advice for customers to take meter readings today ahead of the huge hike in prices expected to arrive tomorrow. He says that this means households will be able to tell their energy provider exactly how much gas and electricity they used before the price soared.

Ofgem will be increasing its price cap on April 1 and for those on a default tariff paying by direct debit, the price cap will go up by almost £700. It is going to have a devastating impact on bills as the cost of living crises continues to spiral.

Read more: Huddersfield residents slam ‘ridiculous’ rising bills and say cost of living crisis is making life ‘very hard’

The finance guru has explained that by taking the meter reading on March 31, the day before the hike comes into play, your energy provider will know exactly how much gas and electricity you used before and since the price cap increase.

Yet for many Shell Energy customers, it’s currently proving very difficult to submit those readings. There have reports of the app not working and the app crashing with some customers claiming they are also struggling to get through via phone due to sheer demand.

Taking to social media, @didds62 furiously tweeted: “As advised by Martin Lewis trying to submit a meter reading TODAY. Shell energy app “having trouble establishing a connection”. how convenient for them.

@LindsayW__ reached out directly to the company, writing to them via Twitter: “@ShellEnergyHome Hi there, I was wondering when your website maintenance will be complete? I am looking to submit a meter reading today ahead of price increases tomorrow (I’m sure lots of your customers are also). Your app isn’t working either. Thanks for info. @MoneySavingExp.”

@ChrisHammy5 seemed to barely be able to contain his fury, commenting: “Dear @ShellEnergyHome Is there any reason, whatsoever, why your app won’t allow me to log in to submit meter readings today?! I can not believe a multi- billion ££ company is taking advantage of middle and low families income during this energy crisis.

@Yiddogray responded: “I’m guessing the UK is currently attempting to do a meter reading and the site is f***. Photos and email them is a good start.” @martin_j_evans was equally as frustrated, writing: “@ShellEnergyHome Not funny. Wanted to submit a meter reading and your website is down. What a surprise.”

The company has apologized to customers via their social media accounts and say they are working on fixing it. They have said that they are aware that the website and app has crashed due to the high volumes of people trying to submit readings and are advising customers to send them emails or direct messages with their account number and readings in the meantime.

Shortly after Shell customers’ difficulties began, other energy companies seemed to experience the same issues with customers becoming increasingly desperate.

@mikeystanners wrote: “Every man and his dog must be trying to log into energy sites today to submit meter readings…@BritishGas has website issues already!” @successfulsw added: “EDF energy’s website has failed over as everyone tries to enter their meter readings. Could they have not have predicted this? Duh.”

@CatrinTynbraich continued: @ScottishPower Hello Scottish Power. With the HUGE increase in electricity bills going on tomorrow, could you please make sure that your website is working so that we can put in our PROPER meter reading in? My bills are doubling I can’t afford to pay for your estimates. Thank you.

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George Holan

George Holan is chief editor at Plainsmen Post and has articles published in many notable publications in the last decade.

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