British Gas issues update amid customer complaints over smart meters

British Gas customers have complained about ‘faulty’ smart meters which show larger than normal readings – or no reading at all. Those who use smart meters all felt it would help cut costs and control them, as it helps monitor their bills, but it seems that is not the case for some.

British Gas users have complained of “something fishy” with the energy and home services provider. There have been allegations of overloading and the app hasn’t been working properly since February.

Last week, customers took to online forums to complain about the problem. Many reported issues with their smart meters and hoped to find answers.

Read more: Lack of sleep after birth triggered bipolar relapse for mother in North Wales

British Gas has since posted an update on its website saying a large number of customers have been trying to contact them. Here’s what they’ve said so far:

What does British Gas say?

British Gas has not yet responded to a request for comment from North Wales Live. This is what they said on their help page:

Energy balance of April 9

British Gas released a statement on its website on Saturday saying: “We are getting a large number of customers trying to contact us so waiting times are much longer than usual.

“We understand this is a worrying time. If you’re looking for ways to lower your bills, reducing your energy consumption can help. Check out some energy saving tips.

“There is also support through our charities if you are struggling to pay. Find out more about changes in the energy market.”

If your meter is not working

If your prepaid meter is damaged, we can send someone to make sure you and your property are safe. Just give us a call on our inquiry line as you go.

This line is open Monday to Friday from 9 a.m. to 5 p.m. for general inquiries and 24 hours a day, 7 days a week for emergencies. If you do not have a pay-as-you-go meter, please call us on our Account Inquiry line.

What should I do if my meter is damaged?

If there’s a problem with your gas meter, that’s cause for concern. Contact the gas emergency services immediately. If you notice sparks, smoke or burning coming from your meter, call the fire department. Turn off all your appliances and call your local utility company.

Have you noticed any issues with your smart meter? Let us know in the comments

What if my meter reading hasn’t changed or is falling?

Your meter may be registering your energy consumption incorrectly. If you have a pay-as-you-go meter, call us as soon as possible on our pay-as-you-go requests line to make sure you’re only paying for what you’ve used. If you don’t have a pay-as-you-go meter, call us on our Account Inquiry Line

Why has my smart meter stopped working?

We need to determine if the problem is with your smart meters or your smart energy monitor. Follow this link here to check if the problem could be with your smart energy monitor.

If that didn’t solve the problem, sometimes there are issues with the technology that supports smart meters. We investigate all issues on a case-by-case basis and determine what we can do to help.

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