Energy websites appeared to falter today as customers rushed to submit meter readings before Friday’s price jump. The issues – which appeared to be an industry-wide problem – came as experts urged householders to submit meter readings for gas and electricity to their supplier on Thursday to show exactly how much energy they have used ahead of Ofgem’s price cap increasing from April 1.
This will prevent firms from estimating usage and potentially charging for energy used before April 1 at the higher rate. A message on the British Gas website told customers it was facing “some technical issues we’re trying to resolve as quickly as possible”.
The message said customers could still submit readings but warned it could take “a little time to update your account with the meter reading you provided today”. EDF Energy’s website also reported problems, apparently as many people tried to submit their meter readings on their account.
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The main page of EDF Energy was working, but when customers clicked through to the MyAccount page they were unable to log in. A message on the page reads: “Sorry… We’re carrying out some essential maintenance work on our site. We’ll be up and running again soon.”
E.On also seemed to be facing issues with letting customers log in to their accounts, while customers of So Energy reported that they were unable to either log in or get through on customer helplines. An E.On spokeswoman said: “We are seeing unprecedented volumes of customer traffic to our website and app. While we work to resolve this, we can confirm to our customers that any meter readings they take today can be updated to their account online in the coming days.
“We apologise for the inconvenience caused. Smart meter customers do not need to do anything as their readings will automatically be shared with us.”
According to the Downdetector website, E.ON, Scottish Power, British Gas and SSE have crashed. A spokesman for Energy UK, the trade association for the industry, said: “We’re aware that some suppliers are experiencing issues with their websites due to the volume of customers submitting meter readings.
“Suppliers do offer alternative ways of doing this such as through automated phone lines and apps so we’d recommend customers try those. Customers with smart meters do not need to worry as their readings are automatically sent to their supplier.”
Households will see the biggest rise in the cost of energy in living memory from Friday when bills increase by 54%, or almost £700, to just under £2,000 a year. Gillian Cooper, head of energy policy at Citizens Advice, said: “We’d recommend sending meter readings to your supplier ahead of the price cap rise on 1 April. This means your energy company will have an accurate picture of your usage before higher rates come in.
“If you’re struggling to pay your bill, speak to your energy provider as they have to help you. Citizens Advice can also provide you with free, independent support.”
