British Gas customers unable to top up meters online after website and app glitch
BRITISH Gas customers were left unable to top up their energy meters or pay bills online this morning after the website crashed.
When customers clicked onto the energy provider's website they were greeted with a message that said it was "temporarily unavailable".
Frustrated bill payers took to Twitter from around 8am this morning to try and find out what was going on.
One user wrote: "I'm unable to top up my meters (PAYG) all your sites & app are offline.
"I'm disabled & only have emergency credit which I shouldn't have to use. Can you please help me?"
Another worried bill payer said: "The emergency credit is running low. I've just been paid and would like to top up but your sites/app are down.
"A bit of communication would be appreciated."
A second message appeared on the British Gas website around half an hour after the problems began informing customers that the energy provider was "carrying out important upgrades".
The note also said that it didn't expect services to be back up and running again "until later this morning".
The website has now returned to normal, although it's not yet clear if the upgrade had been planned.
British Gas is estimated to have around 25million household energy customers.
A member of the energy provider's social media team confirmed that there was an issue with its website.
In a reply to a worried customer, he wrote: "The website is down right now which is the root of all this - Ethan."
Households who have a smart meter can add credit to it via the app or online rather than purchasing it from a shop.
It means that bill payers can buy credit to heat their homes without having to leave the house.
One customer on Twitter added that she had a smart meter fitted because she's unable to "nip out" to buy credit.
Replying to Ethan's message, she wrote: "Great. Yeah I have two [children] under two in a third floor apartment with no lift, so I can't just "nip out".
"That's why I wanted the app to I can top up on there".
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Households who pay using direct debit can also make payments online via the website.
Online, the energy giant says: "Thanks for your patience. We're sorry for the inconvenience this might cause."
The Sun has contacted Centrica - the firm that owns British Gas - for comment.