British Gas Customer Service Issues

The gas boiler's indicator light is flashing 'EA' with the reset button blinking red. Following advice online, I attempted to thaw the compression tube with a hair dryer when the issue initially occurred in an outside building. Though this method briefly fixed the problem, it has recurred today. Upon repeating the process, I observed water leaking from the boiler's bottom left side, and now it won't restart. The house is uncomfortably cold, especially given my age of 85. I may rely on a wood burner for the night, but seeking assistance to resolve the boiler malfunction is necessary. Regards, Anne

I recently had my boiler checked on 11-18-[redacted], and it passed. However, today I am facing issues as I cannot turn off the heater, my radiators are extremely hot to touch, and even half a bowl of hot water is too hot to handle for washing up. This sudden heat is making me uncomfortable, especially in below-freezing temperatures. Being 91 years old, I am concerned about any potential financial burden this unexpected problem may cause. I kindly request urgent attention to this matter as I am worried about the situation escalating.

For the past four days, we have been without heating and hot water. I scheduled an engineer online who did not show up as planned yesterday, 14/12/22, but instead rescheduled for 19/12/22. In total, it will be nine days without essential services in this harsh weather. We bought a new boiler from you in March '22, and it is only six months old. It's unbearable for us, especially with a child under 3 and a 10-year-old in the house. Waiting another five days like this is not an option.

My sister currently resides in a care facility, and I wanted to update you regarding the sale of her flat, which is now pending. Her contract with you was officially terminated on 21/9/22, the direct debit was canceled, and any outstanding funds were reimbursed to her. However, as the buyer of her flat is caught in a chain and has yet to finalize the completion form, I had to turn the central heating on at a low setting due to the recent cold weather to prevent any pipe damage. I kindly request your advice on how to proceed regarding payment for this unexpected situation. Her previous account number was [redacted]13, and the address of the flat is Flat 24, Hucclecotes Mews.

I recently opened a BG account which I found very helpful for monitoring my gas and electricity usage and costs. I was informed through two letters that my account numbers had changed. After contacting BG, they explained the new account numbers but said it would take 20 days for their system to be fully operational. Despite emailing BG customer services on 11/12/22, I'm still unable to access the necessary features. Their response was to reset my password, but it hasn't resolved the issue. Currently, I can only view billing and payments, not track my usage. Will this feature be reinstated? When can I expect it to be back? I'm confused by my billing, which displays a zero balance. I'm frustrated by the system update and its impact on customers. Any assistance would be greatly appreciated.

Good morning, I recently cancelled a charge of £43.49 for an additional service on my Homecare account [redacted] as it was a mistake. I informed BG of this on December 2nd and was assured it would be refunded to my bank account. It has been two weeks now, and the refund has not been processed. I urgently need this to be resolved. Can BG please take the necessary steps to refund the amount and provide confirmation once it's done? Thank you, Cyril B.

Hello, I am an employee at British Gas at The NDC warehouse. A customer contacted me expressing worries about her gas and electricity bill. Despite her attempts to reach British Gas, she was unable to speak with an operator and was directed to a phone number for engineers instead of customer service. I offered to have a colleague call her back to address her concerns and provide reassurance. Can someone please help with this issue?

I received a quote from Scott for a power flush at £[redacted]. I had previously received a quote for £[redacted]. I reached out to the office, and after speaking with Alex on November 28th, I accepted the £[redacted] quote and asked for the 10% discount, which was confirmed, bringing the total to £[redacted].50. However, on December 14th, £[redacted] was pending in my bank account instead. After contacting the office multiple times and facing challenges with different departments, a promise for a callback at 2 pm was broken. Despite attempts on Thursday and Friday to resolve the issue, the high demand on breakdowns led to a frustrating response. I am seeking a refund of £82.50, which Adele had assured me of. Thank you for your attention to this matter. Regards, L. Jones

We are parents of a multi-handicapped boy. This afternoon, we discovered that the boiler is leaking water in the kitchen. We are now apprehensive about using the heating. The boiler is a Worcester, and we are part of the home care scheme. Today, I spent 2 hours waiting in a phone queue, only to have the call disconnected. I know others are also in urgent need, but I am contemplating canceling my £16 monthly direct debit. My neighbor tried booking a repair online, and we were informed that the earliest available appointment is on January 9th. What should we do until then?

Our warm air boiler, serviced by British Gas, has been making muted mini bangs, possibly due to unburnt gas. Despite the lack of a gas smell, the heating and hot water functions remain normal. As my 88-year-old mother, a priority customer, resides in the property, we are concerned for her safety. We kindly request a callback at 01[redacted]48 to address this issue promptly. Contact details for further assistance include Mrs. I.A. of 18 Greenheys Place, White Rose Lane, Woking, GU22 7JD. Could you please provide a relevant telephone number for British Gas for immediate contact? Thank you.

I am being continuously billed for an engineer appointment that I never booked. My boiler has already been serviced and fixed, so I don't understand why I keep receiving messages stating that there are more visits pending. I have attempted to contact customer support multiple times, waiting for up to thirty minutes each time. It seems like many British Gas representatives are still working remotely. How can I go about canceling these unnecessary follow-up appointments?

I've had no gas since Friday. There was £9.07 on the smart meter, but it didn't change for two days. Someone came to check the gas and said it needed a reset. I was advised to contact British Gas. I purchased a £30 top-up from the post office on Friday, which didn't go through. On Monday, a British Gas employee came, changed the gas meter, and added £30 to the meter. However, it's now showing as in emergency mode. Will this issue be resolved before Christmas?

Address: 2 Watch House Cottage, NR35 1TB. I am the landlord overseeing the new tenant moving in. We've installed a pay-as-you-go meter with a new activated key and credit, but the meter displays no readings or bleep sounds, and the blue button feels loose. Could the meter be faulty? I'm concerned about a potential disconnection over the Christmas period. The tenant plans to switch to a Smart Meter in February. Is it possible to address this in February, or should we replace the meter now? The tenant is understandably anxious. Please contact her using the details on your system or reach out to me directly. Thank you. Anneli Whyte.

I haven't received any response to my letter sent to the Rotherham office on November 30th. Today, I attempted to submit the electricity meter reading for Mrs. I.J. Eathorne, customer number [redacted]3. However, I was told the revised customer number emailed to me on October 28th, A[redacted], was incorrect. Despite multiple attempts to log in with the password set up on May 24, [redacted], I only accessed my own account, not Mrs. Eathorne's, causing confusion. I have made numerous requests, both in writing and over the phone, to link my account to Mrs. Eathorne's as I hold Power of Attorney for her. Accessing both accounts with a single password used to be seamless when we were with Zebra. My account number is [redacted]13. Despite changing my password three times as prompted by the automated system, there seems to be an ongoing issue with logging in.

I am inquiring why I am unable to allocate my energy voucher towards Gas, or have the opportunity to split it between Gas and electricity, similar to what other companies offer. It appears that customers who pay for both gas and electricity receive refunds for both utilities 10 days after their direct debit payment, indicating that it should be feasible for me to use my voucher for Gas and electricity. I feel disadvantaged as a pay-as-you-go meter user dealing with the added debt from repaying emergency credit. I urge you to consider allowing the use of this voucher for both Gas and electricity. Could you clarify the reason why direct debit customers receive refunds for both utilities while pay-as-you-go customers can only apply the voucher to electricity? I anticipate your response. Alan J Burke. [Redacted]BH_EBSS_VCH_DM.

I've been attempting to get a new smart meter for three weeks now. I've called customer services multiple times today, waiting for three hours and still waiting. I currently have no gas due to a lost connection between the smart meter and the outside meter. My boiler has been checked and is in full working order, so it seems to be an issue with the meters. I have company coming for Christmas dinner, including my granddaughter and her three-month-old baby who are traveling from Scotland. I would really appreciate it if someone could assist me with this matter promptly.

I have recently received letters requesting payment for 2 invoices, and I am unsure what they are for. I had a brief conversation regarding one invoice but have been unable to reach a person after calling three additional times. Each time, I waited on hold for 49, 42, and 35 minutes before having to give up. I was informed that one invoice was related to an engineer's visit that occurred when I was not home, but I have not been given information about the second invoice. As an 82-year-old widow, this situation is causing me unnecessary stress, and I would like clarification on the nature of these invoices before making any payments.

My boiler has a water leak that could be causing damage inside. The British Gas automated system scheduled an engineer for January 5th, which seems too long to wait. As a Home Care customer, I should have full coverage, but I can't reach a real person for help. The leaking water is increasing daily, and I urgently need an engineer to assess the problem promptly.

I own a property at 71 Gainsborough Crescent, Henley RG9 1TB, which I rented out until September 23, [redacted], when the tenant, Mr. D Whelan, moved out. The property is now undergoing renovations and extensions, and I am now in charge of the gas and electric. Mr. D Whelan provided final meter readings and assured me that he settled the account up to September 23rd. The gas has been turned off as it is not in use, while the electric is being used for power tools and rewiring. I would like to provide a meter reading for the electric so I can pay for the energy used to date and set up an account for future energy use. - Mr. Colin Roberson

Before Christmas, a representative from Utilita visited regarding changes to meters in the new year. After researching the company and finding negative reviews, I decided not to switch. Despite attempting to cancel, I received a text that I will be transferred to them. Since they are hard to reach, I hope you can help block any further attempts to switch me to their service. Thank you.