British Gas Customer Service Issues

Hello, I am currently experiencing issues with my central heating for the third time in 6 weeks. The first time an engineer diagnosed a faulty pump, replaced it, and things seemed to be working fine. About a month later, the same symptoms recurred, and another engineer found wires shorting in the pump's electrical supply, which was then fixed. Now, approximately 2 weeks later, the same issues have resurfaced, causing the power to trip. As a 71-year-old with Raynaud's syndrome and circulation issues, I believe I should receive priority for repairs. I have a booking for an engineer on Thursday and hope that this time, the problem will be permanently resolved. Hopefully, the saying "third time's the charm" holds true in this situation. Regards, C.G.

I need to make a payment on an account that has been transferred to a different provider. I am unable to pay the full amount but would like to set up a payment plan or direct debit. My customer number is [redacted]11, and it shows an outstanding balance of £[redacted].57. Kindly provide details on how I can arrange this. Thank you, R. Turner

My 90-year-old mother is still having issues with her hot water overflow, causing stress due to complaints from neighbors. Despite the engineer cleaning a filter and ensuring it was fixed during the last visit, the problem has resurfaced. My mother has a homecare contract and a 5-year warranty. Please arrange for the engineer to return to address the recurring issue. Thank you.

I have an appointment scheduled on the 19th of December, [redacted], between 12 pm and 6 pm for my first boiler service. I would like to ensure that an LPG engineer is assigned for my LPG gas boiler service. Please confirm that the engineer who comes out is specifically trained for LPG boilers. It is crucial that the service is carried out by someone with the right training. Kindly contact me to confirm that an LPG engineer will be attending the service. Thank you.

Last night, I reached out via live chat about my electricity meter displaying a blank screen. They scheduled an appointment between 1-5 pm, but later called to reschedule it for a 5-8 pm window. The engineer arrived around 8:30 pm after resolving another emergency. He replaced the meter, provided a new key, but unfortunately, I had to travel 6 miles to top up the key due to it displaying an error. Days before, I had already added £15 in total to the key trying to fix the screen issue, which now seems like a wasted effort. Being on universal credit, it's challenging to keep up with the top-ups. Now, I'm awaiting another technician and have had to borrow money for both the key and travel expenses, making this situation incredibly frustrating.

Customer reference 8[redacted]4 in BA1 1EQ. An engineer came to install a meter, not a smart meter as mentioned in the letter. The engineer suspected asbestos and took a sample. I was told I'd be informed about the outcome, but instead, I received a letter stating that the engineer couldn't install the smart meter (which wasn't requested) and asking to reschedule. I need clarification on the asbestos situation before rebooking.

Two engineers were supposed to come to my place, one to settle the gas bill and the other to install new smart meters. Unfortunately, only one engineer showed up, and he wasn't even on the schedule. It's been almost two weeks without gas for hot water and heating. Despite numerous phone calls, the issue remains unresolved. My 14-year-old son has had to stay with his father until this gets sorted out, leaving me feeling trapped at home in a cold flat due to my mental health issues. The situation is unacceptable. My doctor is informed and has documented the situation. It's truly appalling that in this day and age, this kind of issue persists.

Hello, I am encountering difficulty securing an online slot to have my smart meter commissioned. British Gas installed my smart meter in August, but was unsuccessful in setting it up remotely. I was informed that the issue stemmed from my electricity smart meter being recently installed and requiring a software update from LEB. Despite scheduling a gas meter commissioning appointment for 3 December, the engineer was unable to activate it. I am now seeking to arrange another appointment for 11th February between 12 and 6pm, coinciding with a boiler service. However, upon accessing the BG website, I receive the following message: "You're on our smart meter waiting list. We don’t have technology that would suit your home just yet..." Kindly assist in scheduling an engineer for my smart meter on 11th February between 12 and 6pm, and resolve the website error preventing me from booking online. Thank you, L.P. 15B Ospringe Rd London NW5 2JD Customer Number: [redacted]03

I received a letter informing me of the switch from PayPoint to Payzone. The notice claimed the transition would be as convenient as before, but I must disagree. Previously, my PayPoint was a mere [redacted] yards away, whereas my nearest Payzone is now over a mile away. This change is particularly inconvenient for elderly individuals. Additionally, the minimum withdrawal amount has increased from £1 to £5, adversely affecting those with limited financial means. Lastly, the current inclusion of Payzone at post offices poses challenges for individuals who rely on these services outside of typical post office hours. Given these difficulties, it is clear that the promised ease and speed of the transition are questionable.

One day, our electricity and gas were cut off suddenly. I assumed it was due to insufficient funds in my electricity account. When I tried to top up online, I was shocked to see my account marked as 'closed,' preventing me from adding any credit. Attempts to contact customer service failed as I kept getting disconnected during the calls. A helpful representative suggested pressing A on the meter to activate a £10.00 emergency credit, which temporarily resolved the issue. However, the emergency credit is now running low, and I urgently need to add funds to the meter. This situation is critical as I have two young children at home, and having no gas or electricity is not an option.

I have recently become the owner of: 8 Aydon Crescent Alnwick Northumberland NE66 1QZ I am aware that your company was the energy supplier for the previous owner, John Edward Robson (my Uncle, who passed away last December). I received a letter yesterday, with the Letter Reference CAM/HMV/MVE1 and Customer Reference: [redacted]00, stating that the property was on your temporary tariff. While I have just placed the property on the market today and will not be residing there, I do not require your Gas and Electricity services. The future buyer of the house will choose their energy provider. I seek confirmation that I will not be billed for any unauthorized charges. Thank you, Julie A.

I signed up to switch to British Gas for my energy supply through the moneysavingexpert site on December 5th. I haven't received any communication from British Gas since then, not even a welcome package. I attempted to address this issue with the live chat support this morning but was provided with a phone number that was not reachable. When I tried calling the [redacted] number, I was informed about a 15-minute wait time. I hope British Gas improves its customer service as I do not want to regret switching to them due to the lack of communication and support thus far.

I had an engineer come for a service visit today, December 22nd. He was only here for 15 minutes and mentioned the central heating zone valve was stiff. He lubricated it instead of replacing it and left. We discovered that even with the boiler and timer off, the pump continues to run. Disconnecting the zone valve stops the pump. I informed the engineer that we had two valves replaced in the last two years. Now, I have to wait until Tuesday for another visit. I'm contemplating canceling my contract and seeking a refund if the issue isn't promptly resolved.

British Gas: I believe I've been overcharged despite having 12 functioning solar panels. British Gas doesn't seem to understand how they affect my bill. I provided meter reading photos, but they still sent someone to read it. Now, I have to pay £[redacted] at Christmas, making it hard for my son and me to afford heating. We are now wearing onesies indoors. I plan to switch providers once the bill is settled. Consider these issues before choosing British Gas for your energy needs.

I am inquiring whether British Gas supplies are still available at stores in Wednesfield, Wolverhampton, West Midlands. Currently, I am using a key for electric supply and due to a house move, I cannot set up direct debit. Hence, I am purchasing top-ups from Wednesfield stores to consume until I relocate on January 17, [redacted]. I have heard that the contract with the stores was only valid until the end of December [redacted]. Kindly advise which stores will still be authorized to sell British Gas electric supply in Wednesfield, Wolverhampton, West Midlands in [redacted]. I appreciate your attention and support.

I have encountered difficulties when adding credit to my gas meter as I have not been receiving the full amount I put in, despite not being in emergency mode. Despite contacting customer service multiple times, I have been provided with varying solutions. One suggestion was to request a zero top-up or add £1.00 to the card in order to be reimbursed for the missing funds. However, after trying this three times, I have yet to receive the correct amount. An engineer attempted to visit on December 20th at 19:41, but I was unable to hear the knock due to my hearing impairment and limited mobility. I am now requesting to schedule another visit by an engineer to inspect my gas meter as I have been facing a prolonged period without gas supply.

I contacted customer service today, expressing that I am a vulnerable adult with mental health challenges. My electricity supply ran out this morning at 9am, and I urgently needed assistance to restore it. After a call over an hour later, during which I spoke with two different representatives, I explained my situation of having no electricity and no funds until my benefits arrive on Friday. It was difficult to ask for help. The lady I spoke with mentioned that her computer was down while I shared about my mental health issues and shingles. This conversation took place at 2:30pm, and despite being promised a call back, it's now 7:39pm with no response. I am currently in the dark with no heating. This is not the treatment I expected as a vulnerable customer within your system. I would appreciate it if someone could reach out to me. Thank you. - Mrs. Caroline Payne at [redacted] Kirby Road, DA2 6HD, contact number: [redacted]5.

In August, we attempted to switch from SSE to British Gas. Due to an issue with our SSE account, the switch was initially canceled but later resolved. However, on October 11th, the switch to British Gas was confirmed, yet our British Gas online account shows it as canceled. SSE confirmed the switch went through. We are worried because British Gas has not contacted us about our electricity account, and our attempts to reach them have been unsuccessful.

I recently moved into a new property with a prepayment meter. We haven't received any information from our supplier regarding our rate or their identity. The only clue we have is the top-up card with "British Gas" printed on it. However, when I input our address on the website, it states that British Gas doesn't supply our gas. I would appreciate some assistance in identifying our gas supplier and eventually switching to a smart meter.

I want to express my frustration about the recent change regarding topping up my gas and electricity at local shops since British Gas ended their contract with PayPoint. Now, I have to inconvenience myself by finding a post office instead. I never received any notification of this change, which is disappointing. British Gas, please provide an explanation promptly. The lack of free phone numbers, with only an expensive [redacted] line for complaints, which is only available to those without gas or electric supply, adds to the inconvenience. I am unhappy with how loyal customers are being treated, and I urge British Gas to address this issue promptly.