British Gas Customer Service Issues

I am struggling to top up my smart meter as the system keeps showing as down. I have attempted to do it online and in various shops and post offices without success. There were also issues with live chat cutting off. I have been trying for 5 days without success. This is incredibly frustrating as there are six vulnerable people in my home who are close to running out of gas. With only £6.00 left, they will be without heating and cooking facilities soon. This situation is unacceptable, and I urgently need this matter resolved.

I am having trouble logging onto the BG website despite several attempts. I attempted to reset my password, but I continuously receive an error message stating there are technical issues. When I reached out to BG customer services, they were unable to assist me. Deepak from the web chat assured me he would resolve the issue, but the link he sent me for password reset led to the same error message. I recently created a Homecare account, but I am unable to access it. Additionally, I've paid for a Hive installation, but I don't have any information on when it will be completed due to the website access problem. If this matter cannot be resolved, I will cancel my account and request a refund for the Hive service. My account number is [redacted]22, and I am eager to access the BG website to manage my account efficiently. I have found the customer services unhelpful, and I may consider canceling unless the service improves. My registered email address with BG is: [redacted].

My daughter is a British Gas Homecare subscriber but feels that the service does not meet their monthly fee. Recently, their boiler broke, leaving them without heat for a week. After scheduling a repair appointment online, it was initially set for a week later. However, with assistance from a live chat operator, the repair was expedited to the following day, which was appreciated. Unfortunately, the heating only worked for a day after the engineer's visit. A new appointment was made for the next day, but it got rescheduled for the 13th of January due to unforeseen circumstances. Despite requesting a call from a manager, there was no follow-up which is concerning. The option of being reimbursed for purchasing heaters or hiring an independent gas engineer was suggested during a live chat, but the conversation was abruptly ended. It's noteworthy that [redacted] British Gas engineers plan to strike, potentially impacting service appointments. Addressing these issues promptly would be greatly appreciated.

Regarding Home Care Number [redacted]60, this number is associated with Water Dell, Westwood Road, in Windlesham, Surrey GU20 6LT. I recently relocated on the 8th of December to 2 Finney Drive, Windlesham GU20 6EB. I have been a customer with British Gas for gas and electricity, including maintenance coverage. Unfortunately, I received a letter stating that the maintenance cover will be renewed for the old address, Water Dell, on 13th February. Could you please ensure that this renewal does not go through and update all my information accordingly? Thank you for your assistance. Sincerely, Hilary Light.

My reference number is [redacted]0. I had an appointment scheduled for 6/1/[redacted] to convert both my gas and electric meters from credit to pay as you go. I received two top-up cards in advance, but upon the engineer's visit, only the gas meter was changed. I urgently need both meters to be converted as originally requested to better monitor my expenses. The engineer couldn't proceed due to incomplete job details. A new appointment is set for 9th March 21, with updated information required. I am deeply disappointed as I've always asked for pay as you go meters from the beginning. I need assurance that the necessary updates will lead to converting both meters promptly. An earlier appointment before the 9th of March would be greatly appreciated. Your understanding of my frustration is important as my son, who is autistic, relies on the pay as you go system for managing our household's utilities.

My central heating stopped working around 4:30 this afternoon. After noticing that the Home Hub was not functioning, I used my laptop to look up instructions on how to resolve the issue, including those for the Hive booster. I unplugged the hub device, connected the booster, and replaced all the batteries one by one. I also turned off the boiler at the source and then switched it back on, but there was no change. The booster started flashing amber, and the Home Hub displayed "Welcome Reconnecting." Despite trying a factory reset by pressing the two bottom buttons on the hub, the situation remains the same with the message "Welcome reconnecting" on the screen. I have been unable to get a temperature reading no matter what button I press. I would appreciate any assistance you can provide. Thank you. Sincerely, LA, BG customer ref no [redacted]58

I am in urgent need of an engineer to fix my meters today. Both my gas and electricity meters have been displaying errors. On January 6th, I added £30 to the meter, and on January 9th, an additional £20. Despite this, the meters are still not functioning properly. Additionally, my smart monitor stopped working around four weeks ago. I was previously informed that a technician would come on January 19th to address this, but given the current situation, I require immediate assistance. Both my husband and I are vulnerable disabled adults, and we rely on electricity and gas for essential needs. I am unsure if we are on your vulnerable list, as I misplaced the contact number. Your prompt help in sending someone today would be greatly appreciated. Thank you.

I recently relocated to flat 2f1 at Merchiston Grove EH11 1PW. I attempted to top up my gas meter twice, adding £20 and £10, but didn't receive any gas either time despite the money being deducted. I've been unsuccessful setting up an account to transfer the tenancy to myself. My attempts to contact customer service have been fruitless. I urgently need to update the tenant information to reflect my occupancy and request a refund for the payments made. Living in a gasless apartment in winter is challenging. I hope this message finds you well. Apologies for any bluntness; I've been unable to reach assistance despite spending the day waiting on hold.

British Gas added a £28 charge to my account. Despite multiple attempts to arrange a payment plan, I couldn't reach them before the payment was due on November 25th. I made a £20 payment on November 26th and another on December 27th. To my surprise, British Gas added a £28 charge and escalated it to the collections department. When I called to dispute the charge, they initially agreed to remove it but transferred me to the collections team. Being elderly, vulnerable, and struggling with mental health issues, I'm appalled by their treatment. British Gas never informed me about this charge, and I find it extremely disappointing.

Good afternoon. Since [redacted], I have been a loyal Brit Gas HomeCare customer, although I have never had to use their services in an emergency until now. On December 26th, I discovered that my boiler was leaking, and I was unable to rectify the low pressure issue myself. Despite having an appointment scheduled for today, January 14th, between 10-14h, I received a call yesterday at 18:00 informing me that their engineer could not come as planned and rescheduled for January 28th between 13-18h. This poses a conflict for me as I have other commitments on that day, including caring for my dog, who needs to go out no later than 16.00h. Although my HomeCare contract with Brit Gas ended on January 4th, [redacted], I had already scheduled and confirmed an appointment on December 26th when I was still covered. I have not received any communication regarding the new appointment date, and I am unable to access my account or reach customer service. I feel frustrated and let down by the service I have received and expect better accountability from Brit Gas in addressing my urgent boiler issue. Thank you.

I have not yet received a response to the email I sent to the customer complaints department. How can I get in touch with them via email? Account No. [redacted] Wednesday, 6th January [redacted] Dear Sir, I would like to address a couple of concerns regarding my account, and this email address was the only contact option I could find. I will be making quarterly cash payments upon receiving my bill in the mail. When making my payment at the Post Office, I will need a copy of the bill for reference. I am eligible for the Warm Home Discount of £[redacted] this quarter, with the reference number M[redacted]25. I will provide meter readings when requested each quarter, but currently, there is an issue. In early [redacted], I notified Ebico that my electric meter was faulty and needed replacement. Due to Covid, meter replacements were postponed. After being acquired by your company, I was informed that the electric meter would be replaced. However, no action has been taken yet. I am concerned about estimated electric usage, as it may lead to overestimations. Kindly arrange for the electric meter replacement promptly. The gas meter is functioning properly, with a reading today of [redacted]. Yours sincerely, R. Biddlecombe

Job Reference: [redacted]5 Address: 25 Cotswold Way, Reading, Berkshire I am writing to file a formal complaint after a boiler replacement was conducted at my elderly parents' home on Friday, January 15, [redacted]. Their main concern was fixing two non-working radiators, which were not resolved after the installation. The salesman, 'Delroy,' convinced them a new boiler was necessary, despite the system working well aside from the two radiators. This unnecessary replacement has caused my sick mother, undergoing cancer treatment, undue stress. Additionally, unnecessary charges for work that was not done were included in the quote, such as a vertical flue, specialist building works, and safe access at height. I am seeking guidance on how to obtain a refund for the incomplete work listed in the invoice totaling £[redacted].

I am a Homecare 2 client attempting to create an online account. During registration, the system indicates an existing account tied to an old email address, which I no longer use. I seek guidance on how to establish a new account using my current email and a fresh password. Additionally, I received a £65 'refund' from BG Services on 24 Dec [redacted] without any accompanying explanation. I am eager to understand the reason for this payment. Furthermore, I have not received renewal documents for my Homecare plan since January [redacted], despite making monthly direct debit payments. I acknowledge my oversight in not setting up an online account earlier and now aim to rectify this. My Homecare2 account number is [redacted]86, and the Originator Identification number is [redacted].

I topped up £6 yesterday and £5 today, but the credit is not showing despite being manually added by customer service. The gas supply monitor keeps saying it's disconnected, even though I've followed instructions to reconnect it. I've been charged a total of £11 on my card but only have £2.81 gas credit. I can't use emergency credit without a PIN and must wait until tomorrow to resolve this as customer service is closed today. I'm frustrated spending my day off dealing with this. The smart meter's installation in the cellar is causing issues with the monitor's connection to the electric meter. I want to file a formal complaint as we have no heating or hot water, and I no longer want the smart meter due to ongoing troubles.

I recently communicated with one of your online representatives about a high bill issue, requesting a meter reading instead of an estimated bill. The replies were slow, and after providing my meter reading, I was informed of a problem with my electric meter. The representative mentioned they wouldn't send estimated bills anymore. Feeling confused as I had already paid a bill, I expressed my concerns, but the conversation ended abruptly. Another person later reached out, mentioning they needed to review the call but did not follow up. I waited for a response in vain. My simple request was for bills based on actual meter readings, not estimates, to ensure I pay for the electricity I use. Any assistance on this matter would be greatly appreciated.

Subject: Address Change for Home Care Plan Dear British Gas Customer Service and Accounts Department, I have been a loyal customer for many years, utilizing your Home Care plan for my boiler with monthly payments via direct debit. Upon relocating from my previous address at 67 Blenheim Road, Harrow, HA2 7AQ to my current residence at 41 Copse Wood Way, Northwood, Middlesex, HA6 2TZ in July [redacted], I inadvertently continued making payments without receiving any services or coverage for my boiler at my new address. During a recent visit from one of your engineers to assess my boiler at my current address, it was discovered that I had not been covered under the plan since 15th July [redacted], despite the continuous payments made over the past 17.5 years. No annual checks or coverage were provided to me during this time. I kindly request that all direct debits (reference numbers: £23.00 [redacted] and £29.87 [redacted]) be ceased and that a refund for all payments made since July [redacted] be processed promptly. I appreciate your attention to this matter and look forward to your swift resolution. Thank you, P. Rudran Home Telephone: 01[redacted]04 Mobile: 07[redacted]82

Request for Reinstating Paperless Billing Approximately 2-3 months back, I had paperless billing set up for both my electric bill, account number [redacted]82, and my gas bill, account number [redacted]50. Recently, I encountered issues accessing my online gas bill, which displayed as "not ready" in the billing section of my account. Despite this, I received a hard copy of my gas bill by mail, contrary to my paperless preference. Receiving a hard copy is inefficient in terms of paper and postage, as I only require the first page of the bill. I attempted to address this matter multiple times through online chat support, but I faced disconnections after long waits, preventing a resolution. The online chat support appears to be currently unavailable. I kindly request the reinstatement of paperless billing for my gas bill, account number [redacted]50.

Hello, I'm Barbara Plumb, residing at 6 Chapter Mews, Windsor, Berks SL4 1 RQ, reachable at 01[redacted]51. I have made an appointment through your website for a technician to repair my boiler tomorrow, Sunday, February 7th, between 8:00 AM and 6:00 PM. The engineer will need to contact me upon arrival to gain access to the flat. Please have him call me at the provided number when he reaches the gate of our flats. In case he goes to the Datchet Road gate, he can use the keypad and enter the code [redacted]. If any issues arise, kindly ask him to contact me, as we are a vulnerable couple without heating or hot water.

My late husband, from whom I was separated, passed away on December 24th, [redacted]. I am currently unable to locate his gas account details. Despite his PAYG gas card displaying "Scottish Gas," he always claimed he was with Scottish Power. However, neither company has any record of an account in his name. I am in the process of settling his estate, as he did not leave a will, and I will eventually need to clean and sell his flat. To proceed, I must obtain probate/confirmation from the court to manage his estate. I have noticed that £9.00 has been deducted twice from his gas card top-ups, possibly towards a debt. I am eager to determine the exact amount owed to settle the account correctly, but I lack an account number. The meter displays the following figures/codes: L[redacted] and BGSML [redacted]25. Could these assist in confirming whether his account was held with British Gas? The late Gordon Munro resided at Flat 1/1, 2D Dunlop Street, Stewarton, Ayrshire KA3 5AS. Any help in this matter would be greatly appreciated. Sincerely, Elisabeth Munro

In October, I called to schedule my annual service covered by policy number [redacted]60. An appointment was set for December 8th. However, on December 7th, I received a call canceling it and rescheduling for January 11th. Later, on December 17th, I got a text canceling the January appointment with no follow-up. It has been 8 weeks, and I'm concerned about my boiler possibly breaking down as a senior living alone. I rely on your service, so please confirm when you will be able to service and check my boiler. Thank you. Cheryl M.