problems with switching gas to BG

aimex

hi there,

i wonder if anyone can help. we moved into a new property about 6 months ago and switched both our gas and electricity to British Gas as they were the cheapest. Electricity was switched over fine and Gas due to be switched in December. however this has still not been done and we are just being constantly fobbed off. BG say they know its not on but have said there are probs as our pipes are from an independent supplier or something as the property is a new property......

i am getting so fed up of not getting anywhere and after not hearing from them for about a month i sent in an email complaint. i have now received a reply and telephone call and apparently complaint has been escalated to highest level and will now be sorted...that was two weeks ago and still nothing.

is there anythign i can do?!

thanks

aimex

bump....anyone...they are driving me crazy...literally! still no progress!

Maz

aimex wrote: »

hi there,

i wonder if anyone can help. we moved into a new property about 6 months ago and switched both our gas and electricity to British Gas as they were the cheapest. Electricity was switched over fine and Gas due to be switched in December. however this has still not been done and we are just being constantly fobbed off. BG say they know its not on but have said there are probs as our pipes are from an independent supplier or something as the property is a new property......

i am getting so fed up of not getting anywhere and after not hearing from them for about a month i sent in an email complaint. i have now received a reply and telephone call and apparently complaint has been escalated to highest level and will now be sorted...that was two weeks ago and still nothing.

is there anythign i can do?!

thanks

Yes. Switch to another supplier.

Joyful

This counts as a delayed account creation ( often happens with IGT meters). Your account should have been passed to a member of the Customer Escalation team (CET)who then should have called you by now. Give BG a call and ask if a process has been opened on your account by CET. If it has ask for a call from that department. If not ask to be put through to them.

littletommytucker

It would only be delayed account creation if BG had started the supply. From what the OP said I dont feel that they BG have managed to take over the supply.

aimex

it has been passed to CET but only because i emailed a complaint over about 3 weeks ago!! we are still no further forward. i get a call each week which tells me the same thing, that there is a problem (no !!!!!) and they are working on it and they know its frustrating (do they?!)! lol! just wondered if i could ask them for the difference in what i should have been paying for my gas with them,and what i have been paying through an alternative provider?cheers for the helpful responses xx

Joyful

Unfortunately this is a problem in the industry so is probably not the fault of BG so no compensation would be due. It comes back to builders getting supplies connected on the cheap instead of going through the National Grid.

Have you been told what the problem is? Have they been able to find a Meter point reference number (MPRN) for your property? This is not the same as the number on your meter BTW.

aimex

no thats part of the problem. all they say is there is a problem and they are looking into the options! thats what they have repeatedly said for the past 6 months and it is wearing thin.

i understand that the issue relates to the supply not being on national grid but 6 months is ridiculous IMHO and also the only reason it is now being looked into is because i contacted them again to complain! the service i have receievd to date has been rather poor.

x

Gerrard_8_lfc

aimex wrote: »

i contacted them again to complain! the service i have receievd to date has been rather poor.

x

Should you not be complaining to your IGT or your house builder as the mix up is not from BG it clearly is a 3 rd party so complaining to BG is not going to aid the process all they can do is wait from the go ahead from Nat grid.

aimex

well no. there is no mix up. british gas have known from the beggining that it was an IGT. everyone else in the estate has the gas company they want and we are currently with scottish power who obvioulsy managed to supply so i think my complaint lies with BG especially as part of the complaint is the lack of communication between them and us!

Gerrard_8_lfc

I agree you should have who you want as your supplier.

Also not your fault but if builder did not register it through the grid as they may have been looking to cut costs. You will find most new builds as a whole have a selected supplier in your case SP I'm Guessing ?

So when your property is new SP have all the houses in "deemed" Contracts.

BG would be trying to take the supply through the grid and found it isn't registered so half of this process will be due to Nat Grid.

I do see were your coming from and I would be angry about this too but atleast when this problem is solved there should never be this problem again.

(edit) BG should keep there customers more informed I agree :cool:
:rolleyes: