British Gas - Meter keeps breaking!

KevInChester

Every single time we turn on the gas meter, or add credit to it, it displays "Call help", we then have to call help, and wait several days for them to come out. This house is heated exclusively via gas, and so is freezing cold - my mother struggles with her asthma at the best of times, so this isn't good.

So far in the past fortnight we've had them out 4 times, and are in the process of getting them out yet again. They just say, "something is up with the meter, maybe somebody is kicking it!" How many times do we have to go through this procedure before they replace the meter?

As an example, broke on Friday morning, we called before 12 and they came out to reset it on Monday.

bigfatface

next time you ring up ask if the meter can be exchanged. The lads who are sent on these 'call help' jobs do not carry meters with them, as it only requires a special 'master card' thing to clear any faults. So unless you make BG aware that you want the meter exchanged for a new one, it won't happen.

barbiedoll

Write to their complaints department, (call first if you like but make sure that you follow up in writing) and explain that you cannot be without heating at this time of year because of your mother's ill health. Be clear that you expect a new meter to be installed as a matter of urgency, it's a disgrace that you have to keep putting up with this! If you get no joy, seek out help from Ofgem.

KevInChester

My sister called them up and they've agreed to change the meter, not given us a concrete date, they've said around Thursday. In the meantime they said, use the electric - my sister explained we just have gas heating, they said - well borrow an electric heater. In fairness they did give us £10 electric to help. Still not been out to fix the gas though.

bigfatface

I know at the moment there is a large backlog of these jobs that the suppliers are trying to get through, hence the delays. Call BG back and tell them that your mother is a vulnerable customer due to her asthma and ill health . This will push you nearer to the top of the queue and hopefully get you a call out sooner. Also ask if they have an escalation process with their meter operator they can use (they do) this means that a person is more likely to receive a phone call from the supplier which they can action straight away, rather then an email sitting there doing nothing for a couple of hours! Hope this helps to get your gas supply back soon.

KevInChester

Thanks for all of the advice, I appreciate it immensely. I had a call from a Chris at British Gas this morning asking if the engineer had been, he sounded shocked when I said no, he told me that it was being escalated and would be treated as a priority. That was over 4hrs ago. Will update how it goes!

KevInChester

Sods law, was just typing up a letter, as I finished the final part the door goes. They have now replaced the meter, we just need to wait 2 hours until the national grid pump out water from the lines, or something like that.