British/Scottish Gas Smart Meter Installation

Beckyy

Has anybody had theirs fitted yet for electricity?

I had an appointment a couple of weeks ago 9am-2pm but they called at 11am to say meter stock hadn't arrived and re-arranged it for today for 9am-2pm. They said they'd phone an hour beforehand and I called at 1pm as I hadn't heard anything, the advisor said he'd call the engineers and check. I was put on hold for 10 minutes then put through to a totally different advisor, the line was pretty shoddy (down to BT my end I think) but he said he'd email the person who is in charge of the engineers and get them to call me with an updated time.

I feel like I've wasted my day off now.

Wywth

Beckyy wrote: »

Has anybody had theirs fitted yet for electricity?

I had an appointment a couple of weeks ago 9am-2pm but they called at 11am to say meter stock hadn't arrived and re-arranged it for today for 9am-2pm. They said they'd phone an hour beforehand and I called at 1pm as I hadn't heard anything, the advisor said he'd call the engineers and check. I was put on hold for 10 minutes then put through to a totally different advisor, the line was pretty shoddy (down to BT my end I think) but he said he'd email the person who is in charge of the engineers and get them to call me with an updated time.

I feel like I've wasted my day off now.

I'm pretty sure you'll get compensated if they miss an appointment (£20 or £50 perhaps). I'm sure you could find details on their website.

You may need to make a complaint:
http://www.britishgas.co.uk/help-and-advice/contactus-personal-details/complaints/gas-electricity.html

Even if not entitled, I'm sure they would offer you a goodwill gesture if you made a complaint. Gotta be worth the price of a stamp and 5 minutes of your time

Beckyy

Thanks Wywth. I've just got off the phone after 20 minutes and apparently they tried to contact me to cancel the appointment this morning due to engineers being off sick, however I never got a message and there was no missed call on my mobile. Theyve creditted £22 off my next bill as a goodwill gesture, soI can't grumble really as its my day off anyway and £22 will make a nice dent in our next bill!

Theyve also rearranged it... my 4th appointment. I dont think I'm destined to have a smart meter!

Wywth

Beckyy wrote: »

Thanks Wywth. I've just got off the phone after 20 minutes and apparently they tried to contact me to cancel the appointment this morning due to engineers being off sick, however I never got a message and there was no missed call on my mobile. Theyve creditted £22 off my next bill as a goodwill gesture, soI can't grumble really as its my day off anyway and £22 will make a nice dent in our next bill!

Theyve also rearranged it... my 4th appointment. I dont think I'm destined to have a smart meter!

Well done! :T You were entitled to £22 for a missed appointment relating to your electricity supply (would only be £20 if for a gas supply)
http://www.britishgas.co.uk/content/dam/british-gas/about%20us/vision%20and%20values/codes%20of%20practice/we-are-listening.pdf

But I think you should have compensation/goodwill for every occassion they missed an appointment.

Did you ask about the other two previous missed appointments?
You might even be able to push for a double £22 entitlement if they failed to give you £22 within 10 working days.

Beckyy

The 1st appointment I re-arranged myself a week beforehand as I had a work meeting. The 2nd appointment they called 2 hours into the 5 hours timeslot but it was the engineer not the customer service advisors so I had no idea I was entitled to it. Will definitely make sure I chase for it if they don't turn up for the next one though! I coudl end up with free electricity at this rate - I wouldn't complain at that!

Beckyy

My new appointment is today between 9am-2pm and Ive not heard a peep yet, so either they've stopped the phoning an hour beforehand or they're going to be quite late in the timeslot. This app. is showing up on my online account so I'm just going to wait it out and if they dont appear by 2pm I'll be ringing and asking for another £22 off my bill.

lstar337

Beckyy wrote: »

I'm just going to wait it out and if they dont appear by 2pm I'll be ringing and asking for another £22 off my bill.

:T

If they keep this up, you'll get a few months of free electric out of them! :rotfl:

Beckyy

It's getting more appealing that the actual Smart Meter now! haha

lstar337

Beckyy wrote: »

It's getting more appealing that the actual Smart Meter now! haha

Yeah, just keep hoping they don't turn up!

Beckyy

They called at 1.15 to say they'd be 15mins, but when he got here he couldn't find the service fuse and said he'd have to come back after we'd found it, and left. I text OH to tell him and he told me where it was so I called the guy back and he fitted it, finished about 2.30ish.

rtbcomp

Can you claim compensation even if they phone to re-arrange?

This has happened to me several times. When G4S did turn up he said he couldn't change the meter because it involved live working and they were not allowed to do that. He said he would inform National Power Grid (?) and they would arrange to do the work.

Nothing for a couple of months. I eventually chased British Gas and they gave me an 0845 number to ring G4S on. I refused to pay for the call so they switched me through. (Good tip!).

G4S then gave me an 0800 number to ring NPG on, and hopefully they will ring back to arrange to the work.