We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Pre paid meter
Options
I wonder if anyone can help us?
We have a pre payment gas meter and 14 days ago when we tried to top up the meter it wouldn't allow us to do it. We contacted our supplier and asked them to help as the gas had run out. They said it was likely a problem with the card and they would send a replacement within 5 days.
We understood in current circumstances that this may take a little longer than usual and despite being unable to use the cooker or heating / hot water we felt that we could manage for a short period. We have 4 children.
The card arrived after 7 days and it didn't work. We contacted our supplier and was told that it was likely a problem with the box itself. We asked if they could fix it and were told no as they now only do smart meters. We were told we would need to switch to one of these however there would be a big cost as our pipes are lead and need to be changed in order for this to work.
We explained that we couldn't afford this and just wanted the box fixed, after being told by the customer care assistant to either get a loan to pay for this we contacted ofgem.
We have now been without gas for 15 days Ofgem didn't seem to be getting anywhere and after we have been passed from pillar to post for the last week we got told to contact the 'extra help team' .
We are still no further along with this have no heating and are having to use a microwave to cook. Anyone got any ideas on what we can do next? We can't contact the ombudsman as we are not over the timescale?
Any help would be greatly appreciated.
We have a pre payment gas meter and 14 days ago when we tried to top up the meter it wouldn't allow us to do it. We contacted our supplier and asked them to help as the gas had run out. They said it was likely a problem with the card and they would send a replacement within 5 days.
We understood in current circumstances that this may take a little longer than usual and despite being unable to use the cooker or heating / hot water we felt that we could manage for a short period. We have 4 children.
The card arrived after 7 days and it didn't work. We contacted our supplier and was told that it was likely a problem with the box itself. We asked if they could fix it and were told no as they now only do smart meters. We were told we would need to switch to one of these however there would be a big cost as our pipes are lead and need to be changed in order for this to work.
We explained that we couldn't afford this and just wanted the box fixed, after being told by the customer care assistant to either get a loan to pay for this we contacted ofgem.
We have now been without gas for 15 days Ofgem didn't seem to be getting anywhere and after we have been passed from pillar to post for the last week we got told to contact the 'extra help team' .
We are still no further along with this have no heating and are having to use a microwave to cook. Anyone got any ideas on what we can do next? We can't contact the ombudsman as we are not over the timescale?
Any help would be greatly appreciated.
0
Comments
-
Name them and shame them.Send a letter via Royal Mail headed COMPLAINT to their CEO. You can find the info at the ceoemail website (it ends with .com). Copy it via email to the CEO and the other directors. Ask for a deadlock letter by return and threaten to go to your MP and the the media. You might also find it effective to complain on their Twitter and Facebook sites.There's nothing to stop you going straight to the Ombudsman tonight, the worst they can do is ask to you wait.The agent you spoke to is talking nonsense, probably because it wasn't on their script or they wanted to drop you and take the next caller to keep their call handling rate up. I doubt whether lead pipes were used for gas meters, and in any case you don't have to pay for a smart meter, nor do you have to have one.You should also get some compensation - don't agree for the first amount the first amount they offer you. It'll be cheaper for them because the Ombudsman fee is about £550 whether they win or lose. Point out how much more the extra electricity has cost compared to gas, it's typically for or five times as expensive.Call them again right now and insist on an emergency callout.Record the call if possible, mention the time and date and tell them that they are being recorded. If you get a call centre drone insist politely but firmly to speak to a senior manager or the emergency team. Are you on the Priority Services Register? You may be eligible for priority services from your supplier and/or network operator if you live with a child under five years old. Ask for the names and locations of the people you speak to and get a complaint reference number (that can also go on the letter to the CEO).Don't forget to come back and tell us how you got on.0
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 350.9K Banking & Borrowing
- 253.1K Reduce Debt & Boost Income
- 453.5K Spending & Discounts
- 243.9K Work, Benefits & Business
- 598.8K Mortgages, Homes & Bills
- 176.9K Life & Family
- 257.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards