british gas meter test nipple broken, unable to contact british gas

jondv

had a new boiler installed on Monday, gas engineer came to test and confirm everything in order yesterday, unfortunately whilst checking the gas meter, the test nipple on the small tank snapped off (little brass screw) he contacted gas services (cadent) who turned up within an hour, he was not able to remove the broken screw/replace the test nipple, and has capped off the gas supply, advised to contact British Gas, unfortunately British Gas automated call system does NOT recognise our account number, have tried their emergency numbers to which we are told to contact customer services, which their automated call system does NOT recognise our account number. where do we go from here?

MattMattMattUK

jondv said:

had a new boiler installed on Monday, gas engineer came to test and confirm everything in order yesterday, unfortunately whilst checking the gas meter, the test nipple on the small tank snapped off (little brass screw) he contacted gas services (cadent) who turned up within an hour, he was not able to remove the broken screw/replace the test nipple, and has capped off the gas supply, advised to contact British Gas, unfortunately British Gas automated call system does NOT recognise our account number, have tried their emergency numbers to which we are told to contact customer services, which their automated call system does NOT recognise our account number. where do we go from here?

Were you a British Gas customer from the start or were you transferred in from a SoLR supplier? Do you know if you are on the old billing system or have you been transferred to the new system which generates a new account number. What format is your account number, how many letters and numbers?

Gerry1

Call the 24/7 Breakdowns and Enquiries line on 0333 200 8899.  Don't be fobbed off, insist they fix it as a matter of urgency.

jondv

thanks for the replies, been a BG customer for over 25 years, wife managed to speak to someone this morning (she also did last night and was promised a repair within a few hours, but did not turn up) they have finally turned up, replaced meter, but I now have to contact the gas service engineer to remove the cap that cadent placed on the pipe last night, the meter installer is not qualified to do this, hopefully we may have a new working boiler soon

Gerry1

I'd have told BG, politely but firmly, that they should do all the running around and chasing, not me.  They caused the problem so they should do whatever it takes to get it fixed PDQ.

When everything is working, submit a formal written complaint and insist on £100 compo for all the aggro.  If they don't agree, go to the ombudsman; win or lose, that will cost them far more.

FreeBear

jondv said:

thanks for the replies, been a BG customer for over 25 years, wife managed to speak to someone this morning (she also did last night and was promised a repair within a few hours, but did not turn up) they have finally turned up, replaced meter, but I now have to contact the gas service engineer to remove the cap that cadent placed on the pipe last night, the meter installer is not qualified to do this, hopefully we may have a new working boiler soon

The GS engineer has to complete the commissioning process for the boiler installation, something the meter installer is not able to do. So in this respect, he is probably right in leaving the supply capped. Those final few installation checks shouldn't take too long, so hopefully you'll have a working heating system within an hour of the engineer turning up.

SAC2334

I have found a  meter nipple broken off when reading meters with gas emitting loud and fast in an outside box with occupants away from home.

.This is a job for Cadent who will come out within half an hour as an emergency in this case 
.Suppliers do not have a dedicated emergency service team to deal with meter/pipe probs  themselve for things like this and they will just use Cadent .The number is on every meter 

jefaz07

SAC2334 said:

I have found a  meter nipple broken off when reading meters with gas emitting loud and fast in an outside box with occupants away from home.

.This is a job for Cadent who will come out within half an hour as an emergency in this case 
.Suppliers do not have a dedicated emergency service team to deal with meter/pipe probs  themselve for things like this and they will just use Cadent .The number is on every meter 

Cadent went out and capped it, they can only change certain meters.  Suppliers do have an emergency call out, normally within 4 hours. They just don’t like using them.