British Gas Service. Or total lack of.

Ivor_Bafflebrain

I have a problem. Its name is British Gas.

My British Gas Smart gas meter failed as storm Darragh hit late on Friday evening - not really relevant, except for context. It shut off the gas into our property (these meters have an internal shut-off valve). I spent hours on the phone - astoundingly, all British Gas calls go to South Africa, with all of the attendant problems that causes with communication. I explained that British Gas's equipment had failed, and we had no heating, no cooker, no gas fire, and we were in a winter storm. Three times over the next 24 hours, in broken English, I was promised a response 'within three to four hours', but nothing came of it. At the fourth attempt, at 06:00 on Sunday morning, a nice young African lady took pity on us sitting shivering, and, instead of reading from a script, she took the time to get in touch with someone in the UK. On hour later I got a call to say the engineer was on the way. I cried tears of joy from my ice-encrusted eyes.

An hour later, we had a nice new Smart gas meter. Very nice it looks too.

 The problem is, it's not reconnected to the house, but capped off.

 To quote the fitter, 'I'm not qualified to do that, you'll have to call someone else'. At the time of typing this, five days later, we still have no gas. So British Gas fitters are qualified to disconnect your gas meter, but not qualified to reconnect it ??? You really couldn't make it up...

Back on to South Africa. Metaphorically banging on the desk, I demanded that British Gas rectify the situation which they had created. I hung on for 45 minutes while she tried to sort it, eventually, another promise of response.

 Six hours later, I get a call. Yahoo ! The engineer is on his way. He only lives a few miles away. "What exactly is the problem? I don't have the details". So I explained it all. "Oh, sorry, but I can't help you" he said. "I'm just a meter engineer. I'm not qualified to reconnect the system...".

In fairness, the guy was very nice and sympathetic, and volunteered to call someone else on my behalf. I got a message to say I would be contacted in the morning.

 Guess what. I'm still waiting.

 Back on to South Africa then. At least the lady sitting 6,500 miles away has a suggestion. Perhaps I can book a boiler service? It's only £220. The should be able to do it sometime this week... 

Except, of course, we have no gas.

If I had a revolver in my desk drawer, I might use it on myself. Except my fingers are too cold to pull the trigger.

QrizB

I might be wrong, but I think there are different certifications required for meter installers and general-purpose domestic gas fitters.

Who usually services your gas boiler, a local Gas Safe engineer? Could you cal them, explain the situation and ask if they could reconnect you?

Gerry1

Another good reason not to have smart meters !

FreeBear

QrizB said:

I might be wrong, but I think there are different certifications required for meter installers and general-purpose domestic gas fitters.

Who usually services your gas boiler, a local Gas Safe engineer? Could you cal them, explain the situation and ask if they could reconnect you?

I've had gas meters replaced twice here (SMETS1 and then a SMETS2). In both instances, the fitters were happy to reconnect the supply and ensure the boiler was working.

But if the BG fitter claims not to be qualified, getting a local Gas Safe engineer in would probably be the quickest option. Pay for his time & call out fee, lodge a formal complaint with BG insisting that the cost is reimbursed.

Gerry1

FreeBear said:

But if the BG fitter claims not to be qualified, getting a local Gas Safe engineer in would probably be the quickest option. Pay for his time & call out fee, lodge a formal complaint with BG insisting that the cost is reimbursed.

Plus at least £100 compo for all the aggro, or else it's off to the Ombudsman !

MeteredOut

Gerry1 said:

Another good reason not to have smart meters !

I honestly don't think you're dumb enough to really believe the issue here was because the replacement meter was a smart meter. Please stop scaremongering.

OP, that really is shocking service. Do you have a formal complaint open with BG? Have you searched for the CEOs email address and contact his/her office. Have you contacted their social media team?

After this number of days, I'd be making a lot of noise about it.

CrazyHorse019

I am too having issues with BG with being put on an incorrect tariff which they can't seem to reverse. I am DUAL rate customer (always have been fyi and even signed up to a DUAL rate tariff) and have been put on a SINGLE rate tariff so now my meter is not recording my usage correctly. Getting through to anyone remotely helpful at British Gas via phone or social has not happened. Its been 3 months. If anyone has contact details of a team or persons who can actually resolve issues rather than asking me to fill out satisfaction surveys or if I have anyone vulnerable at home every 5 mins that would be great. 

Gerry1

MeteredOut said:

Gerry1 said:

Another good reason not to have smart meters !

I honestly don't think you're dumb enough to really believe the issue here was because the replacement meter was a smart meter. Please stop scaremongering.

A conventional gas meter wouldn't have been affected by a storm - there's no Shut Off Valve ! QED.

MeteredOut

Gerry1 said:

MeteredOut said:

Gerry1 said:

Another good reason not to have smart meters !

I honestly don't think you're dumb enough to really believe the issue here was because the replacement meter was a smart meter. Please stop scaremongering.

A conventional gas meter wouldn't have been affected by a storm - there's no Shut Off Valve ! QED.

 

One of the most obtuse reasons anyone will ever give for not getting a smart meter, but I'll give you it

Ivor_Bafflebrain

Addendum: After another two-and-a-half hours on the phone to Africa, and being passed through four departments, I got a call from someone in the UK. She was 'the despatcher' reponsible for allocating engineers. The engineer was on his way!  He turned up half an hour later, and when I explained what was going on, he shook his head in disbelief. It took him two minutes to reconnect the pipe, and a further four to verify my appliances worked. Fantastic !

Half an hour after he left I received an e-mail. It was from British Gas. An invoice for £135. To reconnect a pipe which British Gas disconnected. Go figure that one out.

I feel a strong letter coming on. I've had quite enough of phoning Africa.

Gerry1

In due course, please come back and tell us the result.