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  • FIRST POST
    • littlerock
    • By littlerock 23rd Aug 19, 10:53 AM
    • 1,732Posts
    • 235Thanks
    littlerock
    Need to talk to someone at British Gas. How?
    • #1
    • 23rd Aug 19, 10:53 AM
    Need to talk to someone at British Gas. How? 23rd Aug 19 at 10:53 AM
    I need to talk to someone at British Gas. I am trying to set up a second account at a second address and the only option provided online is to transfer your existing account to a new address. This is not what I need - so I need to discuss with a live person.

    This seems to be impossible. There are several 0800/0845 numbers listed on line for BG but when you ring them, these numbers have all been discontinued. The BG official chat line, an 0333 number, reports a 30 minute queue.

    The online chat screen displays a message "All our agents are busy.......you'll be placed in a queue as soon as we have availability." This cuts out after a two minute wait.

    So the only way to speak to someone is to sit on hold for 30 minutes.......
    Last edited by littlerock; 23-08-2019 at 11:30 AM.
Page 1
    • JJ Egan
    • By JJ Egan 23rd Aug 19, 12:30 PM
    • 13,476 Posts
    • 6,182 Thanks
    JJ Egan
    • #2
    • 23rd Aug 19, 12:30 PM
    • #2
    • 23rd Aug 19, 12:30 PM
    This is the LPG OIL etc section not gas.


    Question they are busy why should i wait ??


    The LPG, Heating Oil, Solid & Other Fuels Board
    • MarkN88
    • By MarkN88 23rd Aug 19, 12:44 PM
    • 1,104 Posts
    • 656 Thanks
    MarkN88
    • #3
    • 23rd Aug 19, 12:44 PM
    • #3
    • 23rd Aug 19, 12:44 PM
    Wait on hold basically, we all do it.
    • molerat
    • By molerat 23rd Aug 19, 12:52 PM
    • 21,555 Posts
    • 15,800 Thanks
    molerat
    • #4
    • 23rd Aug 19, 12:52 PM
    • #4
    • 23rd Aug 19, 12:52 PM
    Is this a newly installed supply or an existing supply that you are taking over ? In either case the 0333 number is for CS and 30 mins is often the wait time. There is also a webchat facility on their site.
    Last edited by molerat; 23-08-2019 at 12:55 PM.
    https://www.helpforheroes.org.uk/give-support/donate-now/
    • littlerock
    • By littlerock 23rd Aug 19, 1:28 PM
    • 1,732 Posts
    • 235 Thanks
    littlerock
    • #5
    • 23rd Aug 19, 1:28 PM
    • #5
    • 23rd Aug 19, 1:28 PM
    Not sure about the supply in new flat. The thing is the (Italian) owners bought it, renovated it and then before they could move in, while it was still unfurnished, he was posted to work somewhere overseas. So they asked the agent who sold it to them, to find a tenant. They then went on holiday somewhere in Italy.

    So agent is not entirely sure what they did to it before they went but he does not think they signed up for any services. So it is a bit of a grey area.

    I checked on Find Your Supplier which said the supplier was British Gas. waited on hold aat British Gas and when I eventually got through, explained I would be paying for two supplies at two different addresses. Once they had grasped this, they looked up supplier at the flat and said it is not British Gas. In fact not British Gas at the building. So have to assume new owners fixed up new supplier. Agent chasing.

    British Gas said when I got in I should phone them with meter serial number and they would try to identify current supplier from that.
    • Februarycat
    • By Februarycat 23rd Aug 19, 1:30 PM
    • 1,365 Posts
    • 1,845 Thanks
    Februarycat
    • #6
    • 23rd Aug 19, 1:30 PM
    • #6
    • 23rd Aug 19, 1:30 PM
    I tried to ring them the other week about my HomeCare renewal, tried everyday at different times and eventually got through on the 0333 number on a Saturday later afternoon. I had my phone bill come through this week and noticed it has cost me over 7 to try to ring them so not happy.


    The Web chat was not working either when I tried that, not very good service.
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    • littlerock
    • By littlerock 23rd Aug 19, 1:31 PM
    • 1,732 Posts
    • 235 Thanks
    littlerock
    • #7
    • 23rd Aug 19, 1:31 PM
    • #7
    • 23rd Aug 19, 1:31 PM
    molerat - tried the webchat. Got message "We apologise for extended hold, all our agents are busy, you'll be placed in a queue as soon as we have some availability." Then after two minute wait, it closed down.

    I do think, given how much money the energy companies make, it is not too much to expect to be able to get through to a real person when you have a non standard query, like wanting to pay for a supply at two different addresses at the same time, as opposed to moving to a new address. Without waiting for 30 minutes on hold.
    Last edited by littlerock; 23-08-2019 at 2:10 PM.
    • D_M_E
    • By D_M_E 24th Aug 19, 10:20 AM
    • 2,812 Posts
    • 72,993 Thanks
    D_M_E
    • #8
    • 24th Aug 19, 10:20 AM
    • #8
    • 24th Aug 19, 10:20 AM
    BG claim they are not the supplier.

    Try

    https://findmysupplier.energy/webapp/index.html
    • Flt. Lt. Biggles
    • By Flt. Lt. Biggles 24th Aug 19, 10:41 AM
    • 218 Posts
    • 105 Thanks
    Flt. Lt. Biggles
    • #9
    • 24th Aug 19, 10:41 AM
    • #9
    • 24th Aug 19, 10:41 AM
    molerat - tried the webchat. Got message "We apologise for extended hold, all our agents are busy, you'll be placed in a queue as soon as we have some availability." Then after two minute wait, it closed down.

    I do think, given how much money the energy companies make, it is not too much to expect to be able to get through to a real person when you have a non standard query, like wanting to pay for a supply at two different addresses at the same time, as opposed to moving to a new address. Without waiting for 30 minutes on hold.
    Originally posted by littlerock
    Details of how to pay are included on the bill.
    You will have to pay each supply address separately, as you will have a different account number for each.

    https://www.britishgas.co.uk/help-and-support/bills-and-payments/gas-and-electricity/faq/how-can-i-pay-my-bill

    Note the phone number to use to pay that way, if that is your preferred option (it may be different to the number you are trying)

    0333 202 9524

    This is an automated phone number, available 24/7/365
    Last edited by Flt. Lt. Biggles; 24-08-2019 at 10:47 AM.
    • Ian011
    • By Ian011 28th Aug 19, 8:16 AM
    • 2,308 Posts
    • 1,448 Thanks
    Ian011
    I tried to ring them the other week about my HomeCare renewal, tried everyday at different times and eventually got through on the 0333 number on a Saturday later afternoon. I had my phone bill come through this week and noticed it has cost me over 7 to try to ring them so not happy.
    Originally posted by Februarycat
    Calls to all 03 numbers are inclusive in allowances on landlines and on mobiles on the same basis as calls to 01 and 02 numbers, or are otherwise charged at the same rate as a call to an 01 or 02 number. The charges are set entirely by the caller's phone provider. Most people have an inclusive allowance such that they never incur call charges for calls to 01, 02 and 03 numbers.

    What sort of phone tariff are you on to have paid anything at all for a call to an 03 number?

    Was the call from a landline but exceeded 60 minutes duration?
    Was the call from a contract mobile and you exceeded your monthly allowance?
    Does your phone have no inclusive calls at all, you simply pay for all calls at a per-minute rate?

    Various mobile phone providers offer unlimited calls and texts for around 10 per month, either on SIM-only contracts or on pay-as-you-go bundles.

    On landlines, line rental plus unlimited anytime calls is usually around 20 per month.

    If you are paying 7 for one call, this suggests you may be on entirely the wrong phone tariff.
    Last edited by Ian011; 28-08-2019 at 8:26 AM.
    • Februarycat
    • By Februarycat 28th Aug 19, 10:26 AM
    • 1,365 Posts
    • 1,845 Thanks
    Februarycat
    Calls to all 03 numbers are inclusive in allowances on landlines and on mobiles on the same basis as calls to 01 and 02 numbers, or are otherwise charged at the same rate as a call to an 01 or 02 number. The charges are set entirely by the caller's phone provider. Most people have an inclusive allowance such that they never incur call charges for calls to 01, 02 and 03 numbers.

    What sort of phone tariff are you on to have paid anything at all for a call to an 03 number?

    Was the call from a landline but exceeded 60 minutes duration?
    Was the call from a contract mobile and you exceeded your monthly allowance?
    Does your phone have no inclusive calls at all, you simply pay for all calls at a per-minute rate?

    Various mobile phone providers offer unlimited calls and texts for around 10 per month, either on SIM-only contracts or on pay-as-you-go bundles.

    On landlines, line rental plus unlimited anytime calls is usually around 20 per month.

    If you are paying 7 for one call, this suggests you may be on entirely the wrong phone tariff.
    Originally posted by Ian011



    I phoned them from my landline (EE) , this was over the course of a week, so several calls, which added up to 7. I think I only get free calls to local numbers evenings and weekends on my tariff.
    OnePoll = 25 18/10/19 25 6/7/19
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    • Ian011
    • By Ian011 28th Aug 19, 1:28 PM
    • 2,308 Posts
    • 1,448 Thanks
    Ian011
    It sounds like you will save money by swapping to the anytime unlimited tariff for a few pounds per month more. With this you can make as many calls as you like to UK geographic numbers starting 01 and 02 and to non-geographic numbers starting 03 at anytime of the day or night as long as each call lasts less than 60 minutes. Most providers also include calls to UK mobile numbers starting 071 to 075 and 077 to 079. With this tariff, if you only call those prefixes, there should be no additional charges on top.

    It goes without saying that you should also avoid calling any numbers starting 084, 087, 09 or 118 as well as avoiding 055, 056, 070 and 076. Those are non-inclusive and potentially very expensive (though it must be noted that the situation with 070 will change for the better on 1 October 2019). .
    Last edited by Ian011; 28-08-2019 at 9:56 PM.
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