AIBU to expect British Gas to honour its contract?

It would help, though, wouldn’t it, if people who are fit and able would try to help themselves instead of clogging up the helplines? This would leave both lines and engineers free for emergencies like yours, OldMeg, and for those who really need help. The vast majority of boiler “breakdowns” were just because of frozen pipes, but I know from our local Facebook group that people half my age have got an engineer out to put that kettle on for them (“and he only charged £50!” ). On the One Show yesterday they were following an engineer round, praising him to the skies for pouring warm water over pipes. Mine’s been frozen three times now, btw - I’m starting to harbour murderous thoughts of hitting it with a hammer.

They really do need taking to task about it. I should imagine plenty of very vulnerable people pay it, thinking its worth every penny as insurance that they'll get prompt help. Its disgusting!

Oh I’ll wait for a thaw and then tackle them. I’m really mad about this. We pay £300 a year.

That sounds like a much better, and probably cheaper alternative all round.
I wonder if you could push for a refund, at least for the last months payment?

Definitely not MissA . When I was desperate I posted on our local ‘Next Door’ site asking fir a reliable glass heating engineer or local company. I had several replies and the man I got out was mentioned by several people.

His wife manned the phone while he and his daughter (yes she’s following in her father’s footsteps) and his father (retired but still fit and up for a challenge) took the customers.

He got to me later that morning but what impressed me was his wife asked if we had any alternative methods of heating (we had two electric heaters) and generally asked about how we were fixed.

I'm interested to know if those of you who pay for the 24/7 service will continue with it, now?
Are they taking money under false pretences, or was the bad service unavoidable in the weather we've been having?

I received an email from British Gas yesterday telling me not to ring the emergency number as they were inundated. As a vulnerable person I should check and try some of their suggestions to get heating working and then ring the helpline some time in the future when it is not so busy. One picture showed a person crouching down holding a hot water bottle to a pipe

All I can say is that I’m glad your boiler didn’t break down when the snow came (indeed didn’t break down at all) and their system went into total meltdown.

I had no trouble getting through to BG on Tuesday when my controller displayed a message telling me to call an engineer. After I checked boiler to see what the water pressure was, I phoned to book an engineer. As my boiler was still working, it was obviously not urgent and I chose a visit next Monday. I then realised I would not be back from physio in time so had to call again! What did worry me though was that there is no longer a person answering the phone, I had to speak some info then press the hash button - this took quite a while. My elderly mother will not be able to cope with that!

Re the high cost, when I got my last renewal, I contacted them to say that I now had a new boiler which was under warranty for two years and my monthly fee was reduced right back to the basic price - I was well chuffed!

One thing I used to do if we had hot water and no heating or heating and no hot water was to give the three-way valve in the airing cupboard a kick - but don't tell anyone I recommended that as a remedy.

They’ve all knocked off until Monday.
I'm shocked! When we had a BG contract (years ago now I must admit) the engineer came out at 9.30 one night and spent ages here as they had to drain the whole system down to do whatever it was they needed to do, and left at about 11 pm after fixing it.

Thanks Baggs. The gas fitter has cut off the top of the long pipe leading directly to the outside drain, which seems to be frozen solid - leaving a small gap below the exit from the boiler pipe. He has advised me as you say to use hot water on that bit of pipe if it happens again. It was actually useful to have him come out as he has checked all the radiators and topped up the boiler as the pressure was getting low.

He also said they have several call-outs from people with BG contracts who haven't been able to get them to come..,.

Oh. Just read the rest of the thread

Try a hair dryer if you don't like the hot water idea.

He's already got here - the condensate pipe was blocked by ice. Just being fixed. Luckily had bought spare portable heater this morning so have had some heat in one room.

If you've had freezing conditions it could be that the condenser pipe from your boiler, which usually is white and outside the building, has frozen rather than that the boiler doesn't work. You can carefully pour hot water over your condenser pipe and see if that helps.

DD did this the other day so didn't need a boiler engineer.

And there's advice to the above effect on Twitter.

Just had a smarmy and useless reply from office of CEO. When I replied, guess what? They’ve all knocked off until Monday.

Nice work if you can get it..

humpty best of luck though you stand a better chance with a local chippy. Even if he can’t get out to you straight away at least he can be reached.

My boiler's also stopped working! - good job I'm not at work today so noticed; have rung local engineer so fingers (and everything else!) crossed..

Does that mean you’ve got heating going again hula? Hope so.

Got hold of one of managers who got engineer to come he as been, our pipe was lagged on the inside so water tip would not have worked so as removed lagging which was frozen solid we were told this wouldn't happen !! But they obviously do ! Glad you are sorted oldmeg keep warm ?

I've had similar trouble with BG in the past and won't have anything to do with them now.
We are better off not paying these expensive deals but just getting to know a friendly gas man locally.

OldMeg can you call a local plumber and send British Gas the bill as they have failed in their duty of care to you?

and I see you have tried this already OldMeg

Read the posts J but I was eager to impart my new bit of knowledge.

Please do not use boiling water, or even very hot water, as you run the risk of damaging the pipe.
Oh! That's what I thought he said - DH just said 'No, no, hottish water is what he said'

OldMeg

Check the condensate discharge which should be leading from your boiler to outside.

It could be frozen up and the boiler will stop working if the condensation cannot get away.
If one of you could go outside (carefully!) and check, if that is the problem then pour a kettle full of hot water over the pipe until it unfreezes and the ice comes away.

It's worth a try, a tip from our plumber yesterday. Ours hadn't stopped working but he had had six call-outs by 9.30 am yesterday and was rushed off his feet.
(Not British Gas)

They are talking about this on You and Yours on R4 right now.