Gransnet forums


AIBU to expect British Gas to honour its contract?

(87 Posts)
OldMeg Thu 01-Mar-18 21:19:47

Tonight at 7.30 pm our boiler broke down. It’s -3 outside and falling.

We have a Homecare agreement with British Gas plus our boiler is monitored 24/7 under a scheme we pay extra for.

So we rang the 24/7 ‘helpline’ (I use the term loosely) and it was engaged, and engaged and engaged. You could not use ringback on this number. I redialled and redialled and redialled.

Meanwhile DH was ringing other British Gas numbers and not getting through. After almost 2 hours we’ve given up. Apparently they are ‘very busy’ according to one answer machine he managed to access before the voice said to ‘ring back at a less busy time’ before cutting him off. 😬

So here we are two OAPs in our 70s in a freezing cold house. No heating and no hot water. Our kind neighbours have lent us a couple of electric heaters and we’ve dug out the hot water bottles.

So much for British Gas....and this time I DO SO HOPE that this thread gets picked up by the DM as .....I’m about to shout BRITISH GAS HOMECARE IS CRAP - with apologies to those who don’t like naughty words. 😡😡😡

sophiajones Wed 17-Oct-18 13:59:43

A few months ago, I have the same problem with British Gas. But I have made a call to British gas customer service for the help. They guided me very nicely and tell me each step very clearly.

If you want people on the end of the phone who take the time to listen, understand and have the skills to fix a problem then you need to go here

bikergran Wed 05-Sep-18 10:23:56

I have the foam thick pipe insulation round my outside condenser pipe (had new boiler in last September and it seems this is now regulation) you can do it yourself and secure it with the plastic twist tie thingies if thats any help for future use to anyone .

annodomini Wed 05-Sep-18 09:45:03

I suspect 'Alice Smith' IS British Gas!

OldMeg Wed 05-Sep-18 08:45:46

I thought she might! Miss Smith if you are still there please respond.

It does however confirm my belief that as a public forum we are being ‘watched’ Big Brother Style (1984 not TV) and even being infiltrated. Watch out! 🤨

Marydoll Wed 05-Sep-18 08:36:39

I suspect "Alice Smith" works for BG. Probably think we are all doddery old fools!

OldMeg Wed 05-Sep-18 08:35:06

Thank you Marydoll . Do you think it smacks of typical BG Customer Support perhaps? That is replying far too late and, as you said, in patronising manner!

Has Ms Alice Smith posted before on this forum?

Marydoll Wed 05-Sep-18 08:08:13

That is quite patronising, considering what you have posted upthread, Old Meg

OldMeg Wed 05-Sep-18 08:04:12

Had you bothered to read any of my posts upthread? Obviously not!

OldMeg Wed 05-Sep-18 08:02:01

Ha ha ha! Do you not think that was rather obviously the first approach 😳🤨😬🙄

alicesmith009 Wed 05-Sep-18 07:47:40

British Gas is one of the largest electricity and gas providers in the United Kingdom. If you are having a problem with your electricity, gas or have questions about your bill, you can call British Gas customer support number, send them an email, or chat with a customer service representative online. Find the British Gas contact details here

OldMeg Tue 13-Mar-18 10:56:51

You don’t read my posts do you. Wait a little while? Hours?.

Try this from their Facebook page.

In fact even the following morning phone calls to their 24/7 lines just cut out as soon as connected. Carry on thinking I’m making this up if it makes you and your relative feel better. And my boiler is serviced annually.

J52 Tue 13-Mar-18 10:02:40

The CEOs maybe do not, but I have a close relative who works for Centrica/ BG and the call outs are available 24/7.
In an extremely cold period, it really is simple maths,
In any particular area there may be 100 engineers, they might have to deal with 4000 call outs over a 24 hr period.
So some people might have to wait a little while.
I wonder how many people had breakdowns in their systems, but had never had the system serviced.

OldMeg Tue 13-Mar-18 08:47:25

They do not work 24/7 ..... and the cold snap was predicted and hardly ‘exceptional’

annsixty Tue 13-Mar-18 08:36:01

I had an e-mail a couple of weeks ago to say our annual service was due.
I went online at the end of last week, first available date... May the 4th.

J52 Tue 13-Mar-18 07:58:53

Were having a completely new system installed by BG. They matched the smaller companies quotes and absolutely guaranteed the price with no hidden extras. We have previously used them in other properties and found them an excellent workforce to have in the house, polite and very tidy!
Fortunately we’ve never had a problem with BG for our central heating, electricity or drains cover.
They do work 24/7 and have called them out in the night to a couple of leaks.
The cold snap was exceptional.

Jalima1108 Tue 06-Mar-18 12:12:55

An annual boiler service used to cost us about £80 with a private firm; I am not sure about call out charges as we had not had an emergency occur with our very old boiler for many years. I don't think we spent anywhere near £300 pa over the years since we cancelled the BG contract (it was less than £200 when we left I think) even though we had new thermostat, a couple of radiators, thermostats on radiators etc.
We've now spent thousands on new boiler etc and I doubt this will last as long as the old one.

OldMeg Tue 06-Mar-18 12:07:05

That’s a very good idea humpty

humptydumpty Mon 05-Mar-18 16:35:29

oldmeg maybe the thing to do on a trial basis is put the annual subscription to BG into a savings account instead - I suspect you'll end up with cash left over.

OldMeg Sat 03-Mar-18 16:42:45

silverlining I think you’re talking about energy providers not gas heating engineers. I too am with Bulb for my gas and electricity supplies (latter is 100% from renewables) but my Home Care Agreement (£300) is (was) with British Gas 🤗

GrandmaMoira Sat 03-Mar-18 16:16:04

Years ago I paid an annual service to British Gas but their service was abysmal. It was nothing to do with bad weather. An emergency call meant a 48 hour wait for a visit, then they rebooked for another 2 or 3 days to actually do the work. I left them as soon as I was able to use another provider. They were also awful about refunding overpayments.

MamaCaz Sat 03-Mar-18 15:18:53

My OH has helped a neighbour to thaw a frozen pipe today. Unfortunately it burst while they were doing it. The water has got into the electrics, blowing fuses, and is even coming out of the smoke detector two floors down.
I don't know who she is insured with, but guess what automated message she got when she tried to phone them: Closed due to bad weather.
You couldn't make it up!

Jalima1108 Sat 03-Mar-18 15:16:54

sorry - paid for a BG contract for years and only had to call them out twice over about 20 years so it cost rather a lot.

Jalima1108 Sat 03-Mar-18 15:15:29

We paid for years OldMeg because DH was working away but then decided to use a local boiler maintenance company who came out to service our boiler once a year and were also available for emergencies.
We didn't have cause to use them for an emergency, thank goodness, but sometimes local people are better (and cheaper).

I hope our new boiler proves as reliable as the old one but I have my doubts.

silverlining48 Sat 03-Mar-18 15:11:13

We have been with British Gas for ever but have just changed to bulb for both gas and electricity which apparently saves us quite a lot. We get. £50 credit as does our daughter who recommended bulb. (Where do they get these strange names from).
My mum had a bgas contract and when her boiler was older they refused to look at it and were pushing her to buy a new one. She refused, and the boiler carried on and outlived her.

Elrel Sat 03-Mar-18 14:54:01

Finally managed to get through on a BG line. Boiler still dripping, bucket still on kitchen counter.
Engineer coming out - on Tuesday 13th March. This is to a 'vulnerable' customer with a HomeCare contract.

Suggestions for a more reliable energy provider welcome!