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I've arranged a meter exchange, why hasn't the engineer arrived?


So A man from northern gas network came this morning and capped my gas pipe, the previous tenant had rigged the gas and took off the meter, the man from northern gas then tells me to ring ovo (boost) my gas provider to get an engineer out to fit a meter, i do this and I get told the engineer will be here before half 12, half 12 comes I ring again and get told the engineer is on his way so I say no problem, 8 calls later been hung up on twice the engineer still has not arrived, I get told at 2.30pm that someone will be there by half 4 so i say ok, Half 4 comes still no engineer so I ring and am on hold for 30mins to then be told the company who was sending the engineer is now closed, Ive had no gas supply for 4 days now and I am not happy, is this usual for ovo (boost)? Is there anything I can do about it?
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Best answer by Eva_Boost 5 November 2018, 14:30

Updated 05/03/2020

First things first, @coxonnn, if you're off supply you'll need to give our Customer Care team a call ASAP. They're available on 0330 102 7517, Monday-Friday 8am-8pm and Saturday 9am-5pm.

It sounds like an emergency meter exchange was arranged for you, the engineers will try to get to you in 4 hours - however, there are certain things outside of the engineers' control that could affect this time frame. For example, if there's traffic on the roads or if other emergencies come up that need to be prioritised.

If your emergency meter exchange was booked outside of our normal hours, the time frame for an engineer visit is 24 hours.

As @mattj3135 mention, this isn't normal for us and we'd be happy to check if your eligible for a compensation payment. Just send us a message on Facebook or Twitter, you'll need to confirm your full name, DoB and full address.

If you don't use social media, just send our Customer Care team an email on hello@boostpower.co.uk.

Eva

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21 replies

Userlevel 7
Badge +1
hi @coxonnn sorry to hear of the nightmare youve had, this really isnt normal for boost!

can i ask you please reach out to the boost customer care team via Facebook Twitter (private messaging); email or phone explain what you've said here and one of the lovely social media team can help aid getting this resolved asap for you.

Given the missed appointment the folks at customer care can arrange for the £30 compensation payment for the missed appointment is sent to you asap.

hope this is resolved for you soon!
Userlevel 4
Badge +1

Updated 05/03/2020

First things first, @coxonnn, if you're off supply you'll need to give our Customer Care team a call ASAP. They're available on 0330 102 7517, Monday-Friday 8am-8pm and Saturday 9am-5pm.

It sounds like an emergency meter exchange was arranged for you, the engineers will try to get to you in 4 hours - however, there are certain things outside of the engineers' control that could affect this time frame. For example, if there's traffic on the roads or if other emergencies come up that need to be prioritised.

If your emergency meter exchange was booked outside of our normal hours, the time frame for an engineer visit is 24 hours.

As @mattj3135 mention, this isn't normal for us and we'd be happy to check if your eligible for a compensation payment. Just send us a message on Facebook or Twitter, you'll need to confirm your full name, DoB and full address.

If you don't use social media, just send our Customer Care team an email on hello@boostpower.co.uk.

Eva

My engineer was meant to be here for a emergency meter exchange between 2 and 6 no engineer turned up my partner cancelled work to stay in waiting the worst thing is i have a 5mnth old son who because of the incompetence left us with no gas all night and no cooking facilities i am extremly angry with how as we are a priority when a situation like this occurs there is noone to contact to get this resolved after a certain time
Userlevel 5
Badge +1
This really isn't good to hear, @Zohra-zee. I'm sorry that our engineer didn't turn up for the apppointment. If you'd like us to look into what happened here, I'd recommend messaging the team on Facebook with your account number, full name and DoB.

If you're still off supply, it's important you call the team as soon as possible on 0330 102 7517. Our opening hours are:
8am-6pm Monday-Fridays
9am-1pm Saturdays

Thanks
Hi i have rang boost and spoke to someonw reguarding this the gas has now been sorted and i do not have facebook
Glad to hear this has been sorted for you @Zohra-zee
my meter stopped working last night and I couldn’t top up, so called this morning and was told an engineer would come between 12 and 3 as I have 2 autistic children. Called again at 4.15 and was put on hold for 20 minutes, then informed an engineer would be with me within an hour and a half, after this time had exceeded I called the customer number and you are closed! I am self employed and have had to cancel appointments that I had already rearranged from this morning and to add insult to injury, the £15 I topped up my card with will have to be claimed back!
its nearly 7 o clock and I don’t even know what time your engineers work until, so what am I meant to do? I am so angry
Userlevel 5
Badge +1
Hi @Emrorad,

I hope this has been resolved for you now. If not, you can find more information above. If you're off supply you'll need to give our Customer Care team a call ASAP. They're available on 0330 102 7517, Monday-Friday 8am-6pm and Saturday 9am-1pm.

Thanks
My gas was disconnected on Saturday; I had no idea about the emergency credit cut-off situation, and didn't top-up in time.
I called up Boost at 8am this morning, and the man I spoke to assured me that someone would be out by 11am this morning to reconnect my home to the gas supply.
One hour late, and I'm still waiting! I've had no phone call to say they're running late and I cannot get through to anyone via phone. I had one email just after the first phone call confirming the appointment and that's it.

Can someone please tell me when/if I'm ever going to get this fixed?!
Userlevel 4
Badge +1
Sorry to hear the engineer hasn't arrived yet, @Rize.

An engineer can be delayed for many reasons, the main one being traffic.

Rest assured an engineer will be with you soon, we'd be happy to see if we can get an ETA from them just reach out to us on Facebook with your name, DoB, full address and email.
I don't use FB or any other social media. I have an appointment this afternoon I need to keep or reschedule ASAP, and I don't know what to do as being able to cook and have access to hot water is also pivotal!
Currently on hold for 15minutes whilst someone 'finds out what is going on'. .. Not sure whether this is a step forward or not.
Userlevel 4
Badge +1
Hi again @Rize!

I'm hoping to hear that your appointment went ahead after yesterday's chase up?

Usually, if an appointment is missed/cancelled the engineer should contact you to let you know, and then plan to reschedule for the next working day around 8am!

Let me know how you got on!

Cheers,
Userlevel 1
I had a no show smart meter fitting again today, 5th time, no notice I am fuming
Userlevel 4
Badge +1
Hi @Jhill19,

I've moved your topic to this existing one as it basically answers what needs to be done with a missed appointment.

Please have a look at @Eva_Boost's best answer above and look at reaching out to us for possible compensation and re-booking an appointment.

Hope this gets sorted for you!

Cheers

only found out today that im with boost for my gas supply but have been using my british gas card to top up my meter when needed. Spoke to customer services and explained and she promised me that an engineer would be at my home between 19:24- 22:24pm, im still waiting and have no gas and i have 5 children and also pregnant with no heating or hot water. 

Userlevel 6
Badge +2

I’m so sorry to hear this, @kimmie36 - hope it was sorted?

 

For future reference, calling is the best option for emergency situations like this: 0330 102 7517 

Been waiting for engeneer since 7 to put my gas on and no one has been its freezing and have a little girl 

Userlevel 3
Badge +1

I’m really sorry to heat this, @Staveywatson, our emergency team aim to get out to your within 4 hours, I’m hoping this has now all been resolved. 

If you need any further help, please give our team a call. Our Customer Care number is: 0330 102 7517 - they're available Monday-Friday 8am-6pm and Saturday 9am-1pm. The team take emergency off supply calls between 6pm-8pm on weekdays. 

Boost

 

I am very angry. I transferred over to you on 4 March but could not top up as my account had not been activated. After several phone calls to you, of which most were cut off as soon as you answered, I was informed that until my account was activated within 2/3 days that you would put my accounts on credit and my supply of gas and electric would not go off. This evening about 6.30pm my gas supply was went off so I had no heating no hot water and could not cook. I called you regarding this and You then informed me that you could not get any readings from my gas meter and my meter was faulty and an engineer would be with me within 4 hours between 7.45pm and 11.45pm this evening and the engineer has not arrived.

 

I have sat up till this time for nothing after informing the boost that I had an emergency operation a couple of weeks ago and this surgery has caused a serious liver problem and I have to go back into hospital in the morning for possibly another emergency operation.

 

I was promised faithfully that the engineer would be with me to change my meter within the 4 hour timeframe especially with my medical issue.

 

What has really annoyed me is you have no emergency out of hours number and there is no contact number for the engineer for me call to see if he is even going to arrive and I have received no phone call from the engineer to say if he is going to arrive. It is now twenty past midnight and still no engineer.

 

I cannot be expected to sit up until the early hours in anticipation that the engineer might arrive but in the same breath I dont want to be charged if he decides to arrive at 1am 2am 3am and I dont hear him. If I am not going to be informed that the engineer is not going to arrive within the given timeframe I cannot be expected to be charged if he arrives after this time and I have had to go to bed.

 

This is not a very good start as a returning customer I live on the coast about a 5 minute walk from the sea so the wind coming off the sea makes my house freezing with no heating. This is totally un acceptable I cannot be expected to go without a gas supply through no fault of my own because the engineer couldn't be bothered to arrive as promised to fix a faulty meter you originally installed.

 

Userlevel 5
Badge

Hey @Carolinej, I can completely understand your frustration here.

 

If the engineer arrive outside of the agreed window, you wouldn’t get charged if you can’t let them in at the time. You’ve only agreed to the 4 hour timeslot, so we wouldn’t expect you to be available after that.

 

I’d check our the best answer here, by @Eva_Boost for more info on what to do.

Updated 05/03/2020

First things first, @coxonnn, if you're off supply you'll need to give our Customer Care team a call ASAP. They're available on 0330 102 7517, Monday-Friday 8am-8pm and Saturday 9am-5pm.

It sounds like an emergency meter exchange was arranged for you, the engineers will try to get to you in 4 hours - however, there are certain things outside of the engineers' control that could affect this time frame. For example, if there's traffic on the roads or if other emergencies come up that need to be prioritised.

If your emergency meter exchange was booked outside of our normal hours, the time frame for an engineer visit is 24 hours.

As @mattj3135 mention, this isn't normal for us and we'd be happy to check if your eligible for a compensation payment. Just send us a message on Facebook or Twitter, you'll need to confirm your full name, DoB and full address.

If you don't use social media, just send our Customer Care team an email on hello@boostpower.co.uk.

Eva

 

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