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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to have a massive moan

37 replies

sobeyondthehills · 08/01/2020 13:20

We have gas and electric top up cards and are with British Gas. On the 1st January they changed their provider from paypoint to payzone.

We assumed there might be some teething problems so topped up in our local shop on the 31st.

Our problem now, is our local post office is saying they don't do the top up, the 2 nearest stores are saying the system is down for British Gas , the next nearest store has shut down, there are no providers between home and my partners work. I have mental health problems so really cannot go all around the county trying to find someone, anyone who might be able to top up.

I can't have a smart meter or change provider at the moment. I have been onto British gas, via twitter, facebook, phone and their website as we are now on emergency for both gas and electric and seem to be unable to top up anywhere.

If anyone has any other suggestions I could try I would be grateful

OP posts:
ohprettybaby · 08/01/2020 13:22

Is google not your friend?

Taddda · 08/01/2020 13:27

You seemed to have tried everything, you dont want to change provider (the only thing I was going to suggest until I got ti the end of your thread Hmm)....Google or phone British Gas until you get the answer you need??

Original poster
sobeyondthehills · 08/01/2020 13:31

@ohprettybaby yes it has been very unhelpful, as have British Gas, which I did mention

@Taddda its not that I don't want to change provider, I can't as I have a debt with BG which I have been paying off, another few months and its not going to be a problem to switch, but that doesn't help me at the minute.

British gas have just informed me I need to go to the post office or one of the local stores. I feel like I am going round and round in circles with them

OP posts:
Taddda · 08/01/2020 13:47

Who told you you cant change provider with a debt? British gas?

Aderyn19 · 08/01/2020 13:52

Call consumer advice? I don't think utility companies are allowed to just cut off your supply if you have children. I'm not certain but iirc there's some kind of emergency top up they can do for you.

Strangerthingshere · 08/01/2020 13:55

Why dont you Google a list of the closest shops after the ones you have already tried, and then phone them? That way it isn't a wasted journey and you'll know exactly where to go in future.

MitziK · 08/01/2020 13:57

there are no providers between home and my partners work

Well, he's going to have to find one in the opposite direction then, isn't he?

Original poster
sobeyondthehills · 08/01/2020 13:57

@Taddda, well they did as well, but I double checked on the Ofgem website as well.

@Aderyn19 I am in the emergency now. I have my fingers crossed that when I do the school run, one of the local shops will have their system up and running

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MitziK · 08/01/2020 14:01

Actually, I'm being unfair there. Seems that there has been a phenomenal fuck up by BG and Payzone.

There is mention of being able to top up online using an app, however, so could that be a possibility?

Taddda · 08/01/2020 14:08

If you have children under 5, or certain health conditions, you are entitled to a 'priority status'- but you just need to find somewhere to top up?
I'd Google local payzones/newsagents/post offices etc and make a few phone calls- if they cant their bound to have had British gas customers in so would be likely to direct you in the right way?

(You can change providers with a debt, they dont advise it, but go on compare the market and look for your best deal- British Gas are THE most expensive pre payment company!)

Fizzorgin · 08/01/2020 14:09

BG have royally fucked up the migration to payzone from paypoint - we only found out from trying to top up when we were told our usual shop couldn't do it. I phoned round to 10 stores to find somewhere who could - 15 miles away (so a 30 mile round trip).

The BG Facebook page has gone nuts and their customer services have gone right down the toilet they can't keep up especially given all they keep saying is 'here's the link to the list of payzone locations'. It's absolutely fucking appalling.

Original poster
sobeyondthehills · 08/01/2020 14:40

@Strangerthingshere I have phoned a few of them that we know we can get to (we dont have a car) but they are saying the same thing.

@MitziK I will have a look for the app, thank you for that, doesn't help that BG are saying I have to top up at a shop, so I am not sure if that is because I don't (cant) have a smart meter

@Taddda, I dont qualify, but have been phoning round

@Fizzorgin I have been watching both the facebook page and twitter and its a shitstorm and its not helped by that damn link, which (in my case) doesn't show some stores which do, do it and other stores that I know have shut down. Although just typing this, there is another store I walk past on the school run I didn't check, so that is another one I can try

OP posts:
PureAlchemy · 08/01/2020 14:50

This sounds very annoying for you, I hope you find somewhere to top up soon.

Our local Co-op has a sign up saying that you can’t top up British Gas there anymore (I think they’ve got a Paypoint system there), and their sign is telling people to go to the Post Office and top up there.

Are their any local post offices apart from your nearest one that you could call and ask if they do it?

Somemore · 08/01/2020 15:30

I don't have any useful suggestions but wanted to send some sympathy! It seems BG have really fucked up and it's too cold for this nonsense. I hope they do something today, it's ridiculous!

Frothybothie · 08/01/2020 15:34

call Citry energy a not for profit social enterprise charity who help people with engery problems 0800 221 8089. they advocate for people with debt, getting it reduced if possible. debt plans, advice and hand holding.

Original poster
sobeyondthehills · 08/01/2020 16:02

@PureAlchemy my partner is going to double check the post office nearest him, otherwise the next closest is a 40 minute walk or a £7 bus journey.

@somemore its alright down here, I am just hoping there is no cold snap,

@Frothybothie thank you so much, I will call them tomorrow

And just finished going in and out of all the shops they either do paypoint or the payzone system is down, but payzone are telling me its not. I am going to run to the post office as payzone and BG are telling me my one do, do it and I shall sit there till they give me some electric (which is the main thing I am worried about)

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jessycake · 08/01/2020 16:08

Fortunately I don't pay that way , but I looked it up in my area and all of them are fairly inconvenient , it a shocking way to treat often the most vulnerable customers

Original poster
sobeyondthehills · 08/01/2020 16:25

@jessycake it would be alright for us if I could use either the post office or the shops which are saying they could do it (one I walk right past on the school run)

I know that for many other people its been made almost impossible, some people on twitter have said they cant top up on certain days or times and having done my quick survey, I have 6 places to top up using paypoint and one which is payzone on the school run

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MistyCloud · 08/01/2020 16:27

@sobeyondthehills

I am sorry you're having troubles, but I don't know what to suggest as there really isn't anything you can do, apart from switching providers or changing to credit meters. (OR going somewhere else/somewhere further for your top ups.)

I am surprised to hear your local post office doesn't do it. I thought all the post offices did payzone........

We also have prepayment meters for both gas and electric. We didn't choose them, we moved into our new home (some 7 years back,) and they were there.

We meant to get then changed, but by the time we had sorted the house move and unpacking, and getting rid of loads of shit (because we downsized to a place half the size,) we had got used to them, and quite liked them because we felt in control.

And oddly, our bills are less. Maybe because we are more aware/careful as we can see the top-up amount going down!

Anyway, I am blathering on here sorry!!!

Yeah, so we put a decent amount on each key in mid December, and went to top up our 2 keys yesterday, at the little store where usually top it up - around 4 miles from us in our little market town.

The lady serving said 'sorry we don't do it now!' And out of the other 3 places that do it (within 5 miles,) only ONE still does it! (And that is the post office.)

So if THEY stop, we will have to go to the next nearest town (some 12 miles away.) I will be pissed off, as I don't wanna change to credit meters now. I know not everyone likes prepayment meters, but we really prefer them now.

Is this some sly, underhand way of trying to get people to change to SMART METERS or something? Hmm I will NEVER switch to a smart meter by choice.

YANBU OP, because there was NO warning at all.

Suze1621 · 08/01/2020 16:36

This is nothing to do with smart meters. Apparently Paypoint have lost the contract for British Gas top ups and Payzone have been awarded it instead. Communication about this from British Gas has been very poor. We were informed by local shop before christmas and so could top up a bit extra. Nearest Payzone shop is currently 40 minutes walk from home.

MistyCloud · 08/01/2020 16:49

Well that's a relief @Suze1621

I don't wanna be forced into a bloody smart meter!!! Hmm

As you (and some others have said,) it's very annoying that there was no warning. Hopefully the post office don't lose the contract and change anything, because I will have to do a 25 mile round-trip to top up else.

I can plan it, so I only do it once a month, but not everyone can afford to fork out a MONTH'S worth of gas and electric at a time. I mean, we aren't loaded, but can probably do that... Some people are far worse off, and wouldn't be able to do it.

Kannet · 08/01/2020 17:06

Just out of interest. What's the problem with smart meters. A few of you seem to hate them

MistyCloud · 08/01/2020 17:09

@Kannet Just google 'smart meter problems uk' ...

The list is so vast that I would be sitting here til midnight listing them all.......

Original poster
sobeyondthehills · 08/01/2020 17:13

@MistyCloud we cant have a smart meter because we are further than 5 meters away from our actual meter, so all it is forcing us to do is change suppliers and if PP are right then I can do it sooner than I thought, which would be fantastic. My partner has also just rung me and confirmed that not only does the post office near his work not do it, nor does the main post office in town.

This means that the nearest place we can top up in 3 miles away from our flat, while this might not seem far, without a car, its over an hour walk one way in the complete opposite direction that either of us go. Its really fucked up and both British Gas and Payzone are just parroting the whole look at this damn map.

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Original poster
sobeyondthehills · 08/01/2020 17:14

@Kannet I would have one in heartbeat if I could, but where I am and where my meters are its impossible.

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