Anger as British Gas prepayment customers struggle to top up


British Gas told us that there was a technical problem between 4 p.m. and 10 p.m. yesterday (Thursday 27 February), which meant that customers were unable to access its online services. As a result, prepayment customers could not recharge their meters through its app or online.

He said in-store top-ups at Payzone terminals and post office branches were not affected, and people could still top-up over the phone – although users had to wait a long time for their calls to be answered. , and a few people have reported difficulty recharging in stores.

The provider has now confirmed that the issue has been fixed, and prepayment users should be able to top up using their app or website normally.

The technical issue follows the provider’s controversial decision to replace its in-store prepayment recharge service with PayPoint to Payzone on January 1, 2020, leaving customers around 15,000 fewer places to recharge. He has also come under criticism for increasing the minimum recharge from £ 1 to £ 5, although he has since overturned that decision.

Regulator Ofgem is currently reviewing British Gas’ handling of PayPoint’s move to Payzone, saying it has asked the supplier “to explain its decisions and analyze the impact these actions would have on customers.” It will then consider whether it has taken the appropriate measures to identify and manage the main risks.

“Absolutely disgusted with your service”

We saw dozens of complaints from British Gas customers having problems yesterday. Here are some examples:


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