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Hi, I'm Cosmo - your virtual assistant.

Using a few short words, how can I help you today?

Meter says off and does not allow top up

Need help with your top up? I can get you to the right page.

Help me with my top up

I'm struggling to pay my energy
Help me with something else

Need an engineer urgently

Do you or anyone in your household need extra help with a disability, chronic
illness, a medical reason which relies on heat or electricity or are you finding it
hard to pay your bills?

Yes
No

Yes

Okay - I just need a few details from you…

Can I get your first name, please?

Juliana

Great - thanks. And your last name, please?

Pereira

Thanks. And are you the account holder?

Yes
 No
Transferred to British Gas Energy
You have been transferred to British Gas as your supplier has stopped trading.

No

You're now in the queue. A member of our team will be with you shortly.

Cosmo has left the chat

You are being transferred, please hold...

Thanks for waiting.

Agent Saniya enters chat

Good Morning, you’re speaking to Saniya and I’m a prepayment specialist here
at British Gas home energy.

Thanks for waiting while I got up to speed. I can see you’re here about top-up
which I can help you with today. Thanks for entering your details earlier,
please can you confirm your email address?

Can you please send someone urgently to fix our meter. Since yesterday, no gas
for heating or cooking

anderson_snogueira@hotmail.com

I am sorry to hear that.

This happens often and we need someone here.

Can please help me with the account number?

It is impossible to speak to someone, what number should I call? People pick

up the phone and hang up since yesterday.

Don't know the account number

The address is flat 7, gatestone court, central hill, se191bj

Under the name of Anderson Nogueira, my husband

Do you want me to go ahead and move in, will be that okay?

I don't understand your question

Move in with what?

I will activate your account.

If it is to send someone over here to fix it as soon as possible, yes, please.

Sure.

What number can we contact in the meantime? We need to speak to a person.

Your safety is important to us. Is there anyone in your home who would be at
risk if there were problems with the gas or electricity supply such as a power
cut?

Risk of life no, but I am ill and have a kid. No gas since yesterday.

Can you please book someone and provide the information I asked before,
such a phone number to call?

Please refer to below link to contact us https://www.britishgas.co.uk/help-

and-support/contact-us

Thank you.

In the meantime, are you able to confirm someone is coming?

I will request you to please wait for 24 hours to update the details on the
system, Please contact us after 24 hours, here is your sale order number
2087589572
 No cannot wait 24h. To update what??

We have this all the time and we call, someone come. What is the issue?

The account has been activated. Here is your account number 851021490640
you will visit nearest pay zone to top-up.

Are you still connected with me?

Yes

Need an engineer here.

May I know, is the supply on or off?

It is off, why would I be here otherwise?

I will request you to please visit the nearest payzone to top-up o the meter.

Excuseme it is exactly what is not working.

You are not listening.

The meter is not accepting the top up

The account the has been set up now. I will request you to please try to top up
after sometime.

You are not listening. Nothis was wrong with the account. The issue is on the
meter. We need someone here to fix the meter and allow for the top up.

We always had an account. There was no need to set up anything.

I’m sorry you’ve had to deal with this, Anderson.

Are you still connected with me?

You are not sorry. You are not

 Don't need to be sorry, just send someone over

Once again. Meter is not accepting the top up. It happened several times in the
past. Need an engineer to fix it. Going on 2 days with no gas. This ridiculous.

*this is

I’m sorry that you’re not entirely happy with the service you've received. At
the end of this conversation, we can come back to this and discuss raising this
as a complaint. But in the meantime, let's see if we can work together to
resolve this today.

But you did nothing on this service. Only activated an account that didn't need
to be activated at all.

So how are you trying to help me?

The link provided does not have a phone number to call

May I know, the error no the message while top-up?

It says, as I said before, call help, OFF

Is your Gas meter accessible?

Yes

Please clean the card with a dry cloth and insert it in the meter. This may add
the payment.

Done that several times. We are not stupid.

Would not have the hassle of wasting time contacting you without trying
everything else before, especially when we have been theough it in the past.

I am sorry to hear. I will help with the smart meter installed.

What smart meter?

 We don't have one.

I need someone over here to fix the one we have. We need access to the
expensive enough gas

They are free to upgrade. You can take control of your energy consumption
and view your usage in pounds and pence on your SMART energy monitor.
you can top up online or on our app

That is great. But right now i need the one at home fixed

Stop using the ready text messages and confirm someone is coming. I am
chatting here wasting my time.

Sure.

As per the guidelines, there are mandatory question I will need to ask. Will be
that okay for you?

Guidelines of what? I have already answered questions

Our Smart Energy Expert needs a clear path to the meter(s) with no
obstructions, without this they may not be able to complete the meter
exchange(s) for you. Can you confirm we’ll have clear access to the meter(s) on
the day?

Oh my god!!!!!!!!

We are not discussing smart meter here

I have no gas nowww

Our Smart Energy Expert will upgrade your meter(s) to smart meter(s). If your
preference is for a non-smart meter, we'll try to fix your current meter. If this
isn't possible, we'll replace it. An additional fee will be applied to your
account/PAYGE meter Gas PP £179
 What are you talking about???

Are you joking with me?

We don't want a smart

No additional fee for anything

I am sorry to hear that. The smart meter is off free cost.

There is an issue in our meter now, we need access to gas now

Yes, the engineer will visit the property to exchange the meter.

Can you please send an engineer to fix it now or tell me the phone number i
need to call to have it sorted

No, i don't want to exchange the meter.

Do you want me to go ahead and book the appointment?

I need gas now.

Please ignore the above message, the meter will be updated with the smart
meyter.

The meter doesn't need to be exchanged, i don't want extra cost. I need
someone to come and fix the issue with the top up card..you are not reading.
Are you a robot???

You are chatting with human.

We're going to need to turn off your power supply for around two hours (1
hour per fuel or 2 hours for gas first customers), will anyone with mains
powered medical equipment be impacted?

Can you please confirm, the message, so I can go ahead and booked the
appointment for you?
 I need to speak to someone over the phone. No, power supply can be or need to
be disconnected.

You did not explain anything

I will book the appointment for the smart meter upward. The engineer will
visit the property and update the meter and the supply will go on, and you will
be able to top-up.

Are you still connected with me?

You are not listening.

I need a phone number to speak to someone now

We have no gas now

We don't want a smart meter

I will book the appointment for the smart meter upgrade. The engineer will
visit the property and update the meter and the supply will go on, and you will
be able to top up. Do you want me to go ahead and booked the appointment for
you?

Read my previous message

I’m going to be in another window working on this for you. This should only
take about 5 minutes and I’ll still be here if you need me. Is that okay?

Working on what? You did not explain anything

Explain now before i waste 5 more minutes

Thank you for waiting. I have made the change on the account, engineer will
not change the meter. Can go ahead and book the appointment for you?

What are you talking about?

What change into the account?

 And what the appointment is for? Is someone coming over today?

Yes. The engineer will arrive today.

Please