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Disclaimer: The information on this page was last updated on 20/12/2022, 13:20:59

Getting in touch with your energy company isn’t always the easiest task. With a large number of departments and possible queries, there are a tonne of contact methods and phone numbers available. Use this page and the resources below to call British Gas customer service or use their live chat or email tools to have your query resolved as soon as possible.

Give a meter reading

British Gas has a number of different ways that you can submit a meter reading. Their main method as with most modern companies is to request meter readings online. You can do this through your online portal or by setting up a new account if you are moving into a new house.

If you would like to speak to a human, you can still call British Gas customer service directly and submit your meter readings over the phone.

Below you can see the available methods of contacting British Gas to give your meter readings, both online and over the phone:

Method	Number/link
Customer Service	0333 202 9802
Online (for you)	Click here to be redirected
Online (for someone else)	Click here to be redirected
Online for new home	Click here to be redirected
Via the app	Download the app
Via WhatsApp	Start new chat

My British Gas smart meter isn't working

Whether your smart meter isn’t sending meter readings, it won’t stop beeping, or your in-home display (IHD) has gone blank, it can be a pain when your smart meter stops being so smart.

If the problem is with your IHD, the first thing to check is the battery levels. If it’s not plugged in, your IHD has roughly 4 hours worth of battery life, so it’s usually easier to keep it plugged in so you don’t encounter this problem.

If you have an older smart meter (SMETS1) and you’ve recently switched to British Gas, it may be that your smart meter has reverted to ‘dumb mode’. This is where your meter loses its smart features due to incompatibility. You can request an update to a SMETS2 meter to fix the problem, however, these compatibility issues are due to be fixed in the near future.

If neither of these are the problem, you should contact British Gas through their live chat service or by calling 0333 202 9816. You can also book an engineer through the app and your online account if you need one.

Get a new top up key/card

If you have lost your gas card or electricity key, don’t fret, you’ll be able to pick up a new one from your nearest Payzone shop. Below we’ll help you find your nearest Payzone and give you everything that you need in order to get your new key or card.

Electricity key

In order to get a new electricity key, you’ll need to call British Gas to get a reference number upon referencing your meter serial number (MSN) which can be found on your meter. Follow the below steps and you’ll have your new key in no time:

1. Contact the British Gas customer service team
2. Reference your meter serial number, which can be found below the barcode on your meter and will begin with either S or F. If you can’t find your MSN, then the team will help you out.
3. They will give you a reference number that is to be given to your local Payzone
4. Wait at least 30 minutes for your electricity key to be prepared
5. Go to your local Payzone and collect your new key

You can get in touch with British Gas using any of the following methods to receive your reference code:

• Call customer service – 0333 202 9802
• Via WhatsApp – click here

Gas card

Getting your new gas card should be free of charge, but depending on your local store they may charge you a small fee. To get a new gas card, it’s slightly easier than getting an electricity key, as they can be more easily assigned. There are some added steps, however, in the case that there’s an error with the meter.

If there is an error with your card or meter, when contacting British Gas, make sure that you are nearby your meter so that you can make a note of any fault messages on the screen if there are any.

In order to get your new gas card, follow the below steps:

1. Go to your local Payzone and request a new British Gas gas card
2. Do not top the card up until you have activated your card, which means leaving it inserted into your meter for 1 minute
3. Top up and use your new gas card as normal

Talk about my bill(s)

If you’d like to call British Gas regarding a recent bill or making changes to your account, you’re in the right place. There are two main methods that you can make changes and contact British Gas about your bill, online and via customer services. Here’s a list of the tasks that you can complete without having to talk to anyone on your online account:

What can I do online?

• Check your current tariff
• Change your email address
• Change your name
• Change your marketing preferences
• Check your British Gas rewards
• View your past bills

If you’d like to access your British Gas online account you can click the button below or click here to find out more about your British Gas account.

Access online account

What can I do over the phone?

• Find out about recent charges
• Manage your direct debit
• Anything else regarding your bills
• Call British Gas on telephone number 0333 202 9816

I’m moving into a new house

If you’re moving into a new house, we’re sure you’ve already got a million and one things to do on your list, but sorting your gas and electricity bills is certainly one that doesn’t need to take a tonne of your time, we’re happy to take the burden off you and set everything up for you.

When you move into a new home, you need to make sure that you’ve done the following:

• Take a final meter reading in your old property
• Call the provider from your old property to cancel your contract, giving them your final meter reading, too
• Take an opening meter reading in your new property
• Give the opening meter reading to the existing supplier in the property
• Sign up to a new tariff in your new home
• Put the kettle on, and relax!

If you’re moving in or moving out, you can call British gas on 0333 202 9816 to get your opening/closing meter readings in place.

I want to switch provider or tariff

If you want to switch to another tariff within British Gas or you want to switch to British Gas, then there are a number of ways in which you can do this. Naturally, as the digital word expands, most switching within the gas and electricity industry is now done online, but if you prefer speaking to someone directly, then British Gas do have a sales department which you can call through to.

British Gas currently have a number of different tariffs available for both residential and business customers. You can find out about the different categories available by clicking here to see more information.

You can get in touch with British Gas to switch or upgrade your tariff using the following methods:

Method	Number/link
Switch online	Get a quote now
Over the phone	0333 202 9802
Compare all prices	020 3992 7717

I want to report a power cut

Each region of the UK has its own gas and electricity distribution network operators (DNOs).

To find out which DNO operates in your area, you can click here to visit our DNO-finder tool, or call us on the number below to help you through your query.

020 3992 7717

I want to apply for the Warm Home Discount

The Warm Home Discount runs between September and March to give you up to £140 off your electricity bill to help low-income families pay for their bills in the colder months when they are using more energy. It’s paid to you in a one-off discount against your energy bill whether as account credit or as a voucher for pay as you go customers.

Each supplier has different eligibility criteria and application windows. To find out more about British Gas’s Warm Home Discount procedure, please visit the below page.

If you’d like to apply for the Warm Home Discount, there’s a dedicated application form that you can see below:

Apply for the Warm Home Discount

My query wasn’t listed

For all other queries, you can call British Gas on 0333 202 9802

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