[Claire79]

Is anybody having trouble getting through on the telephone or live chat I have been on hold for 45 mins now and live chat 30 mins.

[Kellyboatgirl]

Yep- I'm on 4 hours of their hold music this week. Total nightmare for some reason. I'm not even getting email response.

[Claire79]

It’s unbelievable, I have topped up through the app today said payment unsuccessful but money has still come out of my account, which happened 2 weeks ago aswell, so I went to shop and topped up and my gas supply still will not come on 🙄

[Claire79]

Still sitting without gas supply absolutely freezing spent nearly 2hrs on the phone to not to her through! I have topped up £27 today for gas, now my electric is gonna of as I’m having to use my electric fire

[Rebecca]

@Claire79 Hello! Sorry to hear your gas top-up from the shop did not go on. Have you checked out our 'Help and Support' page? There is so much helpful content on there, including 'How to restore your supply' and 'How to Manually Enter your top-up'.

Really sorry to hear that you are struggling to get through via the telephone. As the weeks get colder, our contact center naturally tends to get busier, which is why we have set things up like this customer to customer community help one another and share answers to each others questions.

Have you managed to get any answers to your failed top-up via the app yet?