I have been a loyal customer for over 45 years yet pay for service at a higher level than a new customer. Needed a repair visit and had to wait three weeks. The day before I get a call cancelling the visit because they have no engineer available in the area and offered a visit nearly three weeks later. Six weeks in all. Even then a new part will probably be needed so yet further delay. Totally unacceptable. The person who called me was difficult to understand his accent and had the wrong idea about the problem even though I had spelled it out in detail when booking on line. All these cuddly "we will look after you " ads on TV are so much bunkum. I have had a reply from Maria at BG telling me they only reschedule if there's an emergency. Thats not what they told me when they phoned to cancel. It was they had no engineers available. Anyway that's not the point, which is as the cancellation was their fault I should get a priority reschedule not another 18 days as if it was a new service request. (which shouldn't be that long anyway)