I moved to a new home a couple of months ago. There was a smart meter installed but the display was broken: the touch screen never worked and the device constantly went off-line until one day it just gave up trying to connect, meanwhile constantly beeping. I chatted with a BG customer service person to see if the issue could be resolved. He was completely clueless: he asked me several times to wait while he double-checked information and consulted with colleagues. Initially they refused to do anything because they claimed the device had been installed more than 12 months previously (fact that I could not verify because I've only moved there 2 months ago) and that if I wanted to get it fixed I had to pay for a trader to do it, or I could have the smart meters removed at the cost of £139 for the electric one and £125 for the gas one. After more argie-bargie, they agreed that, because I was a new house owner, they would replace it. The first slot available was one month down the line, which was not ideal but I accepted. A couple of days later I received an email from BG saying that my appointment was cancelled because I did not qualify for a replacement. They asked me to call them if I had issues with that. Unfortunately I'm on a fixed tariff, so I'd have to pay to quit them now, but will definitely do so as soon as feasible and never look back! They are a arrogant bunch. Avoid!