We have been paying Bg for an annual Homecare agreement for a number of years. Last month we were away when our boiler developed a fault. This was discovered by our son who immediately contacted me. I then tried to arrange a call our under the Homecare agreement. The fault was discovered on Friday night I rang BG from New Zealand where we were at the time. Two attempts were made to arrange a visit each were both through an automated system that was unable to comprehend my information and which cut me off. I eventually got through to a human being only to be told that the first available slot was the following Monday between 12 and 6pm. to facilitate the appointment my son had to take a day off work with loss of earnings. On the day of the appointment the engineer finally arrived at 4.45pm which meant that my son did not really have to take a day off work and could easily have worked round the attendance problem. The engineer then inferred that the boiler had not been serviced recently [despite a service being supposedly conducted within the last three months by themselves. He also stated that the problem related to the motherboard which needed replacing but could not be done that day as he did not have one with him. An further appointment was made for the following day this time the engineer agreed to ring when he was on his way so that my son did not have to take a further day off work. When the engineer eventually arrived at gone 5pm the repair was carried out bu the system still failed to work. it was then decided the fault laid with the pump, which was replaced. When we returned home a week later we found that the heating system failed again. I contacted BG, but they could only send an engineer the following day between 8 and 1.00. The recommendation from BG was to put on more layers of clothes! The engineer arrived around 11am and so called fixed the problem which he though was to do with fan. The boiler keeps cutting out and the pressure drops. It has to be restarted manually. By now we had decided to get a new boiler but was assured that the boiler should last until the replacement has been made. That was Friday, when we got up on Saturday we found that the boiler had cut out again. I tried to arrange another visit only to find the the first available one was the following Monday. I did however managed to restart the boiler and had done so on a further five occasions. We have constantly check to ensure the boiler is still working and the pressure has been maintained. As a result of all the hassle we are now considering not renewing our annual contract. Through my dealings with BG it is increasingly obvious that they are increasingly putting shareholders before customers. There are not enough engineers to cover their services. Engineers appear to resolve the issues on the surface and do not delve into the causes.