Today our meter run out and my partner suffering with COVID had misplaced the key. The electricity went out at 11:15. Was told at first that i needed to locate a local shop to supply a new key fob. My sister in law spent 2 hours to no avail so I contact them back to explain. They then agreed to send out an engineer to change to a smart meter and as a priority customer was told 3 hours. 3 hours went by and no engineer. Called them back. Told the call had been cancelled as there was a COVID case at the address. ( bare in mind I explained the electrical cabinet is outside the front of the property and requires no person from inside the house to come into contact). Then told they had re booked and would be 3 hours. 3 hours go by. Chase again and told the engineer will be 30 minutes by a rather ride customer service agent. 1 hour goes by and chased. Told “Victor” is at the address ( I had been sitting at the front up stairs window for 2 hours and hadn’t seen a single van ). Then told “Victor” can’t find the address. I live on a street of around 60 houses to which ours, Number 1 is rather easy to find. Then told he will call me as can’t find the address. 20 minutes later no phone call. Called back to be addressed by an extremely rude agent telling me to wait he will be there soon. I explain multiple times that 20 minutes ago this “Victor” says he’s outside the property and your telling me he will be there by 10pm. The roads 100yds long. A snail could find this house in that time. Then after spending 15 minutes arguing with me he then explains that “Victor” was not happy doing the job because of Covid but had been to the property. Again lies. Then got placed on hold whilst being told they again can’t do anything. I have 4 young children and a fresh food delivery all experience electricity. I then get a call whilst on hold from the same number so I answer. All of a sudden I get a call from the office in the UK as their supervisor has asked them to call. I am assuming as I had threatened to take action they thought they’d try sweeten me up. They still were unable to offer any solution other than we will book you an appointment for tomorrow morning but can’t guarantee a time. So a priority customer due to having young children has been let down. Nothing but lies and deceit all day. Wasted time, lost income , a days lost education for my children, now no food in the house other than bread that’s edible. On the last call they said if I found a key they can give me a code. I wasn’t told to keep trying this earlier but this gentleman thought at 21:45 it be a good time to tell me to try looking further afield. Why they couldn’t of told me that earlier and told me no engineer was coming I could of sorted what should of been a simple solution. So sister in law out of bed, an hour round trip to another town and we have power. Got to be by far the worst company I have ever dealt with. The lies, the deceit, the clear lack of care of a young family in need.