A family-of-four was left "high and dry" when they went a whole five days without hot water.
Mandy Bonser's family were left in the cold due to a delay in British Gas sending an engineer to fix their situation.
The 51-year-old, from Nottingham, has been with British Gas for years and is a Homeowner customer - meaning she pays £28 every month for extra supply on her boiler and central heating, among other utilities.
But the part-time NHS worker said her experience with the company has been "really frustrating" as she was "passed from pillar to post" while desperately trying to get them to send someone who could restore her supply.
Mrs Bonser, who also has a 10-month-old grandson living with her, said it was only when she complained that the company finally heeded her repeated requests for help.
She told NottinghamshireLive the ordeal started when she reported the carbon monoxide detector was sounding at her home in The Meadows on Saturday, February 27.
After speaking to emergency services she was advised to notify Cadent, who sent out an engineer to investigate and, as procedure by law, turn off the gas supply.
No leak was discovered, but Mrs Bonser was informed she would need to contact her provider, British Gas, to restore the supply.
"I rang several different numbers for British Gas at the weekend, only to be told they are closed and open Monday to Friday, 8am to 5pm," Mrs Bonser said.
"I used their live chat where I spoke to four different people; all told me they could book an engineer for Saturday before 6pm, then said it would be Sunday before 6pm - but nobody turned up.
"I explained it was an emergency as my 10-month-old grandson lives here, too, but they told me not to worry."
Eventually, Mrs Bonser was able to speak to another person who said the earliest she could get an engineer out was Thursday, March 4.
Otherwise, she could pay to have a registered gas engineer come out and British Gas could reimburse the cost.
Mrs Bonser said: "I replied that I haven't got that kind of money and told them I am a Homecare customer with your company so what do I pay my monthly insurance for?
"I had to accept the Thursday appointment and give my bank details for the £99 excess fee.
"I feel I've been left high and dry by British Gas.
"They tell people they care about their customers but from my experience all they care about is taking your money and not delivering the product you pay for.
"I've also written a formal complaint and emailed them."
After contacting Nottinghamshire Live, and enquiries being made, Mrs Bonser was informed on Wednesday an engineer could come out to her address that day.
"They've still left us for five days without heating, hot water, or gas for cooking. It was only when I complained they reacted," Mrs Bonser said.
"It's been very frustrating and we were passed from pillar to post, left thinking someone would come out.
"It was not easy to find a number to call and when you pay regularly, you expect it to get sorted, especially as it was urgent.
"They are a big company and it shouldn't have taken this long to come out and restore the gas."
Mrs Bonser's daughter, Chelsey Bonser, 25, who lives with her parents, said: "My son Braydon is 10 months old and he wakes up so much in the night.
"When I went to check on him, he felt cold and so I have had to co-sleep with him which isn't really safe but there is no other choice.
"I think it's important other people know - it's not about getting compensation. British Gas should have been here straightaway and they only responded when it looked like bad publicity."
A spokesperson for British Gas said in a statement to The Mirroe: ‘‘We’ve spoken to Mrs Bonser and we’re really sorry we’ve let her down.
"An engineer reconnected her supply and made sure everything was safe on Wednesday morning.
"We’ve offered a goodwill gesture which we’re pleased that she has accepted.’’
