Tens of thousands of homeowners paying for British Gas cover are unable to get an appointment.
The gas giant has cancelled all but essential jobs in the third national lockdown, including most boiler services.
It comes as thousands of engineers strike over pay and conditions. Union GMB claims more than 100,000 homes are waiting for a slot — but British Gas disputes this figure.
Service shutdown: British Gas has cancelled all but essential jobs in the third national lockdown, including most boiler services
Katie Bennett, 62, paid £34 a month for a HomeCare plan but when she called British Gas last month to fix her hob, the earliest availability was nearly three weeks later.
The day before her appointment Katie, a retired HR worker, received an email telling her the visit had been moved to March.
She says: 'It isn't acceptable. They are taking money and not providing the service.' Pam Rowles, 61, has been trying to get her boiler's annual service since August.
The retired legal secretary, who pays £21 a month for her HomeCare plan, was given an appointment for October, but this was moved to December after British Gas said it was too busy with urgent repairs.
No one came and the service was postponed. When an engineer did arrive, he said he could not remove the boiler cover as he didn't have the tools.
Pam was then told the firm was pausing all non-essential jobs.
However, after Money Mail contacted British Gas, it confirmed it would arrange a service for her before March and pay compensation for the missed appointment.
A British Gas spokesman says if a job cannot be completed within a contract period, the customer will be compensated.
He adds: 'We will attend all essential and vulnerable customer appointments.'