Against the conventional wisdom to shop around for new energy supplier every year I have stayed with Octopus since November 2021 as my gratitude for picking me up when my then energy supplier Avro went bust. Over the years I have paid whatever price they charged me without question. I have never bothered their customer service either until October of 2024 when my gas meter box from which I take monthly gas meter readings went dead. As they are responsible for maintaining gas meter, I contacted them on 13/10/2024 and even sent video evidence that they demanded. Since then I have sent numerous emails to customer service and their person named Katie kept replying a number of times that the case has been escalated and as soon as there is someone in my area available they will contact me. I live not in rural area but in Colchester, a city by itself and also in close proximity to many cities including London. I cannot understand why a company with nearly £ 500 million assets cannot find a person in my area to fix a simple problem. Katie keeps saying that they are getting meter readings from the smart reader, ignoring my reasoning that I as a customer also want to read the meter from my end to give me a sense of control. It sounds and looks as if my customer's right does not matter to them and they have total disregard of their duty to maintain the gas meter. Octopus boast about their good customer service. May be it is true for new and short term customers only. As a loyal and long term customer I feel as if they are treating me as dirt, the customer who will stay on whatever way they treat. It's a shame that I cannot give them zero star. W. Aung Customer account no. A- 62335219