AS temperatures dropped below zero, British Gas left a York couple without gas for more than 48 hours.

Michael Snowden, 53, and his wife, Cynthia, 57, from Foxwood, Acomb, had a new gas meter installed on Friday, January 13.

Their new meter uses a pre-payment card, which has to be topped up with money at a supermarket or post office before they can receive any gas.

British Gas had written to Mrs Snowden, whose name is on the gas bill, to request the couple move from a debit card system, where you pay for gas after using it, to the pre-payment card system.

Mr Snowden said: "They phoned us up a few weeks and said my wife had been falling behind with the payments.

"Originally, British Gas had sent us a letter saying she should pay £7 a month. But when the gas went up a few months ago, they never wrote to tell her to start paying more, so she continued to pay £7. When it had built up, they asked us to move to a pre-payment because she'd fallen behind."

The couple's meter was pre-loaded with £10 of credit, so they would have gas until their new card arrived.

But it never did.

On Thursday, January 19, Mr Snowden telephoned British Gas to tell them he only had £1.65 credit on his meter. They told him to call back when his credit reached zero, he said.

When it hit zero on Saturday January 21, he telephoned again and was told an engineer would come out to wind on the meter, giving them more gas. The engineer never arrived. After further calls on the following Sunday and Monday, an engineer came at 4pm on the afternoon of Monday, January 23.

Mr Snowden said: "We had one small electric fire, but it doesn't give enough heat to heat up a mouse, never mind a family. I had to put my quilt covers on me to keep warm - I'm not very happy with British Gas."

British Gas spokeswoman Jo Whittaker said: "We're really sorry Mr Snowdon hasn't experienced the high level of service our customers normally receive. "Unfortunately, we rely on a third party to provide emergency credit on these sort of meters and they let us down on this occasion. They also issue the payment cards, but worryingly none have arrived at Mr Snowdon's home, which we're looking into.

"Another card has been issued and we will check that this arrives safely. We've apologised to Mr Snowdon and have offered him compensation. In the meantime, he has emergency credit to tide him over."

Updated: 11:22 Tuesday, January 31, 2006