Access to www.britishgas.co.uk was denied

I wish people would not ignore me. 
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SMARTY said

Thank you for reaching out! Please avoid attaching any sensitive legal or ID documents (such as passport photos, driver’s licenses, bank cards, or power of attorney documents) in this chat. This helps us ensure compliance with data protection laws.

11:44 AM

SMARTY said

Please confirm if you're already a customer so we can direct you to the right team.

11:44 AM

SMARTY · 11:44 AM

You said

Yes, I'm a Customer

11:44 AM

You · 11:44 AM

SMARTY said

Please enter your email address.

11:44 AM

SMARTY · 11:44 AM

You said

baXXXXX@XXXXpe.com

11:44 AM

You · 11:44 AM

SMARTY said

Now enter your SMARTY phone number (e.g. 447XXXXXXXXX)

11:44 AM

SMARTY · 11:44 AM

You said

079XXXXXXXX

11:44 AM

You · 11:44 AM

SMARTY said

Thanks for sharing your details! Let us know why you're getting in touch so we can help 👇

11:44 AM

SMARTY · 11:44 AM

You said

speak to agent about banned ip address

11:44 AM

You · 11:44 AM

SMARTY said

I think you want to enable or disable adult content, is that correct? 🔞

11:44 AM

SMARTY · 11:44 AM

You said

no

11:45 AM

You · 11:45 AM

SMARTY said

Oops, I didn’t get that. Mind rephrasing or giving me a bit more detail? Tell me again what you would like to do.

11:45 AM

SMARTY · 11:45 AM

You said

Talk about network or my connection

11:45 AM

You · 11:45 AM

SMARTY said

What would you like to do?

11:45 AM

SMARTY · 11:45 AM

You said

Problems with data or can't use internet

11:45 AM

You · 11:45 AM

SMARTY said

Most issues with data or internet can be resolved by restarting your device. We know this is the basics, but you'd be surprised at how often it resolves these type of issues! 😎 Check out this article to try some of our handy tips to get you back online.

11:45 AM

SMARTY · 11:45 AM

You said

I need more support

11:45 AM

You · 11:45 AM

SMARTY said

Check the status of the network in your area here. If you do find there is a fault or maintenance taking place in your area, click here for more info. If you still need help after checking, come back to this window within 2 minutes, or start a new chat anytime.

11:45 AM

SMARTY · 11:45 AM

You said

I need more support

11:45 AM

You · 11:45 AM

SMARTY said

Please provide us with your device make and model 📱

11:45 AM

SMARTY · 11:45 AM

You said

speak to agent

11:45 AM

You · 11:45 AM

SMARTY said

Great! We'll pass you over to one of our Customer Care Experts. 👍 Note: We are a messaging service and not a live chat, meaning our responses are not always immediate and you can reply when it suits you. If we don’t hear back within 5 minutes of our reply, the chat will close to keep things running smoothly. Don’t worry - you can pick up where you left off within 72 hours if you don’t clear the conversation!

11:45 AM

SMARTY · 11:45 AM

You said

I need to raise a complaint as advised : https://community.smarty.co.uk/discussions/general/access-to-www-britishgas-co-uk-was-denied/61256

11:45 AM

You · 11:45 AM

Business said

Hey there! Thanks for getting in touch with SMARTY! You're chatting with Zaiba. I understand you're facing issues with data. My apologies for the inconvenience caused. I'll look into this for you.

11:45 AM

11:45 AM

You said

Hi Zaiba

11:46 AM

You · 11:46 AM

Business said

To ensure I'm fully on the same page, can you tell me a bit more about what happened?

11:46 AM

11:46 AM

You said

I cannot access my energy supplier website to add energy funds for my home. Every time I am banned by IP. Not me though, YOU. ie Smarty IP ranges. Some work, some are banned. Now I find I am also banned from MOT CHECK Site run by UK Government too. As soon as I connect via another internet provider on my other phone, all works fine.

11:49 AM

You said

So, your company needs to have a chat with other relevant companies so that normal people can access normal services as they are needed. This is not a unique problem to me, many others are facing it.

11:50 AM

You · 11:50 AM

Business said

I completely understand your concern.

11:53 AM

Business said

Can you please share the details of the IP which you're unable to have access to?

11:54 AM

Business said

Hi there! Are we still connected?

11:59 AM

11:59 AM

You said

https://community.smarty.co.uk/discussions/general/access-to-www-britishgas-co-uk-was-denied/61256

12:02 PM

You said

read the page

12:02 PM

You said

all the info is there. the issue obviously needs raising as a coplaint so it can be escalated. I have no more information that is useful to add

12:03 PM

You · 12:03 PM

Business said

SMARTY have strong filters in place to protect underage persons from accessing potentially explicit content on the internet. The BBFC Mobile Classification Framework enables Mobile Operators to restrict access to commercial content that is deemed unsuitable for people under the age of 18. If a site is blocked, it’s because it’s deemed inappropriate for users under the age of 18. https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.bbfc.co.uk%2Fabout-classification%2Fmobile-content%2Fframework&data=05%7C01%7CCasey.StPierre%40three.co.uk%7C9f956429740240202a6308da3a639a1d%7Ca095b75b77a24e28afc227edd1d6b0ab%7C1%7C0%7C637886496697538053%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=%2FRwS4bn%2FOJ%2FIJIZmqZ%2BjCYZsiyCpb6%2FzyvlgdxB0Cfs%3D&reserved=0

12:04 PM

12:04 PM

You said

and that is 100% irrelevant.

12:04 PM

You said

i feel you are ignoring me, leading you to post that.

12:04 PM

You said

You said you completely understand my concern but have posted about adult content on an issue that is 100% nothing to do with adult content EX EXPLAINED.

12:05 PM

You · 12:05 PM

Business said

It's not only about adult content but also about inappropriate, however I understand that you've also mentioned that the websites you're trying to have access is needed, hence I will get this escalated for you. To help you get this sorted and to access your account, please can you confirm the following details associated with your account:                                                                                   - Full name   - Date of Birth  - Email address - The email you've shared in above chat is not registered on your number, you still have 1 attempt to answer the right email. - Postcode  - Amount of last payment made to SMARTY

12:08 PM

12:08 PM

You said

st^&%*&^%$^*le@gmail.com also my name 3X XX XX XXX XXX £XX

12:10 PM

You said

if you read the link to your forum that I showed you, you would have known this is nothing to do with adult or inappropriate issues.

12:10 PM

You · 12:10 PM

Business said

Thanks, please share your name as well?

12:10 PM

12:10 PM

You said

ffs read what I wrote

12:11 PM

You said

i'm going now. i hate being ignored.

12:11 PM

You · 12:11 PM

Business said

I want to work with you to sort this out, please can you refrain from using abusive language. If not, I will end this interaction. Also I understand you've shared your email and mentioned that is your name as well, however to verify your account we cannot take that as your answer for your name, can you please share your first and last name as registered with us?

12:12 PM

12:12 PM

You said

I am going now. threatening me was a big mistake.

12:13 PM

You · 12:13 PM · Sent

Business said

I'm really sorry if your feel that way, please understand that I'm here to help you.

12:14 PM

Business said

Hi there! Are we still connected?

12:19 PM

Business said

It’s been a while since your last message, so I’m going to pause this chat for now. Don’t worry, your chat will stay open, and you can pick up where you left off whenever you’re ready by replying here. If you have any questions or need support, you can visit our Help Centre or chat with other SMARTY users in our Community. We’re available every day from 8am to 8pm. ⚠️ Important: Pressing the delete button will close and clear this conversation. If you’d like to continue later, please keep this window open. You can still browse other tabs while your chat stays active in the background.

12:23 PM

12:23 PM

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Resume conversation by sending a new message

December 23, 2025 12:23 PM

11:45 AM

Your conversation has ended Resume conversation by sending a new message December 23, 2025 12:23 PM71b5fbdeabda2a246c3bfc18c26f6612

Dear Smarty : seriously, your chat employee did NOT read the content posted and created frustration. I do NOT work for your company, I am a paying customer. I can walk away and say nothing. But no, I realise sitting here GIVING AWAY MY FREE TIME TO YOUR COMPANY to help solve an issue that is affecting many customers, can help them. Now I won't be giving my free time to help anyone on this issue. Fix your company. Your employee didnt even state they are escalating the issue or not. 

And one more thing : when I am logged in to the website securely, I should NOT need to then be typing out a whole DNA identity information list to satisfy security questions.  

As a goodwill gesture, I expect a free month as thank you for bringing these issues and failures to your attention, because I do NOT get paid by you, I pay you

I just found my IP is banned from gov check my mot site too. Although I have recently been doing a lot of checks on potential car buys for my sister. I will send a complaint. THis is getting annoying now. 

I think that you will need to raise this as a complaint because Smarty do not necessarily monitor all the posts on here.

I couldn't make it work without a VPN either.