[Amandajaw]

My smart meter has not had a signal for a week. I’m on payg meter . I haven’t been able to top up since 31 st oct. I’ve had 3 call
outs and been told they can’t fix it . Network supply say it’s Utilita’s problem. I’ve sat in for days on end waiting for engineers. I booked one from 8.30 am. He arrived at 10.00pm. Said he needed network power support and 10 minutes later drove off without letting me know.

[Asha]

Hi @Amandajaw,

I am very sorry to hear about the inconvenience and frustration this situation has caused, especially after multiple engineer appointments and the time you have spent waiting for visits.


Having reviewed the engineer's notes, the meter exchange could not be completed because there was no safe access to the required fuse equipment. While you were advised that the building's main supply could be switched off, our engineers are not permitted to work on 400-volt equipment. To carry out the work safely, access would be required to all 16 properties within the building so that each consumer unit could be isolated and the necessary Martindale safety tests completed before any work could proceed.
The engineer also noted that there is no network signal available in the meter location, which may be contributing to the communication issues affecting your smart meter.

We understand how disappointing this outcome is, particularly given the number of appointments and the delays you have experienced. We are currently discussing the case to determine the most appropriate next steps and to ensure the issue is resolved as quickly as possible.
Thank you for bringing this to our attention and for your patience while we work towards a solution.

Kind regards,
Ash

[Amandajaw]

This is the first time in a week I’ve had a proper answer. I am a vulnerable customer and main worry is having no gas and electricity. I can’t top up manually or online . All the meters are in the basement on one fuse. I have no idea when my supply will turn off. Which worries me me