[Mantis1955]

I’m a landlord and my tenant, who was using Utilita for gas & leccy, has recently left.
While doing a few renovations, I have been able to top up as I have the two cards. However I would like to access my balance but a couple of things have got me beat:

First, the meter/gadget thing. There’s no WiFi in the house atm and it is obviously trying to connect when I switch it on. However I can’t see any options to search for another network or even my phone network. The menu is greyed out. I even took it home to try my WiFi there but no luck.

Secondly, I have downloaded the app, and I have the account number, but it won’t let me register as I don’t have the correct email or date of birth.

I had thought I could solve this without having to phone. I tried the chat on Friday but it disconnected after I had waited about an hour.

[WilliamB]

Hi @Mantis1955

Thanks for your post. In regard to the IHD screen, even if there is no Wi-Fi in the property, it should still show balances if it is connected to the meters. If the meter is saying "Awaiting Data" or something similar, this more than likely means the IHD has lost connection to the meters and needs a re-bind. The IHD also would not work from a different property, as it needs to be within a certain distance of the meters to maintain connection.

Also, the app can take up to 24 hours after an account has been created to link up with the new account. This means that you wouldn't be able to register within this time period. This issue would manifest itself by saying certain parts of the account are incorrect for the first 24 hours.

If you send me a direct message, which you can find in my signature, I am happy to have a look into this for you.

Thanks,
William