[Rebecca001]

Had an upgrade 3 nearly 4 weeks ago and ever since my app hasn’t been communicating with my meters. It can go days without updating my balance then when it does update, it doesn’t give me days remaining. Anyone else had this issue and know a fix? I’ve spoken to customer service countless times and all I’m being told is tech team are working on it but nothing seems to get resolved. I’m left not knowing how much I have unless I go out and check the actual meter which defeats the whole purpose. Thank you

[JoyG]

@Rebecca001

hi Rebecca, I seem to be having the same issue as you, I havnt contact Utilita about it as yet, as to be honest I’m hoping they’ll sort it out, so hopefully like you’ve been told…the tech team are working on it 🤞 I dread contacting anyone about these things as I’m not the slightest bit techy and get panicky when they give me instructions, if you get the issue sorted or any more info will you let me know please. Thanks Joy.

[PeteC]

Hi Rebecca

Thanks for getting in touch. The easiest way to get these kind of issues resolved is to give our Customer Service team a call - they're experts in being able to troubleshoot these issues, and will be able to get the right level of support for you. Customer services can be contacted on 0330 333 7442 8am to 8pm Monday to Friday and 8am to 5pm Saturday.

Many thanks,
Pete

[Tracy01]

Hi im having the same problem since the smets1 update 2/3 weeks ago i keep trying to transfare from my gas on the app but no info but can do it from electric to gas nothing on gas only how much is there but not telling me how many days i have left and it keeps saying its unavailible and estimated but i can top my gas up its not doing much for my mentle health its driving me crazy not being able to transfare between apps any help would be very greatfull many thanks its a joke

[Rebecca001]

@PeteC I have been on the phone to them countless times for 2 weeks and nothing is ever done.

[PeteC]

Originally Posted by Rebecca001

@PeteC I have been on the phone to them countless times for 2 weeks and nothing is ever done.

Hi @Rebecca001

Thanks for your reply - I'm sorry to hear this.

If you would like to Direct Message me with some details (Account number if possible, but if not your full name, address and post code), I can take a look at this in more detail for you.

Many thanks,
Pete

[Rebecca001]

@PeteC thank you I’ve messaged you

[MOTHERHEN322]

Same here can't seem to top up my meter.

[Karensmith]

Same here
electrics working fine but gas no dater at all.just paid to top up but no matter what I do it’s just not going on my meeter

[halfpenny11]

I am having same problem. On 30th june 25 the days remaing disapeared. Replace by a circle with an arrow in it that doesnt do anything. I have rang customer service nearly every day since. I wait an average of 40 mins in the queue thats after getting through the 17 options in the menu. Then sometimes i get cut off. Often i get told to uninstall and reinstall the app. Somtime told to wait 24 hours somtimes wait 48 hours. Been told app team is working on it and will fix it remotely but it never gets fixed. Been told my issue had been escalated but still it doesnt get fixed. Been told its with the complaints team but they dont fix it. I talk to a different person mostly from south africa or kenya but nothing gets fixed. I got told the feature has gone since they did an upgrade but also told it willbe fixed in 24 hours. Who is the owner of utilita may be i need to send a document about this to the company owner?