[Robberto]

Funny how the agents say real time info isn't possible on the app yet the Geo app works in real time. Starting to think your app is only any good for top ups. Its not even warning me about low credit any more.

[KM1967]

I opened this thread ages ago. For others that have added to the thread, though the Utilitia people on the community are I'm sure well meaning, they dont have any "clout", their reports are no different to you telling an agent in telephone or chat. I am an IT consultant - I know how this generally works.

Unfortunately this issue will never be fixed properly, as I don't beleive any software engineer has ever truly looked at it. It is highly likely an issue in the app. It'll be what's known in the trade as an edge case, corner case, and is "difficult to reproduce". There will be a low priority JIRA /defect open somewhere. Likely the software for the app is outsourced, and Utilitia just take what they are given.

Long and short, its not costing Utilita money, impacting a relatively small number of people. So is not a high priority defect. The low priority defects almost never get fixed unless it is trivial and requires almost zero engineering effort.

My own smart display is now completely disconnected, never worked properly, and now I am told I need a new comms hub (4th one!). That will be installed on 27th July, hopefully, and then I'll revisit this issue, but for now I don't expect it to work.

[KM1967]

@KM1967

" I am told I need a new comms hub (4th one!). That will be installed on 27th July,"

and guy didn't show up.

They then offer me a appointmnent on 27th September.

Its funny, in email confirming visits there's the semi-threatening

"You may be charged a £30 fee if our engineer arrives at your home and they're not provided with access to your meter".

I wonder if that works both ways?

This is taken from the series "how to lose customers".

[PeteC]

Hi @KM1967

Thanks for your post - I have already DM'ed you with some more information about the cancellation - I'm really sorry to hear this has happened, and I can completely understand your frustration!

I'm waiting on our Field Services team coming back to me with a date that's a bit more suitable than what's been offered, and I'll drop you a further message, once I've heard back.

Many thanks
Pete