[luked]

Hi Utilita Community!

We’ve seen a few posts about experiencing some issues with the MyUtilita app and we wanted to share a few things with you.

We've been transitioning many of our customers from an older smart meter software to the latest version over the past few months. Anyone effected would have received notification of this change. This migration is designed to improve reliability, functionality, and long-term support by linking smart meters to a national network. As with any large-scale system update, a few temporary issues have arisen but we're working hard to get these resolved as soon as possible.

You can find some common issues we're aware of and some useful pointers on how to manage them below.

Common Issues You Might See:

• Missing balance displays (showing kWh only for energy use)
• Push notifications not being sent for Low balances
• Incorrect estimated days left (usually showing as 89 days)

We've been working hard behind the scenes, and many such issues have been fixed for our affected customers already. We've recently fixed an issue that was interrupting the transfer of credit between meters or savings. Our technical teams are actively investigating any new app-related issues and working to ensure a continued smooth transition. In the meantime, there are some steps you can take if your app is affected.

What You Can Do

• Check for Updates: Make sure your Utilita app is up to date.
  
• Ensure your phone OS is up to date and running the current firmware
  
• Link your GEO in-home device to your wifi if you have one
  
• Allow 1 week for the problem to resolve: Many issues resolve automatically as the migration completes
  
• Use Live Chat: If the issue persists, contact our support team via Live Chat for direct assistance.

It's important to note that smart meters will sometimes lose signal temporarily and so you may sometimes have missing or delayed meter readings. This is completely normal and will typically resolve automatically once a signal is reestablished. Your app may estimate your balance from your expected energy use since the most recent reading we received. This is also normal and will still provide a very good view of your energy use.

Customers with a GEO in-home device attached to their home wifi will always have up-to the minute balances from their meters and so we always recommend attaching your in-home device to your wifi if possible.

Thank you for reading!

Kind regards,
Luke

[Alysonukuk2003]

@lukedthis also charges you for the privilege it mite not use alot of electricity but over time it adds up not only that but in the past it to dose now show the right readings and I'm not prepared to attach it to my Internet we are being monitored enough don't you think

[luked]

@Alysonukuk2003 Good Morning,
I understand your point. While the device may not use a significant amount of electricity, even small amounts can add up over time, especially when you're keeping a close eye on your energy costs.
If you're concerned that your meter isn’t displaying accurate readings, please don’t hesitate to contact me directly with your full name and account number. I’ll be happy to investigate this further for you.
Best regards
luke

[Alysonukuk2003]

@luked can you answer me this please I was outall day and wen I came home around 4:30 pm I did not tune any thing on not even my Internet router but I didn't even put my tv on till 8pm in the evening and there was a massive spike in klws and nits saying that it used over 2klws and I can't see how much that has cost me as the app has stoped showing alot of people just how much this is costing according to me app I have spent £5 in three days but I was not in and wen I go out the only thing left on is my very small fridge can you please tell me why this is and please don't insult me buy saying I must have left something on like I said £5 in 3 days mite not mean alot to you but itdose to me

[Dean]

Hi @Alysonukuk2003 Thanks for reaching out.

Just to let you know, Luke is currently off and will respond to any direct messages tomorrow.

In the meantime, as the community is not a dedicated Customer service platform if you're concerned about your energy usage or need urgent support, we recommend calling Utilita directly on 0330 333 7442. and our customer service team can look into your account in detail and help clarify any unexpected spikes.

Also, regarding your In-Home Display (IHD)—when connected to Wi-Fi, it doesn’t collect any additional data. The connection simply helps the device respond more quickly and display updates more smoothly and whilst we recommend this it is completely optional.

We understand how important it is to track spending accurately, especially when you're being mindful of usage.

Thanks again for your message, and Luke will be in touch tomorrow.

Regards Dean