[Pinkprincess]

Received a text saying my smart meter needs replacing to meet 'current compliance requirements'.
The text doesn't say which meter needs replacing, gas or electric?
I'm not having any issues with my meters nor am I aware of any that may affect them. I've had issues in the past which were resolved in the end and an appointment where no one bothered to turn up and the appointment was cancelled without me being told.
why would a meter need replacing to meet compliance requirements ? Do I need to guess or just keep my fingers crossed that somone turns up this time.

[NickC]

Hi @Pinkprincess

Really sorry to hear about the previous issues you've had with your smart meters and the missed appointments. Can I ask if you know when your meter was last replaced? Smart meters have a lifespan of 10 years and need to be replaced after this time has passed so this could be the compliance requirement.

Thanks,
Nick

[Pinkprincess]

@NickC, the gas meter has been replaced twice since 2020 both due to the battery going. The electric was replaced in 2023 I think as we had to get the electricity board out to do some work on the old meter due to the earth on it before it was replaced. As far as I'm aware the meters are smets 1 and I don't have a compatible in home display as I was sent one for smets 2 meters when the old one broke.
I know of the issues surrounding smets 1 and that they should be replaced with smets 2 but I don't see the point if I'm having no issues and an update has been done remotely.

[NickC]

Hi @Pinkprincess

Do you mind sending me a direct message and I'll have a look into your account and see if I can help further.

Thanks,
Nick

[HRich]

@Pinkprincess I have received the same text but it didn't say which meter needed replacing but to follow the link to book an engineer.

The text was from a short code which was shown as Utilita and stated my customer number in the text.

I booked a visit but still playing on my mind whether it was genuine I called utilita and they said they don't have any jobs booked on their system.

It seems like a genuine text, so either it's a good fake, or departments within utilita don't communicate.

I'm erring on the side of caution because I never received a confirmation text or email, only a confirmation which I screenshot on the webpage.

[Pinkprincess]

@HRich,
I used the link in the text and booked the 27th of October in the afternoon and have received proof of the appointment.
I then received another text yesterday asking me to confirm my appointment for 21st October in the morning. This date was offered to me by Nick through a dm on here but I declined as I'd already booked the 27th October.
I spoke to utilita via chat yesterday and I was told it was the 21st October that was booked and they have nothing on record for the 27th October.
I also called utilita and was told I would receive a call back with available dates and times, but never received a call.
This happened to me a couple of years ago too, where I'd booked an appointment only for the engineer to not turn up. The appointment I booked was mysteriosly booked by utilita for a different date to the one I had confirmed and rearranged without my knowledge.
I am now without an appointment and can't book another as I'm disabled and my husband needs to book time off work as I can't access the meters as they're in the cellar.
Utilita do what they want, when they want and don't care about their customers or the service they provide. I've had no end of issues over the years and I've even complained but nothing ever gets done and they can't even give a reasonable explanation for their actions.

[HRich]

@Pinkprincess that's awful and hope you can get it sorted soon. Did utilita tell you what meter it is, gas or electric? Or why it needs changing?

Mine was booked for today and if genuine, no one has turned up, but is a relief if not genuine.

My daughter is with Octopus and she's really happy with them and gets great customer service from them too. Maybe it's a supplier to consider