[Heidihi09]

Website is a utter joke. I have been trying to contact someone for weeks now. I have asked to power up several times and can't (no my meters don't have a debt) also my app doesn't show the correct amount of credit I have when I go in and check, it's like they are running hours behind. Live chat hasn't been working for weeks now and nobody gets back to you if you email and we'll try and phone and your left on hold for hours!!! Think I am going to move on, yet I have been a loyal customer for years.

[Dean]

Hi @Heidihi09


Thank you for sharing this, I’m really sorry you’ve had such a frustrating experience, especially after being a loyal customer for so many years. You should never be left feeling stuck or unheard, and I completely understand why this has been so upsetting.


Just to explain how the Utilita app works: the credit shown updates each time your meter sends us a reading. Most of the time this is close to real‑time, but if the signal drops or the meter hasn’t communicated recently, the app can appear a little behind until the next update comes through. I know how confusing that can feel when you’re trying to keep track of your balance.


Regarding contact, our phone lines currently aren’t experiencing long wait times, so you should be able to get through much quicker than before. If you’d prefer to speak to someone directly, you can call us on 0345 207 2000.


It’s also important to mention that the Community isn’t a direct customer service platform, but I’ve sent you a direct message so I can look into your Power Up issues and the email you’ve been waiting on. I’ll make sure this gets checked properly so you’re not left chasing it on your own.


Regards Dean