[Barbara1965]

Hi
Every time I make a Gas top up, it's not showing on my meter. It can take nearly all day to sometimes appear and sometimes not at all. Even physically punching the codes at the gas meter outside isn't always successful either. I have no issue with the Electric top ups. I am a PAYG customer. I wasn't really happy about getting a smart meter in the first place but I was forced into it. This whole set up is anything but smart. I have contacted Utilita and am awaiting an engineer who is coming in a weeks time. This isn’t good enough!.

[PeteC]

Hi @Barbara1965

Thanks for your post.

I'm pleased to hear that you've spoken to our team, and that an engineer appointment has been booked for you. It sounds like there is an issue with the communications between your gas and electric meters - this is quite common.

The way our meters work is that your gas meter will connect to the electric meter, and the electric meter will then relay any information about both meters back to our system. If the communication between the gas and electric meter has poor signal - the gas meter could potentially be located in a position that makes this difficult - then the information won't get through to us to update correctly.

The engineer will be able to adjust the settings on your gas meter's communications hub to make the signal stronger, or he may be able to replace the communications hub on the electricity meter, to make the signal improve as well.

It's easily fixable in a lot of instances, but the engineer will absolutely be the best placed person to be able to fix it. I hope the appointment goes well!

Many thanks
Pete

[Barbara1965]

Ok thanks for that