[Rebecca]

We know from your recent feedback that some of you have had problems when trying to POWER UP, with error messages stopping things from working as expected.

We have an update from Andrew, My Utilita Service Delivery Group Manager:



"Fixing this is one of our top priorities, and we’re working hard to solve it as quickly as possible over the next month.

We’ve also been working hard to fix a problem where the My Utilita Usage screen displayed energy usage in kWh, but didn’t always display the cost in pounds and pence.

The issue has been sorted for most customers. A few people are still having this problem, but we’re working to fully resolve it in the month ahead – we'll keep you updated!"

So as Andrew has mentioned above, we will keep you posted within this thread in the comments as soon as there are any updates on these fixes 😊

In the meantime, please reach out if you have any questions. You can reply in the thread comments below, or message me directly using the link in my signature.

[Rebecca]

Update:

We have now successfully deployed a solution for resolving the error issue with Power Ups.

This went live last Tuesday, and we’ve been monitoring it to ensure it has done what we hoped it would - and we are pleased to say it has.

Additionally, we have also made it so that if an future internal error occurs, we still raise a customer enquiry for it to be resolved, but we do not prohibit you from having a Power Up.

[stj2006]

@Rebecca Hi, I have just received a txt msg to say that I had two power ups early this year 23/1/26 and 2/2/26 and that you made an error and are nowgoing to try and charge me for them... that's great but I didn't get them they failed. I have the mesgs to say they both failed in my inbox then I also have made a normal top up a short while after being refused.

Whats the score, I can't afford you taking 35% for each future topup for nothing received initially.

Please get this sorted so I don't get unessecarily charged, looks like your "fix" has broke again.

Thank you kindly

[Rebecca]

Sorry to hear this! Can you drop me a direct mail using the link in my signature with your customer reference number, so I can pop this over to the tech team to investigate?

Thanks,
Rebecca