[JuliePhillips]

I have electric & gas with Utilita. My gas supply is normal, but my in-home display says "prepayment - this does not apply to your gas supply". (That's what it says on the screen that should say the amount of gas that's on my meter)
when I looked on the app i was even more confused because it doesnt show gas anymore! Only electricity!
is this a temporary glitch?

[PeteC]

Hi @JuliePhillips

Thanks for your post. I've had a look into your account, as you've messaged before, and I can see that your gas is no longer supplied by Utilita as of yesterday - so in this instance I'd recommend giving us a call if this shouldn't be the case.

If you've not requested your gas to switch away from us, this is what is known as an "erroneous transfer" - where someone has accidentally requested that your supply switches. It's quite common, and a very easy fix - all you need to do is give us a call, we'll get in touch with the new supplier and get it changed back. I'll drop you a DM with some further information. Rest assured, if the switch was in error, you won't be left off supply, either by ourselves or the new supplier.

Many thanks
Pete

[JuliePhillips]

@PeteC
oh I think I know what's happened.
A week or so ago I had a salesman at my door...1 of those companies that compares all the energy market & switches you. So I agreed to switch my elec/gas to Scottish Power...even though i 100% knew I'd cancel the move.
utilita phoned me on the 15th (a sorry your leaving call), but I told them I did not want to leave utilita, so a note would go on my account.
I sent a cancellation email to Scottish Power yesterday (before I noticed my gas was missing) & my cancellation form is in the post to them.
Today i noticed my in-home display says i have lots of gas credit, even though i should be on emergency gas credit. (See 1st screenshot)
When I checked my emails today I found an email from Utilita. (See 2nd, 3rd & 4th screenshot)
it seems my gas supply has either been moved to Scottish Power or I'm back with Utilita...either way it seems I'm on a different payment method!
I should be buying credit & it going on my smart meter.
I'm so confused!