[Mshelly1968]

I have been trying since 9 am to resolve a meter problem. I even got a joiner in to resolve the problem off meter access after the first engineer refused the job. 6 phone calls later ( customer services hung up twice ) finally repaired the ticket and explained how I'd resolved everything to be told wait up to 3 hours . Hoorah but 4 hours later no engineer and got thru to be told no engineer was sent as I explained I have a medical exemption and don't wear a mask . I am utterly flabbergasted that this so called service treats there customers so badly .

[Dean]

Morning @Mshelly1968,

I am very sorry to hear about this,
May I ask what issue you are having with the meter exactly then perhaps myself or another member here may know the solution to resolve your issue.

In regards to engineer access if there is any obstruction to the meter and no direct access then our engineers would not be able to complete a job which is mentioned in the disclaimer before any engineer is sent out.

If you are requiring direct customer support or still require engineer assistance then then you will need to contact our customer service line on 0345 207 2000 or alternatively our website has a live chat option under our help page https://utilita.co.uk/help.

Kind Regards
Dean

[Mshelly1968]

Originally Posted by Mshelly1968

I have been trying since 9 am to resolve a meter problem. I even got a joiner in to resolve the problem off meter access after the first engineer refused the job. 6 phone calls later ( customer services hung up twice ) finally repaired the ticket and explained how I'd resolved everything to be told wait up to 3 hours . Hoorah but 4 hours later no engineer and got thru to be told no engineer was sent as I explained I have a medical exemption and don't wear a mask . I am utterly flabbergasted that this so called service treats there customers so badly .

New phone call to be told about my call at 1 o clock and spoken to like a child by customer services

[Mshelly1968]

@Dean the access problem was rectified within an hour and then after many more conversations and being assured an engineer would be sent out I eventually went to sleep at 11pm to then call again this morning . 3 job numbers later and 14 conversations I'm still waiting . 4 days without gas and I've now had to take 2 days off work 😫 . The conversation that broke me was where I was told I had a medical exemption and unable to wear a mask was the reason the engineer did not attend last night after previously being told I'd wait up to 3 hours for him .

[Dean]

Hi @Mshelly1968,

Once again I am sorry to hear about this bad experience, as such I have sent you a private message to discuss this experience more.

I would like to advise however that if any customer requires direct assistance such as an engineer visit we do have these avenues available as I put in my original response to receive that support.
The community is not managed by any customer support agents as this is not what it is designed for and is designed for member to member assistance or to socialise with other customers so we do encourage asking any questions.

Kind Regards,
Dean

[Mshelly1968]

I have called them Ince again at 8.45 thus morning and am still waiting 3 hours later for an engineer . Once again I have had to take a day if work at my own loss .