[AaleyahS]

Had smart meters connected just under a week ago and since then my in home display is not showing me electric balance, have attempted to try and get this sorted since they've been installed to no success, starting to get really annoyed as my app isn't showing my balances for either gas or electric

Any help would be highly appreciated

[Cat]

Hi @AaleyahS,

Firstly sorry you are having this issue. Do you know if you have the most up to date smart meters and is your display a Secure or GEO? It will say on the display which of these it is and a different process will be needed to fix this depending on which you have. Is gas showing on the display or is your property all electric? If you are all electric we could just be looking at a simple signalling issue which can dealt with by putting a booster in place.

Also with any new meter the app can take some time to update. It needs this time to familiarise itself with your usage and top up habits to accurately provide your balance. It also takes in to account the weather and time of year to determine if you might use more or less dependant on the weather conditions. Using this algorithm can take up to 3 weeks to accurately deliver data to you.

Cat

[AaleyahS]

@Cat
hi I have the geo, my display is only showing my gas balance and not the electric

[Cat]

Hi @AaleyahS,

This sounds like you will need the help of our specialist team to diagnose and resolve this issue. They can be contacted on 0330 128 9288 Mon - Fri 8am - 8pm Sat 8am - 5pm.

Cat

[AaleyahS]

@Cat that's fine but I've already spoken to them and they haven't been very helpful, I've also lodged 2 complaints via email and not had any response and can never get through to complaint team on the phone

[Cat]

Hi @AaleyahS,

I am sorry you have not managed to get this sorted so far. Please click here to private message me with your customer reference number and address and I will be happy to have complaints contact you to move this along.

Cat

[Emmalou89]

Hi,

I’ve had Utilita smart meters for a few months now, today my in home display meter screen went black suddenly, I unplugged it, removed batteries, reinserted them and plugged it back in and it still won’t come on. Any ideas what’s happened?