[vicsterb38]

My app says I’m in credit but my meter states I’m in emergency credit

[Rebecca]

@vicsterb38 Hello there! 😀

The app is not always 100% accurate, it does disclaim that it's based on as accurate smart meter mirroring as possible, but there will be times where the app is slightly off - for example just after you top up it can be delayed. This is because it gets used to your top-up habits and usage algorithms etc. Did you top-up vert recently?

Thanks,
Rebecca

[vicsterb38]

@Rebecca I put £7 on Wednesday checked meter an hour later and it still hadn’t appeared. I then checked it yesterday morning before I went out at had to put the emergency on as didn’t have time to top up. I record when I got home and it was still on emergency credit. Checked again this morning and meter still in emergency but my app is now saying I am in credit … I should be in credit but I’m not

[Rebecca]

@vicsterb38 That is strange! Do you mind me asking how long you have had and used and been topping up via the app for?

Thanks,
Rebecca

[vicsterb38]

@Rebecca I’ve put a £5 on about 20 mins ago so just waiting to see if this goes on

[vicsterb38]

I’ve been with utilita for years now and this is the first issue I’ve had. ….. the app is staying the same - usage is not going down even though I’ve had washer on… since prices went up I average £4-5 a day depending on how often washer goes on and then if I have to use dryer. I’ve tried logging out of app, resetting meter and obviously adding more money but obviously neither match up and not out by a couple of quid were out by nearly £10 now

[Rebecca]

@vicsterb38 Ok, this is very strange and sorry to hear this as it sounds annoying. And more importantly we want to ensure it's investigated - as it could be happening to other customers.

Last two things I need to confirm from you is:

1. How long have you had the app and been topping up via the app (a week, months, years etc)
2. Have you got the latest software version on your android/iPhone?

Thanks,
Rebecca

[vicsterb38]

@Rebecca I managed to speak to someone last night and they said the machine and app weren’t talking to each other as one had no connection or something - they have booked an engineer in for 19th to replace the meters for both and advised I topped up manually with code - I have had the meters and app since 2017 and this is my first issue 🙂

[Rebecca]

@vicsterb38 Good to hear that there is some kind of progress.

Can you let me know how the meter fitting goes on the 19th - and please do remember, it may take up to 3 weeks for the new meters to reconfigure with your app, as it will need to build up the top-up behaviors and your usage algorithms in order to provide the most accurate balance possible 😀