[hackedoff]

Last week, I asked (via online chat) a question re: £400 government 'help' payments. Person I spoke to hadn't a clue, went 'off' to ask someone and never came back. Yesterday, I needed to top up the gas so I turned to the app. Few short, simple steps and money was taken. Several hours later, the smart meter was still warning of low credit. I had to manually enter the confirmation code and then, when that wouldn't process, go out to the meter to force it through there.

With still no sign of the first of the six, monthly credits showing in my account, I returned to the online chat earlier this morning. I joined the queue at no183, with an estimated wait of one hour. Forty minutes later, it reported that no-one was available, terminated the chat with a suggestion to try again later. Later, I joined at position 363 and didn't really progress much afore being unceremoniously booted out again. When it happened for a third time, I bit the bullet and tried phoning. Immediately in another queue, a looped soundtrack advising to 'go online or use the award-winning app' which has been down for technical reasons since early this morning/ And now the electricity wants topped up and I swear most of the last top-up has gone on trying to get a sensible - or any! - response from utiita.

In all honesty, I didn't think any utility company could be worse than British Gas but there's always one willing to prove me wrong.

[Cat]

Hi @hackedoff,

I am sorry you had this experience. Unfortunately we are experience an unprecedented amount of calls. I would advise with any top up issues to always go to the main meter rather than the In-Home-Display as this will update instantly once the code is entered. Regarding the government payment, you will see this on your meter before the end of the week.

Cat