Have a question about your smart meter? Download our User Guides.
Your Smart Meter can be used to find a range of information. Read ourUser Guides to find out how you can see your usage, tariff, top up, loss of power and much more information.
If you run out of credit and it is not during a friendly credit period, you will be asked if you would like to accept emergency credit. An alert will appear on your In-Home Display similar to the below image:
To accept the credit, simply press E-Credit.
If your In-Home Display has not updated due to lack of network, you should go to your meter. If the display screen is dim, press any button to light it up. Press the “B” button, then the number “7”. There will then be a message displayed on the screen saying “Emergency Credit offer, Press A to accept”
You should press A and then the emergency credit will be applied to your meters.
It's never been easier to view when Emergency Credit is available - just check your My Utilita home screen. You can download My Utilita from the App Store or Google Play Store.
Your In-Home Display can be anywhere in your house, however, because it runs from a Home Area Network (similar to Wi-Fi), you should position it close to both of your meters if possible. This means that you won’t have any problems seeing up to date meter readings and how much you have left on your meter.
If you have a fault with your meter, you should refer to the User Guides initially. If the fault continues, then you should contact us so we can arrange any further help you may need.
If you are supplied by Utilita for both your electricity and gas, and you can only see one of these displayed on your home display, you should contact our Contact Team so that we can synchronise the In-Home Display with your meters.
Absolutely not. Our smart meters are designed to help you save energy and money, so we don’t believe in charging you for them.
No, unfortunately our Smart Energy service, competitive tariff and all of the great facilities cannot be supported without the install of our smart metering equipment. For these reasons you will not be able to keep your current meters on our prepayment package.
We think it’s great if you have solar panels and want to encourage customers to use renewable energy sources. If you currently don’t have solar panels, you may be eligible under our ECO4 Government Scheme. Find out more here. If you already have solar panels, you can sign up for our Smart Export Guarantee (SEG). Find out more and how to apply here.
You can check your tariff price by visiting your My Utilita app, on the bottom right hand side you will see an icon with three lines, there you can select ‘My energy tariff’.
To view other rates available in your area visit our tariffs.
Alternatively you can call our Customer Care Team on 0345 2068 777.
No, however you will be given a new top up card that you will be able to use at any PayPoint. You can also top up online, on the phone, with SMS or on our App. Find out more about topping-up on our top-up page.
In accordance with Schedule 7 of the Electricity Act, all Utilita meters are regularly checked for accuracy by an independent company and a report on the findings are issued back to us. This makes sure that all of the information your smart meter provides is accurate!
Utilita recognise and work to the relevant requirements of the following Statutory Regulations:
The fastest way to get in touch is to chat to us online. Available 24/7.
Find answers to your questions and share solutions with other Utilita customers.
Get helpDo you have a question about your meters or any of our equipment in your home? Please get in touch with us here and you will receive a response within five working days.
Only call if you need to, otherwise please use our online chat.
Select the top-up card that looks like yours
Call us Monday to Friday, 8am to 8pm and Saturday, 8am to 5pm on 0330 3337 442
Or if you’re moving home on 0345 2068 777
Call us Monday to Friday, 8am to 6pm on 0333 0156 662
Top-up over the phone on 0345 2068 333 Submit a meter reading on 0345 2093 750 Pay a bill on 0330 053 7657
Lost supply? - please call our Emergency Line on 03452 068 999 so we can get you back on supply
quickly!
This number is reserved for loss of supply enquiries only (Open 8am - 10pm, 7 days a week)
03 numbers are UK wide numbers that are charged in the same way as 01 and 02 numbers.
