Utilita Energy Nightmare.

Pumagirl

My brother was switched to Utilita after Omni Energy collapsed and he's had nothing but issues with them. He received an email telling him he would be switched and then received a temporary gas card but no electric key. He's got no account numbers but I've checked and both meters are showing as supplied by Utilita so he should have received a key as stated on their website. However, he is unable to register using his details as the site keeps coming up with 'There has been a problem locating your customer reference number' and every time he's rung he's been kept on hold or cut off. The electric meter is still on the old tariff and he's still using the Omni key to top up. He's lost interest now in trying to sort this out over the last 6 months and says if they try to backdate the tariffs he won't pay it because it's their fault. I'm at a loss as to how to sort this out for him. Any idea folks, I don't want him to get into debt over something he's got no control over.

Robin9

Has he phoned Utilita ?

Has he made a formal written complaint to Utilita ?

turnitround

Im witth Utilita and recently have had issues with the online 'My Utility'. Been unable to pay my monthly bill the normal way. Emails telling me my new bill is available to view even though the new bill only comes 10 days after I send the meter readings which is only due to happen next week. etc, etc. 

There are several issues with the online facility which they say are being sorted.

But, I have spoken to Utilita several times over the past 3 weeks, including this morning and there are no issues at all getting through to them. Thats on several different numbers, credit control, setting up a direct debit, arranging a smart meter and speaking to them about the online facility. 
There have been no issues at all getting through so cant understand why your brother is having issues speaking to them.

sussex_lad_89

As an ex Omni customer, moved over to Utilita automatically in Nov 2021, I've had exactly the same issues as the OP. 

I've also failed to receive an energy support payment for my prepay gas meter. This is why I originally tried to contact Utilita. I was unable to set up an account online with similar error messages. Managed to get through on the online chat, to have my details updated, but apparently for the energy support I need to contact DWP to alert them to my situation and get a voucher issued. This is pretty worrying as I can only assume there are 1000s of people in the same position who may struggle to get the energy support they need!