A fix has been implemented and we are monitoring the results.
Posted Nov 09, 2026 - 14:06 GMT
Update
We are continuing to investigate this issue.
Posted Nov 09, 2026 - 13:36 GMT
Update
We are continuing to investigate this issue.
Posted Nov 09, 2026 - 13:33 GMT
Investigating
We’re sorry, there is currently a problem with a small number of our second-generation smart meters.
Some of our customers are not receiving updates to their smart meters. If you have topped up and the payment is not showing you can manually enter your 20 digit top up code into your meter.
We’re working hard to fix the issue and we apologise for any inconvenience this may cause.
Posted Nov 09, 2026 - 12:30 GMT
This incident affected: Payments (SMETS1 Smart Meters, SMETS1 (DCC Enrolled) Smart Meters, SMETS2 Smart Meters, Guest Payments, PayPoint - In Store Payments, PayPoint - IVR Top-up Phone Line, PayZone - In Store Payments, Open Banking), My Utilita (App, Power-up Functionality), and Smart Meter Installations.