This is my horror story. (Copy paste from a complaint letter to Utilita) In about March a very nice guy came to my house, explaining that Utilita could install a smart meter and replace my old key meter for free. They also explained that we could switch to any other supplier after the smart meter has been installed. The person explained that it should take about 2 months to install the smart meter, and get it all arranged. After not hearing from Utilita for about 1,5 months, not getting any status updates or anything, I called Utilita and asked them what’s going on. They told me that they were extremely busy and they would ‘’flag’’ my account so that I could get higher priority. I waited another month, without hearing anything. I called again, and they said that they are really sorry and they flagged my account again (or something along those lines) and someone would contact me soon. After this, I was getting sick of hearing the same thing over and over. I created a complaint and received a letter about this with a customer reference number. I patiently waited another month, until now, before continuing to try and get something arranged. Nothing has been done with my complaint, it has fallen upon deaf ears. Nothing has been done with my previous phone calls, despite ‘’my account being marked/flagged’’. An electrician has now come to my house (unrelated to Utilita), to replace our fuse board and now our key meter is no longer showing anything on the LCD panel, however, the backlight is still working. I called Utilita to get a smart meter installed. The same day I was told a technician would come out to my house to install a smart meter. Later in the day, I received a phone call saying that they can’t get anyone out (despite saying they could) and someone would visit the next day between noon-3pm. The next day (today), someone came at around 2 Pm and installed the smart meter. He told me that the credit that was on the old key meter could be easily switched to the smart meter when I called a certain number. A red light is constant next to the ‘WAN’ on the router, indicating that It has trouble connecting to the Wide Area Network of Utilita. The App is saying there is no smart meter on my property and prompts me to arrange an appointment to get one installed. The little touch-screen hub that I received with the smart meter switches between ‘connecting’ and ‘not commissioned’. I called up again, explaining everything that’s going on. The person on the other side of the phone line told me that they can get a technician out within 2 weeks. He also told me that they cannot see the credit on the old key meter and they need to do something, something, something to read how much is left on it (honestly was getting too frustrated at this point and wasn’t listening anymore). about 15 minutes passed before I called again, frustrated with the 2-week window. It’s too long, I won’t accept that. I hate being a difficult customer, but I wanted someone at my door within a week. Can absolutely not recommend this company. If they offer to install a smart meter and switch to another company afterwards, just don't accept the offer. What you got right now is working and it's good enough. --------------------- Currently trying to call them up, getting the 2 week window down and emailing another complaint letter to their company.