An Update.

I went ahead and contacted Stacey Roberts. After a few emails to book an engineer to visit my home (who never arrived as they'd fixed it without the need for a visit), within a week or so everything was fixed.

I am now able to read usage on-line. I have since received my first bill which reflects 'actual' usage. I should note details the fact that all the prior estimation was in my favour for all the while I was trying to have them fix the problems. Also the monthly bill provides excellent breakdown of usage detailing when your highest and lowest levels of consumption.

Shame it took communication with the top, but I would encourage anybody to contact Stacey if they are unhappy with the customer interface which FU provide.

stacey dot roberts at first-utility dot com

NickMcN:Dear All, I would tread carefully before signing on the line. Here's my history of involvement.

1. Placed order for two new meters and transfer of supply mid Jan 09.
2. Gas & Electricity meter installation finally completed 6th May - took lots and lots of hassle with way too many people involving far too many unfulfilled promises.
3. Now early August and I still can't see my usage on line despite contacting the poor customer support team who 'will speak to the technical team'. I ask to speak to the technical team and they cannot / will not put me though. They even asked me for my log-in details on one occasion over the phone as they wanted to check, but did not have the ability to perform the check at their end!
4. HERE'S THE KICKER..... So far, EVERY bill has been ESTIMATED, which flies in the face of their own marketing message.
5. Worthy of comment: the Customer Service people never email or rarely call you back. You'll have to chase them.

I've just contacted Stacey Roberts with a last hope of getting it to work.

I appreciate that without any mandate from the government, FU are attempting to seed an early adopters market. But frankly with kit which never works, coupled with ineffectual customer interface, I don't hold much hope for their future.

Finally. Please Stacey have your outbound automated message removed. "Here at First Utility, we're dedicated to giving you the best possible value and service". This statement is clearly untrue unless your judgement of 'best' is way different to the rest of your potential customer base.

* I had my meters installed on November 5th 2009, however I do not have the 30 minute meter reading facility yet 18th November 2009. I will call First Utility with a meter code number tomorrow Thursday 19th as requsted. I understand that they are only doing smart meters in the Midlands region now.

I am fed up of first utility I came on supply 25/05/09 i knew there would be a delay getting the smart meters installed.

In oct i was fed up of waiting and emailed stacy roberts only then did they decide to installed the meters 1st appointment i missed as they came during the school run "although i made them aware i would be out for 15mins and left a note on the door for them to wait. they have only just installed the elec meter 11/11/09.

The account was set up on dd and all bills show this yet they did'nt take any pymts?? So i call3ed them to make a payment towards the estimated bills which dont show the meters and any reads not even estimated reads.

The latest bill i received doesn't show my pymt just a charge of £3.40 for processing a debit card pymt and a charge of 65.00 for missing the meter appointment. At no point was i advised that missing the appointment would result in a charge i work for an energy company and as far as i am aware we have never charged a customer for missing an appointment.

smart meters still not working.

I think anopther email to stacy roberts wouldn't go a miss

Hi Tick11,

I havent read most of these posts as i knew First Utility would have problems with the installations of smart meters, I am with Scottishpower and find their Online Account helps you to monitor your own usage, and purchasing an electricity monitor, like an OWL etc also helps enormously.

But what I am appalled at is your note which suggests this energy supplier recovers costs in other ways, yes they have cheap energy, but I wonder when you add up these "extra charges" like £65 for a missed appointment but charging for debit card payments ??? I have checked out their website and cannot find anything about this? but I guess they wouldnt really advertise it too well, but I have also found, on their website, that if you cancel your direct debit, before it is taken, you will be charged £10, also they charge an additional £1 if you want paper bills !

As said I am not a customer, but it seems they take monthly direct debits, for your exact usage, not like any other supplier who spreads the cost of your energy over the quarter/year. But imagine a heavy winter, like last year, could you really afford the 3 heaviest quarters ? Dec/Jan/Feb? and as mentioned if you cant, wait payment options can they offer you? as it seems they just take exactly what is owed/used.... to me this is quite scary.

I hope any customers of First Utility can reassure me, but, wonder, if they lure of a big percentage saving, on comparison sites, has attracted customers who havent really read up on their full T&C's ?

Hi All

If you go First Utility Homepage click on Smart Direct,down to pdf tarriff guide-midlands click on this go down under prices to Summary of T&Cs to Additional charges you will see £65.00 is charged for abortive visit

As for savings i would say i am still a lot cheaper than i was before i registered with F-U but love the smart meter as you have full control and always straight every month,i went with them in may so i had all summer to let the money build up in my account not theirs,yes you still have to pay but at least not a 3 month bill all at once,you tend to be billed ,say,for October usage at beginning of November but DD only taken on the 20th of the month

No i dont work for them,but i dont have any problems ,and dont regret the move at all

Kevin