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First Utility Reviews

1.2 Rating 127 Reviews

4 %

of reviewers recommend First Utility

Company Reviews

1.2

Based on 127 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

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First Utility 1 star review on 30th September 2022

First Utility 1 star review on 16th July 2022

First Utility 1 star review on 16th July 2022

First Utility 1 star review on 16th July 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“So I thought yes, I could perhaps do with a cheaper package since I do not need all the allowances I was using with other supplier (bit more expensive but perfect). Turns out speed went down to 6mbs which is way below the 'up to 18mbs' as advertised. Very slow even for 3 people. The worst part was THERE WAS NO PARENTAL CONTROL!! To be honest, I thought this was a feature of every broadband service that you can activate if you want. I didn't realise until it was too late, and now after 2 months I now will have to cancel and pay £120. I'll cut my losses because I cannot have internet without parental controls! I have kids to protect. HOW IRRESPONSIBILE OF FIRST UTILITY!!”

Posted 5 years ago

“I had this studio flat for years and had tenant in, it is empty for the past 18 months with no usage of gas or electricity today I had a bill for £2,389.10 for I do not know what? first they said it is for electricity and gas and when they found out my gas is a key card gas they said ok it is only for electricity, they do not tell me who signed any contract with them as defiantly it was not me or my agent, as I defiantly changed it to key one. I am not even sure they know where is my flat as if one owes them so much why they do not cut their product? they are the biggest scam. lets go to the court with them.”

Posted 5 years ago

“Aug 2017:After 6 months of argument with FU refusing our meter reading and making us pay estimated bill I managed to bring the account to resolution, close the acct, get a refund from them, move to different supplier. Dec 2018: I receive a debt collection letter for over £6500???? I am not a customer of them anymore for over a year... They decided to 'review' the account 1 year after I left. Never sent a bill. They are refusing to even apply the OFGEM BACK BILLING PRINCIPLE and are insisting that 2015 is within 12 months of 2018.... hitting my head against a brick wall, Which! Legal team on the case, ombudsman on the case, solicitor on the case and they are still refusing to keep account closed as it was in 2017.... WHAT CAN ONE DO AGAINST THIS?????”

Posted 5 years ago

“So moving into my home in November I decided to stick with the current provider. First utility. I was put on a temporary tariff and told if I was to leave there was no contract and I would only be charged my usage. I was charged 2 months in full for only 40 days. After denying all responsibility for 2 months I got a cheque for £42. I've spent hours f my time arguing this. They were over priced and their service was atrocious. I still think I've been robbed and British gas are £34 a month cheaper.”

Posted 5 years ago

“No communication”

Posted 5 years ago

“The company are bordering on a scam. They failed to set up an account with online access for me. I tried several times. First Utility kept sending threatening emails with no account details, no amounts and no breakdown or tariff info - just requesting I pay (no clue as to what amount)! I called to sort this and complain and was put through to their circular customer service number.”

Posted 5 years ago

“I have my broadband through them an d it's a joke, I only joined them on the 11th Jan and it's the worst service ive ever had, the internet constantly drops out and now I've been with out any phone line or internet for 3 days they have given me 5 days saying bt may be out to fix it on one of them in the afternoon but what day is anyone's guess, DO NOT join them no matter how good the offer is.”

Posted 5 years ago

“Very poor service , avoid this disgusting company.”

Posted 5 years ago

“Bad service - customer service dept just hung up on me didn't want to help me.”

Posted 5 years ago

“Worst experience ever. Wanted my to prove I owned my home via house deeds, didn’t believe I only just moved in. Then when bill was settled by previous owner leaving my small amount - didn’t inform me but sent disgusting letter threatening bailiffs round. Despite a million calls explaining I would pay what was mine. Liars. Can never get through. Phone or chat. Would never ever use.”

Posted 5 years ago

“Where to start... in a nutshell, my bill was estimated to be arounbd £30 pm. Having started to receive bills over £150pm, I complained to First Utility. Their investigation went on for 26 months!!! In one month, First Utility threatened me with legal action if I failed to pay £600 in 24 hrs. Eventually, following months of agony and heartache, following the intervention of the Ombudsman, my complaint led to a Check Meter fitment, proving I was correct all along. First Utility paid me back nearly £4,000 under pressure from the Ombudsman plus a very small (£150) gesture of goodwill. My advice to anyone and everyone is that yes, we all know that things go wrong, but the sign of a good company is how they respond. I would absolutely save yourself the pain and challenge and go elsewhere... AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!! AVOID!!!”

Posted 5 years ago

“Terrible, terrible company. Moved into my new house who had an account first First Utility. They refused a switch to a new provider THREE times and each time, after spending over 40 minutes on hold, could not tell me why they had rejected my claim. Unacceptable - never use them for gas or electricity.”

Posted 5 years ago

“I have never dealt with such an incompetent company. It’s no wonder they receive nearly 48,000 complaints a year. I have sent numerous emails to First Utility informing them of my account and contact details yet they still they send out bills to Mr owner occupier. I have also emailed photographic evidence of the correct meter readings to them but they choose to ignore these and send me out estimated bills way over the correct readings even though I have on numerous occasions informed them the property is unfurnished and unoccupied. I would strongly advise potential customers to stay well clear of this cowboy outfit!”

Posted 5 years ago

“Online support live chat takes you nowhere. They read from a script and it's like banging your head against a wall. Phoned customer services. Round and round on entering data on phone keypad, account number, date of birth, post code, press a number, then back to entering all the data again. Then waited 45 minutes to be answered for guy to say "hello I can't hear you" and he then put the phone down. Direct Debit data does not match the tariff offer cost. Trying to get clear answers is impossible. Terrible customer service.”

Posted 5 years ago

“Moved house , old house waiting to be sold ,transferred account to new address gave meter readings for gas and electric of old property told them house was empty till sold and we will inform , debt collectors letter for an estimated bill popped through old house for a hundred and odd pound , called and had the misfortune to talk to a female called Ali (alison) finally realised she calls herself Ali as she probably doesn’t know how to spell her name , and up her own you know what! very dissatisfied customer soon to be ex customer”

Posted 5 years ago

“On the 24th October 2018 i cancelled my broadband account due to unforeseen circumstances. The account was only opened within 14 days of cancellation so i should have had a cancellation free of charge but i didn't. I understand that there is a 30 day cancellation period, so my account was cancelled on the 24th November and i was told i could pay my final bill from then. I phoned yourselves as i had not received an email with my final bill and was told that i would get it on 5th December instead for £266. Today, 5th December, i still have not received a final bill so i called you again and was told the bill had not yet been produced. How long does it take to produce a bill!? Meanwhile, i was receiving emails from yourself stating i owe £72 to recover my account, if not debt collectors will be at my door. I do not want to recover my account as i personally closed it. When i called and asked about this, no-one really knew what i was meant to do, whether i needed to pay it or wait for my final bill... I have now been told i will receive my final bill around the 19th December which will include the £266 cancellation fee, plus £20 usage fee and possibly plus the £72, which has randomly been added! Every time i have called to speak to someone, i have waited over half an hour and never got an answer by the first person i have spoken to, My average phone call with you is usually around an hour long... absolutely ridiculous!! So now, 6 weeks after i cancelled my account with you, I am still waiting my final bill! All i want to do is pay you and yet i am receiving hate mail stating that you are sending round debt collectors when i do not even know what i am meant to be paying yet!! I am 19 years old and on minimum wage, I hope you feel very proud of yourselves for making this such an horrific experience for me! I will be taking this further, as i am absolutely fuming! Disgraceful company!”

Posted 5 years ago

“Still waiting for my refund after leaving on September 6th . Not interested now the resolver trying to fix it who are just as bad. The ombudsman have closed it because it’s not 8 weeks yet. They are right it’s not 8 weeks it’s more. Don’t change to First utility Cowboys”

Posted 5 years ago

“My Partner recently joined Bulb and used another members code from here! He has just received the £50 free credit!! No other provider was offering By using someone elses code you get £50 automatically once fully set up He is offering £75 if you sign up using his code £50 from Bulb and £25 from the £50 he gets So £75 off your first bill!! The code is below: refferal75gbp.tk”

Posted 5 years ago

“Well where do I start first utilities what a joke Signed up for smart meters and have had months of being made a fool of don’t let this company any where your home. The first prison they sent to fit the meters did nothing came and left after waiting weeks. Weeks later they sent another one well he didn’t know the difference between a condensing boiler and combi boiler he fitted a smart electric meter then the fun started again when it came to the gas meter my meter is small meter in a standard box on an outside wall I was told he would have to fit a temporary meter because my gas pipe would need to be cut back to make it shorter so the new meter would fit, the fun starts again he fitted one meter Said it didn’t work so he removed that one and fitted another he Said that one didn’t work all there was nothing wrong with the meters he hadn’t turned the gas supply back on so he put the old meter back and just left with out saying he was leaving. The saga continues, the next chapter first utilities phone two say that another comedian would be calling in about five to six weeks to cut the pipe and fit the meter the day arrives I get a phone call from the next benny hill saying he was about ten minutes away but he wouldn’t be able to fit the meter because of the weather conditions now I’m really baffled we are having one of the nicest summers I can remember for a very long time benny hill arrived asked me where the gas supply comes into the meter this is a man sent to work on my gas and electric help. Could it be that copper pipe covered in yellow going up the outside of my house into the gas meter I wonder. Next thing he said the only way the meter could be fitted as to nock down my living room wall. And then started to say that the meter could not be fitted and that he last person that was there was a layer and he had the parts to fit the meter, Very dangers people. So, I phoned first utilities to complain here it starts again after spending twenty minutes complaining about he services and being told that he was taking notes I was put on hold for twelve minutes and then cut off waited for them to phone back that never happened so I phoned back no notes where taken from my first call at all so start over again. Was told some one would be back InTouch no one very did. So, I contacted their Resolution Centre team what a complete waste of time that was the person that was supposed to be dealing with my complaint never listened at all. Stay well away from this company.”

Posted 5 years ago

“I'm with First Utility for few years now and last year I installed smart metre. My new tariff starts next month and I have got an email saying they have worked out my monthly bill which is £61, which I don't understand because I'm always on credit. And also the main idea of installing smart metre is you don't get estimate bill and you pay what you use. If this is not happening then why roll out smart metre? Not really happy the way the companies are making profit from us even after the smart metre installed.”

Posted 5 years ago

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First Utility is rated 1.2 based on 127 reviews