Smart Display Function After Switching Supplier

Hi,

This is my second time of writing this so let's hope it works this time.

I recently switched to Eon next and where my smart meter in-house display started to display my electricity use in monetary terms almost immediately. My gas display still does not after two weeks.

I contacted Customer Service and was advised to book an engineer visit which will happen in a few weeks time.

I now understand from reading this forum that it can take several weeks after switching for the display to work fully. I checked the display again and in the Gas Account menu it says ''Waiting for supplier details''.

Was I wrongly advised and should I cancel the engineer visit and just wait another few weeks to see if the display starts to function fully?

Any advice welcome.

Thanks.

To be honest, I'd probably recommend keeping the engineer appointment active, especially for the extra safety net you'll get from it. It seems as if the systems at E.On Next are breaking a lot more than they should, so an engineer visit is probably going to get you a better result than any remote fixes right now.

While it is true that it can take up to six weeks for your meters to transfer over after switching supplier, the behaviours you've described don't sound right and warrants a closer look.

Quote:

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Originally Posted by theunknowntech

To be honest, I'd probably recommend keeping the engineer appointment active, especially for the extra safety net you'll get from it. It seems as if the systems at E.On Next are breaking a lot more than they should, so an engineer visit is probably going to get you a better result than any remote fixes right now.

While it is true that it can take up to six weeks for your meters to transfer over after switching supplier, the behaviours you've described don't sound right and warrants a closer look.

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Thank you for your reply, theunknowntech. By the time of my engineer visit it will be almost six weeks from my switch date so I'll keep the appointment booked unless the IHD starts to fully function in the meantime.

@JoeSoap Thank you for taking the time to post. I can see that the issue is with your in home display. Would you be able to let me know if your actual gas meter is showing anything on it please? You may have to 'wake' it by pressing the buttons on the meter.

Beki

Quote:

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Originally Posted by bekig

@JoeSoap Thank you for taking the time to post. I can see that the issue is with your in home display. Would you be able to let me know if your actual gas meter is showing anything on it please? You may have to 'wake' it by pressing the buttons on the meter.

Beki

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Hi Beki,

Thank you for getting in touch. Yes the gas meter shows the current reading in cubic metres and this can also be found in my IHD. It only seems to be the daily/weekly usage in monetary terms that is missing since switching to you. If I select monthly/annual usage then the IHD still shows how much I spent on gas with my previous supplier. Since switching day I can see what I'm spending on electricity with you but the gas usage still reads £0.00

Quick update. Just had another look at the gas meter and as I said it displays the actual reading in cubic metres but if I press the button again the balance reads £0.00. I selected 'wake up' and I think something has happened as the 'wake up' option then disappeared. I will check again later to see if anything changes.

Ok, I’ve used some gas since waking up the gas meter and the volume used has gone up as expected on both the meter and the IHD. Both still reading £0.00 though. The tariff details on the meter all read zero and the last message on there is a welcome from my previous supplier (who fitted the smart meters). From what you’ve said Beki I presume my electric and gas readings are being transmitted to you ok. Perhaps you could confirm that’s the case.

Six weeks should be long enough to reconnect - provided the meters are SMETS2. I can definitely help you to identify what you've got, but I don't have access to stuff like ECOES and Xoserve, so I'll need your help. Please could you post photos of your meters and IHD in your next reply. I can use these to verify your meter type and whether it's S1 or S2. From there, I can definitely tell you whether they'll simply transfer smoothly or whether you'll need to wait for more time yet.

But yeah, it seems there's no tariff config on them yet.

Hi theunknowntech,

Both meters are SMETS2 and are... Electric: Aclara SGM1412-B and Gas: Uniflo G4SZV-1 SMETS2. The IHD is a Chameleon 3.

If you need photos then I'll work out how to post them at the weekend when I have some time.

Thanks for your assistance.

Gotcha, I can definitely verify that as S2. The entire Aclara SGM1400 Series are all S2 meters and your Flonidan UniFlo would be S2 as well, since you can't mix and match S1 and S2 at the same time.

On top of the electric meter, there should be a Communications Hub with either two or five lights. Please can you tell me:

• Whether it's a WNC, Toshiba or EDMI branded hub
• If it's got SKU1 Cellular, SKU2 Cellular + Mesh or SKU3 printed on it - this only applies to the WNC and Toshiba comms hubs.
• Whether it's got two or five lights on the hub - which helps to confirm whether you're in the Northern or Southern Territory
• Which lights on the hub pulse - and how often each one does so (please ignore the red one to the left of the meter display)

This helps me with diagnostics and potentially whether you still need an engineer visit. Once I have these details, I can recommend further steps.

1. WNC

2. SKU1 Cellular

3. Five lights... SW WAN MESH HAN GAS

4. SW, WAN, HAN and GAS all pulse green together approximately every four seconds. MESH does not flash at all.

5. Thanks for persevering with this.

Thanks. This tells me all I need to know.

Firstly, there's no pulse sequence for every four seconds and I very much doubt that all those lights would pulse together every three seconds, so I'm going to assume it's actually every five seconds. This indicates everything is healthy and running normally. You don't need to worry about the MESH light being completely dark - your Comms Hub doesn't have Mesh support anyway and you're also using a direct WAN connection regardless. I don't believe an engineer visit will solve anything in this case. Any fixes that need to be applied can and should be done remotely.

Even if the engineer does turn up, do NOT approve a MEX (Meter Exchange) as this will reset the six week clock and you'll be back to square one. The problem here sounds like either E.On's systems haven't picked up your meters, or something along the way has gone pair shaped... Or that it's just taking a bit longer than expected to commission. Either way, all this stuff can be diagnosed and fixed remotely. It can't be done locally for security reasons.

Quote:

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Originally Posted by theunknowntech

Gotcha, I can definitely verify that as S2. The entire Aclara SGM1400 Series are all S2 meters and your Flonidan UniFlo would be S2 as well, since you can't mix and match S1 and S2 at the same time.

On top of the electric meter, there should be a Communications Hub with either two or five lights. Please can you tell me:

• Whether it's a WNC, Toshiba or EDMI branded hub
• If it's got SKU1 Cellular, SKU2 Cellular + Mesh or SKU3 printed on it - this only applies to the WNC and Toshiba comms hubs.
• Whether it's got two or five lights on the hub - which helps to confirm whether you're in the Northern or Southern Territory
• Which lights on the hub pulse - and how often each one does so (please ignore the red one to the left of the meter display)

This helps me with diagnostics and potentially whether you still need an engineer visit. Once I have these details, I can recommend further steps.

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I posted a reply over 12 hours ago but it hasn't shown up so I'll try again. I wish my posts would appear immediately but they all seem to need moderator approval first. Anyway, from my earlier scribbled notes (hope I'm reading them right)...

1. WNC

2. SKU1 Cellular

3. Five lights... SW WAN MESH HAN GAS

4. SW, WAN, HAN and GAS all pulse green every four seconds or so. MESH does not flash at all.

5. Thanks again.

Oops, my bad. My original reply did appear on the thread. I hadn't realised there was now a page 2. 🙄

Quote:

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Originally Posted by theunknowntech

Thanks. This tells me all I need to know.

Firstly, there's no pulse sequence for every four seconds and I very much doubt that all those lights would pulse together every three seconds, so I'm going to assume it's actually every five seconds. This indicates everything is healthy and running normally. You don't need to worry about the MESH light being completely dark - your Comms Hub doesn't have Mesh support anyway and you're also using a direct WAN connection regardless. I don't believe an engineer visit will solve anything in this case. Any fixes that need to be applied can and should be done remotely.

Even if the engineer does turn up, do NOT approve a MEX (Meter Exchange) as this will reset the six week clock and you'll be back to square one. The problem here sounds like either E.On's systems haven't picked up your meters, or something along the way has gone pair shaped... Or that it's just taking a bit longer than expected to commission. Either way, all this stuff can be diagnosed and fixed remotely. It can't be done locally for security reasons.

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Thanks for that, theunknowntech.. I just checked with my phone stopwatch and the lights indeed flash every five seconds... not four as my own poor counting suggested.

I'm inclined to cancel the engineer visit and hope that perhaps one of the Eon Next people see this and can do something from their end.

Thanks for you assistance.

Well, just in case anyone with similar problems is waiting for an outcome to this, I sent an email to hi@eonnext last week and private messages to two staff members on this forum to ask if this could be passed to the appropriate department to be fixed remotely but have not received a reply from anyone. All I can do is wait for the engineer to visit next week and take it from there. A bit disappointing really.

I will post any outcome here in due course.

A quick update, as much for my own records as anything else.

It's now 10 days since I emailed hi@eonnext.com to request the engineer visit be cancelled and that this issue be passed to the appropriate department and still no reply. It is two weeks since I sent a PM to one of the admins on here and 5 days since I sent a PM to another of the admins on here also to request the issue be passed to the appropriate department. Still no reply.

I am not on Facebook or Twitter so had to phone the helpline again and thankfully eventually got through to a helpful young man called Richard.

Richard informed me that my email had been received and that the engineer visit was already cancelled. Had I not phoned I would have been waiting at home for four hours not knowing my request had been actioned. Not good service.

I enquired if my meter readings are even being received and it turns out that my smart gas meter is not even sending readings to Eon. I have now had to submit a manual gas reading and the issue has at last been passed to the metering department. The electric meter seems to be working fine.

I was told that I should hear something in the next few days.

Fingers crossed then.

Yeah, this doesn't seem right to me either. I've been hearing more and more stories of superfast commissions elsewhere for newly installed meters - which I define as being under two weeks post install - so if it's taking this long to run a transfer of your existing meters through... Something's definitely not right. The only other likely culprit I can think of relates to your previous supplier being slow to release control and initiate the handover processes. But even then, I wouldn't expect that to take this long.

Technically speaking, when a particular Site is in the middle of having control of the meters transferred between suppliers, there's an interim period where no supplier has control of them temporarily - since the relinquishing supplier has to release the meters from their control first and then it's a waiting game until the receiving supplier can capture the meters and acquire control. Only one supplier can control the meters at any given time, so it's not really possible to do a more graceful handover (such as have the new supplier take control first and then the old supplier release their control afterwards).

I can only hope yours come back online sooner rather than later.

Just had a look at my IHD and hey presto my gas has just started registering. That took almost six weeks to the day. If only that was made clear when I switched I would have just sat tight. I only found out about the six week window on here but nobody from Eon Next impressed it upon me... unless it's buried in the small print somewhere.

So, to anyone switching supplier... wait six weeks after switching before worrying about your smart meters not working properly. That said, maybe it was as a result of me pushing for the matter to be passed to the appropriate department that did the trick in the end.

If I hear anything more about it I'll update this thread.

Thanks for all the help, especially theunknowntech.

Happy days.