[GrahamDouglas]

Dear Forum

Does anyone else have this problem?

We asked E.ON Next to install smart meters but only the electricity smart meter was actually installed; however, E.ON Next says (for some reason?) that the gas smart meter cannot be installed --- the older electricity + gas meters (supplies) are about 1m apart. Clearly, we have to provide gas readings manually via the online account plus we cannot easily monitor usage. This is a pain in the rear! I have phoned E.ON Next numerous time to seek resolution but never get a clear answer---had promises to "look into it" and "ring us back" but, of course, that does not happen.

We're baffled by this and really would like to know why we cannot have the gas smart meter as well. Any ideas?

All best wishes

Cheers, Graham

[DebF_EONNext]

Hey @GrahamDouglas 👋
@Bennie_EONNext is on holiday at the moment she isn't back in until next week so I won't know if she has an update until then as I don't have access to her inbox unfortunately. Now we are actually able to fit smart meters on separate accounts, however as you already have an electric meter fitted it is unlikely that they will be able to fit gas due to there being an active smart meter in the property. I am however going to make a call and see if there has been any update or if there is an alternative solution for you.

I will let you know how I get on 😊

[JoeSoap]

@GrahamDouglas

I think your saying that they can’t supply a gas meter because the meters are a metre apart. Can you clarify that please? The first thing I thought of was that the gas meter was too far away from the electric meter and comms hub or something.

@theunknowntech is a good person to ask for advice on these matters.

[theunknowntech]

I need to see photos of the electric meter first.

[GrahamDouglas]

Hi all and thanks for the replies.

Apologies for any confusion over the 1m distance---that's not why EON refused to install a gas smart meter; I only mentioned that to emphasize how close the supplies are (if it is relevant re communication/signals).

One "reason" given to us (so far as I can understand it...) is due to the way our accounts were transferred from NPOWER---when EON took them over. Apparently, because our gas and electricity are on "different accounts" the smart meter cannot communicate both data sets (gas and electricity) to EON (that seems bizarre, to me).

Both our energy accounts are accessible via the online web account, both for the same address and both under the same name---as they've been for many years.

I had one call where someone said "merging" the accounts could fix it and they'd look into it. But, shock + surprise..., they never did call back. So, we're stuck with no gas smart meter.

Cheers
Graham

[meldrewreborn]

@GrahamDouglas

Can you post a picture of your meter please. If its old, it might be out of certification and a replacement would be - a smart meter!

But the reasons given are not sound in my mind - they need to install smart meters to earn brownie point so why refuse the chance.

The gas meter would connect by some wireless method to the communications hub attached to the electric smart meter. The communications to the DCC is via the communications hub, and similarly for the meters to the IHD.

If you make a formal complaint, you may not get the meter installed, but you might get a rational explanation.

[GrahamDouglas]

Hi @meldrewreborn, thanks for your reply and comments.

From memory, the gas meter was replaced several years ago---really can't recall exactly when---maybe 5 years? I have attached a photo with serial numbers etc blurred out (hope OK).

[meldrewreborn]

@GrahamDouglas
@theunknowntech not that old then?

[theunknowntech]

That gas meter has less than two years left before it's due for recertification. I'd suggest forcing customer service to explain exactly why they're refusing to upgrade it. And perhaps remind them that theunknowntech has stated it IS possible to just upgrade and commission a gas meter at a later date to everything else WITHOUT having to replace the Comms Hub, IHD or ESME (Electric Smart Metering Equipment). The engineer simply has to pair and commission the new GSME to the Comms Hub during the install and while they're fitting it, the new Gas Meter will begin downloading firmware updates and setting itself up.

[GrahamDouglas]

Thanks so much to all, @theunknowntech, @meldrewreborn and @JoeSoap, for your comments + advice. I will indeed be contacting EON as suggested. Cheers!