IHD not working 4 days after addition of the gas meter.

Level 1

gerry

03-03-22

8665 views

Hi,

Eon energy arranged for a smart gas meter to be added to the smart electricity meter that SSE/Ovo Energy provided last year

Although it all seemed to work for a couple of hours after installation, The Gas IHD (SmartView2) is continuously pairing/scanning. The IHD for Electricity (GEO Trio II) is displaying that it is not commissioned.
I moved the IHD's to be 2 metres from the electricity meter and have powered on/off and removed batteries etc;

How can I get the installers to sort it out? I have no contact numbers and have spent hours trying to get through on Eon's 0808 5015200 with no success.

Any help appreciated.

Best Regards,
Gerry

16 Replies

Level 78

theunknowntech

04-03-22

Hey there @gerry !

I can try to figure this out, but I could do with some photos of everything please if you could.

Just another guy passing by... The unknown tech way...
Pete is an IHD Tariff Update Robot! 🤖 Anasa is a Giant Enemy Robot Spider 🕷 🤖 Hannah is neither! Need Customer service? click here! Replacement IHD Guide? Here it is!

Level 1

gerry

05-03-22

@gerryHi Unknowntech,
Thanks for offering to help. Photos attached. Name: IMG_20220301_142133.jpg
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Level 78

theunknowntech

07-03-22

Sigh... Some genius managed to boot both IHDs off of the network it seems. And you only need one of them anyway.

My advice would be to chuck the SmartView 2 in the bin and keep that Geo Trio II Touch that SSE gave you - it's the superior IHD anyway and way better than the SV2. You'll probably want to get customer service to reboot the Comms Hub as a first fix, so let me grab @Beki_EONNext for this one. It'll probably be easier if I tag team with her to try and fix an issue like this.

Level 78

theunknowntech

07-03-22

The GUID to restore onto the HAN is BC-6E-76-FE-00-55-E9-A1. The one to nuke would be the one that ends 11-C8-5E

Level 1

gerry

08-03-22

Hi @theunknowntech and @Beki_EONNext
Thanks for the info. Do I need to do anything?
At present both IHDs are plugged in to the mains and are close to the meter.
TIA Gerry

Beki

08-03-22

@gerry I can't find your electric account on our system. Is your electric with us?

Level 78

theunknowntech

08-03-22

Also, while I'm at it... Something tells me that your Comms Hub may have been tampered with by an engineer. There's a missing tamper seal and this does need to be repaired. It's also possible that this might be why your IHDs aren't working. Are you seeing meter readings come through at all?

Either way, please contact customer service about that and point them at this thread. I see no reason why an engineer would have needed to snip that particular tamper seal and not re-fit it afterwards. I see you've replied to me in the meantime, but it's not through pre-moderation yet. I'll make sure to reply to your latest reply as soon as possible after it has been approved.

Beki

08-03-22

@theunknowntech Forever the detective!
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Level 1

gerry

09-03-22

Originally Posted by Beki_EONNext

@gerry I can't find your electric account on our system. Is your electric with us?

No the electricity supply is Ovo (was SSE). Ovo told me to contact Eon because their part has worked since installation over a year ago. It stopped working on the day of the Eon gas smartmeter installation. I hope this helps and thankyou for helping.