[NinjaTurtle]

My tariff changed two weeks ago, but when I go into my account information on my smart meter it says the day rate and standing charge of the previous tariff. Will it get updated automatically or can I force it to update? I got the Chameleon SMETS2 meter.

[theunknowntech]

Hi.

I think I know the fix for this one. When your tariff changes, the new tariff data is supposed to be downloaded to your meters automatically and from there it also gets picked up by your IHD. Sounds like that's not happened in this case but there's a solution. You'll need to have a chat with customer service and ask them to run the SMETS Command Update Tariff Configuration which should force the meters to pick up the correct rates within 48 hours.

[Beki]

@NinjaTurtle @theunkowntech is corrrect. If you are able to, pop us a message across to us on Facebook (@eonnext) or Twitter (@eon_next) and one of the Digi fam will pick up your message and be able to send an update over.

Sending positive energy to you,
Beki - Digi Ops Team Leader & Sustainability Enthusiast

Everything & everyone powered by sustainable energy. 🌍

[NinjaTurtle]

Unfortunately, the issue still hasn't been solved. I called straight after receiving the answer and the reply I got was that the command Update Tariff Configuration has been run and I need to wait for 30 days after switching tariffs. It's been 50 days and still nothing. I called customer service again today because I noticed my smart meter also is not sending readings. They told me that a lot of people have the same issue and basically my smart meter is useless now and I have to submit the readings manually. One of the reasons I got a smart meter was to not have to get stuff out of my cupboard to get to the meter. Also that there's no timeframe for this fix. How is this acceptable? No wonder people don't want smart meters if things like this can happen.

[Landmark]

Originally Posted by NinjaTurtle

Unfortunately, the issue still hasn't been solved. I called straight after receiving the answer and the reply I got was that the command Update Tariff Configuration has been run and I need to wait for 30 days after switching tariffs. It's been 50 days and still nothing. I called customer service again today because I noticed my smart meter also is not sending readings. They told me that a lot of people have the same issue and basically my smart meter is useless now and I have to submit the readings manually. One of the reasons I got a smart meter was to not have to get stuff out of my cupboard to get to the meter. Also that there's no timeframe for this fix. How is this acceptable? No wonder people don't want smart meters if things like this can happen.

If I were you I would not despair. With this new technology, you have to persevere to fix a problem. Therefore, do it all again, and again. I know its inconvenient, but hey ho that's life🙄
Let us know how you got on, and share your experience with us; good or otherwise.

[Beki]

@NinjaTurtle Hey there, It's Beki again!

As it's a SMETS2, we need to get the smart meter team looking into this. If you can send us a message over on Facebook/Twitter (@eonnext), one of the Energy Specialists will be able to contact the smart team for you.

Please let me know how you get on, or if you need any further help. 😊

[Laurie]

I also have this problem.

[theunknowntech]

Originally Posted by Laurie

I also have this problem.

Hiya! Is your Smart Meter and IHD showing the wrong tariff rates? If so, my advice above should fix it - the SMETS Command Update Tariff Configuration will often fix around 98% of cases where the meters pulled down the wrong rates or haven't refreshed since you changed tariff. You'll want to contact customer service and ask them to issue the command.

[Laurie]

The customer services tell me that it is not company policy to update the IHD if the customer is on the default tariff. Is this correct?

[Laurie]

Originally Posted by theunknowntech

Hiya! Is your Smart Meter and IHD showing the wrong tariff rates? If so, my advice above should fix it - the SMETS Command Update Tariff Configuration will often fix around 98% of cases where the meters pulled down the wrong rates or haven't refreshed since you changed tariff. You'll want to contact customer service and ask them to issue the command.

The customer services say that is is not company policy to update the IHD if the customer is on the default tariff. Is this correct?