What's the point of the smart meter if it doesn't submit readings?

  • onemanonegoat's Avatar
    Level 1
    For staff, my account number is:

    After a while of pestering about smart meters I thought ok, lets get one sorted. One call to Cadent later after the installer made a quick exit leaving the whole apartment building smelling like gas and it's finally installed. Great I think, no more looking in the cupboard every couple of months and putting in the readings myself....

    It's been 47 days since a meter reading has been taken, and that's only because 47 days ago I had to phone up and ask why e.on hadn't taken a reading from my smart meter or generated a bill in a month or two.


    All I want is an energy provider that will reliably generate bills based on my actual usage. Of the 4 suppliers I've had in the past 5 years only one was able to do this reliably (Tonik), Spark was an absolute nightmare, Scottish Power were expensive and a bit disorganised after the Tonik take-over but at least the billing was reliable.

    And now I'm stuck with another lemon: e.on. *rolleyes*
    Last edited by DebF_EONNext; 30-04-22 at 20:49. Reason: removed sensitive account data
  • 11 Replies

  • Best Answer

    Beki_EONNext's Avatar
    Community Manager
    Best Answer
    @Del I apologise that you haven't had a reply to your email. We aim to try and respond after 24 hours. Facebook and Twitter messages however are our version of live chat and so you have a Energy Specialist working through your query with you. It's really efficient and we help well over 600 customers a day. Whilst I cannot answer your query here as this is the customer to customer forum, I check posts and point people in the right direction to get the help they need.

    With a SMETS2, across the energy industry, it is normal for your meter to disconnect and reconnect and this can take up to 42 days to get a connection. I appreciate that it is annoying - I myself am still awaiting my gas to reconnect so am having to do a manual read this month. If you would like someone to look into it for you today, you can contact us on Facebook/Twitter 8am - 10pm. If you prefer giving us a ring, know that our lines are open 9am - 5pm Monday to Friday. Home related calls 0808 501 5200
    Business related calls 0808 501 5699

    Sending positive energy to you,
    Beki 🌍
    Digi Ops Team Leader & Sustainability Enthusiast
  • theunknowntech's Avatar
    Level 78
    Hi there.

    I'm only a volunteer myself, so I don't have any access to your account or any of the systems involved. It sounds like your Smart Meters might be SMETS1, but I can check them if you'd like me to. Please post photos of your Smart Meters and In-Home Display in your next reply. I'll be able to verify what you have and advise from there.

    Just another guy passing by... The unknown tech way...
    Pete is an IHD Tariff Update Robot! 🤖 Beki is a Giant Enemy Robot Spider 🕷 🤖 Hannah is neither! Need Customer service? click here! Replacement IHD Guide? Here it is!
  • onemanonegoat's Avatar
    Level 1
    @theunknowntech the in-home display thing is a SMETS2, and the electricity meter its self is an EDMI ES-10B.
  • onemanonegoat's Avatar
    Level 1
    I'm done with e.on, started the switch to Octopus. Hopefully they will be able to do the bare minimum that an energy supplier should be doing:

    - Take readings from the smart meter & generate bills every month based on my actual usage.

    It seems complaining here and via e-mail and trustpilot got them to finally pull a meter reading, the smart meter works and has been working since day one, but e.on just weren't pulling readings or generating bills properly.

    However my balance didn't update until I called up and got somebody to look at the account (which apparently was fine, until I pointed out this stuff, then oh yea... we need to generate a bill), and now it shows -£100 in debit.

    I will be glad to get that paid-off and wring my hands of e.on.
  • BethS_EONNext's Avatar
    Morning @onemanonegoat, thank you so much for taking the time to post on our Community!

    This is a place designed for customers to help each other with their general account / supply queries - unfortunately I don't think another customer will be able to answer this question for you as we'd need to look directly into the account. Are you able to remove your account number from your original post? Just wanting to keep your details safe :)

    The great news is our wonderful Digital Teams are available on Facebook & Twitter 8am-10pm 7 days a week, so I'd recommend popping us a private message on a platform of your choosing, and we will look into this for you. You can also email us on hi@eonnnext.com and we'll get back to you as quickly as we can!

    If you prefer giving us a ring, our lines are open 9am - 5pm Monday to Friday (although given the bank holiday this weekend the lines aren't open until Tuesday). Home related calls 0808 501 5200 Business related calls 0808 501 5699.

    Hope this helps!

    Beth :)
  • Del's Avatar
    I'm in the same boat. My second generation smart meter, fitted recently by E.on, which is working perfectly at my end is not being read by E.on Next and has not been read for 41 days since my involuntary migration from the original E.on to E.on Next. When I visited the lousy E.on Next website (not a patch on the old E.on website) I found myself requested to submit a manual meter reading only then realising that my flashy new smart meter was not being read by my new supplier and sending frequent meter reads to them automatically on my behalf. That was the first I had heard of it and that randomly by accident.

    I have emailed E.on Next to query this failure on their part to connect with my meter on the grid and for not informing me in advance of this problem. If I moved from E.on to another electricity supplier I am sure that they would have been taking reads from my smart meter quicker than 41 days.

    E.on and E.on Next had time enough to have planned the forced migration so that things could have gone smoother than this.

    Four years as a happy and satisfied customer of E.on and now this mess got foisted on me.

    (And as I may have mentioned this unfriendly and cranky new website isn't a patch on the old one.)

    If things don't improve pretty quickly I will be moving to a new energy supplier before the end of the year.
  • Beki_EONNext's Avatar
    Community Manager
    @Del Hey there, thank you so much for taking the time to comment on our community. If you still need some support or an update on your SMART meter, you can always pop us a message with your account details over on Facebook/Twitter and we can check it out for you. It could be something simple like the reading schedule or the billing date set up, or it might be something that we need to contact the smart metering team to resolve. Either way, our team are there to support it - should you still need it.

    Sending positive energy to you,
    Beki 🌍
    Digi Ops Team Leader & Sustainability Enthusiast
  • Del's Avatar

    Hi. I emailed E.On Next using the address hi@eonnext.com with my details and a description of the problem. I received no acknowledgement from E.On Next that this had been received automatically by the system and, to date, have had no reply in respect to the issue in response to my query. Why would contacting the company on Twitter or Facebook (which I don't even have an account on) be any different than using the official email address? This difficulty in communication is pretty hopeless. Nothing anywhere near this bad ever happened with the old E.On. My smart meter is SMETS2 which should have enabled it to work with any supplier I switched to seamlessly without interruption. I don't know why E.On Next seems so third rate but am entirely disappointed with the new service and will probably soon move to a new supplier.
  • Beki_EONNext's Avatar
    Community Manager
    Our wonderful member @theunknowntech has also answered this question in this thread.