[AntS82]

I had my meters replaced in August after transferring from npower to eon next and ive got a few issues that i am struggling to get resolved.
Firstly, neither meter has sent an automated reading to eon despite me requesting daily readings. I know they are connected as eon requested a reading which was sent.
Secondly, the reading recorded on my account when eon requested one was different to what my electric meter and ihd show.
Thirdly, the ihd doesn't display any electricity tariff/cost info.
I have requested help on facebook a couple of times but so far all ive been told is the smart meter team will look into it.

Has anybody else had this issue with the wrong readings?

It is unacceptable to charge me based on incorrect readings.

[Beki]

Do you have a SMETS1 or SMETS 2?

The first generation meters, also known as SMETS1 devices, were found to have a fault where many stopped working after customers switched suppliers. This is not just a problem for EON Next - it is an industry wide issue and your meter will not become 'smart' again until they have fixed the fault. Like the rest of the industry, we are trying to enrol SMETS1 meters into the Data Communications Company to enable customers to switch between suppliers and maintain smart functionality without customers needing a meter exchange, the timescale for which is out of our control and unknown at present.

So your immediate options are to hold out for this fix of your SMETS1, or I can register you for an upgrade to a SMETS2 in the near future. In the meantime, we will need monthly meter readings to keep your bills accurate.

The SMETS2 require about 42 days to connect to the system so it can depend on when you joined us. If it is still not connecting it may require manual input from the DCC. The best way to find out about your account specifically is to pop us a message on Twitter or Facebook and our team of Digitial Energy Specialists can get back to you.

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

Everything & everyone powered by sustainable energy. 🌍

[Landmark]

Have you tried asking Eon Next by private message on Twitter. If not why not give it a try and let us know how you got on.
Wishing you all the best😉

[jamjar]

Hi Ants.. at least you got an in-house display! My mother had a "Smart Meter" fitted on 10th September but we were not provided with an in house display and the smart meter has never worked so is not sending any readings- she is still getting emails asking for readings! What is more now that the meter has been changed the digits are too small for her to see so when she is asked for a reading I have to go round and get a ladder out to see it. I have complained to EonNext, sent 3 emails so far and have not had a response. Useless

[Beki]

@jamjar Hey there Jam Jar,
Something seems not quite right with no IHD being provided. We provide these at all appointments so would like to arrange this to get sent out with an engineer and schemed. We can also supply Assisted IHD for people who may need one.

Can you pop a message over to our team on Facebook/Twitter and mention that you have been chatting to me on the Community and send the above message. An Energy Specialist will them be able to book an appointment for you.

I hope this helps.

Sending positive energy to you,
Beki

[Landmark]

Originally Posted by jamjar

Hi Ants.. at least you got an in-house display! My mother had a "Smart Meter" fitted on 10th September but we were not provided with an in house display and the smart meter has never worked so is not sending any readings- she is still getting emails asking for readings! What is more now that the meter has been changed the digits are too small for her to see so when she is asked for a reading I have to go round and get a ladder out to see it. I have complained to EonNext, sent 3 emails so far and have not had a response. Useless

The sub contracted engineer who fitted your mum's Smart Meter should of given you and Eon Next a valid reason why they did not supply/provide it. 2 possible reasons for this spring to mind as follows:
The engineer did not have permission to supply an IHD because when offered it was refused; even if the error in refusing it was due to a misunderstanding etc
The engineer had technical problems getting it to talk to the smart meter(s) but subsequently (a) forgot to report it or (b) the engineer reported it, but the person they reported it to, didn't register this issue.
If the latter, then they have failed in fulfilling their responsibilities; however, now that this unfortunate failure has happened, even if the former happened, it can still be rectified by subsequent supply, so you'll need to follow Beki's instructions and you and your mum need to 'patiently' wait a reasonable time to give Eon Next a chance to make good their legal obligations to you.
I can assure you that it must be sorted out sooner or later; the law is on your side. Please refer to your legal rights in references provided below*
Wishing you a happy new year😉
* References: Smart Meter Installation Code of Practice, Version 1.0 Dated 1 September 2021: schedule 16 chapter 3

In-Home Display (IHD)
3.3 In the case of Domestic Consumers, each Energy Supplier shall ensure that an IHD is offered at
the Installation Visit and if accepted, installed in an appropriate location, taking into account
Consumers with specific needs e.g. mobility issues, and set up as far as practicable to meet the
needs of the household e.g. tariff and payment type.
3.4 In the case of Domestic Consumers, each Energy Supplier shall record instances where the
Consumer has opted not to take an IHD.
3.5 An IHD does not have to be offered to Micro Business Consumers. Where an IHD is provided to
a Micro Business Consumer, Paragraph 3.8(a) shall apply.
3.6 Paragraph 3.3 does not apply where the Energy Supplier is derogated from the requirement to
offer an IHD pursuant to and in accordance with an Alternative Display Direction.
3.7 Paragraph 3.4 does not apply where the Energy Supplier has provided an Alternative Display in
accordance with an Alternative Display Direction.

SMICoP - REC Portal

[jamjar]

@Landmark Thanks. We had a call New Years Eve and another appointment has been made! The guy at customer services said that it wasn't a smart meter that was fitted (though that is what was booked and we were not told that it wasn't by the engineer!) I'll keep your post in mind and quiz the engineer at the next appointment - I've made sure I can be around!

[Beki]

@jamjar Ahhh....that explains it. I wonder why a smart meter was not fitted that time. Thank you for keeping us updated and let me know how you get on with this appointment! 😊

[Queenie]

@jamjar Hi again,
Only just seen this quote from you. Pleased to hear you have an appointment. However, your experience with customer service where you were told you haven't got a smart meter is just sheer incompetence. I think I told you previously that customer service told me I hadn't got a smart electricity meter.Absolute nonsense! Of course I have. I know this with certainty. Just wondering how long my appointment is going to take. It's almost 3 weeks now. I am waiting for an incomplete smart meter installation to be rectified.