Good morning, i have a problem for a while now and eon hasn't been helpfull at all, they kept saying no engineer available for my city Bristol.
Feb 2021 i moved into a new flat building and in April i switched over to Eon, i had left a geo trio IHD from old provider that has never been commissioned.
Multiple times i tried to ged Eon to suply and fit a new IHD or commission my geo trio ihd without any help.
Can i do it myself? I've been waiting for over 6 months now to get this sorted
As far as I'm aware, you are eligible to have that Geo Trio II Touch paired to your Home Area Network as it's a SMETS2 IHD - suppliers are required to allow it to join even if they didn't provide it themselves. I'm afraid you can't pair it completely on your own though, as it requires the GUID of the device to be authorised to join the HAN and then the Comms Hub be placed into Search Mode. You don't need a replacement IHD - and trust me, you don't want the IHDL SmartView 2 as it's terrible compared to that Geo IHD.
It sounds like you've been given bad advice by customer service. Given the extended time period, I'll ask Beki or Hannah to stop by in case they're able to help in some way.
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!
@dariusandrei2012 Heya Beki here! 👋 Thanks for posing on the Community. I can see you have some advice from @theunknowntech already which is what the forum is all about.
I had a look at your account and I can see that we don't have all the information we need about your SMETS2. Don't worry, I have an Energy Specialist contacting the Smart team as we speak and we will get your meter and IHD up and running 💪
Beki, sorry to jump on tbis thread but you seem to be the Smart Meter star. What information is needed to get my Smart Meter back onto the system? The Citizen's Advice checker shows that my meter is on your network but my Trio IHD stopped working at the end on November (when Storm Arwen hit). The meter is on the Arqiva system and the WAN LED is on but flashes twice every so often. The signal strenght on the display has an 'x' above it so it looks like it's not connected. The HAN LED is off
It's worth noting that unfortunately, the Citizens Advice Smart Meter Check tool is unreliable and its results are not accurate. I've chucked loads of meters into the tool and it always comes back with completely inaccurate results - such as claiming my SMETS2 Smart Meter "doesn't exist" when it definitely does and has been working fine with my supplier for over eight months.
With that being said, it appears that there might be a fault on your Comms Hub, as the electric meter can't find a HAN signal. Given your IHD is also having issues, that leads me to pin the blame on the hub itself, rather than your IHD or meter. You'll probably need to get further diagnostics done on the Comms Hub and possibly have it replaced. This does NOT require a Meter Exchange - just a Comms Hub swap at most.
One of the easiest is to try and use SMETS Commands to pull instant meter readings. You're in luck there. While I can't do that myself... I know someone who can...
Thanks. I was with Symbio before they went bust so the CA checker shows now with Eon so it seems to know that I've changed supplier. The GeoHome app was getting readings from the system until the end of November (when the power went off for 2 days). When the power came back on there were several attempts to reconnect the power with it coming on and off several times so it could have reset or damaged the hub.
Most of the help stuff relates to the GPRS system rather than the Arqiva system which also doesn't help with troubleshooting.
No worries. I've actually learned how both systems work, even though I'm in the Southern Territory myself. Admittedly, the Northern Territory is lacking in content, but I think some of my friends are attempting to write up their own guides. The fact the HAN light is totally dead is not a good sign.
I'm definitely tempted to agree with you. All those power outages may have fried the hub, but I'm unable to say whether it can be recovered. Beki has been flinging SMETS Commands all over the country recently, so I've asked her to try and pull at least a meter reading from your meter as a test. It'll probably fail, but never hurts to attempt it. But otherwise, I think your best option is to ping customer service about this and ask for the comms hub to be replaced as faulty. You won't be charged for this as it's not your fault.
@theunknowntech I was using Node-Red via GeoTogether to get my meter readings. I think it reads the data from the Trio IHD. This is what it says for the ZigBee
{"component":"ZIGBEE","statusType":"STATUS_ERROR", "systemErrorCode":"ERROR_CODE_ZIGBEE_NO_PARENT","s ystemErrorNumber":20}. The Bright app pulls data from the DCC (I think) and it was last seen on 28th November (the day after the electricity was reconnected)
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