[emmajayne91]

@theunknowntech I’ve never known something take so long 🙄

[theunknowntech]

I know right! Because it never usually takes this long. :)

On average, the SMETS Command for this task usually executes and reports back within five to ten minutes. :D

Your smart meter must be very secure somehow. :P

[PeterT_EONNext]

Thanks for that @emmajayne91

I just wanted to make sure our Smart Team have the correct Device ID for your IHD (I remember you mentioning the Ivie Bud previously but couldn't see this picture anywhere apologies if you've posted this already) in case this were to help.

We're trying to send a tariff update to your meter and this has continually failed - we've referred the issue to the DCC and I (really hope) I can get an update on this for you really soon, I'm sorry how long this is taking to get resolved for you, I promise you though, I haven't forgotten about it!

Pete 😊

[PeterT_EONNext]

Hi @emmajayne91

Just another quick update (I hope we're now making some progress) 🤞

I've now linked in with one of our Smart specialists who is directly looking into this so we should get this resolved for you as soon as possible, I'm sorry it's taking so long to get resolved.

Our Smart specialist has sent out some updates (ones that I'm not able to send out myself)

Tomorrow, please can you follow the below steps?

Step 1: Hold the on/off button to turn the power off and let go when the screen says Goodbye/goes blank. (the on/off button will either be the only button on the back of the monitor if it's a Chameleon IHD or an OK button on the front if its a Smart View IHD)
Step 2:Unplug the IHD and stand in front of the Electricity smart meter (do not plug it in as the battery lasts up to 1 hour) then hold the same on/off button but let go as soon as you see the screen coming back to life (hold for too long and it will switch off again)
Step 3:Wait until it looks like it's fully reset or leave the IHD by the meter for up to 10 mins.
Step 4: You can then return the IHD to where you had it and plug it in. (the Bluetooth type signal can reach up to 10 metres but thick walls reduce the distance)

If this doesn't work after what our Smart specialist has sent out to your meter, please let me know as they've assured me that they do have a few more things we can try.

Pete 😊

[emmajayne91]

@theunknowntech it’s ridiculous it really is

[emmajayne91]

@theunknowntech @PeterT_EONNext. This is getting stupid now. The Ivie bud does not work unplugged so I can’t stand in front of my meter as I can’t plug it in near it, so no I can’t follow those steps.

[Andy65]

@emmajayne91

That is just ridiculous if the Ivie Bud needs to be permanently plugged in, especially as eon-next is moving to this as their preferred IHD.

5 months on and you're still in the same position, you have my sympathy

[emmajayne91]

@Andy65 exactly, I’m at the end of my patience with it all now. I’ve never known something so simple be so difficult.

[PeterT_EONNext]

Hi @emmajayne91

I'm so sorry that this still hasn't been sorted for you.

The good news is, I've managed to send another tariff update out to your meter today and this is showing as being 'Successful' where we've previously seen an error sending this communication (picture below to show you this from today)



What this means is, your tariff should update on your meters later this evening/tomorrow and in turn, your IHD - I'll be around tomorrow so please do let me know if this has finally changed for you.

Pete 😊

[emmajayne91]

@PeterT_EONNext ok thanks. I will let you know. It’s currently 11pm and still no change