[Marko56]

Months ago my IHD stopped displaying electricity usage. I contacted e-on and eventually they tweaked something somewhere and I got electricity back but lost gas. After months of contact (and complaints raised) I still have no gas usage on the display. I am now told that I am going to be switched to e-on Next in the next couple of weeks so am I likely to get resolution? Thanks

[Han_EONNext]

Morning Mark,

Good to have you with us 😊. I am sorry you have been having troubles with you IHD. Do you know when you are being switched over?
When switching over the smart meter goes through a reconnection stage and can take up to 6 weeks from your supply start date to reconnect. In this time period you IHD and smart meter can look a little funny and display different things at different times.

Once the 6 weeks are up, and the gas still hasnt connected then please try and reset the IHD by doing the following:

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)
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)
3. Wait until it looks like it's fully reset or leave the IHD by the meter for up to 10 mins.
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 still doesn't work you can of course come back to the Community and ask us, but it might be better to contact our Energy Specialists. These can be reached 24 hours a day via Facebook, Twitter or Instagram.

Hannah 🌍

[Marko56]

@Han_EONNext
Hi, I am supposed to be being switched over in the next two weeks but this problem was first reported by me in October 2021 so I don't hold out a lot of faith for it being resolved via e-on Next. Can an engineer not be sent to the property to investigate? During the coldest part of the year I have had no visual on gas usage which goes against the whole idea of having the display to maybe limit usage?
Thanks

[Han_EONNext]

@Marko56 Thanks for getting back to me 😎

I do really get how frustrating it may be, and time consuming getting this issue fixed! As the account is in migration and not fully with us at E.ON Next there isn't anything our company can do at the mo for you 😥 - whist the account is still with E.ON you are best off asking them for advice.

I do understand the wait time, but we do need to do all our waits and checks before looking into sending an engineer as it could be a simple system fix on our side!
Its a shame about not being able to see the usage, apologies on behalf of everyone involved.

Hannah

[Han_EONNext]

@Marko56 Thanks for getting back to me 😎

I do really get how frustrating it may be, and time consuming getting this issue fixed! As the account is in migration and not fully with us at E.ON Next there isn't anything our company can do at the mo for you 😥 - whist the account is still with E.ON you are best off asking them for advice.

I do understand the wait time, but we do need to do all our waits and checks before looking into sending an engineer as it could be a simple system fix on our side!
Its a shame about not being able to see the usage, apologies on behalf of everyone involved.

Hannah