Trilliant Problem

  • GardenerMart's Avatar
    Level 1
    Hi
    My smart meters worked fine for a number of years but back in January of this year the IHD lost connection. Looking at the Trilliant hub the power light is constant green, HAN light flashes red and there's nothing on the WAN.
    I contacted customer services - explained the situation, sent photos and was told the problem would be forwarded to the relevant department to be resolved.
    Heard nothing since and Eon Next say they aren't receiving meter readings so this week contacted customer services (again with full explanation and photos) and again they suggested powering down and restarting the IHD (does this actually reset the Trilliant hub?) and of course I emailed back to say it'd already been done.. That was yesterday at 10.48 and so far there's been no further response.
    Gas meter is L&G G370
    Elec meter is L&G E470

    I was wondering is there anything else from my end I could or should be doing to try and resolve

    Thanks in advance
    Martin

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  • 8 Replies

  • theunknowntech's Avatar
    Level 59
    To me, I get the feeling the Comms Hub is possibly dead. It's really hard to know for sure though, because Trilliant refuses to publish the user manuals for that Comms Hub and has never even attempted to explain what the lights on them actually mean. It may as well be double dutch!

    This may require the meters to ultimately be replaced, but I think @HannahD_EONNext and @PeterT_EONNext might have a few tricks they can try.
    Just another guy passing by... The unknown tech way...
    Pete is an IHD Tariff Update Robot! πŸ€– Beki is a Giant Enemy Robot Spider πŸ•· πŸ€– Hannah is neither!
  • GardenerMart's Avatar
    Level 1
    Quote Originally Posted by theunknowntech View Post
    To me, I get the feeling the Comms Hub is possibly dead. It's really hard to know for sure though, because Trilliant refuses to publish the user manuals for that Comms Hub and has never even attempted to explain what the lights on them actually mean. It may as well be double dutch!

    This may require the meters to ultimately be replaced, but I think @HannahD_EONNext and @PeterT_EONNext might have a few tricks they can try.


    Thank you for looking and replying. Keeping my fingers crossed ..
  • PeterT_EONNext's Avatar
    Community Co-ordinator
    Hi @GardenerMart Welcome to the Community! πŸ˜„

    @theunknowntech Is right here - A few of the older, first generation SMETS1 Smart Meters installed by Npower have become a little bit dead and do need replacing.

    The good news is, we can replace both of your meters with brand new SMETS2 second generation Smart Meters. To do this, you'll need to get in touch with customer services so an energy specialist can go through the appointment details with you.

    I've pinned a note to your account so when you do get in touch, the Energy Specialist you speak to will know exactly what to do, you'll just need to say that you've been told to get in touch for this reason and that if they need to, to just refer to the note I've pinned on your account.

    There are a number of ways to get in touch (the quickest being Facebook/Twitter or WhatsApp) You can find all the ways to speak to customer services in my signature below.

    Let me know how you get on.

    Pete 😊
    Cool 😎 Calm 😌 Collected πŸ™Œ - Here to help, or just for a chat if you like!


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  • GardenerMart's Avatar
    Level 1
    @PeterT_EONNext

    Hi Pete
    thank you for the speedy response, have WhatsApped as suggested and will keep you posted
  • GardenerMart's Avatar
    Level 1
    Hi @PeterT_EONNext & @theunknowntech
    Quick update - after contacting customer service via WhatsApp yesterday got a slot for a chap to visit this morning. He changed both meters and set up a new in house display unit. All done by 11.00 - very quick, efficient and professional. Thank you so much for sorting it out for me, it's really appreciated.
  • kosmikat's Avatar
    Hi there,
    Apologies for butting in but after looking around on the forums I can see that I have the same meter as @GardenerMart. @PeterT_EONNext, would it be OK if I also took the same route to see if I can't, too, get the meter upgraded. I've been without the service ever since we switched over from NPower and that's been a few years now.

    Thanks
    ​​​​​​​Wil
  • PeterT_EONNext's Avatar
    Community Co-ordinator
    Hi @kosmikat

    It does appear that your issue is the same.

    If you can also please get in touch with customer services via one of the methods stated in my signature (viewable in my post above), an Energy Specialist can get an appointment booked with you. I've also pinned a note on your account so when you do get in touch, the person you speak to will know why you're contacting and what they need to do.

    Pete 😊
  • PeterT_EONNext's Avatar
    Community Co-ordinator
    @GardenerMart That's great to hear! I'm glad that everything has been resolved for you so swiftly.

    ​​​​​​​Pete 😊