[edd]

edd. I’ve been sending emails to hi unhappy and ceo regarding my smart gas meter not sending readings . The replies (or the lack of) give no reason for this and no advice asto what to do next. The last reply requested me to send a photo of my smart meter showing readings. I did this but received no reply. Not very good for customer relations or don’t these matter these days

[theunknowntech]

Perhaps the simple fixes might help solve this one. I'll ask @Bennie_EONNext if she can queue up some SMETS Commands to force the read schedule to update. It might just be a simple one!

[meldrewreborn]

@edd

Send in your readings via the website. Keep a record of them too.

While your irritation is clear, its important to recognise what are big problems in the overall scheme of things.

[Bennie_R97]

Hey @edd,

I can imagine how irritable can be when someone don't reply back. If you don't hear from us by email, there is a great team on Social Media that will look into the query and help you with a specific problem.

Without going in too many specifics, I would say that it is possible we lost the connection of the meters. This is a simple fix. If you pop a message on social media, one of the energy specialist can sort this out for you and also see if there are any other reasons.

I hope this helps 😁

[edd]

@Bennie_EONNext unfortunately I don’t possess a mobile phone. This may sound strange in this day and age, but being 91 years of age I don’t see the reason for one . Anyway I can connect other than social media ?

[edd]

All I require is a bill showing my usage and charges . I can’t get these hence I complain

[edd]

Received email from Maxine eonnext . Seems they are having trouble with gas smart meters. No reason given for not replying to my emails. Thanks for your help

[Watto]

@edd - hi, I just changed to Eon from Scottish Power who had installed SMETS2 'smart' meters in 2020. They worked fine sending readings to them, After the change over the electricity readings were successfully sent to EON but not the gas readings. Both readings were OK on the home hum and the readout on this matched the readings on the meters. The daft thing was that EON were sending bills for the electric but not for the gas (not even and estimated one).
So I rang up and spoke to someone at EON who later emailed me back and told me I definitely didn't have a gas smart meter because there wasn't one on the national database. 🙄 And therefore I would have to supply manual readings. They did offer to come and fit a smart meter but didn't say whether or not that would incur a cost. 🙄
So I did a bit of research (the OVO energy site was good for this) and did a bit of digging. The WAN and HAN lights were flashing green (every 5 secs) which indicated everything was OK there. So I started pressing buttons on the gas smart meter which I don't have 🙄 and got into a bit which said something like network or communication and then 'JOIN?' so I pressed OK to join and it 'seemed' like the gas smart meter that I don't have has connected with the communications hub attached to the electricity meter.
So the bottom line is that I'm now hopeful that the communication hub will start sending gas readings to EON.
If not I probably won't get any bills. 🤞

[theunknowntech]

Hey @Watto !

So you probably discovered a bunch of guides from my friends then eh? :)

I'll ask @Anasa_EONNext to check the read schedule for your gas meter is also set up. It should have pulled down that config but I like to be certain. Oh, and if you do have a gas supply, it'd be registered on Xoserve, which is the national database of all gas meters that every supplier can access. I wonder if customer service only bothered to check ECOES which is the electricity equivalent. Or whether they just checked if a gas meter was paired to the comms hub... Naturally a gas meter wouldn't show up on the latter two for fairly obvious reasons in this situation!

An engineer visit might still be needed though...

[Bennie_R97]

Hey @edd, sorry for the late reply, totally understandable.

Did you manage to get this sorted?

Benedetta 😊