Another smart meter not submitting readings post move from Eon to EonNext

Community Team

10-10-22

Hi @DarrenG

Your particular issue is still showing as unresolved - I'm going to speak to the Smart Team directly tomorrow afternoon in relation to your electricity meter when they're available, between 12pm and 1pm, and will ask them to look into this further tomorrow as this doesn't seem to have moved forward.

I've set a reminder and will come back to you here tomorrow once I've spoken directly with them so I can find out what's going on and why this hasn't been fixed for you yet.

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Level 6

DarrenG

14-10-22

Thank you @PeterT_EONNext

Level 6

DarrenG

27-10-22

Hi @PeterT_EONNext

i am guessing that the SmartTeam have been unable to progress ?

Community Team

PeterT_EONNext

27-10-22

Hi @DarrenG - sorry for the late response on this.

As this has taken far too long, I've managed to get hold of one of our Smart specialists. They've spotted an error which they believe is stopping the meter from communicating with us, have reset this now and we'll be able to tell tomorrow if this will fix things (they seem to think that it will) so 🤞 this will be it!

Level 6

DarrenG

27-10-22

Fingers crossed and thank you for your continued help. It’s really appreciated

Level 6

DarrenG

02-11-22

Good Morning @PeterT_EONNext

As far as I can see its not looking like the readings are going through. Do you know what next? Do they need to swap my smart meter?

Level 6

DarrenG

08-11-22

Hi @PeterT_EONNext

Sorry to be a pain, any news? What next?

Community Team

PeterT_EONNext

08-11-22

Hi @DarrenG

Sorry for the late reply to you.

The Smart Team are adamant that the connection with the meter isn't lost - one of the updates they have sent out has failed to go through and I've asked them to re-submit this today.

They've received some information back from the Smart Data Communications Company which indicates that the meter is working as it should and we're just having trouble calling on the meter to send us the meter readings through.

Your data settings are set to 'half hourly' but the DCC seems to have it down that this is set to 'Monthly' which would be an issue causing us from not being able to take the readings. An update has now been sent out today in order to correct this which should (hopefully) start the readings coming through to your account again within the next week.

Level 6

DarrenG

17-11-22

@PeterT_EONNext Could I check progress. I think there may still be a problem but would like to check what next. Did the change to half hourly readings get through OK?

Community Team

PeterT_EONNext

18-11-22

Hi @DarrenG

The attempts made by the Smart Team still haven't worked which we can see in the report log for your meter which is now showing on your account.

The half-hourly data issue now seems to be fine but we're still having trouble calling on the meter to send us your 'daily' reading so we can input a Smart meter reading on your account.

I've notified the Smart Team again today for next steps, they're currently around 3-4 days behind requests so should know more within the next week.

I'm sorry that this still hasn't been resolved yet - your case is unusual as everything seems to be working fine with your gas meter but we are having these troubles with the electricity side (its usually the other way around)

I haven't forgotten about this though and will continue to chase this until this is fixed.