[NickyCuff]

Hello,

I was a customer of Npower since moving into my house in 2016, I was moved over to Eon Next when they bought Npower. Whilst a customer of Npower I had both gas and electric smart meters installed in 2018 and they BOTH functioned perfectly. I was able to monitor my gas and electricity usage using the in house display and also on the online portal.

Since being with Eon Next only my electricity smart meter functions. I have flagged this issue numerous times to the customer service help on Facebook/ email. Apparently the Landis&Gyr G470 smart meter I have installed is not a smart meter (according to Eon).

I have no idea how I can rectify this as I am being ignored by all the advisors I have spoken to and have been told that basically they will upgrade my meter to a smart meter (which it already is) when they want to.

I feel like there is nothing I can do and no one is listening to me. All i want is them to acknowledge I have smart meters installed and rectify them to automatically submit readings!

Do Eon Next have technical support/ engineers??

HELP PLEASE.

.

[Anasa_EONNext]

Hi @NickyCuff Anasa here 👋 I'm so sorry to hear that you've been having trouble with your smart meter, I can see that a complaint has been opened for you today we'll get to the bottom of it for you.🙂

From what I can see is that you do have smart meters they are just the original smart meters, we call them Smets1 and they don't always work when you change over to a new supplier however those that have changed from EON Energy to Next we're trying to get them back up and running where possible, failing that we're also in the process of providing Smets2 meters which are designed to continue to work even if you change suppliers, we don't know when we'll be able to install them but we're working as fast as we can and we'll let you know when were in your area - I'm sorry I can't help further than this but you're in good hands with our Digi Specialist 🔥💡

[NickyCuff]

@Anasa_EONNext - "we don't know when we'll be able to install them but we're working as fast as we can and we'll let you know when were in your area" - This is the exact issue I mean when I say I have been flagging this for a year - and this is the only response I get... Yes the smart meter is not working, we will get to it when we can - When will this actually be? Saying we will get to it when we are in the area is poor. Will this be 2022, 2023, 2024? It has already been ongoing for a year.

[Anasa_EONNext]

@NickyCuff Anasa here!👋 I get that you're anxious about this and it would be great if we knew a time scale but we don't I'm afraid, we'll let you know as soon as we know, we're working to a deadline of all Smart meters being installed by 2025 🙂

[NickyCuff]

@Anasa_EONNext I wouldn't say I am anxious in the slightest. I am annoyed that it seems to be nigh impossible to actually get an Eon engineer to check the system and replace what needs replaced. I still find it extremely hard to believe that there is no way you can connect with my device.

I have also seen other threads on here where Eon have sent engineers out to repair the same issue - they werent given the same response as I am being given.

"We are working to a deadline of all smart meters being installed by 2025" - so at some point in the next 3 YEARS!! Someone will aftually come and sort this issue?! - seriously what kind of response is that? I am sure you wouldn't be happy with that timeline if you or any other members of Eon staff had this issue.. ridiculous.

[meldrewreborn]

@NickyCuff

The DCC has a programme to enrol all SMETS1 meters onto its system by the end of 2022. Eon have no control over this programme and have no means of telling where your meters are in the queue. But they're not going to replace your meters when the DCC should be getting them back working within 5 months.

what @Anasa_EONNext said is not I'm afraid correct, its 2022 not 2025, but I've seen this line trotted out by other eon next staff as well - it seems to be a case of mistaken information become totally believed. The DCC has a big and complicated website that has within it the details of the programme , and even they will not be visiting to fix the connection - its all done remotely.

I readily appreciate that this is not what you want to hear, but as I'm really no fan of the smart metering programme and its claimed benefits, I hope you can accept my advice to sit and wait for the smart function to be restored.

Of course if by 2023 they haven't...............

[Anasa_EONNext]

Hi @meldrewreborn the deadline has been extended by the government to 2025 you can check it out over at here 🙂
@NickyCuff I'm sorry it's not what you want to hear and as I said there is already a complaint open on your account and its being worked so you're in good hands, if we can get your Smets1 meters connected again then our Smart team will get that done for you if not you'll be on the waiting list for our Smets2 meters when this will be done is totally out of our hands, we don't get any special treatment for being staff so we'd be in the exact same position as you and have to wait until engineers become available 🙂

[NickyCuff]

@Anasa_EONNext I would appreciate feedback to my previous response

[Anasa_EONNext]

@NickyCuff if we can fix it and get it up and running then we will, if an engineer is required then that will be sorted as well all based on what we need to do to get you up and running, you're complaint is already being worked and is with the Smart team so hopefully we'll be able to get you up and running if not you'll be advised on what to do next 🙂

[meldrewreborn]

Originally Posted by Anasa_EONNext

Hi @meldrewreborn the deadline has been extended by the government to 2025 you can check it out over at here 🙂
@NickyCuff I'm sorry it's not what you want to hear and as I said there is already a complaint open on your account and its being worked so you're in good hands, if we can get your Smets1 meters connected again then our Smart team will get that done for you if not you'll be on the waiting list for our Smets2 meters when this will be done is totally out of our hands, we don't get any special treatment for being staff so we'd be in the exact same position as you and have to wait until engineers become available 🙂

2 different things. This customer has smart meters already but they are currently dumb because of the supplier change and thus fall under the DCC programme to enrol all SMETS1 meters onto their system by the end of 2022. The smart meter programme for those who haven't got them is now 2025 as you say. Please don't confuse customers about these 2 different issues.