Smart Meter, IHD, and Loop stopped working

Level 1

geoffp

05-08-22

6147 views

Hello,
My smart meter is very important to me as I have solar panels. I am often looking at the display to see how much I am using or exporting in order to decide whether to put appliances on or not. I am also signed up to Loop Energy so I can see my usage on a longer term basis. So I was a bit miffed when three days ago it all stopped working. Nothing on the In Home Display and no data collected by Loop. I phoned the EON smart meter team and the guy confirmed he could not access my meter and said simply, "this happens and it can take two weeks to start working again". Is that really the case and why does it take two weeks??
I have taken a look at my meter (Liberty 100) and the WAN light give 5 flashes, pause, 5 flashes, pause, etc. On another forum it was said that means the WAN is working. I have no HAN light at all.
Would appreciate any help to get this all working again. Thanks.

11 Replies

Level 91

JoeSoap

24-09-22

@geoffp

Did you ever get this issue resolved? Please let us know here where you are at with this. We have a volunteer smart meter expert who can hopefully assist if you're still having trouble.

I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.

Level 5

lawrencewp

09-03-23

@geoffp
I think I have basically the same issue. My smart meter is working correctly in so far as giving accurate meter readings, but the company doesn't seem to be receiving them. Nearly all my recorded meter readings are the ones I have supplied to Eon, not ones from the smart meter. In addition the firm's smart app does not currently allow access to readings - and my Loop Energy app seems only to have very limited data access for both my electricity and gas accounts.
My IHD however works reliably, or at least it does if it placed in the same room as the smart meter (which kind of defeats the purpose of a remote display!). Oh, and I have not had a statement for the last 3 months high usage period....
All in all it's not satisfactory and I am looking to switch providers to one who can provide reliable data!

Level 91

meldrewreborn

09-03-23

@lawrencewp

It really depends upon what the data problem is and what the solution is. Responses from the company are usually -"we're working on it" without any real explanation of exactly what the issue is, who is responsible for fixing it and the likely timescale.

Whether any other company can do better is uncertain.

Current Eon Next and EDF customer, ex Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.

Level 92

retrotecchie

09-03-23

@lawrencewp

Loop will not work unless your meters are sending data to the DCC.

It sounds like a meter comms problem. Check your meters are indeed visible on the network.

https://smartmetercheck.citizensadvice.org.uk/

Don't shoot me, I'm only the piano player. I DON'T work for or on behalf of EON.Next, but am willing to try and help if I can. Not on mains gas, mobile network or mains drainage. House heated almost entirely by baby dragons.

Level 2

Trubl

24-12-23

@retrotecchie

Eon shows my Gas and Electric usage on their app but the DCC checker says that gas isn't connected and the Loop shows no data for gas

Level 91

meldrewreborn

24-12-23

@Trubl

the checker might show connection or not but only at the precise moment the check is made. Data to Eon Next should be regular, some is sent often for app purposes and some , for billing purposes, is specially requested at appropriate times.

intermittent problems are notoriously difficult to resolve and you the customer are relatively powerless to get them resolved. Clearly some data gets through sometimes!

Level 2

Trubl

24-12-23

@meldrewreborn is it weird that I have a box with flashing lights attached to my electrical meter but not the gas?

Last edited by Trubl; 24-12-23 at 10:15.

Level 76

WizzyWigg

24-12-23

Originally Posted by meldrewreborn

@Trubl

the checker might show connection or not but only at the precise moment the check is made. Data to Eon Next should be regular, some is sent often for app purposes and some , for billing purposes, is specially requested at appropriate times.

intermittent problems are notoriously difficult to resolve and you the customer are relatively powerless to get them resolved. Clearly some data gets through sometimes!

You are definitely not kidding. 😞 My system is living proof 😵.

Level 91

JoeSoap

24-12-23

Originally Posted by Trubl

@meldrewreborn is it weird that I have a box with flashing lights attached to my electrical meter but not the gas?

That's normal. It's the communications hub (Comms Hub) and it allows both the electric and the gas meters to communicate with the DCC network and the IHD.