[dlfranks]

Originally Posted by dlfranks

@PeterT_EONNext hi Peter. I waited until today to check to see if my smart meter readings would appear on the 27th. As usual my gas meter has reported but not my electric. I am still not getting any usage data for electric in the eon next app or my ivie app. Ivie support say all is fine their end and only energy supplier can fix as they get this data from you direct. Live usage from ivie IHD is fine for both meters. So the HAN is all working fine.

just to be clear this has been like this since the day my smart meters were installed in Feb 2020, there is clearly something wrong.

I think I need an engineer to come out and look/replace the electric meter please? We have exhausted all other options? Countless messages/settings/firmware being sent to my meters and also a comms hub reset etc.

appreciate the help, thanks, david

@PeterT_EONNext hi Peter. Sorry to chase, just wondered your opinion on this one and next steps? Many thanks, David

[Oldworksopian]

Hi, just been reading this thread. I have exactly the same problem as the original post. - no electricity readings either by Eon Next or info on home display. Gas is fine with readings taken and tariff info ect. on the home display.
I have been a eon customer (transferred to Eon Next) for nearly 2 years. Ovo fitted the new meter and it worked perfectly. I have contacted Eon on more than 6 occasions asking for the problem to be fixed. Each time being told the problem would be escalated to the team and to wait six weeks then reset the home display.

I find the negative response by Eon to be particularly frustrating as customers pay for the smart meter rollout as part of the standing charges and we are daily bombarded by radio advertising to get a smart meter.

Aany positive suggestions please.

[PeterT_EONNext]

@dlfranks Sorry that there hasn't been an update on this for you yet.

It looks like the communications with your electricity meter are up and running, as I've managed to take a reading from your electricity meter for 27th September.

Is the information still not showing on your in home display?

[PeterT_EONNext]

Hi @MarkEmerson

We seem to be getting readings from both of your meters, both of which seem to be communicating with us just fine.

Please can you let me know if the problem you're referring to is your Smart Meter, or is the issue relating to your in home display?

[PeterT_EONNext]

Hi @TC8

I'm sorry to hear of the issues you're experiencing with your meter.

If you have an open complaint, you'll need to get in touch with your complaint handler, as I won't be able to contact the Smart Team about your account (as your complaint handler will have already done this) I'm not sure when you last heard back from the individual managing your complaint, but they should be in touch with you in due course once the've heard back from the Smart Team.

[JuliaP]

I'm joining this thread as I have exactly the same issue - the gas meter appears to be functioning but not the electricity one. We inherited Eon Next as our supplier when we bought our house in December last year and the electric meter has never functioned as a smart meter at any point since then.

We also don't have an IHD (no idea why) and Eon Next have not been helpful at all in terms of providing one. I've downloaded the Loop app instead, which gets our gas usage data, but not electricity.

@PeterT_EONNext can you work any magic for me please? Thanks in advance.

[CamillaCherrie]

I'm also having this issue. Haven't had a smart reading from the electricity meter since 2020. Contacted customer service numerous times (still in a queue to speak to someone again today (50 mins and counting) about this and another matter.

Was told last year an engineer had been booked only to find out it wasnt and nothing more done since.

I was told the issue could be due to a car blocking the signal from the meter...makes no sense given its 2 floors up and in the same place as the gas meter, which works.

I don't have an IHD as this stopped working and Eon wouldn't replace.

Have downloaded the loop app but no electricity showing either and not convinced the gas is correct.

[Cal]

@dlfranks
Exact same problem here, been trying to have this fixed for months.
I call they try to reset, I call again after a promise to forward to smart meter team. Oh should be fixed in 2-3 weeks. This was all prior to the price hikes going back sine February 22.

Still not sorted.

Your customer service and safeguarding is chronic. You send surveys asking how you've performed, I've threatend suicide and still haven't managed to get a call back. Now I know that's extreme but I guarantee there will be people out there feeling that anxious and worried enough about going into debt to take there own life. You need to train your staff in safeguarding!

I've had no letter or notification of how much I need to pay since the 1st October increase. I have now cancelled my direct debit. I'll pay the bill when you manage to take my reading.

I'll not be paying any estimated bills.

Fix the smart meter please. I have no confidence in the equipment.

[Martintel]

@Cal they not care. When i told them i will not give them gas meter readings after my gas smart meter stopped working they respond in this way "Unfortunately if you're unwilling to send us a manual gas read until the DCC put in place the bulk fix Marcin then we will have no option but to estimate your gas as you've sent us readings in the past so we know you can send us these yourself manually. I will keep your complaint closed and we're not ripping anyone off and a few colleagues have advised you of this previously and explained why we're not, if you think that we are then i'm sorry to hear this but we dont' charged to fit smart meters and the in home display is a gift when you have smart meters installed.

I will now close this conversation as the complaint is resolved at our end as a business decision."

They are useless and they indolence is really pissing off. In my opinion from day they forced me to install they **** smart meter it's in they responsibility to take readings in other way or if they want it to be done by me they should pay me for it. Simple as that. But this lazy and greedy company only know how to ripping off and blaim some else.

[meldrewreborn]

In general terms the gas meter and electricity meter both send data to the communications hub which then sends data to the supplier through the DCC.

The electric meter is wired into the communication hub, but the gas meter uses a wireless method for safety.

If one meter is successfully submitting data to the supplier it demonstrates that signal strength is OK, so its not that. This points to some sort of configuration issue or a failure within the offending meter or part of the communications hub. Much confusion arises over the purpose of smart metering. To the end consumer they are promoted as being easy for the consumer, helping them to manage their bill and getting rid of the need to submit readings. But that is only a tiny part of the benefits, which are said to be more efficient use of generating capacity, possibly using fewer power station and so on.

Eventually the aim is to have prices changing during the day and for savvy customers (those with their eyes glued to their in home display?) saving money by not using power at peak price periods.

But once you have a smart meter, your supplier loses interest in getting it fully functioning when something goes wrong. Even a totally non functioning meter takes months to investigate - let alone actually replace. So long as it does record consumption, then it's doing enough for the energy supplier, and they say - well you can submit a reading as you used to with a non smart meter.

You may have seen recent press reports about money off you bill if you can reduce your usage at certain times under a trial scheme. This would change the picture as the supplier would be denying you the opportunity to participate if you have a less than fully functional smart meter.

So what to do. Complain. Demand that you be given a detailed explanation of why your smart meter isn't being made fully operational. According to the back of our bills, stage one is customer services, stage 2 is a specialist or team leader, stage 3 is the operations manger - for an independent review (strange that - an internal person giving an independent review). After that is the Ombudsman.

But write to your MP - explain how the Smart Metering programme means that customers are being lied to and that there are no penalties for an energy supplier in have not fully functioning meters on their systems, although they get penalties for not installing enough of them in the first place. Make a fuss - write to campaigners like Martin Lewis - make a big fuss and get the matter up the political agenda.

PS I don't want a smart meter but recognise that others really like them!