Just wondering what the time lines are for fixing smart meters that have an issue with communicating with an IHD. I had a new smart meter installed back in October, IHD connected for 1 day and has stopped working since. Been told that 1. Have to wait 8 weeks for it to work. 2. Old meter wasn't decommissioned fully which has meant new meter not working as it should so now having to provide manual reads until it's fixed. There are supposedly 800 meters like this!
I'm now also waiting for compensation and been told 10 working days. Is it the full 10 working days or less than this?
You are a bit out with that figure of 800. Try adding a couple of zeros on the end...
In what way did they not decommission the old meter fully, do you know?
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.
This is the message I received from them "the problem with your new meters is an issue that we are aware of and, are in the process of resolving. Basically when an old Smart meter is removed we send a decommission message to the meter which makes the meter inactive. We then proceed to install the new meters and communications starts straight away in most cases. What has happened in your case is that the decommission message was delayed causing the new meter to be decommissioned instead of the removed meter. I have been advised that around 800 meters have been affected by this"
Got you. Just the number of non working meters, full stop, is around 80 to 100 thousand.
Right, as this was then a '**** up' rather than just a meter not working if they decommissioned the wrong one, a simple 'push' via DCC is all it should take to get you back up and running again. I'll shout @PeterT_EONNext for you to see if he can look into this for you, but it's in the hands of DCC and their systems rather than E.On.Next themselves. In theory, your meter should be on the list for 'prodding', but as there are a lot in the queue already then the estimate of 8 weeks does sound about right.
@retrotecchie that makes sense. I have had the runaround for a while now and given lots of reasons why my meter isn't really connecting. One of them being an old smart meter. This is why a complaint has been raised with offer of compensation which I should hopefully get soon. Thanks for the explanation
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