[sammyh25]

Father in law just had his gas and electricity smart meters fitted but the engineer said he was unable to fit the Comms Hub due to a national outage which had been ongoing for two days!! He said to wait on them getting back in touch at a later stage.

Can anyone confirm if this sounds "normal" and will the installers, Morrison Energy Services, or E-On really get back in touch or should we be doing anything?

Any advice on timescales, or what should be our next action really appreciated.

[retrotecchie]

@sammyh25

As it stands, with uncommissioned smart meters, your father in law is no worse off. They will record energy, he'll still be able to send manual readings and life will proceed as it did before.

Why the hub was not fitted is a bit of a mystery - all of the above would still apply. The outage referred to is likely to be related to an issue with the Data Communications Company who appear to be having technical issues at the moment providing data to some suppliers. It shouldn't prevent the installation from being completed.

Perhaps because of the 'outage' new meters cannot be enrolled onto the network, but that doesn't seem that likely to me as collecting meter data and the communications system is completely separate from the systems used to forward data on to individual suppliers.

Anyway, you had a meter appointment which was not completed so they will either need to arrange a revisit within a few days to finish the job off or you will be entitled to a compensation payment of £30. If the payment is not forthcoming within ten business days, you will be entitled to a further payment.

I'm sure you will hear 'not our responsibility', 'the installers fault' or 'unforseen circumstances', but that's neither here nor there. The rules are the rules.

I suggest an email to hi@eonnext.com with all your details in the body and 'Unfinished Smart Meter Installation' in the subject and hopefully you should get a response within a day or two.
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[sammyh25]

@retrotecchie Brilliant, thanks for the advice and quick reply. Email sent, so let's see how we go.

Unfortunately my father in law passed away last month so we are trying to deal with the selling of the house and wrapping up of the estate, so the less complications the better!!!

[retrotecchie]

@sammyh25


​​​​​​​Sorry to hear that. Fingers crossed you can sort things with the minimum of hassle.

[meldrewreborn]

Originally Posted by sammyh25

@retrotecchie Brilliant, thanks for the advice and quick reply. Email sent, so let's see how we go.

Unfortunately my father in law passed away last month so we are trying to deal with the selling of the house and wrapping up of the estate, so the less complications the better!!!

Sorry to hear that. You'll need to take a reading as close as possible to the date of death and notify your supplier. The account of the deceased need to be closed and a new one opened in the name of the administrator executor of the Estate. The bank account of FIL will be frozen (if a sole account) and new bank account details provided.

E.On Next has established a service via a group of solicitors to notify bereavement cases to. Personally I would not go that route as I've handled 5 probate cases and don't see the need to use such a service. But if you're new to this process you might want to give it a try https://community.eonnext.com/thread...vement-process.

[sammyh25]

@meldrewreborn All been done already, but thank you.

[Bennie_EONNext]

Hi @sammyh25,

I am so sorry to hear about your late dad. Let us know if there is anything further that we can help you with.

It is always great to see members supporting other members! We appreciate you all and your help.

[adirtymonkey]

Appears I'm not the only one to be missing a Comms Hub. With Sainsburys energy through E-on and had meters upgraded to smart (hic) on 13th Jan 23. Engineer said at the time it could be a short or long visit depending on the issues that had been going on for the past few days. At that time I was unaware there were any issues. However it was a short meter swap both gas and electric to what appears to be dumb meters which I have no intention of reading as I took a day off of work for their intasllation.

Engineers said 'e-on' would be in touch about a follow up visit to commission the meters and drop off a IHD.

To date nothing... I email both e-on and Sainsburys yesterday..

[adirtymonkey]

Purley random text from e-on yesterday... Is that no 3g/4g signal to connect to, or because they didnt fit a comms hub?
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[meldrewreborn]

@adirtymonkey

depends whether you’re in the south or north. 2/3G is the common standard, 4g is the newer standard for the south, the north uses a different technology. Where do you live - general area?

as the installation wasn’t finished they will be working from map information which they should have done in the first place.
you neighbours might be able to give you their experience.