Smart meter/IHD issues.

  • Irishlynne's Avatar
    Level 5
    I had my smart meter installed in Dec 2022 and up till the April tariff change it and the IHD were working well.
    I am aware that the tariff issues on the IHD are ongoing and to date there is no sign of when they can be fixed (highly frustrating E.On Next fyi)
    I have been using both Bright and Hugo to track usage, Hugo mostly as i was able to manually input the correct tariff rates etc
    On 25th April both apps and the E.On Next app stopped updating the usage and to date (May 17th) there's no sign of that changing.
    The meter is performing in smart mode as i have checked, and my IHD is displaying daily usage, but not the app.
    I have been advised by Hugo that it's a WAN issue and so E.On performed a reset, but I have been informed by E.On to wait for a month before I can check if it worked.

    Is there any fix to this issue? All i would like is to be able to track my usage simply
  • 4 Replies

  • Anasa_EONNext's Avatar
    Community Manager
    Good evening @Irishlynne Anasa here 👋 It's great to have you here. I'm pleased that your smart meter is working but can understand how disheartening it is not to be able to see your usage via the App.😥 We're currently working on a fix for this. I can see that you've already been in touch with a Digi Energy Specialist and was advise to contact us in a month, could you let me know when it was that you contacted us?

    We're always happy to provide an update for you if you'd like to get in touch with one of our Digi Energy Specialists who'll be able to have a deep dive into your account.😊
    'The greatness of a community is most accurately measured by the compassionate actions of its members’

    Did you know that we're open 24/7 across our Social Media Channels? There are lots of ways to contact us over here!📣

  • Irishlynne's Avatar
    Level 5
    @Anasa_EONNext Many thanks for the response.
    To answer your questions
    I contacted E.On on 28th April to report the issue, i recieved a reply on 4th May, and on 9th May I was advised to give it a month from the reset to see if it had worked.
    Hugo are telling me that they cannot retrieve the data from the meter, and Bright also. The IHD is recieving data (although incorrect due to the tariff rates being wrong for almost 2 months now) and I have checked with and the meter is showing as working in smart mode so the issue is on E.ON's side.

    Any update on how or when Hugo and Bright will be able to connect and retrieve data would be appreciated
  • retrotecchie's Avatar
    Level 92

    If Eon.Next aren't able to push new tariff information, and neither Hugo or Bright are getting data and yet the meters are visible on the network, then the problem actually lies with DCC. Until they get their act together, I don't think there is much that Eon.Next can do to fix anything.
    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.
  • Irishlynne's Avatar
    Level 5
    @retrotecchie thank you for a clear answer, that is what I have been trying to get for weeks