[Lee_EONNext]

@JoeSoap So yes because the meter is showing the incorrect tariff details, this would be why the IHD is too. We both know both are incorrect however when it's being escalated i'm wondering if the guys are thinking the issue is fixed because we've been leading this 'saying the IHD is wrong' when we should be saying 'the meter shows the wrong information'

I'm on it, hopefully we can get this sorted.

[JoeSoap]

@LeeDQ_EONNext

It's always been the case, hence my emails to customer service always asked for a smart meter and IHD tariff update. Normally, when talking IHD updates, the 'push' is to the smart meter of course, then the IHD will update via the HAN. Surely, the only thing that can be done remotely is to update the smart meters. That's my understanding anyway.

The push from your end has always worked before, and indeed worked this time initially, but with the wrong tariff rates. All further attempts to get another update to the smart meters and IHD have achieved nothing... apart from the early exit fees being applied of course 😂

Anyway, hopefully they have all the info and photos needed to sort it. Thanks for persevering with it 👍

[Lee_EONNext]

@JoeSoap Feel like putting my out of office on 😂

No, I am doing everything I can, I've sent everything over. I am off for a few days so hopefully I have some news on my return.

[JoeSoap]

@LeeDQ_EONNext

Have a good few days off. We’ll see what transpires 🤞

[JoeSoap]

@LeeDQ_EONNext

Just for the record, here are my correct tariffs...



... and here's what the Bright app says...



... shows incorrect tariff rates and no recent usage data.

[JoeSoap]

For anyone still following this thread I thought I would just update it to say that in spite of the best efforts of customer service, the forum Nexties (particularly @LeeDQ_EONNext, who has tried just about everything) and through them, the tech team and smart team, my smart meters/IHD are still showing the wrong tariff rates and the apps still have no usage data since 7 July. I do still live in hope though.

I think the worst thing is that I submitted a customer complaint on 29 June asking that at the very least I be given an explanation of why this update cannot be put in place correctly and some kind of timescale for a solution to be found. I have not yet even received an acknowledgement that my complaint is being investigated.

Onwards and upwards...

[WizzyWigg]

@JoeSoap

Definitely following with bated breath. 👴

[meldrewreborn]

@JoeSoap

Its only when you need customer service that you find out how good (or otherwise) it really is.

Eon Next hover in the lower reaches of customer service satisfaction surveys, and in this case I think the surveys are correct. Despite recently winning an award for treating new and existing customers equally, I think that really means treating them equally badly.

I'm not missing the fabled delights of a smart meter, and if I did want one I'd switch suppliers first.

[solidbond]

@JoeSoap

I had hoped that the success I finally had would mean you were getting closer to being sorted, so I can understand your frustration seeing others have their problems resolved, but no luck with yours. Here's fingers crossed that it will be resolved sooner rather than later.

[JoeSoap]

@meldrewreborn

I still feel better off with my smart meters than with my old ones. Personally, I think my account was tampered with in an attempt to force the update through using a workaround that has shown to be successful in other cases. Something went wrong, as I immediately saw in my online account with the exit fees episode, but it took a while to get an admission. In the meantime I raised a complaint and told them what I think had happened but have heard nothing. We all make mistakes so if someone has made one in an attempt to give me what I was asking for I would understand.

All this is just my theory of course, but in the absence of a proper explanation, I'll continue to be suspicious 🤨