[JoeSoap]

Note… If you don’t want to wade through hundreds of sometimes irrelevant posts then clicking on the link at the bottom of this post will take you straight to a brief timeline of the story as it progressed to its conclusion on 7 Oct 23.

I'm not particularly looking for advice on this but thought I'd post something about my IHD tariff update request.

I switched tariffs last Friday and as my tariffs hadn't been updated on my IHD for a while, in spite of some minor changes, I thought I'd request an update. I emailed on Saturday and got an almost immediate response saying it had been done and to reset my IHD in the morning after the overnight update. Very prompt service.

On Sunday morning the IHD had updated, but although the rates had lowered, they hadn't lowered enough. The rates displayed were now somewhere between the old rates and my new rates.

I sent another email and was then asked to send a picture so it can be looked into. I don't know what picture was required so I sent four of the IHD showing gas and electric unit rates and daily charges.

I'm not sure why photos would be required to push the correct tariff rates to an IHD and have never been asked for any before. Anyway, we'll see what transpires.

Is there anyone else out there who recently switched to Next Loyalty Fixed v4 with immediate effect having similar trouble?

Edit on 8 July 23... There is currently a known issue where non-DD tariffs are being applied instead of DD rates to smart meters/IHDs. If anyone requests an update and the rates applied are slightly higher than they expect then I would advise against pursuing the matter by requesting more updates. I did this and in the end the advisor messed around in my account resulting in £150 of exit fees being applied and my monthly DD increasing by around £50. This has also happened to another member who repeatedly requested an update to the correct rates. I would advise some patience as the tech team are aware of the issue and are looking into it.

Edit on 7 October 23… It's all pretty much sorted now. You can skip straight to the link below to see a timeline of the full story as it meandered to its conclusion...

https://community.eonnext.com/thread...ll=1#post37193

[retrotecchie]

@JoeSoap

They probably posted the rates for non-DD payment methods. That seems to be the usual problem when they are a tad too high.

[JoeSoap]

@retrotecchie

Now that is a distinct possibility. Thanks for the suggestion 👍. Why didn't I think of that?

I don't know what the non-DD rates are but the figures look in the ball park of what I would expect.

[WizzyWigg]

Hi @JoeSoap My IHD has been showing the wrong tariffs for months. I've just send an email off requesting manual tariff update. I'll let you know what happens. 🕵

[JoeSoap]

@WizzyWigg

Thanks for that 👍

[JoeSoap]

Well, once again I had a speedy reply to my email and was advised to wait a bit longer as it could be due to HAN. I don’t see why it’s Han’s fault 😂

Anyway, I replied saying that it’s strange that an update actually did occur and suggested that non-DD rates may have been used instead of DD rates.

Yet another speedy reply told me that DD rates had been used as per my account and that I just need to give it more time.

Never had this issue before but I’ll be patient for a couple of days.

[theunknowntech]

If you have an S1 or S2 Aclara meter, checking the configured rates is a doddle. Just press A a few times and you should find it, though it's sometimes under B instead. Whatever rates are there will be the ones used by the IHD as well.

[JoeSoap]

@theunknowntech

So is it possible my meter could have the correct tariff and IHD the wrong tariff? And could this apply to both gas and electric meters?

I think I have an Aclara SMETS 2 electric meter from memory.

[WizzyWigg]

Hi @JoeSoap Just had a reply to my email. In theory I should have the tariffs update just after midnight. But 🤔 it did say in the email it can take 48 hours. 🖖🙃 Let's see what the morrow brings. I'll give you a blow by blow account. 😂

[retrotecchie]

@WizzyWigg

You would have thought that some bright spark would have privided a way of manually entering tariff data on an IHD...the same way as my satnav allows me to enter actual fuel prices so it can calculate the cost of a journey reasonably accurately.