[Carl01924]

Hi

My first post here, my mums electricity smart meter fitted September 2021 has not sent a meter reading automatically since may of this year, she up to this point has not been using her smart view 2 in home display - not sure if this is relevant, I've plugged the IHD in and it is just looping found HAN 11 F7CD - scanning over and over but not getting any further is there a way to factory reset it to start a fresh I can't find anything on either meter or Google that relates to HAN 11 F7CD, my mum is 70 and stresses about little things annoyingly the call centre is only open Monday to Friday and I can only get over on weekends is there a manual way to reconnect her smart electric meter so it starts sending readings automatically, her gas meter sends them no problem many thanks and sorry for the long post

[theunknowntech]

I see. You'll need to flag this directly to customer service by the looks of things. It might need a remote reset, or an engineer visit.

[WizzyWigg]

Originally Posted by Carl01924

Hi

My first post here, my mums electricity smart meter fitted September 2021 has not sent a meter reading automatically since may of this year, she up to this point has not been using her smart view 2 in home display - not sure if this is relevant, I've plugged the IHD in and it is just looping found HAN 11 F7CD - scanning over and over but not getting any further is there a way to factory reset it to start a fresh I can't find anything on either meter or Google that relates to HAN 11 F7CD, my mum is 70 and stresses about little things annoyingly the call centre is only open Monday to Friday and I can only get over on weekends is there a manual way to reconnect her smart electric meter so it starts sending readings automatically, her gas meter sends them no problem many thanks and sorry for the long post

Morning and welcome. It is possible to contact Customer Services at weekend but only by WhatsApp, Twitter or Facebook. I know it's not great using any of them. A little more information would be useful. May be also a few photos of the meters comms unit and IHD. There are some extremely learned colleagues on this forum who might be able to help. I do have a feeling though you are going to have to contact Customer Services.

[Carl01924]

Originally Posted by WizzyWigg

Morning and welcome. It is possible to contact Customer Services at weekend but only by WhatsApp, Twitter or Facebook. I know it's not great using any of them. A little more information would be useful. May be also a few photos of the meters comms unit and IHD. There are some extremely learned colleagues on this forum who might be able to help. I do have a feeling though you are going to have to contact Customer Services.

Thank you for your reply I will try and attach some photos, if there any other information that might be help I am happy to give it

[WizzyWigg]

@Carl01924 Wonderful. There should be some lights on the gas meter, electricity meter, and comms unit. As best as possible could you tell us the colour and status, (blinking, steady) and if possible if blinking the frequency (once every 5 secs or 2secs or what ever) for each unit. Thank you.

[Carl01924]

@WizzyWigg again thanks for your reply, there are 2 green led's on the electricity meter WAN and HAN both blink together every 5 seconds I can't see any blinking led's on the gas meter and I'm not sure what the coms unit is I can't see any separate devices hope this helps

[WizzyWigg]

Originally Posted by Carl01924

@WizzyWigg again thanks for your reply, there are 2 green led's on the electricity meter WAN and HAN both blink together every 5 seconds I can't see any blinking led's on the gas meter and I'm not sure what the coms unit is I can't see any separate devices hope this helps

Well done and thank you. At this point I'm going to tag in a very learned colleague @theunknowntech who might be able to advise on next course of action. I'm not going to deny he may ask for more information. There may also be others that can help as well. I hope all goes well.

[retrotecchie]

@Carl01924

The comms unit is the upper half of the electric meter with the HAN and WAN lights.

[theunknowntech]

Sorry for the wait, I'm often travelling around the region these days! XD

I need to see the electric meter display fully lit up as well. Please press one button (just one pls!) to light it up and snap a piccy for me. :)

[JoeSoap]

@Carl01924

Just tagging you to notify you of a post from @theunknowntech above this one.