[roberto]

Mine clapped out about 3 moths ago and apart from a whole bunch of emails it still hasn’t been changed.. rubbish service, and thes3 are supposed to be in the top 5 suppliers . God help those on the bottom 5,,,!!!

[meldrewreborn]

@roberto

if it’s less than 12 months old it should be replaced, but otherwise you are pretty much on your own. To me that is very poor, but it seems nearly all suppliers follow a similar policy. It’s not the impression the ads give is it?

[roberto]

@meldrewreborn
well I have been onto them and they accepted that the unit is at fault and that there is a ba+klog, no mention of any warranty period. Getting the smart meter fitted was a pre requisite to having that tarif, so I suppose they have still some responxsibility. I will certainly ke3p hounding them

[meldrewreborn]

@roberto

one of the companies with the largest customer base, but not rated highly for customer service. I have no problems, but I’ve not got a smart meter yet, nor do I want or need one.

[JoeSoap]

@roberto

I would be very surprised if they gave you a replacement if it's more than 12 months old but it's not clear how long you have had yours for. It might be worth confirming that they do intend to give you a new one. If not, there is a useful thread here that will provide some options.

[retrotecchie]

Originally Posted by roberto

@meldrewreborn
well I have been onto them and they accepted that the unit is at fault and that there is a ba+klog,

If the unit is less than 12 months old then they are obliged to replace it but unfortunately it's not as simple as just posting out a replacement unit. It has to be paired with the meters and that is something that cannot be done remotely or by the end user, but necessitates an engineer visit.

[roberto]

@retrotecchie
i have been in touch agsin and they srr going to try something called xjoin . I have to wait for 24hours then switch the ihd on near a meter and hold the on/off button down and hey presto it should be ok I shant be holding my breath .

[meldrewreborn]

@roberto
I imagine they’ll try lots of things , so long as it doesn’t involve an engineer visit, which would impact on their number of new smart meter installations.

[roberto]

Actually I might be making some progress, I pressed the left [ go back] button and it started. Scanning for meters, it can take upto 24 hrs to connect. Also I. Noticed the date and time were not showing and the same applies. So I will wait and see

[Connor_EONNext]

Hi @roberto 👋 It sounds like you've not had the best experience with this so far - What error are you seeing on the IHD? How far away from your meters is this placed?