[PaulS2024]

Hi all,

I'm having a real tough time with my Meter and IHD just at the moment. My meter keeps being sent incorrect new Tariff updates multiple times per week and also my meter/IHD seems to have a balance on both Gas and Electricity even though I am on a monthly direct debit.

I have reached out to support on several occasions and all they seemed able to do was tell me to turn off and reboot my Smartview3 IHD and then escalate the issue to the metering team - then - radio silence and that was some weeks ago.

I then did a large series of my own investigations and discovered that the smart display apperas to be communicating quite happily with the meters (with the odd day when no data is available on the IHD and/or the Eon Phone app and/or Bright App). The days with missing data (normally the Gas) are different on each respective device / app and there seems no logic to it. The data is with the network but I am at a loss as to the onconsitency between all the Apps and Device data).

Anyways - the main gripe is the recent constant bombardment of new tarriff data each morning and sometimes 3 or 4 times per day. I end up with a blue light and the new tariff data is the same as the old each time.

Each meter seems to also have a balance (credit) on them which changes day-to-day and is in the order (today) of £62.92 for Gas meter and £50.37 for Electricity ?!?!?

I just rebooted the display again and a load of new tariff messages arrived and all are incorrect as I moved over last week to next pledge. They are not even the pre April reduction price let alone the new post April price. FYI I moved over from the Sainsbury's energy fixed tariff last week but these new tariff messages have been going on for months.

It seems from my investigations on the meters themselves that the IHD is corretly displaying what is presented on the meter itself but support just don't seem to listening to me and are saying that I need to purchase a new IHD (on at least 3 occasions) and nearly an hour on the phone getting someone to try and explain how to reset teh IHD (which as I understand you can't - you can only reboot it). I told them it is fine and it is the data that is being sent to my meters that is untimely and wrong.

In the end I had to open up a complaint but I have no reference number and then I go an email stating:

"Hello,
Thanks for contacting us.
We're really sorry to hear that your In Home Display isn't doing what you need right now.
We'll try to get your In Home Display back communicating with the meter properly. In 24 hours, please reset your In Home Display. How to do it is just below;
How to Reset the IHD

1. Hold the on/off button to turn the power off and let go when the screen says Goodbye/goes blank. (the on/off button will either be the only button on the back of the monitor if it's a Chameleon IHD or an OK button on the front if its a Smart View IHD)
2. Unplug the IHD and stand in front of the Electricity smart meter (do not plug it in as the battery lasts up to 1 hour) then hold the same on/off button but let go as soon as you see the screen coming back to life (hold for too long and it will switch off again)
3. Wait until it looks like it's fully reset or leave the IHD by the meter for up to 10 mins.
4. You can then return the IHD to where you had it and plug it in. (the Bluetooth type signal can reach up to 10 metres but thick walls reduce the distance)

If this doesn't work, it may be that your In Home Display data isn't quite connected right. If this is the case, please let us know. Alternatively, you can download the free to use app called SmartThings, which is compatible with any smart device, like your mobile, and you can track your usage this way!
You can also track your usage on our E.ON Next app.
There are many ways you can reduce your energy usage, and your bills. Please see the link below, and they're all here for you! But your customer can read about all of
our great advice on our website here"

AAAAAAAAArgh.........


My reply to that was:

"Please - I beg you - Please read the issue. The IHD is not at fault. I made that very very clear. This information I sent was to be added to a ticket that you already have open about data being sent to the meter incorrectly and the meter having and displaying incorrect information. "

I also sent them numerour pictures of all the data on both the meters and the IHD but it feels like I am "tinkling in the wind!".
I am truly at my wits end :-(

Thanks
Paul

[Mailman]

@PaulS2024

Is your meter a credit meter or a prepayment meter?

As a (smart)credit meter owner with a functioning IHD I have long since ignored the tariff information showing on the meter/IHD and just look at the kWh usage that each of them provides. The kWh readings are what I tabulate daily and convert them automatically to costing in my own spreadsheet with the correct tariff information which I know to be correct. These calculations have always agreed with resulting statements. I know this answer may not be what you wish for but it is my way of using the things.

There are apps out there that might give you more reliable data than the IHD that you currently use such as the Hilderand Bright app although the data can be 24 hours behind but at least you can input the correct tariff data in the app for accurate £ costings.

[PaulS2024]

@Mailman Hi, Sorry should have mentioned - its a regular meter (not prepayment).
Coming to the conclusion that these so called smart meters are "junk" and purely designed for the benefit of the supplier and the consumer is very much an afterthought.

[WizzyWigg]

Hi @PaulS2024 Have a look at this thread. There's a slim chance that if you send an email as per the format I mentioned, it might possibly resolve your problem. Absolutely no guarantee but you never know.
https://community.eonnext.com/thread...ll=1#post48722

[PaulS2024]

Originally Posted by WizzyWigg

Hi @PaulS2024 Have a look at this thread. There's a slim chance that if you send an email as per the format I mentioned, it might possibly resolve your problem. Absolutely no guarantee but you never know.
https://community.eonnext.com/thread...ll=1#post48722

Hi,

Yes I have done that several times and it doesn't work. They sent it to the metering team as a fault i think but it seems that the problem might be in a long queue.

Every time I call I spend about an hour to get to the stage of teh rep telling me to reboot the IHD and I get no further.

:-)

That's why I raised an official complaint. So far all I have had is a generic email from them stating:

"

Hello Paul,

Giving you the very best service we can is important to us. Thanks for letting us know something's not quite right, so we can fix it for you.

Here's our complaints handling procedure which lets you know what you can expect from us and how we handle complaints. Or get in touch and we'll send you a copy free of charge.

What happens next?

You've told us about your complaint, now we'll work together to fix it. Our Energy Specialists will keep you updated along the way, and will always aim to find a resolution that works for everyone.

While we're working on your complaint, it's important that you continue to pay for the energy you use so you don’t build up a debt. If you need to talk to us about your ongoing payments - please drop us a line."

[PaulS2024]

but.... having said that I just sent the exact email as described :-)
Let's see what happens.

Cheers,
Paul

[WizzyWigg]

Originally Posted by PaulS2024

but.... having said that I just sent the exact email as described :-)
Let's see what happens.

Cheers,
Paul

Anything and everything is worth trying. It might be a few days before you get a response but keep the forum updated. I'll keep my fingers crossed 🤞but sorry I won't hold my breath 👴.

[meldrewreborn]

@PaulS2024
I don’t have any smart metering. But as far as I am aware your meters (and by extension your IHD) doesn’t have any data relating to your account balance. The meter does show consumption in kWh and gas consumed by volume, and from that your costs can be calculated per day or other period but not your balance which would require access to your payments amongst other things.
of course if you were on a prepayment metering regime then your payment data would be relayed to the meter and would count down as energy is consumed, telling you to eventually to top up or be self disconnected. Perhaps Eon Next computer thinks your account is prepayment rather than credit.
I know next to nothing about the actual mechanics of prepayment either but I’m just using logic to try to imagine what is going on here. Those with more direct knowledge of Smart Metering will doubtless comment on my visualisation - I apologise in advance if I’m way off beam.

[PaulS2024]

Originally Posted by meldrewreborn

@PaulS2024
I don’t have any smart metering. But as far as I am aware your meters (and by extension your IHD) doesn’t have any data relating to your account balance. The meter does show consumption in kWh and gas consumed by volume, and from that your costs can be calculated per day or other period but not your balance which would require access to your payments amongst other things.
of course if you were on a prepayment metering regime then your payment data would be relayed to the meter and would count down as energy is consumed, telling you to eventually to top up or be self disconnected. Perhaps Eon Next computer thinks your account is prepayment rather than credit.

Exactly so - that is why I am so confused. I am just a regular monthly DD user with a current defecit of some £145 (coming out of Winter) and paying around £200 per month

Why - that being the case would I see:

and


On my IHD today and........


Back on 21/March/2024


- Makes no sense and Eon seem not to be able to explain why either - Hence reason #2 I made the formal complaint.

:-)

[Mailman]

@PaulS2024

I'd have a good delve into all the menus available that you should be able to see when you use the OK, up, down, left buttons and work out what useful information (if any) your smartview 3 IHD is telling you. At the very least it should tell you the meter reads that should agree with what your actual meters are showing - this you have confirmed this in your first post:

'It seems from my investigations on the meters themselves that the IHD is correctly displaying what is presented on the meter itself'

How many months/years have you had this smartview3 IHD? If longer than 12 months I doubt you will get much joy getting satisfaction from your present supplier Eon Next in terms of getting a free replacement if the thing is malfunctioning.