[ChrissieMags23]

My Eon Next App is not showing any data for my electricity usage and smart meter readings are not being taken for electricity either - I have to provide these manually whenever I see that a Gas one has been taken.

Gas data and readings are all showing / being taken fine and there is nothing on my online account to suggest there are any communication difficulties with my meters, both of which are on the DCC network and working in smart mode and the lights on my communication hub all appear to be working as they should.

Does anyone else have or have they had this problem with no electricity data on their app (IOS and App are both most recent versions) and if so do you know how I can fix it? Have repeatedly tried deleting and reinstalling the app by various means but nothing changes and despite App updates saying changes have been made to the usage feature mine seems to just remain the same with no electricity data.

All help gratefully received. Thanks in advance.

[WizzyWigg]

Morning @ChrissieMags23 It might be worth downloading the Hildebrand Bright app just to see what usage info the DCC has. Strangely enough I had the opposite problem over the years since having smart meters. Electricity no gas.
You could also try contacting Customer Services to see if they can pull a reading from your electric smart meter. If they can't then they can investigate. Ways to contact Customer Services can be found here: https://eonnext.com/contact

[geoffers]

@ChrissieMags23 - If you're meter is visible when using the Citizen's Advice meter checker, I wonder if it could be something simple like a typo with the elec. meter's MPAN serial number having been incorrectly entered on you account by EOn

[WizzyWigg]

@ChrissieMags23
You had the reverse problem last year. Electric no gas.
https://community.eonnext.com/thread...ll=1#post34711
Have you still got the same meters?

[ChrissieMags23]

@WizzyWigg yes I have still got the same meters as I had last year when I had the reverse problem to what I have now.

Problem switched on 27/05/2023 and since then I’ve had odd periods where both sets of usage show on the app (27/09/23 to 01/10/23 and most recently 26/04/24), no data at all shows or only gas shows. Also had one electricity smart meter reading taken on 25/95/2024, but rest of the time they are manual and gas are smart with only occasional need for manual ones.

[ChrissieMags23]

@geoffers given the above fairly recent smart meter activity and one days electricity data on the app that I have outlined to @WizzyWigg I don’t think there can be a problem with the MPAN number, thanks for the suggestion though.

[WizzyWigg]

Afternoon @ChrissieMags23 Sounds familiar. It's only really since January that I've had both my meters (the same as yours Ex Npower installed 2017) produce smart readings and statements. I know that another of our learned colleagues has had similar problems. Ex Npower as well. Have you contacted Customer Services? If so what have they said. If you haven't I would do so (best by email as gives a communication trail) and let's see what the reply is.

[ChrissieMags23]

@WizzyWigg I did email customer services about this issue last year when it was the reverse situation to what I have now, but never got an answer from them. They just bounced my call from one team to another each time saying they were looking into things / checking various things but never resolved anything. Eventually I left the ball in their court but don’t think my issue / call was ever closed (problem has certainly not been fixed) and I’ve heard nothing from them since I last communicated with them last year - however I haven’t kept my copies of the email trail so can’t say exactly when this was.

[WizzyWigg]

Afternoon @ChrissieMags23 Try another email. It's worth looking at your Eon Next app and Bright. I actually downloaded the CSV file from the DCC as well. The more information the better. Then try an email like this:

Dear Sir/Madam

I've been monitoring meter communications for both electric and gas from January (04/01/2023), up to and including today, (30/11/2023). The electric meter has transmitted everyday to the DCC (hit rate 100%), but the gas meter has only sent 183 readings, (hit rate of 55%), over that period of time. I am having to send manual gas readings on a monthly basis.
I am wondering if the electric meter can send data why can't the gas? Is there anything that can be done so both send data?

Kind regards

Obviously make the necessary changes dates, percentages, etc. Hopefully they will refer to smart meter team if communications fail. Most importantly keep all communications.

Let us know how you get on.

PS the email address is: hi@eonnext.com

[ChrissieMags23]

Hi @WizzyWigg, thanks for the draft email but for now it looks like I might not need it. I had sent an email to hi@eonnext.com to ask them to push the correct tariffs through to my IHD - and they replied saying they have done this (will keep checking as hasn’t changed yet) and they also said they had noticed that my electricity meter is not sending data automatically and could I send them a photo of the meter and they would pass it to the appropriate team to fix it. I’ve sent the photo and will watch this space to see what happens next - here’s hoping they can sort it this time🤞.