[KeithD]

Both IHDs stopped reporting usage simultaneously on month change. Did multiple reconnects etc etc etc and after a few conversations with Eon, forced restart, battery off, remote kick , they are both still not showing usage etc. Today finally i was told the IHD was out of warranty and could no longer help as they were seeing my usage:

So with the Ivie Bud IHD, you need to contact Ivie themselves to resolve that. We have connection to the Smart Meter so it's a potential the IHD has just come to end of it's life and unfortunately we can't replace it as it only has a 12 month warranty. I do apologise for the inconvenience.

We assume that is the case with out IHD as your meter is still communicating with us and you have tried resetting it besides that we are unable to do anything

This seems highly unhelpful as I say, they both stopped at the same time

The Smartview shows time, date and wifi as connected, but leaves message on screen as 'searching for meters' (after the initial pairing) - The ivie shows again date time and wifi as connected and the additional 'i assume' mobile signal as quite low on the screen whilst not displaying any data. Any thoughts community? It seems highly suspect that a coincidence of both going end of life at exactly the same time would apply here and would seem, to me, to be something more meter related.

Oh, the other thing, on trying to reset the device completely, and presumably it is in the system menu,i am presented with a pin number - Im guessing that's an installer related thing as I have no access to that it would appear.

[meldrewreborn]

@KeithD

the evidence suggests your meter stopped recording soon after 3 August. It therefore needs to be changed. While you wait for that you should assemble your facts to negotiate estimated consumption for the weeks of non recording - however long that may be.

[WizzyWigg]

Afternoon @KeithD Looks like the WAN is working but you've lost communication with the HAN. It might be worth letting the forum know what the lights are showing (colour, flash frequency) on the comms hub.

[geoffers]

@KeithD - it's always EOn's policy to blame the IHD, but having seen so many similar messages here my gut feeling is the IHD & HAN are probably fine, but the registration of the IHD's guid has somehow been lost by the meter, so it is the meter which is refusing to allow the IHD to reconnect.

From various Googling it looks like an engineer visit may be required to connect the IHD as it's part of the initial setup, though this may be possible as a remote command.

In either case EOn's Cust Service either don't know how or can't be bothered ☹️

[KeithD]

Aye for sure, thanks guys - the greens flash every 5 seconds as expected however on the device below them there is a red flashing led every 4 seconds (top left of the meter reading screen)

In a (edit*slight) sign of hope for us all, after liaising some more on whatsapp and referring here to community forum and other i see related topics, I am getting this.

Good evening Keith, Thanks for sharing this necessary information. My colleague has now reached out to the smart advocate team who will then be back in touch with a response to them.

We will be sure to keep you posted on next steps but can assure you not to worry at all.

Kind regards,
Francis - E.ON Next

and after me replying this

I know it might be kind of outside your remit there and I fully get it, its prob something that does need a deeper dive tho. Cheers for help anyway. o/

I got this

We totally appreciate your understanding. Yes you're right, and we are now seeking further assistance in the right direction.

Thank you again! Have a good evening.

I'll keep you posted on any update.

[KeithD]

Thought I'd give any interested parties a little up date on this problem.

After hearing nothing back from Eon, two weeks on I thought I'd give them another ring to see if they had an update. On going into my account page, I noticed that it was requesting a manual input for meter reading as my meter wasn't sending automatically.

Now this is where it gets interesting - my usage over this last couple of months -

26/09/24	Manual	22905
03/09/24	Manual	22905
03/08/24	Smart	22903
20/07/24	Smart	22725

But today I noticed it hadn't changed at all since the 3rd of September - ooooookaaaaayyyy.
Now I'm thinking, will I suddenly get a large bill? is my solar usage being registered? Will my generation be carried over? How damned accurate are these meters anyway as I'm sure it can go against customers too? It all seems very odd and stacked against us.

Triple facepalm.

I will up date again with any comms I receive from Eon.

[Poppy_EONNext]

Hey @KeithD!

I appreciate this was posted a while back.
From looking at the usage section it does look like a stopped meter and this would need to be exchanged. Hopefully this has already been arranged for you 🙂 We would love to know how you got on and what steps customer service has done to correctly bill the account 🙂

[KeithD]

Originally Posted by Poppy_EONNext

Hey @KeithD!

I appreciate this was posted a while back.
From looking at the usage section it does look like a stopped meter and this would need to be exchanged. Hopefully this has already been arranged for you 🙂 We would love to know how you got on and what steps customer service has done to correctly bill the account 🙂

Yes it has, it is in and appears to be working. Thank you for answering.

It was a bit of a persuasion process in terms of back and forth but was resolved in about a month as there seems to be a bit of a gap between the supplier (you) and the network advice. I also had to manually tell the billing agent that the meter has been changed and started at 0 which was not prompted in regard to my feed in amount (with a reading copied from the old one before shut down). I was never advised of the full process.

I have one outstanding concern. Since the time it was installed, i am unsure what display is my feed in supply (solar). When it was installed, it didnt show. Since then at some point (I believe) it has added a '-a value' but cant find info anywhere on whether that is in fact my feed in reading (given that the +A value is my meter reading). There is no other available metering showing so 'i assume' that is the correct one.
Thanks

[HelenaP_EONNext]

@KeithD I'm glad to hear the metering issue was resolved! 🌟

Do you provide export readings for a SEG account? 🤔 Your meter sounds like a Kaifa model as the '-A Value' would be the export reading 😊

We have some great export reading guides in our FIT/SEG section, if you would like to take a look here: FIT/SEG

[KeithD]

@HelenaP_EONNext Yes indeed im on SEG - previously i had to take a picture and send it once a year, however after the meter change, as i say, the export wasnt showing but the operative i spoke to said she could read it remotely. Thats a win if true for automation. Yes it is a Kaifa and im glad you have confirmed '-A Value' as the export. Many thanks for the link also, iwasnt made aware or left with a guide on change. Thanks again for your response. x