[andrewtjb]

Hi

I'm hoping someone here might be able to help as I haven't had much luck with customer services.

Almost a year ago now my Trio II IHD stopped working. First it started just saying waiting for data then after a factory reset now it just sits on a splash screen saying connecting to smart meter.

If i go into system status its showing error code 22-0

This happened around the same time as e.on next were trying to solve a problem with my meters not sending them readings so i assume something they did remotely caused this.

Can anyone do a re-pair to fix this?

From what i understand this isn't something i can fix myself

Thanks

[meldrewreborn]

@andrewtjb

Others will help , but to assist can you say what the lights on the comms hub are doing- colour, flashing, frequency. It will help the diagnosis.

As general principle, suppliers regard the IHD as a bonus item and it will not be replaced, except in the first 12 months under a sort of guarantee. But the fault might lie elsewhere, hence the request for more information.

[geoffers]

@andrewtjb - have a look at my earlier post which I suspect is the real reason.

https://community.eonnext.com/thread...ll=1#post52282

So many people seem to have IHDs which suddenly stop connecting, and it seems to be EOn's policy to blame the IHD rather than addressing the real issue.

[andrewtjb]

Just looked at meter and 4 lights are flashing green every few seconds apart from the mesh light.

Unfortunately I'm aware of the 12 months warranty however I don't think there's anything physically wrong with the IHD.

As I said I think whatever they did to try and fix the issue with them not sending readings regularly caused it to become unpaired.

[HelenaP_EONNext]

@andrewtjb Welcome to the Community! 😊

As you've advised you had previous issues with your smart meters sending readings, was this issue resolved? If so, have you raised the issue of the IHD not connecting since with the smart metering team?

If you have raised this, can you advise if they provided you with any information on why the IHD is unable to be connected? 🤔

There is also a great thread around IHD alternatives if you would like to take a look here Need a new IHD? SmartView 2 not working? Here's some alternative IHD options

I look forward to hearing from you!

[andrewtjb]

@HelenaP_EONNext

Hi

Yes the smart meter do now appear to be sending readings.

I have contacted customer services on a few occasions however they don't seem to understand the issue.

The last person I spoke told me they would pass it on to the smart meter team however I haven't heard back since then.

Thanks

[theunknowntech]

This should have been flagged to me sooner. I am probably the only customer that Geo has ever entrusted with the documentation that explains those codes, so fortunately I can do a quick look up to see what's going on here.

The quickest known fix for that is to reboot the Comms Hub. There's a few ways to do it, but it can't be done by the customer. 22-0 is a rare one though, so it's curious and suggests a MUCH deeper issue is going on...

As far as I'm concerned, the issue is NOT the IHD - replacing it will have little to no effect.

[geoffers]

Originally Posted by theunknowntech

....The quickest known fix for that is to reboot the Comms Hub. There's a few ways to do it, but it can't be done by the customer...the issue is NOT the IHD - replacing it will have little to no effect.

@theunknowntech ; @andrewtjb
Agreed - as per my post a couple of posts back it appears to be EOn's policy to say you need a new IHD if it no longer connects

Searching on the web I've found multiple posts that suggest a Comms reboot, either remotely via the DCC or by pulling the main fuse normally solves the problem

For example

All comms hubs have a built in remote reset facility which when activated by the DCC turns the hub off for 15 minutes. This worked with my first comms hub ‘failure’ but not my second. It took about 7 days for the DCC to act.

As luck would have it, when my comms hub went silent last month an Octopus engineer pitched up 2 doors down from me to fit an EVSE. At my behest, he called the Octopus smart team and got approval to pull the main house fuse for 15 minutes. He then had to take the cover off the comms hub to reset the WAN.

[theunknowntech]

Yup, but 22-0 is basically supposed to be pretty much impossible to trigger. Geo forbids me from revealing all the details (long story) but many of their status codes indicate things that lie outside of the IHD itself.

[andrewtjb]

@theunknowntech

Thanks for the reply.

That's interesting to know.

I have been trying to get eon to deal with it but it's difficult as I seem to be going around in circles with them.