There are a few models of smart meter that exhibit this fault with the ALC relay. Likely they've just replaced one faulty meter with the same model, thus not actually addressing the issue!
Don't shoot me, I'm only the piano player. I DON'T work for or on behalf of EON.Next, but am willing to try and help if I can. Not on mains gas, mobile network or mains drainage. House heated almost entirely by baby dragons.
1) to speak to somebody beyond an Energy Specialist is very difficult, especially a technical person. The best you can hope for is to either get lucky with someone who does know about such things or to speak to someone who understands the issue and can speak to a meter settings expert (there is such a person in the meter technician booking team). Otherwise raising a formal complaint can achieve results, although you will need to register it with the Specialist first before receiving a call from a Complaint Handler. The Complaints team are more knowledgeable.
2) obtain the data/information about your supply. Since we last corresponded I had an erroneous change made to my Supply No. Profile Class. I did eventually after four weeks manage to speak to someone who understood what I was talking about and effect the change required. This Energy Specialist kindly provided me with screenshots of (i) the E.ON Next supply information for my address and (ii) the relevant and correct information on the National Database; they now correspond. I think it would be worth asking a Specialist to obtain these for you. In addition there is the Registers page in the Account meter settings accessible only by E.ON Next, there is relevant data there, again I would ask the specialist to supply you a screenshot.
It's a long shot but we need to check the info held on the E.ON Next system matches the National Database. You will see the Supply Number / MPAN including the MTC (aka MTSC) (Meter Time Switch Code) ... '3' or '5'? and the SSC (Standard Settlement Configuration) ID which indicates the time period configuration for the registers is also significant. The SSC infers TPR (Time Pattern Regime) codes to define the time periods the registers are active, the TPRs are found on the Register Settings screen. I have a look up table for SSCs / TPRs
This is an interesting one 🤔 The best thing for me to do is have a good look into your account so I can see what's gone on here. I am going to pop you a DM to get some details from you 🙂
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I still have only one hour on the off-peak circuit. Can anyone please give me a clue who can escalate this problem and identify the person/department who will now take responsibility for investigating why, and altering my MTSC from "3" to suit if that is the solution. Worth bearing in mind we would have had no storage heating since December '24 and are old people who feel the cold - Scotland has been cold recently...
I still have only one hour on the off-peak circuit. Can anyone please give me a clue who can escalate this problem and identify the person/department who will now take responsibility for investigating why, and altering my MTSC from "3" to suit if that is the solution. Worth bearing in mind we would have had no storage heating since December '24 and are old people who feel the cold - Scotland has been cold recently...
Hi Bill ... so sorry you have not had this resolved, this is firmly the responsibility of E.ON Next and quite frankly it is disgraceful that they have failed even to provide a way forward. I am also very disappointed that no E.ON Next representative or advisor has responded to your comment when you are clearly vulnerable people.
I can only think about what I would do. I would make sure that I was registered on the Priority Services Register, I had raised a complaint with E.ON Next and received a 'deadlock' letter and then raised the dispute with The Energy Ombudsman. I would also speak to Citizens Advice to see what they might have to say about it.
At least it should start becoming a little warmer in Scotland soon.
did you get a DM as promised by. @Poppy_EONNext and if so did you respond? @retrotecchie suggested that this might be a fault with the particular type of meter.
Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and think the smart meter programme is a waste of our money. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
I am really sorry your latest comment was not replied to @Billjratt
I am working with the metering department, and with ongoing discussions via DM with @Billjratt we are progressing towards a solution for this issue. As soon as there is further information we will update this thread @meldrewreborn 🙂
Thanks to all that are showing an interest, it's a very frustrating situation. If it is a physical meter problem and we have now tried three, there is obviously a nationwide(/global?) issue which I would have thought more people would have noticed. As to the escalation of the problem, I do not know how the system is supposed to work : which departments are Eon, which are subcontracts, where the true technical expertise lies, where the administrative power lies. Everyone appears to be helpful online but we still don't have a fix. I can't believe the accepted method of escalating a problem is to make a formal complaint. Having been in the DP (IT nowadays!) service industry for years last century, I know it helps if the customers expectations are realistic, and he/she can relax when the appropriate specialist is assigned to the job.
@doverboy thanks Doverboy there's a lot of info there and, to be honest, we should never have to be involved to that level even if it was readily accessible. Poppy is still involved and hopefully in a position to get that checked out. Someone in Eon is being paid for this sort of thing, it's just a matter of locating...
Thanks Poppy, just had a call from G. S. proposing a total reinstall using a different make of equipment. Standing by for results from that in mid May.
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