[tazmania]

Hi there,

On Thursday last week my ihd stopped receiving information from my smart meters after loads of checking different things, i noticed my connection on my gas metre was not connecting to the Han so I pressed the buttons on the display to try and re establish at connection which it did after a few attempts but even though it says it's connected to the Han my ihd does not work still just comes up with the loop message of trying to get information and then reboots itself and does it all again to the point I've got fed of trying it now.

I messaged customer service about this issue but there reply did not mention about rectifying the problem just giving me standardised response to other things I'd mentioned in the email and forgot to mention about getting my connection back up and running with my gas smart meter.

Currently the bright app shows my electric readings are still being received by DCC but since Friday no information has been received by DCC about my gas usage so hence they are not getting it on my eon next app as also not showing usage for the gas but only electricity. From reading previously elsewhere the connection has been lost but no one at eon seems to want to deal with it as it got totally ignored on my last email about the issues I was getting.

Can someone from eon on here try and help get my smart meters working again which will allow my ihd to work again and give me some ideas of what I'm spending during the day.

Also any ideas as to why eon say on a ev tariff they can not show correct charges for time of use, I've been told it's one charge for time of use and they change it to correct prices for overnight use, when I was with octopus they did 2 rate one for day and one for cheap and it changed over correctly on my ihd to show this correct charges. Surely it's simple for a company of this size to do 2 TOU rates on your electric meter just like octopus must have which would then reflect on my ihd? But I've been told this is not possible.

All your help is much appreciated.

[meldrewreborn]

@tazmania

The gas meter is battery powered and sends data to the communications hub every 30 minutes or so- this to prolong battery life. Its possible that the battery is starting to fail. For a while it will still measure consumption correctly but eventually will not do that either. Up to now Eon Next Has not regarded the IHD and data displayed on it as being of any importance and refused to replace IHDs after 12 months and not consider them essential. Things are changing. Emerging OFGEM standards will force companies to consider a fully functioning IHD to be essential -but not quite yet.

If it is the battery failing (how long has the meter been in situ?) then the only solution is to replace the meter as the battery is not replaceable. I suspect you face a hard battle to get the gas reading problem rectified.

As to the other stuff @geoffers is your man.

[tazmania]

Hi meldrewreborn,

Thank you for your reply, what you've said sounds like what might be happening, we have had the meter installed for approx 6 years, it's showing as connected to Han but obviously isn't otherwise it would be communicating with usag, I've finally got an agreement from a eon customer service advisor that this might be the case and might need an engineer visit, but the smart meter team need 3 days in order to see if they can establish a connection back to my meter before they will sort an engineer visit out. I'm hoping once the gas meter is sorted my ihd will work again as to me the whole point of smart meters and a ihd was so customers could see what they was spending on a daily basis without waiting 2 days for an app to update with information. As I say I don't know why eon refuse to use 2 TOU rates in order for ihd information when it's working to show the correct charges at the correct time of use like Octopus did, it baffles me how a big 6 company can not do what another can but I personally think it's the lack of wanting to implement this that is the case, not the fact it can not be done.

Your information has been appreciated, if anyone has any more info as to why eon refuse to do 2 TOU rates correctly to allow your ihd to show correct charges without having to wait days for the app to update will be much appreciated.

Many thanks.

[geoffers]

Originally Posted by tazmania

...if anyone has any more info as to why eon refuse to do 2 TOU rates correctly to allow your ihd to show correct charges without having to wait days for the app to update will be much appreciated..

I think there's a lot of misunderstanding within the EOn Customer Service staff as to what the meters are capable of handling re the Drive tariff. I was like you when I started on Drive, having requested the cheap rate tariff to be added to the meter - which they uploaded, but ending up with that being the only tariff present (day and night). This then reverted back to just the daytime rate again when the tariff was renewed.

HOWEVER... Purely by chance I recently spotted that the meter now does have both tariffs. It (and the corresponding IHD display) only ever shows one tariff at the time it's being used, which is the "current active tariff".

The meter itself in the daytime now shows the "Rate 01 Active Import" which is the standard rate electricity used, then after midnight shows the "Rate 02 Active Import" which is the cheap rate import. Cycling through various button presses on the meter takes you to these relevant screens - I'd never managed to locate them previously so think that the meter has recently been correctly configured (maybe they learned how to do it when setting up the DriveSmart tariff)

So if I view my IHD after midnight I can now see that the active tariff shown is the cheap rate one. Also the immediate cost and daily accumulated costings are working out correctly too, based on the usage at the relevant ToU tariff rate

Have a look at this thread where it is discussed in more detail https://community.eonnext.com/thread...ll=1#post58901

[tazmania]

Originally Posted by geoffers

I think there's a lot of misunderstanding within the EOn Customer Service staff as to what the meters are capable of handling re the Drive tariff. I was like you when I started on Drive, having requested the cheap rate tariff to be added to the meter - which they uploaded, but ending up with that being the only tariff present (day and night). This then reverted back to just the daytime rate again when the tariff was renewed.

HOWEVER... Purely by chance I recently spotted that the meter now does have both tariffs. It (and the corresponding IHD display) only ever shows one tariff at the time it's being used, which is the "current active tariff".

The meter itself in the daytime now shows the "Rate 01 Active Import" which is the standard rate electricity used, then after midnight shows the "Rate 02 Active Import" which is the cheap rate import. Cycling through various button presses on the meter takes you to these relevant screens - I'd never managed to locate them previously so think that the meter has recently been correctly configured (maybe they learned how to do it when setting up the DriveSmart tariff)

So if I view my IHD after midnight I can now see that the active tariff shown is the cheap rate one. Also the immediate cost and daily accumulated costings are working out correctly too, based on the usage at the relevant ToU tariff rate

Have a look at this thread where it is discussed in more detail https://community.eonnext.com/thread...ll=1#post58901

Geoffers,

thanks for commenting, interesting read and it's true the ihd can show 2 rates as like you say it takes the information from the meter, it's just to me eon are not wanting to send this information over to people's meters as this was how octopus worked by having 2 rates on the smart meter for the time required for both rates and my ihd with them was correct, I really hope eon send over relevant updates to people's meters to allow this to happen but I've asked this question many times to be told by numerous eon customer service advisors it's not possible and only 1 rate will show for everything. Here's hoping they get there act together but I doubt it.

[geoffers]

Originally Posted by tazmania

... I've asked this question many times to be told by numerous eon customer service advisors it's not possible and only 1 rate will show for everything. Here's hoping they get there act together but I doubt it.

Have you actually got up after midnight to see if your meter/IHD are showing the cheap ToU rate?

As I said, I don't think they've been well trained on what the meters are capable of communicating, so unless you're lucky and get someone with a bit more knowledge that's the answer you'll get.

I had this reply from EOn posted on that other thread...

...so what we have been told is that the IHD will only show 1 rate it won't show 2 as I mentioned above but I am not sure if this is interchangeable as in if it shows the day rate during the day and night rate at night, it's not something I've ever been asked to look into before ....

[tazmania]

Originally Posted by geoffers

Have you actually got up after midnight to see if your meter/IHD are showing the cheap ToU rate?

As I said, I don't think they've been well trained on what the meters are capable of communicating, so unless you're lucky and get someone with a bit more knowledge that's the answer you'll get.

I had this reply from EOn posted on that other thread...

Like you say it's obviously that the training that has been given is not good, as my smart meter has 2 rates from when with octopus a rate 1 and a rate 2 which is how they did there EV tariff which reflected on the ihd. I noticed what the eon advisor said on there Reply to you which would indicate the lack of training on how a meter works, it's all very simple really just need someone that is more knowledgeable/ interested, but really there smart meter department should know this information which should be relayed to front line as you can't speak to anyone but front line and until.it does then customers ihd are theoretically useless with eon as will never be correct.