[Gazlo]

We've been with EONnext since October 2021 and have not had any issues with our SMETS2 gas and electric meters nor the IHD.

We've just had our gas meter moved as it was built over, and it now sits outside our house. The day of the move went well and the gas and electric meters both showed usage on the IHD as they also did the following day. Since then, the IHD is showing £00.00 for gas usage but it is displaying the electric usage.

I've read several threads on this forum, but haven't come to a conclusion as to why the gas meter is not communicating with the IHD as it seems there could be several issues. Would any of those in the know, be able to advise?

Regards

Gazlo

[theunknowntech]

Hi @Gazlo ,

I can try to diagnose the problem, but I'll need to see photos first, so that I know what you've got.

[Gazlo]

Hi, the unknowntech...Thanks for the reply.

I've attached some photos. The SW, WAN, HAN & GAS LED's all flash intermittently. It seems to have made a connection now but it's still lagging. Our IHD only shows the standing charge for gas usage.

[theunknowntech]

Thanks, that's really helpful.

If you look above the electric meter, you'll see a device with WNC marked on it, which is the Communications Hub and there's five green LEDs on it. Please could you tell me which ones flash/pulse and how often they do so. In your case, I'm expecting SW, WAN, HAN and GAS to pulse together once every five seconds, which would indicate everything is healthy. If that's not the case for any of them, please let me know which ones don't match that pattern.

[Gazlo]

Yes, as mentioned above, the SW, WAN, HAN & GAS LED's all flash intermittently...as you say, roughly every 5 seconds. If this means all is healthy, why aren't we getting readings on the IHD? It's still showing £00.00 this evening.

I've tried moving the IHD closer to the electric meter and then closer to the gas meter...I have a very strong internet signal at home and have a TP link Deco M9 wireless mesh system. Would reconnecting to the HAN on the gas meter make any difference as I don't know if this was done when the meter was moved? Would a dual-band comms hub improve things?

[Gazlo]

Can anyone from EONnext advise? I've spoken to their team over the phone and all I'm told is that they will escalate the problem. To this day, our IHD is still showing £00.00 gas usage.

Regards

Gazlo

[theunknowntech]

Sorry for the delay, I'm currently pretty swamped with threads and I'm having a hard time keeping up. I've not forgotten you, but I need to clear out this monster backlog before I can focus on threads like this one. I promise I'll be back when I can!

[Gazlo]

No need to apologise theunknowntech. Your comments and advice are very much appreciated. This is an EONnext forum and it's just surprising how little input or response there is from them. I might add, that they are also unable to take readings remotely.

Look forward to your reply.

Regards

Gazlo

[theunknowntech]

Ok, I'm back! Sorry for the wait. Dominating multiple forums is probably not ideal when they ALL get overloaded at once. :(

Everything I've dug up suggests that there's nothing further that I can try to figure this out, so I'll need to get @HannahD_EONNext on the case. It might just be that the read schedule imploded (again) or it could be horrible. I'll continue watching this thread.

[HannahD_EONNext]

Hey @Gazlo

Sorry for the delay - I had some time off over Easter and just trying to catch back up!

You were in good hands with @theunknowntech which is why we often don't get involved until he calls us - he can fix lots!

I have re-set the read schedule which may work overnight and kick start the IHD to start working again. However, if not the good news is one of my team already raised the alarm with our smart team a few weeks ago. The team do have a bit of a backlog of around 6 weeks but you're already a good few weeks into the queue so hopefully not much longer to wait.

I'll check back on your account every week or so until we get the response and can see what needs to happen.

Thanks

Hannah