Gas smart meter not working

Level 1

07-11-22

1509 views

I have issues with my smart meter for my gas - it has not sent any readings for 90 days now.

I have sent multiple emails to customer service and not had a single reply. I have also tried on multiple occasions to engage with Eon Next on WhatsApp and Facebook Messenger and not received a single reply. I'm currently on hold on the phone, but judging by other threads I do not hold out much hope...

I'm perfectly happy to continue receiving free gas 😂 but I do not want to risk getting a huge estimated bill through that is unpayable.

I have tried to attach a picture of the broken meter but for some reason I get a message saying that I do not have permissions for this?

6 Replies

Level 91

JoeSoap

07-11-22

@gw17brownross
As you can’t post photos perhaps you could describe your meters, comms hub and IHD in terms of make and model. Also what exactly are the lights on the comms hub doing? On or off, what colour, if flashing then at what rate exactly.

I will tag @theunknowntech who may then be able to assist with diagnosis.

I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.

Level 1

scott

07-11-22

Eon next customer service is shocking. My meters stopped being smart in May. They replaced electric meter twice and could not connect it to dcc for months. Eventually they got it working but its not paired with gas meter so Im in the same boat as you no gas readings. Ive had an ombudsman case open for a few months. Now the whatsapp support people refuse to talk to me as they're not allowed to if ombudsman case is open. Eon next put nothing substantive in the ombudsman case about fixing issue and nobody will respond.

They also bricked my Hildebrand glow by not doing correct meter replacement procedure. Engineer was clueless about this, he phoned his supervisor who knew nothing about that either .

Level 78

theunknowntech

07-11-22

I'll ask @Beki_EONNext to investigate why you can't post images. Bear with me!

Last edited by theunknowntech; 08-11-22 at 12:26.

Just another guy passing by... The unknown tech way...
Pete is an IHD Tariff Update Robot! 🤖 Anasa is a Giant Enemy Robot Spider 🕷 🤖 Hannah is neither! Need Customer service? click here! Replacement IHD Guide? Here it is!

Level 92

retrotecchie

07-11-22

@theunknowntech

if you try to copy an image and then paste it into a post, permissions cause issues. If you save the image to your device, use the insert image icon and then upload from your device, you should usually find that works.

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.

Level 55

Mailman

07-11-22

Originally Posted by gw17brownross

I have issues with my smart meter for my gas - it has not sent any readings for 90 days now.....

I'm perfectly happy to continue receiving free gas 😂 but I do not want to risk getting a huge estimated bill through that is unpayable.

I have tried to attach a picture of the broken meter but for some reason I get a message saying that I do not have permissions for this?

Broken as in not showing anything at all? To be clear, are you unable to lift a manual read yourself and submit it via your online account? Are both meters showing on your online account and do the MSN's (Meter Serial Numbers) match up to the actual meters?

Level 78

theunknowntech

07-11-22

Originally Posted by retrotecchie

@theunknowntech

if you try to copy an image and then paste it into a post, permissions cause issues. If you save the image to your device, use the insert image icon and then upload from your device, you should usually find that works.

Hmm... I don't think I've seen that one myself. Then again, my own permissions here are a LOT different to most people. I don't even know the exact combinations that I've been given. I'll definitely flag this up as I agree with you - you should be able to post images via copy/paste.