Eon - to Eon Next Smart meter not working

Level 2

Greg1953

12-11-22

1393 views

My smart meter has not worked since being forcably moved from E0n to EOn next, in April 2022.

Contacted customer services in July got through after 90 min wait, put in a que to get it told 2 weeks to get it fixed. Told to give meter readings.

after 16 weeks nothing.

E mail complaints october nothing.
E mail CEO at ceo@eonnext.com. and sent them an invoice for reading the meter , nothing.
Next stepThe Energy Ombudsman

Then Small claims court for non payment of invoices for work requested.

9 Replies

Level 91

JoeSoap

12-11-22

@Greg1953

I'm not sure anyone can help on here as you've tried every official avenue available to you. What I can do is to tag our volunteer smart meter expert @theunknowntech to see if there is anything that can be done to help you. It's possible you may be asked to upload photos of your smart meters, comms hub and IHD and to describe what the lights are showing (HAN/WAN etc.) 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 2

Greg1953

12-11-22

@JoeSoap Hi the problem is with my meter not comunicating with eon next , it was working perfectly with e on . its a gsm or gprs setting in their communication servers yers I was a SCADA engineer, it just need some one to put in the correct settings. So I am putting duff information into my meter readings , every two or so days untill they contect me .

Level 91

JoeSoap

12-11-22

@Greg1953

Hope you get a resolution to this real soon.

Level 92

retrotecchie

12-11-22

@Greg1953

The issue is either the meters have not been adopted onto DCC's comms network (very possible if they are older SMETS1 meters), or there is a miscommunication between DCC and EON.Next.

Try the citizens advice meter checker, which may provide a little more insight.

https://smartmetercheck.citizensadvice.org.uk/

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.

Bennie_R97

16-11-22

Hi @Greg1953, I am sorry to hear about your issue. Can you give me some more insights? Are you referring to IHD (in home displays) or the actual meter attached to the wall?

Also a picture of the meter can be super duper helpful.

@retrotecchie already mentioned there could be an issue with the communication with DCC, but it can also be based on the IHD not working properly but the meter does.

There are so many scenarios that if we manage to narrow it down, I can provide you with some details that can be helpful to bring with you to customer service.

Level 2

Greg1953

17-11-22

HI its the Communication with Eon Next to get my meter readings remotly. for over 18 months it worked perfectly , then I was moved from Eon to Eon next. It worked once after that , and not since. WE wre told nothing will change.
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Level 2

Greg1953

17-11-22

@JoeSoap HI its the Communication with Eon Next to get my meter readings remotly. for over 18 months it worked perfectly , then I was moved from Eon to Eon next. It worked once after that , and not since. WE wre told nothing will change.

Level 2

Greg1953

17-11-22

@retrotecchie HI its the Communication with Eon Next to get my meter readings remotly. for over 18 months it worked perfectly , then I was moved from Eon to Eon next. It worked once after that , and not since. WE wre told nothing will change.

Level 92

retrotecchie

17-11-22

Ok, let me try and explain. Your old meter, as fitted by E.On, was an older SMETS1 type meter, These were supplier specific and would have communicated directly with E.On themselves.

You were ported over to E.On Next, but you could have moved to Scottish, OVO, Octopus or anyone else and your meter would have still stopped working.

This is because when the newer, SMETS2 standard was rolled out in around 2019, it used a centralised communications network (DCC) who now handle all meter data on behalf of ALL the energy companies. Older SMETS1 meters are being 'adopted' onto DCC's networks and in many cases this is successful. However some older meters just don't want to play nicely. DCC have a timescale, by the end of this year, to finish migrating oldermeters, and then if any can't be, they will need to be upgraded.

This is not the fault of E.On or E.On Next. It is entirely down to OFGEMs decision to centralise the system and roll out a newer technology.

Yes, unfortunately you have been caught up in the issue, but so have 1.6 million other people. If DCC cannot migrate your meter, you will get a replacement, but only after their program is complete and every attempt possible has been made. Sorry, but that's just the way it is. Blame the Government, blame OFGEM, blame whoever you like but the whole sad state of affairs is really out of E.On Next's control.