Problem with IHD - initially not showing gas history, now not connecting

Level 1

TWhits

12-12-23

62459 views

Hi,

We started having problems with our In Home Display. It seemed to display plausible gas and electric readings during the day but lost the gas usage for previous days - but not every time. We hoped this might correct itself but it didn't after a couple of weeks or so.

We then noticed that the time on the display was out by a few hours. Having failed to find a setting to correct this (presumably it picks up the time from the meter), we switched off the display - holding the off button for several seconds - and then on again but now it had lost all the display information and cycled through welcoming us to our smart meter and "waiting for current data". We repeated this several times and also tried a few more times with the display very close to the electricity meter - no success. It has been trying for several days now.

Please would someone help us get back to the display showing valid gas and electricity use for today and past days (this also applies to the weekly and monthly use displays) as we monitor this frequently through the day to economise on our use.

44 Replies

Level 91

JoeSoap

12-12-23

@TWhits

If you could post some photos of your IHD, smart meters and comms hub and describe what the little lights (HAN, WAN etc.) are doing, ie. solid ON or OFF or flashing and exactly what rate, and what colour, then perhaps one of our volunteer experts like @theunknowntech or @retrotecchie can help with this.

In the meantime you could try downloading the free and useful Hildebrand Bright app which will give you fairly up-to-date and historical usage info and may help in the diagnosis if the app can be seen to work for you or not.

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

TWhits

12-12-23

Many thanks for getting back to me - I have posted on EON's Facebook page and in a reply box from EON (saying how wonderful they are at communicating) and yet you managed to reply before them!!

Thanks also for suggesting the App. A while back I did download an App called "Loop" but it doesn't display current data which we like to monitor from the IHD and an App isn't as convenient as a permanent display in our kitchen. I will look into the one you suggest.

I have taken the photos you suggest. The four outer lights (i.e. not MESH) flash together every few seconds.

Attached Images

Level 1

TWhits

12-12-23

EON did get back to me on Facebook messenger (after 2 hours and still waiting after 24 hours on other submission!) and they are sending an "update" to our device. We need to wait 48 hours before we can complete our steps following the update.

I seem to have installed the App you suggested but now have to wait up to 24 hours for that to complete - but "fingers crossed".

Level 91

JoeSoap

12-12-23

@TWhits

Can you time the flashes of the lights please as that can be critical. We will wait until you get back with what happens in the next couple of days and if still no good then hopefully our learned friends on the forum can help. Please tag me when you post next by clicking on Reply at the bottom of my post.

Level 1

TWhits

12-12-23

@JoeSoap They are about 5 seconds apart. Is that accurate enough?

The App is already showing some info - but only electricity at the moment.

Thanks again for your help.

Level 91

JoeSoap

12-12-23

@TWhits

Yep, I think 5 seconds is a known flashing rate. Good to hear Bright is starting to populate.

Level 92

retrotecchie

12-12-23

@TWhits

Can you manually wake up your gas meter using one of the buttons, A I think, on the front to get a manual reading? If not, or the gas meter display shows an error message, the gas meter battery may be flat and the meter is not transmitting to the comms hub. That will require an engineer visit to remedy.

Last edited by retrotecchie; 12-12-23 at 17:39.

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 1

TWhits

13-12-23

Originally Posted by retrotecchie

@TWhits

Can you manually wake up your gas meter using one of the buttons, A I think, on the front to get a manual reading? If not, or the gas meter display shows an error message, the gas meter battery may be flat and the meter is not transmitting to the comms hub. That will require an engineer visit to remedy.

Yes, I had read about the battery and checked after your message - the display does light up. Does that mean it has sufficient power to communicate the reading?
How long does the battery usually last? We had the smart meters installed about 4-5 years back.

Level 92

retrotecchie

13-12-23

@TWhits

The battery is good, allegedly, for 10 years. If the display lights up and you see a reading on it, then it should be able to communicate. But it only sends data to the hub at 30 minute intervals, so it can take a while tor readings to appear sometimes.