Eon smart meters IHD constantly restarting with lost connection?

wibbaboo

Reading this thread with interest - Smart Meter fitted in July - stopped working in August - same symptoms - same response from EON when calling them.  Nationwide problem that is out of their hands... What can we do as consumers??

MoneyMate

MoneyMate said:

hertfordian_2 said:

Hi all - Just found this thread on here.  My smart meter monitor just packed up on Saturday morning for no reason and is doing the whole cycling through power up/trying to get data/connection and not working.  I've emailed E.on but have not yet heard back from them.

Exactly the same for me put in the rubbish draw the smart feature sending back usage figures should still work OK

Now working ok must have had software update.

Highland76

wibbaboo said:

Reading this thread with interest - Smart Meter fitted in July - stopped working in August - same symptoms - same response from EON when calling them.  Nationwide problem that is out of their hands... What can we do as consumers??

Probably issues with the DCC network in your area, if that's what your meter uses to communicate. Should resolve itself over time but in the meantime you need to submit readings manually.

Dave360180

Mine has sprung back to life. 

Only for gas readings not electricity - though that maybe because I switched to Yorkshire Energy that don’t do smart meters (I think) 

Woodbridge_Pete

Not found a route into OfGem yet via email, so may have to resort to writing a letter on paper and posting it !!!
Does anyone know if any of the other energy providers are having the same problem, i.e is it really an industry wide issue.  Be good to know how they are dealing with it.  As I said in my previous posts, the gas reading back to eON is fine, as is the gas on the IHD, it's just no readings for electricity back to eON of IDH for 9 months.

E.ON_Company_Representative:_Helena

As most of you know, I posted this a bit earlier in the thread.

So there is an industry wide problem with HAN stability that is causing issues seen on IHDs. It's not normally a fault with the actual IHD itself. The comms hub time – the comms hub may stray/become unreliable so it stops issuing the time with the data it sends the IHD. That means the IHD doesn’t know where to put the data so it displays ‘Waiting for current data’. This is a network issue and we don't have a time frame for this. 

The only update I have is that we are working with the DCC and we hope most issues can be resolved in a future firmware release.

I do realise this is really frustrating and I'm really sorry it isn't something I can fix.

Thank you

Helena

This is something that I’m asking about all of the time, as I know it’s a problem. It is industry wide. The stability issues we’re seeing the DCC has recognised these and I know work is being done to get these errors fixed. It’s also sitting with senior management and I do feed back from this thread and other reviews that we see.

It's something I will keep asking about and when I have further updates I will post them here, as I’m sure you’re all aware these sorts of things are way above me and all I can do is give information when I have it.

Helena

Woodbridge_Pete

E.ON_Company_Representative:_Helena said:

As most of you know, I posted this a bit earlier in the thread.

So there is an industry wide problem with HAN stability that is causing issues seen on IHDs. It's not normally a fault with the actual IHD itself. The comms hub time – the comms hub may stray/become unreliable so it stops issuing the time with the data it sends the IHD. That means the IHD doesn’t know where to put the data so it displays ‘Waiting for current data’. This is a network issue and we don't have a time frame for this. 

The only update I have is that we are working with the DCC and we hope most issues can be resolved in a future firmware release.

I do realise this is really frustrating and I'm really sorry it isn't something I can fix.

Thank you

Helena

This is something that I’m asking about all of the time, as I know it’s a problem. It is industry wide. The stability issues we’re seeing the DCC has recognised these and I know work is being done to get these errors fixed. It’s also sitting with senior management and I do feed back from this thread and other reviews that we see.

It's something I will keep asking about and when I have further updates I will post them here, as I’m sure you’re all aware these sorts of things are way above me and all I can do is give information when I have it.

Helena

As we have been saying, it isn't just the IHD, but the readings back to you aren't happening.  My meter hasn't provided a reading back to Eon since November 2019

Kromauk

Yes, that's my problem too. Mine failed to provide the readings is normally be able to see in July so I had to provide them. A few days later, it all started working again and I could see that a reading had been sent. Then it will went wrong again (my IHD is currently constantly rebooting in front of me) and I've not had a reading uploaded since (nothing showing online). A reading should be visible by me by now.
If the nationwide issue isn't with readings not being sent, how do I get my meter fixed as it's actually quite hard to access all the readings.

K

E.ON_Company_Representative:_Helena

Morning both,

I'm sorry for the delay in replying, I've been trying to get a bit more information for you.

I've been advised there could be a couple of reasons why we're not receiving your reads, there could be a deprogramming issue, or possibly even to do with the signal. We also need to ensure all of the smart information is linked correctly in the systems. We do have smart specialist department that can look a bit deeper in to why this is happening, or if we're missing some information. Or they may advise that an appointment needs booking. They can also see if they can pull a read from the meter. So please do get in touch.

If we're getting reads occasionally, then this could be to do with the wider smart issues that we know about. It is still worth getting touch though, so we look in to it properly.

As you may know I can't post links, but the contact details are on the website, also when you speak to us we can give you all of the information about how to read your meter if you're finding this a bit difficult.

Thank you

Helena

MoneyMate

Hi Helena, My IHD is back up and running after constantly trying to gain info from smart meters, so it went in the rubbish draw for some months, now back and running OK, could it of had a software update ?