Eon smart meters IHD constantly restarting with lost connection?

Woodbridge_Pete

Best of luck getting it fixed.  I've been waiting since December 2019 for mine to be fixed.  

MoneyMate

same for me constantly recycling,so it’s unplugged again.

squidgysponge

Got my EON smart meters fitted 14th September. All was working fine until 1st October came around. "Gas supply disconnected" is now on the front of the IHD. My gas hasn't been disconnected, The gas meter has just lost its connection to the electric meter. (I mean how stupid of a company to put this on an in home display, it'd worry an old person to death they'd actually got disconnected wouldn't it!), So last Thursday I went online, read through EON's useless smart meter advice web pages (which looks like its been put together by a marketing team) and then dug out the installation slip and tried the number (turns out its EON's normal number) after about an hour of waiting I gave up and then tried another number from the website, which went to the same menu, still no one answered. Next up I went on webchat (which took some finding!) but after a 30minute wait finally spoke to someone and went through the IHD reboot procedure. 30 mins later still the same. They advised me to ring the same number I'd already tried who'd "sort it" because he couldn't. I asked him for an email address because no one at EON answers the number and he gave me email.queries@eonenergy.com which I emailed (still October 1st), didn't even get an acknowledgement so I also emailed myquery@eonenergy.com asking for someone to ring me back to tell me how to fix my smart meter or arrange a visit to do so. No answer. I've now filled in the online website form with the same message and am still awaiting any response at all.

Whilst I wish I'd never had the smart meters installed it became obvious very quickly we were paying far too much for our energy though, (around £50 a month over what we are!), so It also concerns me if EON got wind of this and it breaking is a ploy to get us to continue paying more for when we're not using that much.

macman

It's perfectly possible to monitor your consumption without a smart meter or IHD. Just use the main meter.

Woodbridge_Pete

macman said:

It's perfectly possible to monitor your consumption without a smart meter or IHD. Just use the main meter.

Be interesting to know how long the battery will last in the gas meter if you push the button each day to read the display.

MoneyMate

Good point madman, but such a shame these IHD have their problems driving you up the wall with flashing lights and constantly restarting .

squidgysponge

macman said:

It's perfectly possible to monitor your consumption without a smart meter or IHD. Just use the main meter.

But missing the point completely of having a smart meter in the first place.

dgp1000

I'm with Bulb and have the same restarting issue with the Chameleon IHD6. I've been told
'It may be a case that the Communications hub (device that sits above the electricity meter) has dropped off the smart network and is unable to communicate with your IHD, and with us. So we need to get the DCC to restart the connection to your comms hub. The DCC are the company in charge of the whole smart network for the UK. This can take them up to a month, as they do whole areas in batches (it can be a lot quicker because of this, it just depends where you live). I have just requested this now, so please leave the IHD turned on and in close proximity to your electricity meter.'
This seems to confirm its an industry wide issue.
There are two different systems HANs use to communicate with the DCC depending on where you are in the N or S of the country (I'm in the S), so whether its affecting both I've no idea. Also the HAN can uses a mobile phone signal to communicate and I assume they don't all use the same network - I'm told mine uses EE.

Woodbridge_Pete

Agree it's the Comms hub on top of the electric meter that is part of the issue.  It must still be connecting to DCC as I get gas readings on both the IHD and to EoN.  I think the electric meter to Comms hub has failed and somehow don't think the DCC could reset it remotely, otherwise why have I been waiting since December last year.  I think it will be a hardware fix.

bobsy852

Slightly different note, but on the same topic of non-working IHD's, I had a smart meter installed back in Feb this year through Octopus. It took SMS-PLC two visits to finally install the meter but they failed to connect my IHD during the installation. I've tried "connect to network" in the settings of the IHD but it doesn't connect to anything. I wondered if anyone knows how to connect the IHD to the meter without me getting the engineers out again (which as others have said in this thread is a rather small concern in todays situations).