Eon smart meters IHD constantly restarting with lost connection?

squidgysponge

Apparently it should just automatically connect to the electricity meter which has a hub which collects data from the gas meter and sends them both to the IHD. Not that it appears to work for long/if ever at all.

squidgysponge

Woodbridge_Pete said:

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.

Its the other way around on mine, still get electricity readings on the IHD, just no gas readings. Strangely though EON still seems to be getting the figures for both as I had my first bill since install the other day (was unsurprised to find out I've been paying £20 a month too much for the last decade. )

MoneyMate

MoneyMate said:

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

Plugged back in today and to my amazement it’s working again, for how long time will tell.

Alfthedog

I came across this forum whilst searching for EON smart meter issues. After reading through the whole thread there seem to be a number of issues that people are having with these things. 

We had our Smart Meter fitted on October 12th 2019. All went well with the installation but after a few weeks of working fine, the IHD started constantly resetting. It just stopped working overnight on a particularly cold night in November. I tried all the usual things but the most noticeable change was the comms module that sits on top of the electricity meter (a Landis Gyr, Toshiba SKU-1 combo) was no longer flashing all the green lights. When it was all working all 5 lights would flash every few seconds - now nothing at all. No meter readings have been received by EON and I just keep making the usual monthly manual reads. The IHD can’t see the comms module either so by deduction, the comms module seems to have failed as it’s not communicating out to the HAN or WAN.

Communicating this issue to EON is a challenge, with everything from software problems, a nationwide issue and blaming the DCC given as excuses - they can see that it's not working as no data is making back to my account. The last communication i had 3 months ago was that someone would contact me to make an appointment to come and replace the comms module but nothing since. I tried contacting EON yesterday but after 3 attempts of a total of 90 mins on hold I gave up. I wanted to raise a complaint as this has taken a ridiculous amount of time to resolve what should be a simple issue, but to raise a complaint you need to ring them...

I realise this is a first world problem and in the grand scheme of things not that important, but having been ‘forced’ to get a smart meter when I changed tariff back in 2019, I stuck to my side of the deal and EON seem very reluctant to fix this issue. It really shouldn't be this difficult. 

[Deleted User]

There is a very simple way of seeing whether your SMETS2 smart meter is transmitting data to the DCC (missing data on the IHD does not necessarily mean that your SMETS2 meter is faulty)

http://www.n3rgy.com/

Each supplier uses an adaptor to collect data from the DCC to add to your billing account. Some suppliers use their own adaptor - others such as Octopus use a third-party (TMA/CGI). Data collection from the DCC can be an issue - particularly, for consumers on 30min ToU tariffs. 

A further option for those desperate to have a working IHD is the Hildebrand IHD/CAD SMETS2. Hildebrand is a registered DCC User (so it can legally add devices to your smart meter); it has its own in-house adaptor, and an App (Bright.) The latter downloads and stores data at 2AM each day. I have yet to see any loss of data but bear in mind they are dealing with 100s of end users not the 100ks of users that a supplier might have to support.

LeukyBear

Alfthedog said:

I came across this forum whilst searching for EON smart meter issues. After reading through the whole thread there seem to be a number of issues that people are having with these things. 

We had our Smart Meter fitted on October 12th 2019. All went well with the installation but after a few weeks of working fine, the IHD started constantly resetting. It just stopped working overnight on a particularly cold night in November. I tried all the usual things but the most noticeable change was the comms module that sits on top of the electricity meter (a Landis Gyr, Toshiba SKU-1 combo) was no longer flashing all the green lights. When it was all working all 5 lights would flash every few seconds - now nothing at all. No meter readings have been received by EON and I just keep making the usual monthly manual reads. The IHD can’t see the comms module either so by deduction, the comms module seems to have failed as it’s not communicating out to the HAN or WAN.

Communicating this issue to EON is a challenge, with everything from software problems, a nationwide issue and blaming the DCC given as excuses - they can see that it's not working as no data is making back to my account. The last communication i had 3 months ago was that someone would contact me to make an appointment to come and replace the comms module but nothing since. I tried contacting EON yesterday but after 3 attempts of a total of 90 mins on hold I gave up. I wanted to raise a complaint as this has taken a ridiculous amount of time to resolve what should be a simple issue, but to raise a complaint you need to ring them...

I realise this is a first world problem and in the grand scheme of things not that important, but having been ‘forced’ to get a smart meter when I changed tariff back in 2019, I stuck to my side of the deal and EON seem very reluctant to fix this issue. It really shouldn't be this difficult. 

I had the same issue, i raised a big complaints after wasting several hours on the phone getting passed around to many ppl who all told you various lies from we are sorry it must be a faulty module, we will replace the module, we will call u back to arrange, to whoever told you this information should not have told you this, and the circle goes on...

Complaint went in, some lady who is the had of complaints told me simply that it's out of their control as it's a nationwide issue, i could have my old manual meter re-installed which will cost me nearly £500 pounds or i can accept the current meter which will magically start working again (it's been 9 months still not working) and manually provide meter reading.

So the long and short it EON doesn't care and they fully know well the modules are faulty yet still persisting with installing and then making up all sorts of stories to give you the run around until you give up complaining about it. mine stopped working exactly 10 days after installing and has never worked again. i kicked up a lot of stink about it but got nowhere with them but wasted several hours waiting to speak to someone and being passed around, to the call dropping etc.

a right nightmare. 

Alfthedog

[Deleted User] said:

There is a very simple way of seeing whether your SMETS2 smart meter is transmitting data to the DCC (missing data on the IHD does not necessarily mean that your SMETS2 meter is faulty)

Very interesting. I've gone onto that site and entered the details. I'm not sure if it takes a while for it to get the data but there wasn't anything in the CSV file apart from the titles of the columns. I'll try again later but i suspect the issue is that my comms hub has failed rather than any connectivity issues further up the chain. Useful info anyway so thanks for posting that.

Just getting EON (or Morrison utilities who did the installation) to actually come out and replace the comms module would be a start !

MoneyMate

IHD  back in rubbish draw again ( Recycling ), last bill had one fuel as read the other estimated by smart meter.

Woodbridge_Pete

I tried contacting OfGem, who referred me to the Ombudsman Service.  They are currently dealing with my complaint, to which I have referenced the thread on here.

Woodbridge_Pete

I have managed to get a case raised with the Ombudsman.  Eon have responded that it is a firmware issue that the DCC will be dealing with to rectify the connection of the HAN (home area network) to the meter.  A completion date for all is April 2021