Eon smart meters IHD constantly restarting with lost connection?

chaoszone

I'm having the same problem, usually going into a loop. In my case it seemed to start when Eon Next took over NPower Select.

[Deleted User]

One of the issues is that the comms hub looks at the WiFi spectrum on installation and it chooses a Zigbee channel. It would seem that the supplier does not have the tools to change this channel if interference occurs. To complicate matters further, another issue is the HAN established by the comms hub. If you ring your ISP with a broadband issue, the first thing that they will suggest is a reboot of the router. The ability to reboot the comms hub was not put into the technical specification. One manufacturer has deployed firmware for its comms hubs that reboots them every night: the rest require an engineer visit to pull the main fuse.

Aigrant

Same issues here, gas reading ok on IHD and readings taken online by Eon. No electric on IHD or available online. Issue ongoing since last summer.

Having crooked my back getting an electric reading (when smart meter was fitted the engineer moved it somewhere convenient for him but awkward for me but of course it wouldn’t matter as I wouldn’t ever need to take readings again! ) I submitted a formal complaint. No response yet, they have a few more weeks to reply.
Does anyone have a view of changing supplier while this issue is ongoing and also while I have a formal complaint registered?
thanks

mhobbs81

Aigrant said:

Same issues here, gas reading ok on IHD and readings taken online by Eon. No electric on IHD or available online. Issue ongoing since last summer.

Having crooked my back getting an electric reading (when smart meter was fitted the engineer moved it somewhere convenient for him but awkward for me but of course it wouldn’t matter as I wouldn’t ever need to take readings again! ) I submitted a formal complaint. No response yet, they have a few more weeks to reply.
Does anyone have a view of changing supplier while this issue is ongoing and also while I have a formal complaint registered?
thanks

I have had exactly the same and it’s a nightmare, to make things worse my electricity bill has recently got really high. In terms of usage and I can’t even check it using the IHD. May I ask how you made a complaint please? For example online or telephone, letter etc.

Thank you.

Woodbridge_Pete

mhobbs81 said:

Aigrant said:

Same issues here, gas reading ok on IHD and readings taken online by Eon. No electric on IHD or available online. Issue ongoing since last summer.

Having crooked my back getting an electric reading (when smart meter was fitted the engineer moved it somewhere convenient for him but awkward for me but of course it wouldn’t matter as I wouldn’t ever need to take readings again! ) I submitted a formal complaint. No response yet, they have a few more weeks to reply.
Does anyone have a view of changing supplier while this issue is ongoing and also while I have a formal complaint registered?
thanks

I have had exactly the same and it’s a nightmare, to make things worse my electricity bill has recently got really high. In terms of usage and I can’t even check it using the IHD. May I ask how you made a complaint please? For example online or telephone, letter etc.

Thank you.

I initially complained to eon by phone as email or webchat couldn't handle smart meter stuff.  I got nowhere with them, no replies from them ( they said they would call back) numerous times, always a different story (certainly seemed like they where making it up each time you phoned).  Eventually put in a complaint via the Energy Ombudsman service - really good system, easy to use.  It resolved the poor service from eon but also got a statement that the smartmeter system should get fixed by May this year. Eon set up a webpage reporting system to log faulty smartmeters. (Scroll back through this thread for the link)

Aigrant

Mhobbs81
hi I did good old fashioned letter, the address is on the actual bill on right hand side. Think it says how to complain. 

Good luck

Woodbridge_Pete

UPDATE:  EoN (or the data people) are rolling out the the new firmware updates to SMETS2 meters, unfortunately mine failed to reboot so an engineer visit was needed.  The comms box on top of the electric meter still wouldn't play ball so it was a full meter change, even though the gas reading to EoN still worked.  New electric meter, new gas meter, new gas regulator tail, new IHD (even though it was identical to the old one).  Apparently, even though it was not much over two years old, they have to change the gas tail (audit failure).  Just surprised they couldn't pair up the existing gas meter  with the new electric meter.   Slightly different electric meter, still SMETS2., apparently upgrade compared to the other one.  
Interesting to see how well this performs.

Gerry1

Aren't smart meters wonderful?

Almost £500 per household wasted on chasing rainbows, but the crock of gold at the end is only a potential saving of £11 per year.  

eyemdee

I have also had this problem with Shell Energy. New SMETS2 electricity Smart Meter crashed in January resulting in loss of IHD and readings stopped being sent. Finally got engineer out at the end of March to power cycle/reboot the meter which reconnected it but it now displays exactly 10 times the true cost of electricity! My energy costs are now displaying at well over £10 per day and the "Weekly budget exceeded" message appears by Monday night!!

Aigrant

update on my complaint...
Formal letter from me dated 10 Feb 21

Standard letter from EON 4 March 21 saying started to look into complaint .

Personalised letter 20 March 21 saying "yes" they cant connect to my electricity meter! They have referred my account to Data Communications Team who have more knowledge and access to get issue sorted but cant say how long this will take. If I insisted on a "cosmetic exchange" (their words) to have my old meters back it would cost me £470.Finally they say they have escalated my complaint to "our impartial review team" (how does that work?) and will get a phone call in 14 days (not happened).

Its been 9 weeks since my initial complaint which takes me into Ombudsman time, will give them a few more days then escalate to Ombudsman service.

Will keep you informed

regards