Eon smart meters IHD constantly restarting with lost connection?

Aigrant

Woodbridge_Pete said:

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.

Hi Pete
How are you getting on with your new kit?
Cheers

Woodbridge_Pete

So far so good.  Actually prefer the new model of elec meter to the old SMET2.  Shows amount of power exported.

clarkey1984

Our chameleon has started doing this as of yesterday, no amount of router reboots and frantic pushing of the WPS button has made a blind bit of difference.

I did happen upon a reset procedure video on YouTube, but despite ours being the exact same unit as on the video, ours has no such options in regard to the WiFi part of things as the video shows.

[Deleted User]

Woodbridge_Pete said:

So far so good.  Actually prefer the new model of elec meter to the old SMET2.  Shows amount of power exported.

All SMETS2 meters index the amount of electricity exported to the Grid, or are you talking about the In House Display?

[Deleted User]

clarkey1984 said:

Our chameleon has started doing this as of yesterday, no amount of router reboots and frantic pushing of the WPS button has made a blind bit of difference.

I did happen upon a reset procedure video on YouTube, but despite ours being the exact same unit as on the video, ours has no such options in regard to the WiFi part of things as the video shows.

Rebooting your your home router will have no impact on the IHD and the data that it gets from your smart meters. To get data, the IHD connects to a secure Zigbee Home Area Network (HAN) which is established by the communications hub which sits above the electricity meter. I assume that you have tried moving the IHD closer to the meter box - these devices are very range limited.

clarkey1984

[Deleted User] said:

clarkey1984 said:

Our chameleon has started doing this as of yesterday, no amount of router reboots and frantic pushing of the WPS button has made a blind bit of difference.

I did happen upon a reset procedure video on YouTube, but despite ours being the exact same unit as on the video, ours has no such options in regard to the WiFi part of things as the video shows.

Rebooting your your home router will have no impact on the IHD and the data that it gets from your smart meters. To get data, the IHD connects to a secure Zigbee Home Area Network (HAN) which is established by the communications hub which sits above the electricity meter. I assume that you have tried moving the IHD closer to the meter box - these devices are very range limited.

I have indeed tried moving it, although in its current position (where it's worked fine for 4 months) is barely 2 metres from the meter anyway.

It's just stuck in an endless boot loop of waiting for current data with the WiFi symbol flashing, the clock shows 0.00, and fhe actual reading part just shows - - - -

 Then after a couple of minutes the red amber and green lights on the bottom momentarily come on, then it says welcome to your energy monitor, followed by ihd3-ppmid-v2 1.3, followed by guid 0c-a2-f4, etc etc, then the whole cycle starts again.

clarkey1984

And now this morning it's fixed itself somehow overnight, all working as normal again, all's well that ends well.

[Deleted User]

clarkey1984 said:

And now this morning it's fixed itself somehow overnight, all working as normal again, all's well that ends well.

The most likely reason for this is local interference. Sadly, the HAN WiFi channel is fixed at installation and unlike your home router it cannot be changed.

Gerry1

Dolor said:

clarkey1984 said:

And now this morning it's fixed itself somehow overnight, all working as normal again, all's well that ends well.

The most likely reason for this is local interference. Sadly, the HAN WiFi channel is fixed at installation and unlike your home router it cannot be changed.

Another massive fail chalked up by the smart meter fiasco project !

Aigrant

Aigrant said:

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

Update again

Ombudsman did NOT uphold my complaint re faulty meter. Outside of their control, problem with data supplier etc. Acknowledged no sign of fix due by end of April.

Ombudsman DID uphold complaint on poor customer service and awarded (a small amount) of compensation. 

Just as an aside it’s been interesting just to focus on the working gas reading and seeing (and stopping!) it’s usage.

cheers, interested in any other experiences.