Eon smart meters IHD constantly restarting with lost connection?

[Deleted User]

Aigrant said:

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.

You could always express your annoyance with the situation to the senior civil servant responsible for the UK smart meter programme 

daron.walker@beis.gov.uk

Suppliers are not responsible for comms hubs, and you need a properly working comms hub to establish a Home Area Network which your IHD uses to access meter data. Responsibility for comms hubs remains with The DCC. Sadly, The DCC is a non user facing organisation.

Gerry1

Dolor said:

Aigrant said:

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.

You could always express your annoyance with the situation to the senior civil servant responsible for the UK smart meter programme 

daron.walker@beis.gov.uk

Is this the person responsible for reneging on all the promises that various Secretaries of Stage gave to parliament that smart meters would not be compulsory?

[Deleted User]

Gerry1 said:

Dolor said:

Aigrant said:

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.

You could always express your annoyance with the situation to the senior civil servant responsible for the UK smart meter programme 

daron.walker@beis.gov.uk

Is this the person responsible for reneging on all the promises that various Secretaries of Stage gave to parliament that smart meters would not be compulsory?

I have absolutely no idea: you could try asking him. He is the Senior Responsible Officer for the smart meter implementation programme, and he is the person that signs off letters requiring suppliers to get more smart meters installed.

Dave360180

Are we any closer to a solution ? I know someone earlier in this thread said they’d had confirmation from someone important it would be fixed sometime by now. Mine hasn’t … 

Kromauk

I don't know if it's relevant but my landline had a missed call on Friday. They didn't leave a message on the answerphone. I looked up the number and, although many people had marked calls from this number as a 'scam', they seemed to be in agreement that it was from the E.on smart meter team. I'm crossing my fingers that they're trying to sort out the problem. Or maybe it was just a scam call after all!

Aigrant

Just for info, here are the relevant comments from the Ombudsman 

To explain further on smart functionality, this is managed by the DCC and this is a company that manages this communication throughout the industry (including the communication with IHD’s) and this is not specific to E.On. From the information I have, the issue will likely be an issue with your Home Area Network (or HAN). This is a known issue and affects people with smart meters in your area of the country. The DCC have confirmed that it will update it’s platform by the end of April 2021 but it’s failed to do this. I’ve spoken to E.On to see whether it has any indication of when this update will happen but the DCC hasn’t confirmed a date. As E.On aren’t in control of this platform, I wouldn’t be able to hold E.On responsible for this issue you’re facing

Kromauk

It appears that the missed call last Friday WAS relevant. They just called again and it was indeed e.on. They booked an appointment to repair or replace my smart meter. Fingers crossed!

hertfordian_2

Kromauk said:

It appears that the missed call last Friday WAS relevant. They just called again and it was indeed e.on. They booked an appointment to repair or replace my smart meter. Fingers crossed!

Can you please let me know the number that called you? I'm worried that I may have inadvertently blocked an Eon number thinking it was a scam caller... 

Many thanks

E.ON_Company_Representative:_Helena

Morning all,

If you’re impacted by the known issue we’ll be contacting you soon to book an appointment to visit, please don't ring in, we can get in touch with you. This will be if we can't sort it remotely.

Also remember to try the normal trouble shooting things, especially, if it's a new problem. So moving the IHD closer to the meter, moving any obstructions etc.

Cheers

Helena

[Deleted User]

E.ON_Company_Representative:_Helena said:

If you’re impacted by the known issue .......

What exactly is the known issue, and how has it been resolved?