Eon smart meters IHD constantly restarting with lost connection?

hertfordian_2

E.ON_Company_Representative:_Helena said:

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

Helena

Thanks for the update.  Can you confirm how we will be being contacted?  If by phone number, can you advise which number so I can make sure it's not inadvertently blocked.  

Many thanks

E.ON_Company_Representative:_Helena

Dolor said:

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?

Hi Dolor,

It's the waiting for current data error and the IHD not connecting. it's been a wider issue with more parties than just ourselves involved in. Sorry I wasn't clear.

Some customers will need an appointment, depending on their actual issue will depend on what we have to do to get it fixed.

Helena

E.ON_Company_Representative:_Helena

hertfordian_2 said:

E.ON_Company_Representative:_Helena said:

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

Helena

Thanks for the update.  Can you confirm how we will be being contacted?  If by phone number, can you advise which number so I can make sure it's not inadvertently blocked.  

Many thanks

Hi there, hertfordian_2

It's no problem, I'm just trying to give as much information that I have.

It'll be a mix of calls and letters, it'll depend if we have a phone number listed on the account. Contact will be made one way or another.

I honestly don't know what number it'll come from, but I have asked the question and will update the thread when I can. Although I can't post phone numbers, I do know it would be helpful if you could know the first few digits.

Thank you

Helena

Gerry1

hertfordian_2 said:

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...

Sadly there's no point in blocking numbers of scam callers: when they call again they will spoof a different number.

E.ON_Company_Representative:_Helena

hertfordian_2 said:

E.ON_Company_Representative:_Helena said:

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

Helena

Thanks for the update.  Can you confirm how we will be being contacted?  If by phone number, can you advise which number so I can make sure it's not inadvertently blocked.  

Many thanks

Hiya,

It'll be an 029 number for residential customers
Helena

hertfordian_2

So today my smart meter display is working again!!  There was a power cut across the area yesterday and when it came on, I reset the display to see if it would work and it made no difference.

However, this morning, I noticed that it's now back to normal. Not sure if that was why but I'm not going to complain.

Kromauk

My appointment was today and, after many months, my Smart meter is now working as it should again. I'm not sure what the issue was but I appear to have the same meter that I had yesterday (having checked the serial number). Hopefully the fix will stay put and good luck to everybody else with the same issue. I hope your meters are fixed soon.

K

Aigrant

Kromauk said:

My appointment was today and, after many months, my Smart meter is now working as it should again. I'm not sure what the issue was but I appear to have the same meter that I had yesterday (having checked the serial number). Hopefully the fix will stay put and good luck to everybody else with the same issue. I hope your meters are fixed soon.

K

Hi, sorry I meant to update to say I have had a letter to make an appointment to replace/repair my “non faulty” meter.
They are due Thursday afternoon so hopefully it will be the end of the saga for me too

regards

chaoszone

The whole lot has been a fiasco. My IHD stopped working when E.On bought out NPower Select and it's not worked since. I seems the meter's HAN has now stopped working and I've been going round in circles with E.On fobbing me off and trying to bribe me. I'm a vulnerable person and they are supposed to fast track. 12 months on and I'm still waiting. Filed a complaint to complaints department. The complaint had been lost. I guess the filing fairies had been around. "Had to find my account." After a lot of pressure located the complaint and opened it. Off we go again...

I guess it's a trip to the ombudsman given their attitude.

E.On have at the same time been giving me the run around with a FITSwitch and the ombudsman upheld my complaint on that and have told E.On to sort it out. E.On needs a rocket and it appears the Smart industry as a whole needs some hands slapped. It's been a disaster since day one of smart meter installations and about a decade on they've not sorted themselves out.

(Of course "This is by no means indicative of the standard of customer care that we endeavour to demonstrate") That's not just one complaint/issue it's TWO and they have the gall to say this is by no means indicative of the standard of customer care!

[Deleted User]

chaoszone said:

The whole lot has been a fiasco. My IHD stopped working when E.On bought out NPower Select and it's not worked since. I seems the meter's HAN has now stopped working and I've been going round in circles with E.On fobbing me off and trying to bribe me. I'm a vulnerable person and they are supposed to fast track. 12 months on and I'm still waiting. Filed a complaint to complaints department. The complaint had been lost. I guess the filing fairies had been around. "Had to find my account." After a lot of pressure located the complaint and opened it. Off we go again...

I guess it's a trip to the ombudsman given their attitude.

E.On have at the same time been giving me the run around with a FITSwitch and the ombudsman upheld my complaint on that and have told E.On to sort it out. E.On needs a rocket and it appears the Smart industry as a whole needs some hands slapped. It's been a disaster since day one of smart meter installations and about a decade on they've not sorted themselves out.

(Of course "This is by no means indicative of the standard of customer care that we endeavour to demonstrate") That's not just one complaint/issue it's TWO and they have the gall to say this is by no means indicative of the standard of customer care!

A change of supplier will have no impact on your IHD. The IHD connects to the comms hub via what is known as a Home Area Network. The only thing that might be incorrect is the tariff information which the hub retrieves from the meters. For this to be accurate, the supplier has to push out security certificates and tariff information. 

Suppliers are not responsible for meters; comms hubs or the network. Individual meter manufacturers produce and test firmware updates, and The DCC is responsible for comms hubs and the network. My uniformed guess is that your comms hub probably needs a remote reset. On request, this can be carried out remotely by The DCC. If this reset fails, then the supplier needs to send out an engineer to pull the main fuse for c.15minutes (a manual reset of the hub if you like).