Eon smart meters IHD constantly restarting with lost connection?

Woodbridge_Pete

[Deleted User] said:

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).

With my Smartmeter, a remote reset or fuse pull wouldn't fix it.  it was the HAN to electric meter that had failed.  New gas & electric meters installed.  EON customer services where rubbish and fobbed me off, enough for me to take them to the ombudsman who ruled in my favour.

[Deleted User]

Woodbridge_Pete said:

[Deleted User] said:

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).

With my Smartmeter, a remote reset or fuse pull wouldn't fix it.  it was the HAN to electric meter that had failed.  New gas & electric meters installed.  EON customer services where rubbish and fobbed me off, enough for me to take them to the ombudsman who ruled in my favour.

In that situation, you needed a new communications hub for which the supplier isn’t responsible. Because of their secure nature, responsibility for communications hubs sits with the network operator - the DCC. That said, as the DCC is not a consumer-facing organisation we all have to hope that the supplier will take up the cause.

Woodbridge_Pete

[Deleted User] said:
In that situation, you needed a new communications hub for which the supplier isn’t responsible. Because of their secure nature, responsibility for communications hubs sits with the network operator - the DCC. That said, as the DCC is not a consumer-facing organisation we all have to hope that the supplier will take up the cause.

It's a bit like telecoms, your contract is with the supplier and not with the infrastructure provider e.g. BT  and Openreach or EoN and DCC

jvjack

My Chameleon 3 in home display with EDF worked fine then last several days is doing everything mentioned in all above including clock stuck on 0.00  (First post by debie sums it all up)
Have read through the 20 pages but in case i missed anything did it get resolved with updates to smart meter so you just wait and see,
or do you have to contact supplier to do something remotely or pay a visit.

jvjack

Called EDF few days ago about ihd not working. They said they are getting a few similar calls but probably just a signal problem and to just wait.
Well it was nice to see it out of the corner of my eye this afternoon it's working again. 

fozzie55

jvjack said:

My Chameleon 3 in home display with EDF worked fine then last several days is doing everything mentioned in all above including clock stuck on 0.00  (First post by debie sums it all up)
Have read through the 20 pages but in case i missed anything did it get resolved with updates to smart meter so you just wait and see,
or do you have to contact supplier to do something remotely or pay a visit.

Mine has been doing this for the last few weeks, in a reset loop. Initially this came with EDF but I am now with Octopus. It is nice to see the daily spend, keeps you on track, I need it fixed.

jvjack

Mine has been ok since my last post. Just keeps telling me electricity supply disconnected.