“Smart” meter IHD has stopped working and supplier won’t help, can anyone here help please

[Deleted User]

So I moved into my first home on 5th dec. 
the smart meter was already here when I moved in, and it was installed in October last year. It was working fine until 19th jan. since then it’s just read “waiting for current data”.
I have let the supplier EDF know, they told me to hard reset the IHD, which meant running 5e battery down and leaving it off for 24hrs. I did this, reconnected, and it’s still saying waiting for data. There is nothing wrong with the signal, it varies from 1 to 3 bars, but spends most of the time on 2 or 3 bars. The IHD picks up the correct time. 

Looking at the actual electricity meter there are several lights that flash which I assume are normal. Even if I bring the IHD next to the meter it still does not work.

EDF have said they can’t send anyone out to look at it because of COVID. I’m also wanting my hideously expensive prepay gas meter switched to a standard meter, so I can move onto a cheaper tariff, but again, COVID is putting a stop to this.

is there a way I can try to re pair the meter and my IHD? Does anyone else have any other suggestions?

I don’t think EDF are getting the daily meter reads either, as according to my online account the last one was sent on the 17th jan.

thanks! 

MWT

Not an uncommon issue it seems...

https://forums.moneysavingexpert.com/discussion/6102771/eon-smart-meters-ihd-constantly-restarting-with-lost-connection#latest

There is nothing you can do to re-pair the IHD it is going to be a firmware update to meter/comms hub I expect, but no idea when.

The_Fat_Controller

There is currently an issue with daily updates in online accounts and a banner across the top of the page advising of that.
They have been lagging, sometimes for up to 10 days but the agent in online chat said they are receiving readings as normal but they are not getting transferred to the customer web page.
EDF did a firmware update to my meter on 28th November and that has caused issues with the IHD, some data is now missing and they have advised me that a new IHD will eventually be supplied.
The clue that things had gone wrong was the IHD showing I had used £2322 of electricity by 0900 !
The IHD still shows cumulative daily use in kWh correctly, but other screen have glitches.

[Deleted User]

DeletedUser said:

So I moved into my first home on 5th dec. 
the smart meter was already here when I moved in, and it was installed in October last year. It was working fine until 19th jan. since then it’s just read “waiting for current data”.
I have let the supplier EDF know, they told me to hard reset the IHD, which meant running 5e battery down and leaving it off for 24hrs. I did this, reconnected, and it’s still saying waiting for data. There is nothing wrong with the signal, it varies from 1 to 3 bars, but spends most of the time on 2 or 3 bars. The IHD picks up the correct time. 

Looking at the actual electricity meter there are several lights that flash which I assume are normal. Even if I bring the IHD next to the meter it still does not work.

EDF have said they can’t send anyone out to look at it because of COVID. I’m also wanting my hideously expensive prepay gas meter switched to a standard meter, so I can move onto a cheaper tariff, but again, COVID is putting a stop to this.

is there a way I can try to re pair the meter and my IHD? Does anyone else have any other suggestions?

I don’t think EDF are getting the daily meter reads either, as according to my online account the last one was sent on the 17th jan.

thanks! 

It would be helpful if you told us the type of meters that you have; ie, SMETS1 or SMETS2; the meter manufacturer/s and model numbers. If you have SMETS2 meters or SMETS1 meters which have been adopted by the DCC you should be able to see data on the N3rgy.com website. All you need for access is your MPAN off a bill and the GUID from the bottom of your IHD.

It is possible that your comms hub needs to be powered down. Sadly, the smart meter nerds never envisage that this would be required so rather than building in a remote comms hub reset switch, this requires either a real or artificial power outage. The latter requires an engineer visit. Turning off your mains supply will not power down the comms hub.

mac.d

Just leave the small IHD unit unplugged for a few days, and if you need to, take the readings from the smart meter. Periodically plug the IHD in for a few hours to see if it reconnects to the smart meter. Keep a note of your monthly meter readings for now so you can see how much you are using. 

[Deleted User]

[Deleted User] said:

DeletedUser said:

So I moved into my first home on 5th dec. 
the smart meter was already here when I moved in, and it was installed in October last year. It was working fine until 19th jan. since then it’s just read “waiting for current data”.
I have let the supplier EDF know, they told me to hard reset the IHD, which meant running 5e battery down and leaving it off for 24hrs. I did this, reconnected, and it’s still saying waiting for data. There is nothing wrong with the signal, it varies from 1 to 3 bars, but spends most of the time on 2 or 3 bars. The IHD picks up the correct time. 

Looking at the actual electricity meter there are several lights that flash which I assume are normal. Even if I bring the IHD next to the meter it still does not work.

EDF have said they can’t send anyone out to look at it because of COVID. I’m also wanting my hideously expensive prepay gas meter switched to a standard meter, so I can move onto a cheaper tariff, but again, COVID is putting a stop to this.

is there a way I can try to re pair the meter and my IHD? Does anyone else have any other suggestions?

I don’t think EDF are getting the daily meter reads either, as according to my online account the last one was sent on the 17th jan.

thanks! 

It would be helpful if you told us the type of meters that you have; ie, SMETS1 or SMETS2; the meter manufacturer/s and model numbers. If you have SMETS2 meters or SMETS1 meters which have been adopted by the DCC you should be able to see data on the N3rgy.com website. All you need for access is your MPAN off a bill and the GUID from the bottom of your IHD.

It is possible that your comms hub needs to be powered down. Sadly, the smart meter nerds never envisage that this would be required so rather than building in a remote comms hub reset switch, this requires either a real or artificial power outage. The latter requires an engineer visit. Turning off your mains supply will not power down the comms hub.

I'm not sure what model it is, I should imagine its the SMETS2 as it was installed around October 2020 by EDF. The meter is clearly sending data to EDF as the usage and cost is trickling through to the energy hub, and the data is being sent to N3rgy.com.
No idea why the IHD has stopped, very strange! It's still not working. An engineer will have to come out to look at it post covid. 

Phones4Chris

@DeletedUser were EDF the supplier before you moved in?

[Deleted User]

Phones4Chris said:

@DeletedUser were EDF the supplier before you moved in?

Yup .....

Phones4Chris

Where is the Service Cut-out and meter? If it's in an outside meter box - you could try asking them "are they really going to do nothing unless you make a formal complaint?" See what they say to that!