Newly installed EON Smart Meter not working

bikeman

Just had gas and elec smart meters installed by EON.
The remote unit is displaying 'gas supply disconnected'. I asked the installer about this before he left and he told me it was ok and would l update in 30 mins, then he left.
Well it's been a couple of hours now and it still says 'gas supply disconnected'. The actual meter's display is blank and pressing the two buttons A and B doesnt awake the screen. Dead battery and a lying installer?

[Deleted User]

Sadly, it is all too common for installers to walk away when the gas meter is still commissioning. It is the last component in the commissioning process. If the commissioning process isn’t completed in 59 minutes, the meter times out. You will need to contact E.oN - sorry.

Bolts007

Hello, I don't know is this is the related to the above problem but I had a smart meter and corresponding hardware for the gas supply, installed on the 18th February.
Since then, I have spent approximately, 4/5 hours on the phone to EON because not only is the smart reader not displaying my gas usage but the new meter connected to the actual gas supply is also not working/showing any reading.
Additionally, I have just received a statement from EON stating my apparent gas usage and charge.
I don't understand how they can charge me, or take a reading, when neither my smart meter or actual gas meter shows a reading.
Additionally, when I have called them, they have not been able to take a reading and each time my issue has apparently been escalated but no one has been in touch. 
I am just in the process of raising a complaint with the Energy Ombudsman but I am wondering if anyone else has had this issue with EON and how you resolved it?
Many thanks in advance,

Robin9

Bolts007 said:

........................
I don't understand how they can charge me, or take a reading, when neither my smart meter or actual gas meter shows a reading...................

Does the reading on the bill have the letter E (for Estimated) against it.?

[Deleted User]

Bolts007 said:

Hello, I don't know is this is the related to the above problem but I had a smart meter and corresponding hardware for the gas supply, installed on the 18th February.
Since then, I have spent approximately, 4/5 hours on the phone to EON because not only is the smart reader not displaying my gas usage but the new meter connected to the actual gas supply is also not working/showing any reading.
Additionally, I have just received a statement from EON stating my apparent gas usage and charge.
I don't understand how they can charge me, or take a reading, when neither my smart meter or actual gas meter shows a reading.
Additionally, when I have called them, they have not been able to take a reading and each time my issue has apparently been escalated but no one has been in touch. 
I am just in the process of raising a complaint with the Energy Ombudsman but I am wondering if anyone else has had this issue with EON and how you resolved it?
Many thanks in advance,

Sign up for N3rgy.com access using the ‘I am a consumer ‘ tab. All you need is your MPAN and the number off the bottom of your IHD. If you can see data for gas, your meter is working normally. If not, check the gas meter. What do you see when you press a button? Does it show commissioning or awaiting installation? If everything appears normal, then the most likely cause is the lack of a supplier security certificate. SMETS2 meters will only respond to supplier requests for data if, A, the supplier is the nominated supplier and, B, the supplier has generated and sent the appropriate security certificate to the meter. Only the nominated supplier can resolve this issue for you? Sadly, not many CS staff are trained in smart metering. Once  correct installation has been confirmed, and the correct security certificate sent, then you should get a message on your IHD - ‘GSME COMMISSIONING CONFIRMED’ or something similar.

Why is all this so difficult? Your smart meters have built in remote disconnection. GCHQ - level layered security has been applied to system to prevent third-party hacking.

https://octopus.energy/blog/solving-smart-meter-issues-octopus-energy/

E.ON_Company_Representative

Bolts007 said:

Hello, I don't know is this is the related to the above problem but I had a smart meter and corresponding hardware for the gas supply, installed on the 18th February.
Since then, I have spent approximately, 4/5 hours on the phone to EON because not only is the smart reader not displaying my gas usage but the new meter connected to the actual gas supply is also not working/showing any reading.
Additionally, I have just received a statement from EON stating my apparent gas usage and charge.
I don't understand how they can charge me, or take a reading, when neither my smart meter or actual gas meter shows a reading.
Additionally, when I have called them, they have not been able to take a reading and each time my issue has apparently been escalated but no one has been in touch. 
I am just in the process of raising a complaint with the Energy Ombudsman but I am wondering if anyone else has had this issue with EON and how you resolved it?
Many thanks in advance,

Hi Bolts007, it does indeed sound like you have a similar problem to the OP. 

To allow these newer SMETS 2 meters to send readings to any supplier if and when you switch they need to be 'enrolled' with the DCC (Data Communications Company - the centralised energy industry hub). This can take up to 10 days after installation so sometimes if your usage data isn't showing immediately it does come on eventually.

There is an industry-wide issue at the moment with some installations whereby the display units aren't showing usage. Us advisors don't know the full technical detail but it's something to do with this enrolment into the DCC. We're working with all parties to get this fixed and resolved as soon as possible - with the target being any time over the next few months. 

In the meantime, we’d recommend that you turn off your In Home Display (the power button will be on the back) and take it to your electricity meter before turning the device back on.

If your usage still isn't showing, check that the time is correctly set on the display.

If it is then we'll need to wait for this wider update. You can use E.ON See in the meantime to help you track your usage.

If it isn't, check what the signal bar's doing in the top left corner of the IHD display:

• Solid – Is your meter amongst other meters or in a communal cupboard? Moving your IHD to a different position away from other meters and devices may resolve the issue.
• Single dot – this confirms the IHD is joined to the network however it’s not getting a great signal, check again for obstructions and keep the IHD close to the meter. 

Have you had a chance to check whether your latest gas bill is S - Smart or E - Estimated? In some cases despite the usage not showing on the IHD we can still get meter readings. The meter itself should still allow you to obtain a reading directly. As gas meters have a battery they do go into sleep mode to conserve power. Try pressing the buttons a few times to wake it up.

Thanks, Matt

E.ON_Company_Representative

bikeman said:

Just had gas and elec smart meters installed by EON.
The remote unit is displaying 'gas supply disconnected'. I asked the installer about this before he left and he told me it was ok and would l update in 30 mins, then he left.
Well it's been a couple of hours now and it still says 'gas supply disconnected'. The actual meter's display is blank and pressing the two buttons A and B doesnt awake the screen. Dead battery and a lying installer?

Hi bikeman, apologies we missed this thread when you originally posted it.

Hopefully it's now resolved itself? If not then another poster has the exact same issue so I've included a bit of context above ^^ 

Thanks, Matt

[Deleted User]

E.ON_Company_Representative said:

Bolts007 said:

Hello, I don't know is this is the related to the above problem but I had a smart meter and corresponding hardware for the gas supply, installed on the 18th February.
Since then, I have spent approximately, 4/5 hours on the phone to EON because not only is the smart reader not displaying my gas usage but the new meter connected to the actual gas supply is also not working/showing any reading.
Additionally, I have just received a statement from EON stating my apparent gas usage and charge.
I don't understand how they can charge me, or take a reading, when neither my smart meter or actual gas meter shows a reading.
Additionally, when I have called them, they have not been able to take a reading and each time my issue has apparently been escalated but no one has been in touch. 
I am just in the process of raising a complaint with the Energy Ombudsman but I am wondering if anyone else has had this issue with EON and how you resolved it?
Many thanks in advance,

Hi Bolts007, it does indeed sound like you have a similar problem to the OP. 

To allow these newer SMETS 2 meters to send readings to any supplier if and when you switch they need to be 'enrolled' with the DCC (Data Communications Company - the centralised energy industry hub). This can take up to 10 days after installation so sometimes if your usage data isn't showing immediately it does come on eventually.

There is an industry-wide issue at the moment with some installations whereby the display units aren't showing usage. Us advisors don't know the full technical detail but it's something to do with this enrolment into the DCC. We're working with all parties to get this fixed and resolved as soon as possible - with the target being any time over the next few months. 

In the meantime, we’d recommend that you turn off your In Home Display (the power button will be on the back) and take it to your electricity meter before turning the device back on.

If your usage still isn't showing, check that the time is correctly set on the display.

If it is then we'll need to wait for this wider update. You can use E.ON See in the meantime to help you track your usage.

If it isn't, check what the signal bar's doing in the top left corner of the IHD display:

• Solid – Is your meter amongst other meters or in a communal cupboard? Moving your IHD to a different position away from other meters and devices may resolve the issue.
• Single dot – this confirms the IHD is joined to the network however it’s not getting a great signal, check again for obstructions and keep the IHD close to the meter. 

Have you had a chance to check whether your latest gas bill is S - Smart or E - Estimated? In some cases despite the usage not showing on the IHD we can still get meter readings. The meter itself should still allow you to obtain a reading directly. As gas meters have a battery they do go into sleep mode to conserve power. Try pressing the buttons a few times to wake it up.

Thanks, Matt

Please do not confuse a HAN issue with a WAN issue. Moreover, your response does not address why the poster is not able to see an index reading on the actual meter. Having now had two SMETS2 meter installations, I can assure you that if the meter has been installed/commissioned properly then the index readings on the actual meters can be seen immediately. I accept that setting up backend systems may take a little longer.

Suggesting that consumers should just turn the IHD on/off is just a way of fobbing off consumers. The IHD is clearly connected to the HAN as it is displaying electricity usage. Do this customer a favour and refer this post to your smart metering team. The most likely reason for the GSME fault is that the meter has not been commissioned properly (installers cannot be bothered to wait for up to 59 minutes) or E.oN has not applied the security certificates to the meters.

PS. I had a similar issue with my last GSME installation. The installer left it in commissioning mode. A quick call to Octopus Energy and 5 minutes later I got a call back with instructions on how to restart the commissioning process. That is what is called customer service.

Rant over.

agryman

I've been having this very problem for a year (Gas disconnected message on IHD), and I have been fed a different story every time I can bring myself to call the help team. The latest fob off is that it will take 6 weeks for DCC to update something at their end  - that'll take me into year two of the problem so I have very little hope.

PickledDog

I had smart meters installed last year with EON and the IHD never picked up the gas meter. The installer who had issues installing the gas meter had to call a colleague out for help. He left telling me the IHD would pick up the meter in the next hour.

I raised this with EON days later when the gas meter was still not showing and was eventually told they were aware of a problem with some gas meters but didn’t know when they would be fixed! Earlier this year they sent me a bill based on ACTUAL reads from the meter but I was suspicious because the bill showed credit and I knew I was not normally in credit at that time of the year. Upon checking the gas meter reading myself it was way higher than their ACTUAL read for gas the electric was fine. I called to put my own readings in and was told they were not getting the readings from the gas meter. I raised a complaint because whilst I picked up on the inaccurate gas reading I was concerned others could think that their bills were accurate. After much going back and forth EON sent a deadlock letter they couldn’t resolve the issue and I went to OFCOM.

OFCOM again confirmed an ongoing issue with IHD but ruled in my favour (various reasons) and awarded me £75 compensation. I did ask for a new meter or someone to come check the installation.

I don’t have the IHD plugged in I occasionally plug it in but the gas meter never picks up.

Over the weekend email from EON stating my gas meter may be faulty and I need to contact them to change it.

Before this email I was actually thinking of asking them to put normal meters back in because having a not so smart meter installed for the last year has been a hassle. I like to put readings through frequently to ensure my bills are accurate and I don’t get into debt but since the not so smart meter was installed I can’t input readings on my online account because I have smart meters or so the online account thinks! So I have to go through the farce of calling up to put a reading through which is often a nightmare for someone whose doesn’t like to use the phone due to anxiety!

And of course because I have smart meters I don’t get a meter reader, and my gas meter is in an awkward place to access with my disability. I did want smart meters to make life easier but it’s been a disaster so far!

jbuchanangb

You mention a disability. Are you on the energy supplier's Priority Service Register? If so you may be able to persuade them to send a meter reader now and then. You also mention that somehow (with difficulty) you can read the gas meter. I suggest that, if you can, you read it once a month and inform the supplier of the reading. Perhaps after 3-4 months of regular readings from you, you might let them change the meter. Or you might prefer to continue with a meter operating dumbly, in that you can read it even if they can't.