Eon - Smart Meter v1 IHD Borked

Spooky_uk

Anyone else a customer of Eon getting fobbed off due to the software "update"! that broke the functionality of the IHD essentially making it useless. Ours has been out of action since early ay. Promised phone calls to keep me updated have not happened. Constantly having to chase, so put a complaint in. Was told over the phone then that they can't fix the problem and are upgrading all v1 meters to v2. THis was from the South Africa call centre. No timescale. Don't know if they are fobbing me off yet again. Then just go thtis reply from them regarding my complaint:

I’ve closed your complaint

Why I have closed your complaint

I am sorry that the In-Home Display[IHD] is not working this was due to us updating the software on your meter so that the meter will keep its smart abilities if you went to another supplier. The fault is industry wide and we have no time scale. The data communication company are working on the issue.  Your meter is still working correctly until the issue is resolved please check out E.ON See. I am sorry but as this is an industry wide issue, we are only recording this type of complaint.

I have marked your complaint as closed. If you feel that the action, I have taken has not fully resolved your complaint, please reply to this email. 

Getting cheesed off with them now, only reason I stayed with them back in Feb was to keep the smart meter functionality as moving supplier would have broken it, so to have eon break this themselves is just rubbing salt into the wound!

Robin9

The IHD is not your Smart Meter - that will be in the garage or an outside meter box.   The IHD can be useful if it has meter readings but most people put in the back of   a drawer after a week or so.

Is your meter sending readings back such that you are getting bills ? Look for the letter A or S.   If its ann E that means estimated and you should be sending monthly readings 


(I had to look "Borked" up)

[Deleted User]

Robin9 said:

The IHD is not your Smart Meter - that will be in the garage or an outside meter box.   The IHD can be useful if it has meter readings but most people put in the back of   a drawer after a week or so.

Is your meter sending readings back such that you are getting bills ? Look for the letter A or S.   If its ann E that means estimated and you should be sending monthly readings 


(I had to look "Borked" up)

Agreed. This is where it gets complicated. It was never envisaged that SMETS1 meters would need to be added to the smart meter network. Sadly, the delayed rollout of SMETS2 meters resulted in a lot more SMETS1 meters than was ever envisaged. These meters are now being enrolled on to the smart meter network run by The Data Communications Company. The enrolment process has required The DCC to send out new firmware to the communications hub that sits above the electricity meter. These hubs are manufactured by a large number of different manufacturers. The enrolment process appears to have led to some unforeseen events; for example, the doubling of reported electricity usage.

Comms hubs provide the networks that connect to The DCC and to your IHD. Responsibility for sorting out any comms hub issues sits with The DCC not with suppliers because these hubs contain layered security. The supplier can only inform The DCC that there is an issue but they cannot resolve it themselves.

Similarly, suppliers have little control over the meters that they install or inherit on switch. Meter certification and testing of firmware changes on The DCC network is the responsibility of the meter manufacturer.

In sum, UK smart metering is great when it works but there are major challenges when things go wrong. The Government wanted it this way so no blame would sit with politicians. We should have followed the French model which was to design a standard meter and then let manufacturers bid to build it. At the moment, one meter manufacturer has one meter model with 10 versions of firmware deployed on the network.

E.ON_Company_Representative:_Helena

Morning Spooky_uk,

Thank you both Dolor and Robin9 for your replies here

What's been said is correct, we do know of some IHD that have this issues.

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 IHD still shows the message, waiting for data check that the time is correctly set on the display.

If it is, this is a known issue that the network company (DCC) are working on. We'll need to wait for this update and we’ve no current timescale for this issue to be resolved. You can use E.ON See in the meantime to help you track your usage.

We are now getting in touch with customers that may need an appointment to resolve the problem, but as we say, we can't say exactly when.

I'm sorry as I know it's a bit frustrating, but please do send the reads if they're not coming automatically.

Just to let you know, that we won't be on the forums anymore, probably from around the end of September, Malc and I and my newer colleagues Matt and Jordan have loved doing this.

Helena 

brewerdave

E.ON_Company_Representative:_Helena said:

Morning Spooky_uk,

Just to let you know, that we won't be on the forums anymore, probably from around the end of September, Malc and I and my newer colleagues Matt and Jordan have loved doing this.

Helena 

Wow, that's really tragic news ! EON were just about the last Company willing to deal directly with these forums. Hopefully you aren't losing your jobs in some reorganisation??

[Deleted User]

brewerdave said:

E.ON_Company_Representative:_Helena said:

Morning Spooky_uk,

Just to let you know, that we won't be on the forums anymore, probably from around the end of September, Malc and I and my newer colleagues Matt and Jordan have loved doing this.

Helena 

Wow, that's really tragic news ! EON were just about the last Company willing to deal directly with these forums. Hopefully you aren't losing your jobs in some reorganisation??

Does E.oN actually have any domestic customers? I thought that the plan is to move them all to E.oN Next. That said, I agree that online CS staff are a valuable resource for customers with issues.

E.ON_Company_Representative:_Helena

brewerdave said:

E.ON_Company_Representative:_Helena said:

Morning Spooky_uk,

Just to let you know, that we won't be on the forums anymore, probably from around the end of September, Malc and I and my newer colleagues Matt and Jordan have loved doing this.

Helena 

Wow, that's really tragic news ! EON were just about the last Company willing to deal directly with these forums. Hopefully you aren't losing your jobs in some reorganisation??

Thank you so much brewerdave

I will be leaving E.ON, but I'm just not sure when yet. I've worked here for years and really loved it.

Helena

E.ON_Company_Representative:_Helena

[Deleted User] said:

brewerdave said:

E.ON_Company_Representative:_Helena said:

Morning Spooky_uk,

Just to let you know, that we won't be on the forums anymore, probably from around the end of September, Malc and I and my newer colleagues Matt and Jordan have loved doing this.

Helena 

Wow, that's really tragic news ! EON were just about the last Company willing to deal directly with these forums. Hopefully you aren't losing your jobs in some reorganisation??

Does E.oN actually have any domestic customers? I thought that the plan is to move them all to E.oN Next. That said, I agree that online CS staff are a valuable resource for customers with issues.

Hi Dolor,

We do still have some domestic customers left, but eventually all the customers will move to E.ON Next. There will still be some online help, as E.ON Next do have a Trust Pilot page.

Helena

Spooky_uk

Just an update to this as still not resolved (and confirmed there is still no date as to when it will be fixed if at all) but had confirmation it is affecting my meter as well despite assurances it isn't. Only getting estimated readings and just been on the phone to customer services who tried to pull actual reading from the meter while I was on the phone and no joy. So back to manual readings now. Unbelievable really.