Smart Meter Problems Gas readings not showing SMET 2 meter

Seascape1

Does anyone know how to get Gas readings back on a Chameleon 3 smart meter, please? I have recently been changed to EON NEXT as my new gas and electric supplier after my previous energy supplier collapsed.

Initially, no problem and the Smart meter worked fine with EON NEXT, but a few weeks ago the Gas usage would not update and the meter readings ceased on my Chameleon 3 which just states "waiting for historical data". The electricity still works fine showing usage, cost, and current meter readings.

Clearly, my Gas meter is no longer communicating properly with the electric meter wireless system or another synching issue. My problem is how on earth can I get this sorted (a regular problem I understand) I contacted EON next who told me to reset the chameleon 3 and move it to the electric meter. Done that on numerous occasions but still, no joy and EON NEXT say they cannot help any further and suggest I buy a new smart meter on Amazon?  I checked you really can't do that and I don't believe my Chameleon 3 is faulty in any case.

I like using a smart meter but am now disillusioned in the lack of technical support rendering my smart meter only good for electric usage.  I now have to go directly to the Gas meter (which still works) to obtain the current reading which shows on pressing Button A.

I am sure not to be the only one with this problem so any suggestions would be very much appreciated.

MWT

The Chameleon 3 is the IHD, not the smart meter, that will be a different brand and model number Like a Landis+Gyr G470 for example.

Go take a look at the electricity meter itself and just above that will be a device called the comms hub, that will have a little row of lights on it, one of them marked 'gas'.

The gas light should flash every few seconds to indicate that the gas meter is communicating with the comms hub, if it isn't flashing at all then the gas meter isn't talking.

That doesn't mean the gas meter or the comms hub is necessarily faulty, as it can just be that E.ON Next have not yet properly downloaded their security certificates, or it can be that they will need to renew the pairing of the gas meter to the comms hub.

This s a matter for their smart meter team though and there isn't anything you can do locally to fix this.

Do check that you can see the meter reading on the gas meter itself though just to make sure that is still working as intended.

[Deleted User]

The Chameleon is not your smart meter. It is designated as an In House Display. The IHD connects to the communications hub that sits above the electricity meter. The communications hub generates a Home Area Network (HAN): the IHD connects to the HAN. If you are seeing electricity meter information on your IHD, then the problem is not distance related.

You need to check your comms hub. There should be a flashing GAS LED. This LED indicates that your gas meter is paired to the comms hub. If there is no flashing LED, then your gas meter is no longer paired. 

If the LED is flashing normally, then I suggest you contact your supplier and ask them to carry out a remote comms hub reset. This will require the supplier to contact the DCC. DCC will carryout the remote reset. This reset turns off the comms hub for 15 minutes: it is a bit like rebooting your commuter.

Seascape1

Many thanks for that and you are right I used the wrong terminology calling my IHD a smart meter which clearly it isn't.

I have just checked the comms hub and the Gas Led is flashing normally and I can get the current Gas reading from the gas meter itself. I will have another go with EON Next customer services., thanks again.

[Deleted User]

Seascape1 said:

Many thanks for that and you are right I used the wrong terminology calling my IHD a smart meter which clearly it isn't.

I have just checked the comms hub and the Gas Led is flashing normally and I can get the current Gas reading from the gas meter itself. I will have another go with EON Next customer services., thanks again.

Suppliers have almost no levers to pull. The DCC is responsible for the smart network and all the secure communications hubs. Individual meter manufacturers are responsible for their meter firmware. They produce firmware updates and get them tested on the DCC network before deployment. It is possible that your problem is meter firmware related. A number of Octopus customers have recently had billing issues as data pulled from the meter was being returned with an empty XML data file of half hour usage. It has taken the meter manufacturer over 7 months and 3 firmware updates to resolve the issue. 

Speaking to customer services will get you nowhere. They are not smart meter specialists and they just work to a given script. Raise a written complaint and ask that it be escalated to E.oN’s smart meter team for resolution.

Seascape1

Thanks so much for your help. I did ring EON Next customer services and asked them to contact the DCC to do a reboot etc. which the operator readily agreed to via their smart meter team, promising to get back to me with a result as soon as possible. That was a few days ago so still waiting. If no joy this time I will raise a written complaint as you suggest.

Thanks again.