Eon Next - no display on smart meter in cupboard

socks_uk

I have had an email from Eon next to send a meter reading for gas and electricity but there isn't a display on electricity meter in the cupboard or the gas meter on the wall outside.  The last meter reading via the smart meter was on 12th December 2021.
To be honest, since having the smart meter fitted (well before COVID started, don't know how long ago) I have no idea if the meters in the cupboards actually show any figures on the display as I usually look at the freestanding smart meter on the window sill.
I have just downloaded all my bills from the last 2 years, just in case, and will ring them on Monday but has anyone else had issues since Eon changed to Eon Next?

Auti

Don’t know if this applies but I have had to ring Eon as in December I was transferred over to Eon Next and my smart meter appears to net be sending them readings (I also had an online request to send meter readings) I phoned as I was struggling with their very confusing website that sends you (or at least me) round in circles without getting any answers. The woman who answered has now contacted the technical dept who are supposed to be sorting this out - she has said she will email me with results (due to personal reasons I am on priority register so, certainly for her, I cannot fault the human customer service so far. 

socks_uk

Thank you.  My husband just pushed a few buttons and something came up on the screen but not any meter readings.
I've pushed some buttons on the smart meter on the window sill and there are figures that are nowhere close to the previous figures so I need to check how much we used in this quarter a year ago.

QrizB

If you could post photos of the smart meters (the meters themselves, not the in-home display) we might be able to give some pointers.

[Deleted User]

socks_uk said:

Thank you.  My husband just pushed a few buttons and something came up on the screen but not any meter readings.
I've pushed some buttons on the smart meter on the window sill and there are figures that are nowhere close to the previous figures so I need to check how much we used in this quarter a year ago.

The device on your window cill is not a smart meter. It is a device - known as an In House Display - which connects to the communications hub that usually connects to, and sits above, the smart electricity meter. Most IHDs will display the TOTAL meter index readings as per the photo below. As the electricity meter has 4 separate registers, it is important that the reading for the correct register is used. Some suppliers use Registers R1 and R2 for E7 tariffs. Octopus on the other hand bills on 30 minute usage for some of its tariffs.

Sea_Shell

Eon Next told me that the smart meters can take at least 8 weeks to start working again, and to contact them after 12 if they're still not sending readings.

I've submitted manual readings from the IHD in the meantime as that is still working.

Dizee123

I was transferred to EON next early December.  My electricity smart meter has always posted readings on the 18th of the month as before.  However, the gas smart meter stopped and I had to post manual readings for 2 months.  Easy to get these as I just followed the instructions on EON Next dashboard, meter readings.  After posting my gas reading on 18th Jan and getting the bill the following day, I have now received a gas bill for £1.69 as the gas smart meter has now started submitting readings again after about 8-9 weeks.  This may be the cheapest gas bill I ever receive

ne1l5

I've recently been switched on to eon next from igloo and noticed my bill had come in higher then normal, unusually high. When I contacted them they found out I was using the display for meter reading and basically they said thats where I'm going wrong and this problem is my fault. 

Since then I've looked everywhere for any mention of "do not use the in house display" and I cannot find any, the manual even says i can get the meter reading from the display. Also I have now been taking daily meter readings from the meter on the wall, even that isn't straightforward. You can press a button and it will give you figures but it's probably not the right ones. On my meter I have to press 9 then wait for the imp kwh then wait for the figures. 

Be careful when taking meter readings and dealing with eon next.

[Deleted User]

It is always a risk if you provide the supplier with the reading shown on the IHD. This reading is often in kWh for gas when the reading needed should be in cubic metres. The electricity meter also has 4 registers and the IHD shows the total of the 4 register indexes.