Being forced to buy a smart meter

_Sam_

MattMattMattUK said:

If you have a smart meter why are you having to kneel down outside and read the meter every month?

When we were with Eon Next they kept saying they couldn't read our smart meter (SMETS2). So we had to provide readings every month.

Moved to Octopus, and immediately all was well they could access the meter for 30min readings without an issue. 

deano2099

Your smart meters are still working - your electricity/gas company will still be getting readings from them. That technology is built into the meters outside - it sends the readings to both your supplier and to your "IHD" that you have inside your home - this device is purely for your benefit and lets you know how much you're using. 
If you don't need to monitor your usage other than checking your bills, you don't need to do anything. 
If you want a replacement "IHD" you can buy one, or as others have suggested, if you're comfortable with phone apps you can get one that performs the same function on your phone for free.

FreeBear

deano2099 said: If you want a replacement "IHD" you can buy one, or as others have suggested

But do not buy a second hand one from ebay or similar - The IHD needs to be "paired" with the meter, and very few companies can do this, individual consumers can not.

If you are going to purchase a new IHD, you need to go to someone like Hildebrand - https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers - You need to check that you have a SMETS1 or SMETS2 meter before ordering an IHD though.

oldagetraveller1

"When we were with Eon Next they kept saying they couldn't read our smart meter (SMETS2). So we had to provide readings every month."

Similarly here.

I've had to submit readings monthly since last May, when they were fitted.

Permanent message in my account advising that they are unable to access/receive readings.

cheeky51

Thanks for all responses re: my IHD. My problem is still not resolved. Eon Next are estimating my bills because they are not getting readings even from my smart meter! They have advised that I need to purchase a new IHD from Chameleon but haven't said (a) what type I need or (b) how I would set it up. I'm hopeless at that sort of thing & fear spending money & still being in the same position. Eon are HOPELESS. Has anyone any ideas about how best to resolve this issue?

DE_612183

I had a similar issue with Eon next - I wanted an IHD but had to pay.

There is no reason why, if you have a smart meter eon next can't get readings from it - regardless of whether you have an IHD or not.

If they can't get the readings - tell them to come and read the meter.

Keep_pedalling

cheeky51 said:

Thanks for all responses re: my IHD. My problem is still not resolved. Eon Next are estimating my bills because they are not getting readings even from my smart meter! They have advised that I need to purchase a new IHD from Chameleon but haven't said (a) what type I need or (b) how I would set it up. I'm hopeless at that sort of thing & fear spending money & still being in the same position. Eon are HOPELESS. Has anyone any ideas about how best to resolve this issue?

The main thing you need to do is to start submitting meter readings (I am assuming here that you can still read the display on the meter itself)

[Deleted User]

cheeky51 said:

Thanks for all responses re: my IHD. My problem is still not resolved. Eon Next are estimating my bills because they are not getting readings even from my smart meter! They have advised that I need to purchase a new IHD from Chameleon but haven't said (a) what type I need or (b) how I would set it up. I'm hopeless at that sort of thing & fear spending money & still being in the same position. Eon are HOPELESS. Has anyone any ideas about how best to resolve this issue?

Don’t waste your money on an In House Display until E.oN has resolved your smart meter problems. What have they told you is wrong, and what do they intend to do about it?

What type of smart meters do you have - SMETS1 or SMETS2?

If you buy an IHD from either Hildebrand or Chameleon they will pair it to your smart meter comms hub for you. All you need to do when it arrives is plug it into a 13 amp socket.

https://ivie.co.uk/product/ivie-bud/

helpfulflowers

I am with EON Next and when under EON I had smart meters installed but from day one I had endless problems with the gas meter not working or being picked up by the IHD (In House Display) and EON fobbed me off for so long, with every excuse possible.

Like you my gas meter was outside in the ground and very difficult to read, but before smart meters I had a meter reader out twice a year, which helped get accurate bills. I had no one who could read my meter in between.

It took 18-months and two complaints both which went to the Energy Ombudsman before EON finally admitted the gas smart meter was too far apart from the electric meter and it could not communicate with the smart hub, and therefore it could not send readings to EON Next, same reason the gas meter would not be picked up on the IHD. They admitted they should not have installed smart meters.

A third complaint was made last year to the ombudsman because despite being on the priority register and EON Next being told my meter had to be read due to my disability, EON never read the meter, and the customer service last year was just awful, staff that didn’t have a clue.

Finally, I had another EON energy installer come out this month, and there is now new technology “dual band” for smart meters set apart from each other, and I can only praise the man who came out, who ran tests and since it worked, he then installed new smart meters, and gave me a new IHD. That was two weeks ago and all is working well, I can now see what I am using, and take meter readings from the IHD. This time I can only praise the engineer and the man at EON Next who finally resolved an issue that started in 2020!

The only way to resolve your issues, especially as you have a disability is to make a complaint with EON Next, there could be a reason why your smart meter is not sending readings automatically to them, which might be fixable, such as someone coming out to recommission the meter. Those on here saying there is no reason why your meter can’t send meter, are really not being helpful.

I advise:

1. Raise a complaint with EON Next.
2. Make a note of who you speak to, date and time, each time you talk to someone.
3. EON Next should acknowledge the complaint.
4. If it reaches 8 weeks and they do nothing or do not resolve it, or send you a deadlock letter, you can escalate to the Energy Ombudsman, but not before the 8 weeks is up.
5. If it goes to the Energy Ombudsman EON Next have a specialist team that deals with the ombudsman complaints they get, and you will get a named advisor to deal with it.
6. I suspect if you go down this route, they will send someone out to check the meter, and perhaps provide a new IHD.
7. You need to ensure in your complaint you emphasise your disability, age, and how difficult it is to read your meter due to location.

I have so far had £225 out of EON Next for complaints taken to the ombudsman, and around £90 for failed appointments. So complaining whilst it can be stressful is worth it, but it takes time.

If you will struggle with this, ask the citizens advice bureau for help or even Age Concern, but don’t worry and don’t buy a new IHD regardless of what EON Next is telling you, they need to fix why the meter is not sending them readings, they are your supplier and have a responsibility to ensure the meter is working.

markin

MikeJXE said:

cheeky51 said:

Thanks for all replies. I am referring to the in home display & not the outside meter. I don't have a smart phone & so can't take photos outside. I'm afraid I don't know what you mean by " just use Bright" - what is that please? I find it puzzling that the Government seem to want everyone to have a smart meter & energy companies provide them free (at least initially) but then are happy (indeed make customers) pay for their own smart meters when they fail.

If you don't have a smart phone you can't have the BRIGHT APP to help you so forget that 

The in home display is not a free supply and someone has suggested you try ageuk for one

It will work on a tablet? Is the really not a windows 8+ version?


If the is not a windows version then download an Android App emulator like bluestacks.

https://bluestacks.com/