In Home Display (IHD) Problem

Bilko9

We have Smart Meters for gas and electricity, both supplied by Eon. I cannot make sense of the gas reading. For instance on Monday this week at 8.30am the IHD showed gas used of 0.99p. BUT it also showed KWH's used of 22.99. Now our gas tariff is 10.41 per KWH. So  a quick sum gives a gas cost of £2.39 not 0.99p. This discrepancy increases day by day. In December our gas actual cost was 50% more than that shown on the IHD. I have emailed Eon about this but got nowhere. They simply say that the IHD is only a guide and will never be accurate as it does not include VAT. My figures are so far out that  think something else is amiss.
The figures for Elec make sense and I have reset the IHD but the gas figures are still way out. As I sit here now the readings are £1.30 per IHD but 32.24 KWH used, so nearer £3.30 actual cost!
Eon now regard my emails as a "complaint" but haven't said how they intend to resolve matters.
Has anyone else had this problem or am I missing something?
Thanks.

[Deleted User]

Occam’s Razor. The IHD is just a display. For gas it gets its information from the gas proxy meter in the communications hub which connects via the home area network to the gas meter. The supplier sends out tariff information to the gas meter (GSME). It follows that if the tariff information has not been updated then the IHD will show incorrect cost information: GIGO. Gas usage in kWh will be near correct.

You need to look at the meter sub menu and check the tariff information.

ariarnia

eon are right that the ihd can be inaccurate. but the in home display isnt the smart meter (thats normally near your fuse box) and has nothing to do with your actual bills from eon. its just for you to have in the house and is more of a 'toy' than anything else. 

if you check your eon account online as long as that is showing the right readings from your smart meter then i would suggest you put the ihd away in a draw and maybe download one of the apps that pulls the data directly from the central system (like the bright app) 

Mstty

Hi OP (Original Poster) when our rates were incorrect on the IHD we joined the Eon Next community posted on there and within 24 hours the rates were updated. They also do it through twitter very quickly as well👍

Bilko9

Thanks for the replies. Most helpful information and useful tips. I'll check the meter and look at the Apps. Cheers.

MisnerSpace

I also have had similar problems since the beginning of January; but with EDF. I have a smart meter for gas and electricity and before the new year there were no problems. The gas readings were accurate and the IHD has no problem communicating with the gas smart meter, however it seems to have developed a problem communicating with the Landis & Gyr (it’s a SMET2 meter) electricity meter. This is the odd part; the electricity smart meter has no problem communicating the current kW usage and the number of kWh usage however the calculated cost is completely incorrect, it seems that either the smart meter or the IHD is unaware of my current tariff for electricity (gas calculations are fine)

I initially used the WhatApp to contact EDF however this led to an eddy of repeated questions as it would pften take EDF 24hrs to reply and the process would restart each time; last note was that there was a problem with my meter and they would get back to me, which they didn’t. I then called EDF, they sent a new IHD; still not working. Called them again and they stated that there was a ‘problem’ but they were not sure what the problem was and the department that was looking into the problem would look into it at some possible future date. I now have now diarised weekly calls to EDF to try and get this resolved. Next step will be contacting the complaints department and if not resolved then I’m afraid it’s the ombudsman.

[Deleted User]

MisnerSpace said:

I also have had similar problems since the beginning of January; but with EDF. I have a smart meter for gas and electricity and before the new year there were no problems. The gas readings were accurate and the IHD has no problem communicating with the gas smart meter, however it seems to have developed a problem communicating with the Landis & Gyr (it’s a SMET2 meter) electricity meter. This is the odd part; the electricity smart meter has no problem communicating the current kW usage and the number of kWh usage however the calculated cost is completely incorrect, it seems that either the smart meter or the IHD is unaware of my current tariff for electricity (gas calculations are fine)

I initially used the WhatApp to contact EDF however this led to an eddy of repeated questions as it would pften take EDF 24hrs to reply and the process would restart each time; last note was that there was a problem with my meter and they would get back to me, which they didn’t. I then called EDF, they sent a new IHD; still not working. Called them again and they stated that there was a ‘problem’ but they were not sure what the problem was and the department that was looking into the problem would look into it at some possible future date. I now have now diarised weekly calls to EDF to try and get this resolved. Next step will be contacting the complaints department and if not resolved then I’m afraid it’s the ombudsman.

The problem with our smart metering system is that suppliers are responsible but usually not to blame when things go awry. The DCC looks after the network and all communications hubs. Manufacturers build and certify their meters and devices for use on the DCC network. The same guys also produce the quarterly firmware updates that are sent out by the DCC and suppliers to the communications hub and to the meters. Sadly, some firmware issues are only detected after firmware deployment which is why suppliers tend to push out firmware updates in small tranches.

I am guessing but the problem you are experiencing might well be meter firmware related. 

Mobtr

MisnerSpace said:

I also have had similar problems since the beginning of January; but with EDF. I have a smart meter for gas and electricity and before the new year there were no problems. The gas readings were accurate and the IHD has no problem communicating with the gas smart meter, however it seems to have developed a problem communicating with the Landis & Gyr (it’s a SMET2 meter) electricity meter. This is the odd part; the electricity smart meter has no problem communicating the current kW usage and the number of kWh usage however the calculated cost is completely incorrect, it seems that either the smart meter or the IHD is unaware of my current tariff for electricity (gas calculations are fine)

I initially used the WhatApp to contact EDF however this led to an eddy of repeated questions as it would pften take EDF 24hrs to reply and the process would restart each time; last note was that there was a problem with my meter and they would get back to me, which they didn’t. I then called EDF, they sent a new IHD; still not working. Called them again and they stated that there was a ‘problem’ but they were not sure what the problem was and the department that was looking into the problem would look into it at some possible future date. I now have now diarised weekly calls to EDF to try and get this resolved. Next step will be contacting the complaints department and if not resolved then I’m afraid it’s the ombudsman.

Sounds like a signal problem. There’s a known issue with the DCC whereby the signal is dropping causing the ihd to disconnect from the Han. Unfortunately if this is the case neither the complaints team or the ombudsman can do anything about it. 

[Deleted User]

Mobtr said:

MisnerSpace said:

I also have had similar problems since the beginning of January; but with EDF. I have a smart meter for gas and electricity and before the new year there were no problems. The gas readings were accurate and the IHD has no problem communicating with the gas smart meter, however it seems to have developed a problem communicating with the Landis & Gyr (it’s a SMET2 meter) electricity meter. This is the odd part; the electricity smart meter has no problem communicating the current kW usage and the number of kWh usage however the calculated cost is completely incorrect, it seems that either the smart meter or the IHD is unaware of my current tariff for electricity (gas calculations are fine)

I initially used the WhatApp to contact EDF however this led to an eddy of repeated questions as it would pften take EDF 24hrs to reply and the process would restart each time; last note was that there was a problem with my meter and they would get back to me, which they didn’t. I then called EDF, they sent a new IHD; still not working. Called them again and they stated that there was a ‘problem’ but they were not sure what the problem was and the department that was looking into the problem would look into it at some possible future date. I now have now diarised weekly calls to EDF to try and get this resolved. Next step will be contacting the complaints department and if not resolved then I’m afraid it’s the ombudsman.

Sounds like a signal problem. There’s a known issue with the DCC whereby the signal is dropping causing the ihd to disconnect from the Han. Unfortunately if this is the case neither the complaints team or the ombudsman can do anything about it. 

Sorry but that explanation doesn't make any sense. The communications hub establishes a Home Area Network (HAN). Both the gas meter and the IHD connect to this network. The communications hub connects to the DCC network via a Wide Area Network. The supplier communicates with the communications hub via the DCC network.

If the HAN signal is 'dropping' then the issue is firmly communications hub related. Your explanation is akin to blaming your ISP for a poor home wifi signal. The latter comes from your router not the ISP.

bluelad1927

With EON I've found the most accurate way of keeping  up to date is use the Bill so far this period function. This has been within a couple of pounds of my actual bill and includes standing charges and VAT