I have been waiting 9 months for Eon.Next to fix my Smart Meter but....

Colbefc

I got Gas and Electric Smart Meters installed  by Eon.Next in May 2023.  The electric meter works fine but the gas meter has never connected to Eon.Next and I have to send manual reading in.

I have contacted them many times, spending hours waiting on the phone  and always get a new excuse but nothing happens.

I am on their Priority list because of health reasons, I am 70 and my eyesight is bad and I have told them I won't be able to send readings soon as I can only just see the readouts but still they do nothing.

Can anyone suggest how I can get them to fix my Smart Meter? 

QrizB

It's possible that your gas meter will never be smart. How close is it to your electricity meter?

Reed_Richards

If your gas meter and your electricity meter are too far apart they will not be able to communicate with each other.  It's the electricity meter that is "smart" and sends the readings to your supplier so if it can't "hear" the gas meter it can't send those readings.  This is a flaw in the design of smart meter systems and there may not be a technical solution that will fix your problem.  Do inform your supplier if you become too visually impaired to read the meter yourself.  Then your supplier will just have to send a meter reader if they don't want to work from estimates.      

Rodders53

There are solutions for a distant gas meters from the electric HAN/Communication hub available now... 

Dual band comms hubs being one of the simplest, but it will cost the supplier to upgrade and may need a new gas meter.

Others include range extenders.
https://www.smartme.co.uk/home-area-network.html has some of the details.

Raise a formal complaint and don't be fobbed off / tricked into closing it before they have tried some on site changes to your installation and those have failed to work.

EoN should, in the meantime, send a meter reader regularly as you are now unable to supply meter readings to them yourself!   Emphasise that you cannot do so!  

NB Complain in writing or by e-mail.  I found that works in the end if one is persistent.

mac.d

Agree with the above post, put in a formal complaint. Reiterate that you are on the priority services register and are unable to submit a manual reading, and request that they send someone to read the meter.

https://www.eonnext.com/unhappy

Bigphil1474

OP, we had smart meters put in last year - we're with Sainsbury but it's basically Eon Next, and they were installed by Eon. Our gas meter hasn't worked smartly since installation - presumably comms issues as above as the electric meter is in the cellar and the gas meter is outside.

Anyway, for the last 4 months Sainsbury have advised me that they have sent it to their team to deal with as a 'priority'. May be another presumption, but it appears their timetable for priority jobs is different to mine. Needless to say they have also messed up all the gas bills for the last 9 months such that we were officially in credit by over £900 (apparently we used £4 in gas in November, lol) until they finally accepted a manual meter reading to correct the bill and we're back down to a couple of hundred quid in credit. I wish they'd have just told us the gas meter would never be smart, and I'd have asked them to put it higher up so that I don't have to get down to ground level to read the thing. I'm not holding out hope of it ever being fixed, but fortunately we're moving soon.

KxMx

Unfortunately the PSR doesn't seem to make much difference - had troubles with both British Gas and Octopus despite being registered on it myself.
No priority, extra assistance or even understanding. 

Spoonie_Turtle

As an interim workaround, might you be able to take a photo of the gas reading to send to them?  Also potentially able to enlarge the picture and fiddle about with contrast so you stand a chance of being able to see what the reading is still, even if not directly from seeing it on the display.
(Or if enlarging/changing contrast is not helpful, perhaps sending the picture to a friend or family member who can type the reading in a message that you can then access.)

NOTE: I am absolutely not excusing Eon and you should NOT be having to make extra effort because they're letting you down and doing nothing to accommodate your access needs here. 
I just wondered if taking a photo is a possibility, with the extra effort of that potentially offsetting a mess further down the line if they continue to fail you and would otherwise just bill on estimates.