Smart Meters

Kwiss2

We have we have had multiple Eon visits to our smart meters as they say they are not working. When they come they say they are working and even check with their HQ to confirm readings are being received. But within days we get feedback to say the meter is not responding. At one stage they stated that the fault was at their end and 100% the meters were ok but we are no further forward. I can only conclude the company are incompetent or not interested in resolving this as long as we pay every month an inflated monthly DD which we have to keep asking for large credit balances  to be refunded.
Regulators please note.

mmmmikey

If you'd like some help sorting this out, a quick first check you can do is download an app like Hugo and see if that has your data in. If it has, you know that the meter is OK and the problem is with Eon. Armed with that information you can then make a more targeted official complaint which hopefully will prompt Eon into sorting things out. If they do not then resolve the issue you can then take the complaint to the ombudsman.

An alternative approach would simply be to ditch Eon and try another supplier and see if they can sort things out for you.

Rodders53

So... are you providing EoN with your monthly meter reads and getting (more) accurate bills from them while this is going on (rather than the estimated reads they will be using to generate bills) and the DD forecasts?

If so I don't see that you should have excessive credit continually building up.... but a formal complaint with them is the way to go.  Then if it reaches deadlock you can complain to the energy ombudsman service (and EoN usually don't like to get to that stage).

Use Hugo as suggested - it works well for my electric only EoN smart meter... Not that EoN have any trouble reading it on a random day of the month for billing me anyway.  That'll prove it is an internal EoN issue (or a failure of comms from your meters to the central systems, if Hugo can't pull the info).

NB The "Regulators" don't read these forums.

Scot_39

Ofgem are the regulators.

They have no part in the complaints - that's internal to EOn Next - or if they reject earlier via deadlock letter or 8 weeks from entering complaint if not resolved then with raing a complaint via the energy ombudsman.

Are you currently in a formal complaint ?

As sounds like EOn Next have been responding regularly and sending out meter inspectors etc not sure of the exact grounds.

As above if you are on a simple tariff - not one say relying on 1/2 hrly data - submit readings monthly as per their current terms and conditions - and get accurate bills - just like with a traditional meter.

And there can be issues with meters outside EONNext's control - e.g. ota updates or factory installed firmware stability, DCC networks etc - so faults recurring e.g. after a physical reset / fuse pull etc  if EOnNext meter techs doing that when visit.

So as others say check via  app or a web service like n3rgy.com (restrict others access via privacy settings where available if important to you).