Smart Meter Issues After Switch

Greyhound26

We moved our energy from Octopus to EON Next on March 19th, I have an EV so it was Important to get a decent overnight tarrif and with the events in Iran I was looking for a fixed rate and this fit the bill.

A couple of days after the switch I noticed the smart meter was still showing the Octopus details and tariff. This was followed a few days later with an email from EON saying there was a problem but it would be sorted out soon.

Fast forward 6 weeks we are still not on the correct tariff as EON are not receiving any data from our meter. Up to the switch date everything was working fine, Octopus were receiving the readings. I’ve contacted them several times on WhatsApp and each time there’s another issue.

Has this happened to anyone here and if so how was it sorted out?

QrizB

Welcome to the forum.

Fast forward 6 weeks we are still not on the correct tariff as EON are not receiving any data from our meter.

What make and model of smart meter do you have?

Greyhound26

Thanks for the welcome, this is the meter in question.

Scot_39

Octopus would have been using the same DCC and Arqiva LRR network interfaces for data as Eon Next should be for your smart meter (your 420 hub tells us it's on Arqiva rather than cellular).

The suppliers do not have bespoke communications to modern smart meters - even many if not most remaining old smets1 meters now integrated to DCC standard.

Unless they somehow managed to "brick" the meter interface when sent initial messages to configure it. But if it's still showing Octopus data - it either failed completely - or they just havent managed to set up comms to your meter for some strange reason.

You could try a couple of things yourself

so for comms hub to DCC data flow

Do your WAN (and HAN if have an IHD) lights slow flash every 5 seconds ?

If have an IHD - does it still show energy usage and costs (albeit calculated by meter using the wrong prices)

If so - to test the meter link to the comms hub

Have you tried third party access - like Hildebrand Bright app ?

Have you escalated the non working meter as a formal complaint to EOn ?

Not just contacted customer service - but registered a complaint.

QrizB

That particular meter is SMETS2, I think, and from 2021 so not an especially ancient one either.

Reed_Richards

A per the advice from @Scot_39, raise a complaint with Eon if you have not already done so. That might get them to act a bit faster.

Greyhound26

https://forums.moneysavingexpert.com/discussion/comment/81993734#Comment_81993734

Thanks for the reply, I do have the Bright app and it has been getting the 30 minute data successfully.

The IHD is showing usage and costs on the old tariff.

The WAN is flashing green every few seconds. Not aware of any flashing light on the IHD.

I’ve not yet raised a formal complaint but the time might be here now. I was giving them the benefit of the doubt as they were waiting for the final reading from Octopus but hadn’t mentioned them not receiving data from the meter.

QrizB

I was giving them the benefit of the doubt as they were waiting for the final reading from Octopus

Ah, that's not how the process works. The old supplier gets their closing reading from the new supplier, not vice-versa.

You provide a reading to your new supplier (or your smart meter sends one automatically), your new supplier sends that reading for validation, then your new supplier uses the validated reading to open your new account. The same validated reading sent to your old supplier for them to use when closing your account.

Reed_Richards

The WAN is flashing green every few seconds. Not aware of any flashing light on the IHD

No, the other light that should flash every 5 seconds is the HAN light, to the right of the WAN light on your comms hub. They should both flash together every 5 seconds. HAN stands for Home Area Network and it handles the short range communication between the comms hub and your IHD, also your gas and electricity meters.

Greyhound26

https://forums.moneysavingexpert.com/discussion/comment/81994011#Comment_81994011

Ah ok! In that case they are both flashing as they should then.

Chrysalis

https://forums.moneysavingexpert.com/discussion/6667667/smart-meter-issues-after-switch

Exactly the same issue as I have.

I am lucky I have a bright DCC sourced service, and I can confirm EON are incorrect in my case, otherwise as a consumer you at the mercy of what they telling you, I dont have any advice sadly, as they are proving very difficult to deal with.

Doing an internet search I found a unusually high amount of similar complaints with EON and failed smart meter reads.

After I sent them proof my meter is communicating the handler has not communicated with me again, and other handlers on the phone wont deal with my account now.

Just be aware when a complaint is opened, normal handlers wont deal with the account, so communication will get harder.