If a looped supply - left red feed - that part doesn’t need to be touched. Therefore rhs can simply be treated as single phase (in my view)

Phoned OVO this morning. Got an appt for 2 weeks today and assured they would send 3 pH engineer.

Have also emailed the DNO to see what their records show.

Our relatives have livered there since house was built and it is as built, apart from when electric shower installed, that is small cons unit bottom left, and then storage heaters replaced last year and old wire fuse consumer unit removed and new consumer unit for this now outside the cupboard.

Will report back in 2 weeks. Definitely no cannabis farm!

Hey ​@thelearner 

I’ve found this website: https://www.stayenergysafe.co.uk/more-on-energy-theft/cannabis-farms-grow-houses-uk you can report anonymously. 

This is the information I found on our website with regards to meter tampering:
 

Energy theft – make sure you report it

Energy theft is tampering with a meter or its connections. This means the meter doesn’t accurately record how much gas or electricity is being used. Stealing energy is a crime and it’s dangerous. Keep yourself and others safe by reporting your concerns.

View REC Schedule 8 – Unbilled Energy Code of Practice

Energy theft can be fatal

Tampering with an electricity meter could lead to a short circuit, wiring overheating or even a fire. Wiring that seems safe can become ‘live’, so there’s a chance of a fatal electric shock.

Tampering with a gas meter could cause a gas leak. As well as headaches and possible loss of consciousness from the fumes, it only takes a spark to cause an explosion.

Tampering with a meter is a crime

Tampering with gas or electricity meters isn’t just dangerous – it’s also illegal. Energy theft can lead to a fine or a prison sentence.

If you suspect energy theft, report it

If you suspect any gas or electricity meter has been tampered with report it immediately. Call us on 0330 3035 063 or get in touch via our online chat.

If you'd rather not give us your details, visit the Crimestoppers supported stayenergysafe website or call them on 0800 023 2777

If you suspect a gas leak, leave the property and call the 24 hour National Gas Emergency hotline on 0800 111 999 immediately.

Yes,  I finally spoke with them

Apparently,  they are just marketing comunications to try and get me to switch.  They seemed to already know I has a non-RTS meter!

So,  in the past year countless letters with the appropriate postage.  How much would OVO save if they did not waste mnoney on pointless cummunications that are not even true?

Be careful there - the RTS ones ARE NOT your average run-of-the-mill Marketing campaign. They’re very serious because if you don’t respond, your heating/hot water really is at risk of ceasing to function at all.

Make sure you’re not confusing the regular offers and the RTS ones - they’re two totally different campaigns!

I do not suspect this at all. Our family members have lived in that house since it was built. They cannot even wire a plug let alone interfere with meters and are as honest as the day is long. I have not had any reply from DNO. But I will be there when next engineer arrives. Will post back findings. 

Hey ​@thelearner 

Yes please report back findings.

Apologies about the above message that was meant to be a general response about high usage concerns rather than in response to your issue. In reading back I can understand the confusion. 
 

• Radio teleswitch (RTS) shutdown sunset FAQ F.A.Q.

• Complex Multi-Rate Meter & Heating types F.A.Q.

 

Whether it is 3 phase engineers are in short supply or other problems, I now have to wait for Ovo to contact me for a smart meter appointment! Live in Gloucestershire with a Superdeal setup for storage heaters & immersion water heater & ready to change to E10 as discussed with them months ago. I still see an impossible task for a June completion for change from RTS & a further extension would not surprise me at all!

The final shutdown is September 2025 to give a bit of leeway.

I personally doubt it’ll go on beyond that…

Be warned however, that if the last valves go KABOOM before then… It’ll result in an immediate shutdown.

Well if that happened there will be many very unhappy people with no heat or hot water!

Lets hope for a warm Summer!

Frankly, my experience with Ovo has been terrible. SSE migration, no full billing since April 2024, no acceptance of my peak & offpeak meter readings, wasted visit from an engineer, Ombudsman involvement & now a further worry about smart meter fitting with the change from Superdeal to E10!

The problem isn’t strictly OVO exclusive though - it’s industry wide. What I can confirm is that it’s Arqiva, not OVO, who are responsible for maintaining and operating Droitwich Transmitting Station (as well as Burghead and Westerglen Transmitting Stations) which powers the RTS Service.

The valves blowing will, as such, affect more than just OVO and there’s absolutely nothing OVO can do to stop it happening. This is exactly why we’ve been saying on the Forum for the last 5+ years that folks should start migrating from RTS Meters sooner rather than later - the fewer customers that remain, the easier it gets to scoop them all up.

We have advice from ​@Lukepeniket_OVO on this topic which might be helpful: 
 

Is the pre configured smart meter now the accepted solution where there's no WAN signal? I've heard it mentioned previously as a potential solution but I'm not aware of anyone having one installed.

BPLightlog wrote:

I don’t believe that is anything more than single phase but can understand the confusion. (Polyphase just means more than 1 and is often used in multiphase systems).

It looks like a looped supply to me but I’d be interested to know where the red cable indicated here goes

Of course, getting a 3 phase authorised engineer would sort things anyway 

You were quite correct about a looped supply - this is the reply from the DNO. 

“The supply is what is called a 'looped supply'. This means your neighbours cut out fuse is inside your property rather than theirs. This is quite common in properties of a certain age and usually does not require any intervention from your Distribution Network Operator (SSEN), unless you are looking to change your supply for example for a electric car charger.

You can advise OVO of this and there should not be any issues with them carrying out what is required for you. However if you want to 'unloop' the supply so the neighbours 'cut-out fuse' is no longer in your property please advise and we can raise a job for you. This may or may not be a chargeable job depending on the works required but we would advise you of this to accept prior to any works progressing.”

There is one adjoining house to the property - and that fuse has never been pulled to our knowledge. I’d imagine the property next door also has RTS storage heating. At the other side there is no adjoining house. I will advise OVO of the findings. I’ll also be there with that email when the metering engineer arrives. 

Just a quick question.

What will happen with tariffs after the RTS shutdown if I still have the old meter (which I might well have)? Will I still be on the legacy THTC tariff, just without the timed storage heaters, or will I end up on a single rate tariff? Presumably a lot of people will still be in this situation.

Hi ​@Helka ,

Long story short… For billing purposes, you’d still be on the same tariff as before if you haven’t migrated - the tariff only changes once you migrate to Smart Meters, or with your consent.

However, we make absolutely no promises whatsoever as to whether your billing will be even close to accurate/correct and likewise, no promises that your setup will even work at all. This is a strict stance that unfortunately cannot be flexed for anyone.

If you are able to, please look at migrating to Smart Meters immediately. Do not leave it until last minute.

It's a complicated situation, but it's been about five months since I got refused a smart meter and told I need more space for one and I still haven't been able to get an electrician to even look at it so… *sighs*

I am expecting the worst. Thankfully I'm not dependent on storage heaters for heat and logically everything else should work although I appreciate the warning.

I see. Please post photos of your current setup and I’ll ask ​@Lukepeniket_OVO to analyse them. He might have a solution yet!

Here's the setup. I've posted on this forum before, so more details are here

That said, the end result of that was still waiting for a private electrician to have a look at it before I can proceed. I'd be delighted if Ovo could just install a smart meter as is.

So my uncle and I both waiting for the engineer to arrive to change meter. he called my Uncle and said will not be coming today as needs a 3 phase engineer. We are getting quite fed up with this now. I am away to phone OVO again. This is the third time I have made arrangements to be there for the appointment to support my elderly uncle. No progress. 

I have went out of my way to supply OVO with all the required information. 

I tried to email them the email from SSEN about it being a looped supply - and preciously got OVO to add my email to my uncle’s account - he has no email - but the email got bounced back as it said email was not associated with the account. Very frustrated. 

Hey ​@thelearner, 

I understand your frustration with the cancellation. If the appointment was cancelled with less than 1 working day's notice, you might be eligible for a £40 credit. Take a look at our Guaranteed Standards of Performance for more information.

When you speak with our Support Team as them to verify the email address that’s attached to the account as you’ve had an email returned. I hope you get things sorted soon!

​@Chris_OVO ​@Bradley_OVO ​@Lukepeniket_OVO 

a look back in this thread explains that ​@thelearner has been able to establish that this is not a three phase supply via photographs provided and the local DNO confirmation.

Can someone hand hold this through to completion as I can see it becoming a continuing problem otherwise.

It’s really sad to hear of this sort of bungle. A couple of comments:

1. Is your elderly relative on the Priority Services Register? He ought to be, and this might help when trying to communicate with OVO Support (calls from customers on the PSR should automatically be diverted, quickly, to an agent specially trained to help the more vulnerable customer). 
     
2. Since you are helping him, you should make sure that you’re named on his account and that the email registered is yours. This may involve a phone call, because Uncle will have to give his oral consent for the arrangement (don’t ask why!).
     
3. I’d then suggest that communication thereafter all take place via webchat rather than phone. You can get a transcript of the whole conversation - so no more ‘he said she said’ disputes - and you also have the ability to upload images like the ones that failed to make it via email. 

Hey ​@BPLightlog, 

The member has been provided with the contact options and the options for compensation as per our GSoP process. As we don't have account access through the Forum, we are unable to provide support for this issue here. The Support Team will be able to work with them to get this resolved if they contact them.

I know this isn’t going to offer any help on the current situation but we need to be clear on what’s within our scope to support with. Account issues aren’t sadly which is why we signpost to the correct team. 

Any questions reach out to me 😊

I’m not convinced in this case 

🤦🏼‍♂️ while I understand the limitations of the forum, I think this needs some additional attention