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THTC isn't clocking usage, can I get a meter replacement or repair?

  • November 13, 2023
  • 3 replies
  • 366 views
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New Member*

I have THTC two meters one for normal and one for THTC . All the timing functions of the THTC meter are operating correctly but the meter is not clocking up the usage . Contacted OVO customer services a few times basically Smart meter THTC not available till first Quarter 2024 and SMS highland Div unable to carry out repairs or replace the meter at present. You views would be appreciated thanks.
 

Best answer by Emmanuelle_OVO

Updated on 27/05/25 by Emmanuelle_OVO:
 

We’ll soon be ending our support for some of our meters.
 

If you have a meter that’s affected, we’ll be in touch to arrange a meter and tariff upgrade to keep your heating and hot water working.

Or contact us now to arrange your upgrade.


Total Heating with Total Control

If your home is all-electric and you live in the north of Scotland, you could be on Total Heating with Total Control (THTC). It works best with electric storage heaters rather than gas, oil or wet electric heating.

With THTC you get two meters. One is for off-peak energy you use and the other records all your normal usage like lights, kitchen appliances and sockets. Just so you know, energy used on the normal meter costs more than our standard rate.
 

What are the times for THTC?

The specific times for the off-peak rate depends on the weather forecast for your area, but you'll get between 5 and 12 hours each day. THTC works by storing up heat in your storage heaters and hot water tank during the off-peak times.
 

Other electric heaters and heated appliances can also be used on the cheaper rate. The off-peak rate is available 24 hours a day for panel heaters, focal point fires, bathroom heaters, towel rails, the hot water boost and even electric showers. You'll need to get an electrician to make sure all those appliances are connected to your cheaper-rate meter if you're not sure.

Hey @Wheatly,

 

Got advice confirmed by one of our experts:

 

If they mean the heating meter of THTC- (always worth checking first the customer still actually has things like storage heaters and it's not just that there's nothing running from that meter anymore.)

 

We don't have stock of THTC meters, so unfortunately, there isn’t anything we can do until we can swap it out to smart domestic economy or E10.

 

Check out more on these helpful topics:

3 replies

Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • Answer
  • November 15, 2023

Updated on 27/05/25 by Emmanuelle_OVO:
 

We’ll soon be ending our support for some of our meters.
 

If you have a meter that’s affected, we’ll be in touch to arrange a meter and tariff upgrade to keep your heating and hot water working.

Or contact us now to arrange your upgrade.


Total Heating with Total Control

If your home is all-electric and you live in the north of Scotland, you could be on Total Heating with Total Control (THTC). It works best with electric storage heaters rather than gas, oil or wet electric heating.

With THTC you get two meters. One is for off-peak energy you use and the other records all your normal usage like lights, kitchen appliances and sockets. Just so you know, energy used on the normal meter costs more than our standard rate.
 

What are the times for THTC?

The specific times for the off-peak rate depends on the weather forecast for your area, but you'll get between 5 and 12 hours each day. THTC works by storing up heat in your storage heaters and hot water tank during the off-peak times.
 

Other electric heaters and heated appliances can also be used on the cheaper rate. The off-peak rate is available 24 hours a day for panel heaters, focal point fires, bathroom heaters, towel rails, the hot water boost and even electric showers. You'll need to get an electrician to make sure all those appliances are connected to your cheaper-rate meter if you're not sure.

Hey @Wheatly,

 

Got advice confirmed by one of our experts:

 

If they mean the heating meter of THTC- (always worth checking first the customer still actually has things like storage heaters and it's not just that there's nothing running from that meter anymore.)

 

We don't have stock of THTC meters, so unfortunately, there isn’t anything we can do until we can swap it out to smart domestic economy or E10.

 

Check out more on these helpful topics:

Renewable Energy? Big Fan.
Abby_OVO
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New Member*
  • Shona
  • New Member*
  • December 18, 2023

I too am having the same issue with my thtc meter -it’s gone blank. I have been in touch with ovo and had a very unhelpful response I was told there was nothing could be done until I got a smart meter. When I queried this ( previously been told by SSE that this wasn’t an option) was completely dismissed and told I will get a smart meter but no timescale given 

my main concern is the fact that I cannot provide meter readings and from the research I have done my usage will be based on EAC -so basically ovo can charge me what they want and there is no recourse to this. This is not a short term issue but one that they are hopeful of a solution to in the future. We are in effect trapped as we can’t move to different suppliers as we are unable to provide accurate usage 

I always found SSE customer service excellent-OVO on the other hand had been dreadful 

it’s not good enough to say we are working on it when we as customers are potentially going to have to pay over the odds for electricity that we can’t with any certainty say we have or haven’t used. ( just read some of the threads on EAC)

Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • December 19, 2023

Hey @Shona,

 

Sorry for the issues you’re having, it sounds very frustrating.

 

I double checked with one of our experts to see if there is any new advice one this:

 

Unfortunately, we can't currently exchange the meter as there is no stock of THTC meters and we wouldn't carry out a traditional install anyway. It is unfortunate but at the moment we can't offer any meter exchanges or smart meter exchanges until our internal billing system Kaluza have built more functionality into the platform to allow us to offer a smart meter exchange to E10 or domestic economy and the rough timeframe is the first half of next year. 

 

We’ll update the Forum topic when advice changes. In the meantime you’ll be billed based on your estimated annual consumption which is based on your previous usage history.

 

 

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