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sproutygreenbean
Rank 1
November 12, 2024
Solved

Issues getting a replacement THTC Meter in Scottish Highlands

  • November 12, 2024
  • 63 replies
  • 3162 views

Hi, we are in the Scottish Highlands and have been told we cannot currently have the THTC replaced by a smart meter due to signal issues, OVO currently have no alternative so we have been left with a fuzzy answer that they may have a solution in two months time. Any body else have any additional information, my communication with OVO has been through the online chat box, although with an actual person

Best answer by Firedog

Updated on 16/04/26 by Abby_OVO

 

Sadly, there are many properties in North Britain (only 0.5%, though) that the radio signal probably won’t reach. OVO will have checked whether yours is one of them against the information they get from the DCC, who are responsible for the network. It might be a false alarm, but the only way to find out definitively is to install a smart meter and see if it connects. That isn’t a cost-effective way of operating, I’m afraid.

 

If you get a reasonable mobile phone signal at home, there’s a possibility that you could get one of the very latest dual-mode devices which can use either long-range radio or a mobile signal. They’re still being tested, but a few are out there in the wild. I’d regard those two months as perhaps 100% elastic.

 

There are other possibilities, too, so you can be sure that OVO are doing whatever they can to have your THTC system removed and a smart meter installed by next June, when the RTS signal will be turned off. 

 

 

One of our other volunteers @Blastoise186 has also written a guide on the RTS/THTC changes that you might find helpful which i’ll link below

 

I hope this helps 😊

Other users on the Forum are in similar positions, some have been able to have success since their initial post so hopefully we’ll be able to get to you too. Check out their success post below:

 

63 replies

Show previous replies
Nukecad
Super User
NukecadSuper User
Super User
August 18, 2025

I see another possible issue there that may be preventing a smart meter being fitted. 

That second black cable from the supply that goes into the wall rather than a DNO fuse, where is it going to?

Could this be one of those cases where one (or 2) adjacent properties are on the different phases of a 3-phase supply?

 

I said, Hey - Watts going on.
    M
    Rank 1
    miss_foxtotum
    Rank 1
    September 11, 2025

    ​@miss_foxtotum I’ve been speaking to ​@Lukepeniket_OVO behind the scenes and he’s confirmed that we should go ahead with the appointment tomorrow. 

     

    Best case scenario - the installation is successful. Worst case is that the engineer will be able to accurately record everything that’s needed to be done second time round for a successful installation. To confirm, the appointment on thursday will not cost you anything, even if it turns out that a re-visit is required. We want to do everything we can to get solutions in place for all our RTS customers - if that means a re-visit is necessary then we will swallow that cost.

     

    I hope this helps!

    I got an apologetic phone call on the morning of the appointment to explain that our exchange had been wrongly booked as three-phase rather than remote RTS from meter.  Sigh.

    The engineer visited anyway, took photographs and said the solution was not available yet.  Sigh again.

    This morning I got a phone call from OVO about arranging a swap out.  When I asked if a solution for the remote RTS was available yet she said another team would call me back.  Sigh for the third time.

    So, ​@Ben_OVO and ​@Lukepeniket_OVO , is there a solution for our setup yet?

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    September 11, 2025

    So sorry to hear this ​@miss_foxtotum, that’s really frustrating. I’m chatting to Luke about this and we’ll let you know as soon as we have an update.

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    September 11, 2025

    Hi again ​@miss_foxtotum,

     

    Just to let you know, I’ve spoken to ​@Lukepeniket_OVO who’s confirmed that either he or one of his team will be contacting you to get you booked in for an appointment.

     

    Apologies again for the delays here - hopefully we can get this sorted for you once and for all.

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    L
    OVO Staff
    Lukepeniket_OVO
    OVO Engineer
    September 11, 2025

    To confirm we are having remote RTS stock issues but ill ring fence some for your exchange ​@miss_foxtotum 

    OVO Operations Excellence Manager and Former Field Operations Team Leader
      M
      Rank 1
      miss_foxtotum
      Rank 1
      September 11, 2025

      To confirm we are having remote RTS stock issues but ill ring fence some for your exchange ​@miss_foxtotum 

      I’ve now had a phone call from someone who seemed to be aware of the setup and has arranged an appointment with a ‘specific engineer’ in our area.  This was shortly after​ ​@Ben_OVO and @Lukepeniket_OVO posted to the thread, so I don’t know if the two are related.

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        September 12, 2025

        Morning ​@miss_foxtotum I’m glad to hear you’ve been booked in. Which date are you booked in for?

         

        I’m wondering whether ​@Lukepeniket_OVO could give confirmation that the call was from one of his team.

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        M
        Rank 1
        miss_foxtotum
        Rank 1
        September 13, 2025

        ​@Ben_OVO , the appointment is for 30th September.  Any reassurance will be welcomed!

        L
        OVO Staff
        Lukepeniket_OVO
        OVO Engineer
        September 15, 2025

        ​@miss_foxtotum Internally i have you added to my own tracker and have got stock set aside to ensure job goes ahead =]

        We are ploughing through our remote RTS customers so rest assured everything is aligned in the background =]

        OVO Operations Excellence Manager and Former Field Operations Team Leader
          W
          Newcomer
          WilliamT
          Newcomer
          June 2, 2026

          The Radio signal for smart meters does NOT work in our area in SCOTLAND so although we have a ‘smart’ meter it has never connected. Is it possible to change to a smart meter that uses the mobile network?
          If not then how can we get any of the smart meter advantages!

          Show more replies
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