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
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Issues getting a replacement THTC Meter in Scottish Highlands
Best answer by Firedog
Updated on 22/11/24 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.
Chris_OVO wrote:
One of our other volunteers
I hope this helps 😊
Hey
Thanks for coming back and confirming for us. I know there’s currently a campaign to raise awareness of THTC/RTS replacements. I know once the solution is ready to communicate we have a list of those who have existing failed installations. I believe the plan is to outbound call and follow up with an email but if I hear anymore i’ll let you know!
As an update to my earlier questions, I have not yet received any response from the Engineers at OVO subsequent to my failed installation in December 2024. I look forward to further communications by email as advised by Chris OVO. It is a shame that there will be no update communication before the solution is ready, as that leaves us still waiting with uncertainty.
My complaint is now at the ombudsman stage. Via the ombudsman portal, I have just been advised this week that a remote contactor may be the advised solution but that is still in the test phase and no assurances can be provided about timescale. Timescale may be impacted by feasibility of the solution and availability of resource to implement. Whilst I have no understanding of what that new engineering solution means, it appears different to the previous advice that it may be a ‘dumb mode’ smart meter or heritage meter solution to be installed.
The following issues are still unresolved:
Failure to communicate effectively nor have an effective process for managing RTS switch customers
Lack of transparent public information about progress of the switch over
Failure to plan and lack of clarity of roles/decision making on switch off date/communication
No assurances vulnerable customers will not have failed heating systems or additional cost
Vulnerable customers still being threatened with loss of heating and hot water systems in June.
+1- Plan Zero Hero
- 7929 replies
Just a reminder: The final RTS Shutdown is September 2025, not June 2025. That gives a few extra months of leeway for edge cases like yours.
OVO’s hands are kinda tied by the industry here - this an industry issue, not an OVO exclusive one. There’s not much more that I can say about that which I haven’t already mentioned somewhere on the Forum.
I’m afraid I can’t comment again for the next week or so as I’m on holiday from now until the end of the month.
+1- Plan Zero Hero
- 7929 replies
These are just my personal thoughts as a Forum Volunteer on the OVO Forum. Please do not treat them as a response from OVO because they are absolutely not intended to be official at all.
Failure to communicate effectively nor have an effective process for managing RTS switch customers
This has been a looooooooooooooong project for which tons of communications have been going out via various channels - even door knocking in some cases. We’ve also had a LOT of Forum discussions and content created specifically about RTS stuff as far back as 2020 - I wrote some of it myself - so even if it’s not been visible, OVO has been working like mad on it
Lack of transparent public information about progress of the switch over
Simply look around the OVO Forum - tons of info has been posted just on the Forum alone. Alas, there’s no point posting public updates just for the sake of posting one. It’s more useful to post when something actually worth shouting about is ready to go.
Failure to plan and lack of clarity of roles/decision making on switch off date/communication
Timing/roles/decisions: Out-Of-Scope. That is an industry decision, not an OVO decision. Communication: Partially In-Scope, but only for alerting OVO customers and arranging meter/tariff upgrades
No assurances vulnerable customers will not have failed heating systems or additional cost
There are failsafe mechanisms in place which may mitigate the impact - but OVO didn’t design them so OVO has no way of knowing how well they’ll work. This is 40+ year old tech from so long ago that basically everyone who designed and built it has retired!
Vulnerable customers still being threatened with loss of heating and hot water systems in June.
The deadline is September - if you are able to migrate, you should do so NOW even if you don’t want to, so that OVO can focus on those who are vulnerable or more complicated as we get closer to September. The messaging has to be strong though, otherwise a lot of folks will just ignore it.
The problem there is that it’s a Catch-22. If OVO gets lazy and just stops trying to engage, inevitably someone is going to try and blame OVO for not telling them about the RTS Shutdown when their home turns into an ice cube as a result of their own inaction. By pulling out all the stops, OVO does at least have the ability to argue that reasonable efforts were made to contact everyone affected.
CazS wrote:
As an update to my earlier questions, I have not yet received any response from the Engineers at OVO subsequent to my failed installation in December 2024. I look forward to further communications by email as advised by Chris OVO. It is a shame that there will be no update communication before the solution is ready, as that leaves us still waiting with uncertainty.
My complaint is now at the ombudsman stage. Via the ombudsman portal, I have just been advised this week that a remote contactor may be the advised solution but that is still in the test phase and no assurances can be provided about timescale. Timescale may be impacted by feasibility of the solution and availability of resource to implement. Whilst I have no understanding of what that new engineering solution means, it appears different to the previous advice that it may be a ‘dumb mode’ smart meter or heritage meter solution to be installed.
The following issues are still unresolved:
Failure to communicate effectively nor have an effective process for managing RTS switch customers
Lack of transparent public information about progress of the switch over
Failure to plan and lack of clarity of roles/decision making on switch off date/communication
No assurances vulnerable customers will not have failed heating systems or additional cost
Vulnerable customers still being threatened with loss of heating and hot water systems in June.
Just to make you aware, there's many, many customers in a similar position to yourself. For example, in Shetland there's a reported 5,000 RTS installs and the feedback from customer installs is that the connection rate is very poor. OVO, following a request from local CAB, held a drop in session in Shetland last week with tech experts, accounts experts and customer support. The session was attended by 300+ customers and I suspect many of the points you've raised were probably also raised at this session. I'm hoping it'll maybe result in some positive outcomes.
- Plan Zero Hero
- 1999 replies
CazS wrote:
I have not yet received any response from the Engineers at OVO subsequent to my failed installation in December 2024.
Looking again at your helpful photos, it seems that the RTS is not in the same place as the meters it’s controlling. This may be the problem that caused the first installation effort to be aborted. A meter engineer is not equipped to replace all the wiring needed to connect the new meter to the consumer unit (the white fuse box above the RTS) when they’re in different places, so that’s what the OVO infrastructure team will be seeking a solution for.
I don’t remember any mention of there being a problem with communication with the smart meter network (the WAN) in your case, so it may not be a question of installing a different sort of meter. When were you given “the previous advice that it may be a ‘dumb mode’ smart meter or heritage meter solution to be installed”? I hope you’re not comparing your own situation to those of other customers - every installation is unique, so the advice given to one will not necessarily apply to anyone else.
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