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Walphelps
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January 4, 2024
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New Home with THTC - how can I get support dealing with changing the meter and tariff?

  • January 4, 2024
  • 22 replies
  • 1772 views

We have just bought a new home in the Highlands and it has THTC supplied by OVO ( previously SSE I believe). For some reason that I don't  fully understand it has 3 meters. One standard and two for the THTC.

When I contacted OVO to set up my account they were adamant that there was only the standard meter and could only offer me a standard tariff with one rate. So no benefit for the storage heating etc wired up to the THTC.

When I signed in to my account it is showing 2 meters the standard and one of the THTC one but all still on the same tariff.

I checked with the previous owner and he supplied OVO with 3 meter readings when he left. He also said that OVO were due to change the meters but had failed to make an appointment.

My questions are

1. How do I get OVO to acknowledge there is a third meter here?

2. Shouldn't OVO be offering a tariff for the HTHC set up.

3. Can I switch to another supplier with the current set up to get a suitable tariff?

4 How do I progress the meter changes and will this allow me access to other tariffs and suppliers?

Thanks for any help

Best answer by Emmanuelle_OVO

Updated on 11/07/25 by Chris_OVO:

 

Update on RTS shutdown:

 

As part of the RTS Project development, we are really happy to share with you our progress:

 

As you may be aware, the RTS signal that instructs some of our meters when to move to the “Off Peak Period”  will be closing down soon and we need to arrange for all of our RTS customers to have a meter exchange so they don’t lose any of their meter functionality.

 

The RTS signal will end for our customers on 30 June 2025. The period between 1 July - 30 September 2025 will then be used to close-down the RTS signal and allow us to manage any unexpected customers impacted.

 

After a very successful pilot, from the 17th June 2024 we will begin writing to our Economy 10 RTS customers to invite them to call us to arrange for their meter exchange. 

 

We are continuing to work at pace to enable the same solution for the majority of our other RTS customers and our aim is to begin writing to these customers in Aug 2024. 

 

We will continue to update you on our progress.

Hey @Walphelps,

 

I’m afraid this is one for the Support Team, I can provide some advice though.

 

How do I get OVO to acknowledge there is a third meter here?

 

It may be that there are two separate accounts, if you provide each of the meter serial numbers they should be able to identify the supplies and ensure they are all on the same account. 

 

OVO is working on a solution for replacing THTC meters but this is not in place yet, the support team will let you know if they can offer a meter exchange at this point. 

 

This similar topics may have some helpful advice: 

 

 

Hi @Walphelps ,

OVO is basically the only THTC capable supplier so switching away is basically impossible - I’d recommend against doing so anyway as most suppliers won’t touch your setup. Bear with me and I’ll ask the Forum Moderators to stop by.

22 replies

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Rank 6
Infiltrator
Rank 6
February 14, 2024

I had a follow up call from someone in the customer support team who had much more knowledge of the THTC position and a much better telephone manner.

But no further ahead really, ultimately I can only replace my 3 meters (2 mpans) with a single when OVO are rolling out new smart meters in my area. I can have the house wiring mods done when I'm ready and route the whole properties supply via one of the existing meters but that still doesn't allow me to choose a more suitable supplier as I still have 3 meters and very few suppliers will entertain that.

 

I'm going to have a chat with Ofgem and see where that takes me as at the moment I'm effectively locked into OVO and their timescale!

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    July 26, 2024

    We have a new update available regarding Complex Meters such as THTC.

    Please check it out via the thread below.

    Thanks for your understanding.

    The OVO Forum Volunteers

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd