Energy meter update as customers say they can’t get appointments to replace them before switch off

FRUSTRATED energy customers claim they can’t secure appointments to replace outdated electricity meters which stop working from next month.

The meters, powered by the Radio Teleswitch Service (RTS), are set to become obsolete as the system is switched off in phases from June 30.

AlamyCustomers are blasting energy firms for failing to provide appointments to replace their outdated meters before June 30.[/caption]

Households still relying on these old devices are being urged to upgrade to smart meters to avoid losing power or being stuck paying extortionate rates.

The RTS system, which broadcasts a signal alongside BBC Radio 4’s long-wave channel, currently controls the switching of electricity rates at different times of the day.

Some meters even use it to automatically manage heating and hot water systems.

But as the RTS signal is scrapped, these meters will no longer function properly, leaving families in limbo.

This means that starting from June, these meters could be left jammed on peak time electricity rates depending on when the RTS signal dies.

The official shutdown of RTS is set to begin on June 30, but Ofgem told The Sun that the switch-off will happen in phases, meaning some meters might keep working until September, according to insiders.

Despite the looming deadline, countless customers are blasting energy firms for failing to provide appointments to replace their outdated meters before June 30.

A ScottishPower customer highlighted the difficulty in arranging a meter change for a late mother’s property.

She said on X (formerly Twitter): “I need you to change the RTS meter in my late mother’s property prior to selling it.

“This is not proving easy and I have been fobbed off on several occasions. Meanwhile the deadline is near…”

Another ScottishPower customer reported being offered a smart meter appointment in August, raising concerns about a month without power.

She said: “Are you for real? I’ve just managed to make my appointment for a smart meter and it’s not until the August 4?

“Do I actually have to spend over a month without power? Absolutely pathetic.”

Similar issues are being reported with other energy providers. 

One EDF Energy customer said: “Getting very frustrated, we’ve been trying to get an appointment for a smart meter to be installed for my elderly mother.

“Keep being told there is no availability to do this, what happens come June 30 and there is still no availability, will you switch off her heating and hot water?”

Another EDF customer claimed the company refused to offer an appointment to change their RTS meter, potentially leaving them without electricity after June.

Meanwhile, OVO Energy customers are also experiencing difficulties, with one reporting a three-month wait for an appointment that was ultimately cancelled just 15 minutes beforehand.

She said: “Three month wait to get an appointment for change out of RTS meter.

“Time booked in, burnt the entire day being available and cancelled 15 minutes before.”

Falkirk Councillor Clair Mackie-Brown, who has been pushing for her constituents to get their outdated meters replaced quickly, has criticised Ofgem for poor communication, saying it has caused “panic” among ScottishPower customers due to confusing messages.

She told The Sun that hundreds of customers have contacted her, saying they’ve been given appointments after the June 30 deadline.

They’re being reassured that “everything will be fine,” even though Ofgem has warned otherwise.

Councillor Mackie-Brown called the situation a “disgrace,” highlighting that 136,000 RTS meters are still in use across Scotland, many of which provide power to fuel poor households in areas like Falkirk.

Ofgem has reiterated that the switch off will still take place from June 30.

However, the regulator told The Sun that the first phase of the shutdown will target areas or meter groups where enough meters have already been replaced.

This is to ensure that areas with a high number of still-active RTS meters won’t be affected right away.

Despite this it has still not confirmed which regions will be switched off first.

A spokesperson added: “The RTS upgrade programme is an urgent consumer welfare issue and Ofgem is determined to explore every avenue to ensure that customers are protected when this ageing 40-year-old technology is phased out.

“Ofgem has also demanded action plans from every supplier, which we are scrutinising on an ongoing basis to ensure that robust contingencies are in place to protect any customers who remain on RTS meters after the phased switch-off process begins.”

Scottish Power told The Sun that it is committed to provide every affected customer with an appointment as soon as possible.

A spokesperson said: “We continue to encourage the remaining 20% of our RTS customers to let us schedule appointments to ensure no loss of service and we strongly encourage them to book an appointment as soon as they receive an offer to avoid any inconvenience as delaying may result in limited availability or longer wait times.

“We would like to reassure all our customers that we are committed to providing them with an appointment to switch over their RTS meter and that whilst the switch off begins from June 30 it will be done in phases out to the end of September.”

EDF and Ovo were contacted for comment.

What’s the alternative to RTS?

Smart meters offer the same features as RTS in that they can record the different prices at different times of day offered by Economy 7 tariffs.

They work using a digital signal and can also show your energy usage in real time, something many users find useful for reducing it and saving money.

Smart meters are being rolled out by suppliers across the country and around 36million households have one, though they are not without issues.

Around one in ten are thought to be “dumb” according to recent data from Ofgem.

Issues include a broken display and trouble connecting to the network in some areas, while many first-generation smart meters have outdated technology, though this is unlikely to be an issue with ones fitted now.

Suppliers should make efforts to fix smart meters that are not working, but you may have to make meter readings in the meantime to ensure accurate bills.

Monitors—the part of the smart meter that shows readings and usage—less than 12 months old should be replaced or fixed for free.

You can ask your supplier for a traditional meter instead, but as smart meters are replacing them, they are not obligated to give you one.

Can I keep my RTS tariff?

Suppliers have been told by Ofgem that they must take reasonable steps to ensure they are on a like-for-like tariff after moving to a smart meter.

In some cases where this isn’t possible, they must work with the customer to agree an appropriate tariff.

There may be more smart meter-only tariffs available to some customers that could save them money.

If you haven’t been contacted by your supplier already, you don’t need to wait for a letter asking you to switch, you can contact them directly.