RTS Customers Should Contact Energy Suppliers

UK Households Face Energy Crisis as Obsolete Meters Go Dark

Hundreds of thousands of homes across Great Britain are at risk of losing their access to warmth and hot water supplies as the deadline to replace an obsolete type of electricity meter fast approaches. A system from the 1980s known as the Radio Teleswitch Service, or RTS, is being deactivated, leaving potentially more than 300,000 households in a precarious position. Energy companies are now in a race against time to replace these legacy devices with modern smart meters before the service ends.

The RTS system uses a long-wave radio signal to alternate meters between standard and cheaper electricity tariffs. This technology has been vital for customers on specific tariffs, such as Economy 7 or Economy 10, allowing them to heat their homes and water at a lower cost overnight. However, the infrastructure is now at the conclusion of its functional lifespan and can no longer be maintained, prompting the shutdown. The deactivation process is scheduled to begin on a regional, phased basis from the last day of June 2025.

The consequences of not replacing these meters are severe. Customers could discover their home warmth and heated water systems are either permanently on or completely off. They might also face inaccurate billing and significantly higher energy costs, as their meters will no longer be able to distinguish between standard and reduced-rate energy consumption. This looming crisis has put energy suppliers under immense pressure to accelerate their replacement programmes and has raised serious concerns among consumer advocacy groups.

The Scale of the Challenge

The number of households who still have RTS devices is substantial. As of May 2025, there were just over 365,000 of these units still active in Great Britain. This figure highlights a significant logistical challenge for energy suppliers who are tasked with replacing every single one. The initial deadline for the switch-off was extended from March 2024 to June 2025 to give companies more time, yet the pace of replacements remains a critical concern.

Campaign groups, such as the End Fuel Poverty Coalition, have voiced strong concerns that a large number of residences may be left with non-functional meters after the deadline. The situation is particularly acute in Scotland, which accounts for approximately a third of all remaining RTS meters. In early 2025, there were still around 135,000 RTS meters in Scotland needing an upgrade. The replacement rate would need a twelve-fold increase to meet the deadline in that region alone.

This slow progress has prompted calls for urgent action from both government and the industry regulator, Ofgem. The government has stated that the industry must work urgently to increase the pace of replacements. Meanwhile, Ofgem is scrutinising detailed strategies from all energy providers to ensure robust contingency measures exist to safeguard consumers.

Navigating the Replacement Maze: Customer Experiences

For many customers, the process of getting their RTS meter replaced has been fraught with frustration and confusion. A resident of West Sussex, identified only as TK, faces the possibility of his power being cut off in late June. Despite repeated attempts since December to book a replacement with his supplier, EDF, he has been met with a constant lack of available appointments. On two separate instances where he successfully arranged a visit, the energy company either rescinded the appointment or an engineer never appeared at his home.

Similarly, a different energy user in Glasgow named SHA has been in a constant struggle for the last year and a half to have his RTS meter, which is responsible for his electric appliances for warmth and hot water, replaced by ScottishPower. The company offered him a booking for a day that does not appear on the calendar, and subsequently proposed a time that was in the preceding year. In another instance, an installation was scheduled for a date a full 30 days following the system deactivation.

In response to these issues, suppliers have offered assurances. Following an inquiry, EDF has since provided TK with a confirmed appointment and has also pledged to give him the obligatory financial reimbursement for the earlier cancellations. The company also states that customers unable to find an immediate appointment will be placed on a priority roster. ScottishPower reports that eighty percent of its affected clients have either completed or scheduled their meter exchange and that it has multiplied its weekly fitting capacity fourfold.

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The Technology Behind the Switch

The system, officially called the Radio Teleswitch Service and sometimes the Dynamic Teleswitch Service (DTS), has been a workhorse of the British energy system since the 1980s. It operates using a long-wave radio signal, transmitted via the same infrastructure as BBC Radio 4, to communicate with compatible meters. This signal allows the meter to alternate between various pricing tiers, a key feature for tariffs like Economy 7 and Economy 10, which offer cheaper electricity during off-peak hours, typically overnight.

This system primarily assists homes that depend on electricity for warmth and for heating water, such as those with storage heaters or immersion heaters. By charging these systems during the cheaper off-peak period, consumers could significantly reduce their energy bills. This method, however, is now outdated. The equipment that generates and transmits the radio signal is ageing and can no longer be adequately maintained, as spare parts are no longer manufactured.

The only viable technical replacement for an RTS meter is a smart meter. Modern smart meters can be programmed to offer a similar service, including multi-rate tariffs, while also providing a host of additional benefits. These include automatic meter readings, more accurate billing, and the ability for consumers to monitor their energy usage in near real-time.

Smart Meters: A Troubled Rollout

The transition to smart meters is a cornerstone of the UK's strategy to create a more flexible and efficient energy grid. However, the national rollout programme has been beset by delays and complications since its inception. Originally scheduled for completion by 2019, the deadline has been pushed back multiple times to 2025. Even with the extended timeline, the government's target to have a smart meter in 74.5% of homes by the conclusion of 2025 is proving challenging.

Public confidence has been shaken by reports of faulty devices and billing errors. As of December 2023, almost three million smart meters in Britain were not working correctly, operating in "dumb mode" where they no longer communicate with the supplier. This can lead to customers receiving inaccurate, estimated bills, sometimes resulting in significant overcharging or unexpected debt.

The smart meter rollout has also faced criticism for its rising costs, projected to be around £13.9 billion. Furthermore, there are concerns that millions of first-generation smart meters will become obsolete when 2G and 3G mobile networks are switched off in 2033. These ongoing issues with the broader smart meter programme create a challenging backdrop for the urgent replacement of RTS meters.

The Role of Suppliers and the Regulator

Energy suppliers are at the forefront of the RTS replacement effort and are legally obligated to ensure their customers have a suitable meter installed without service disruption. They have been tasked with contacting all affected customers to arrange a free upgrade to a smart meter. To accelerate the process, some suppliers, like ScottishPower in Glasgow, are spearheading projects that include mass mailings and door-knocking campaigns to reach customers directly.

Ofgem, the energy regulator, has established an RTS Taskforce, bringing together suppliers, network operators, and consumer groups to coordinate the shutdown and support consumers. The regulator has demanded comprehensive strategies from every provider and is monitoring their progress closely. Ofgem has also made it clear that it expects suppliers to offer customers similar tariffs to what they had with their RTS meters, so they do not face higher bills as a direct result of the switch.

Recognising the risk of disruption, Ofgem has announced its intention to introduce specific licence conditions for suppliers to safeguard customers from being cut off from warmth and heated water or facing higher bills. This indicates a tougher regulatory stance to verify that providers fulfill their responsibilities. Despite these measures, the sheer number of remaining RTS meters and the logistical complexities of replacing them mean the risk to consumers remains high.

Identifying an RTS Meter

Many customers may be unaware that they have an RTS meter. There are several tell-tale signs to look for. The most obvious is a separate black or grey box near the electricity meter, often labelled "Radio Teleswitch" or "Telemeter." However, not all RTS systems have this separate box.

Other indicators include being on a multi-rate tariff such as Economy 7 or Economy 10, which provides cheaper electricity at certain times of the day. Households that use electric storage heaters or have an electric immersion heater for hot water are also likely to have an RTS meter. Finally, living in a property with no connection to the gas grid, common in rural areas and high-rise flats, is another strong indicator. Customers who are unsure should contact their electricity supplier immediately to confirm their meter type.

Support for Vulnerable Customers

The RTS shutdown poses a particular threat to vulnerable individuals, including the elderly, people with disabilities, and those in fuel poverty, who may be disproportionately affected by a loss of heating or unexpected costs. Consumer groups and regulators have emphasised the need for suppliers to prioritise these customers.

Suppliers are expected to use their Priority Services Register (PSR) to identify and offer extra support to vulnerable customers during the transition. This can include proactive communication and ensuring appointments are convenient. Campaigners are urging people to check on elderly or vulnerable relatives and neighbours to ensure they are aware of the situation and have contacted their supplier.

Charities and consumer advice organisations are also playing a crucial role. Advice Direct Scotland and National Energy Action are providing guidance and support to concerned consumers. They are also calling for Ofgem and the UK government to provide clarity on the phased shutdown schedule and to confirm strong consumer safeguards are ready. The key message is that nobody should be left without access to home warmth or heated water as a result of this technological change.

What Happens if the Deadline is Missed?

Given the current pace of replacements, it is almost certain that a significant number of households will still have RTS meters when the transmission starts to be gradually discontinued. The service cessation will not occur all at once but will be implemented progressively across a ninety-day period, moving from one area to another, starting in late June 2025. This phased approach provides a small buffer, but the risk of disruption remains.

After the broadcast ceases in a particular area, an RTS meter may continue to operate on its last programmed cycle for a short time. However, any power interruption, such as a power cut, could cause the meter to default to a continuous "on" or "off" state. This could lead to a household being left without heating or, conversely, facing soaring bills from a system that never turns off.

Ofgem has stated that if a supplier cannot fit a smart meter, for instance due to poor network coverage, they must still install a suitable alternative that ensures no disruption to the customer's service. This could involve installing a smart meter with its "smart" communication features disabled, pre-programmed to switch between rates at set times.

Looking Ahead: A Call for Urgent Action

The impending RTS shutdown is a critical test for the UK's energy industry. It highlights the challenges of transitioning from legacy infrastructure to a modern, smart grid. While the long-term benefits of smart meters are clear, the immediate priority must be to protect the hundreds of thousands of households at risk of being left in the cold.

A concerted effort is required from all stakeholders. Energy suppliers must urgently ramp up their installation rates, improve their customer communication, and prioritise the most vulnerable. The government and Ofgem need to maintain pressure on suppliers, provide clear information to the public, and confirm that solid backup strategies are not merely prepared but are also put into action.

For consumers, the message is simple: do not wait. Anyone who suspects they might have an RTS meter should contact their energy supplier without delay to arrange a free replacement. Checking on family, friends, and neighbours, particularly those who may be vulnerable, could make a crucial difference. The clock is ticking, and concerted action is needed now to avert a widespread energy crisis in homes across Britain.