Update on plans for the RTS phase out  

The Radio Teleswitch Service (RTS)¹ signal will begin to be phased out from 30 June.  

The RTS infrastructure is over 40 years old and at the end of its operational life. Many of the components required are no longer manufactured, therefore there is a need to replace all RTS meters as soon as possible to avoid a risk of failure. 

Industry, Government (DESNZ) and the regulator, Ofgem, have now agreed the first stage of a carefully managed phase out, with the signal initially being switched off for small groups of meters at a time. 

This gradual approach will enable suppliers to contact affected customers in advance as well as check that the process runs smoothly before continuing further. 

Because the signal will be switched off in phases, if a customer already has an appointment which is post 30 June or is offered one, they shouldn’t worry. All affected customers will be contacted prior to their meter being switched off.  

The best way to avoid disruption remains to book a meter replacement as soon as possible. Customers are advised not to leave it too late, as there is increased demand for appointments.   

There are now technical solutions for every home, so if a customer has previously been told a replacement is not possible, they should still get in touch as a matter of urgency. 

Ned Hammond, Deputy Director (Customers), Energy UK said: 

“The RTS technology is over 40 years old and has reached the end of its life, which is why suppliers have been pulling out all the stops to replace the remaining RTS meters over recent months – coordinating resources, mobilising installers and ensuring technical solutions are available for every home. 

“This includes direct contact to customers through multiple channels, in addition to extensive outreach and advertising campaigns in partnership with local authorities, consumer groups and Ofgem.    

“As a result of these efforts, installation rates have increased to around 1,800 a day from 1,000 a month.  

“However, this momentum needs to continue and we urge customers to engage with their supplier to book an appointment prior to their meter being phased out.” 

ENDS 

1. The Radio Teleswitch Service (RTS) uses a radio signal to tell some older electricity meters when to switch between peak and off-peak rates. RTS is used for some traditional multi-rate meters and was designed to support those using electricity for heating and hot water, for example electric storage systems and panel or immersion heaters in water tanks, which may heat up overnight.   
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FAQ 

Why are you turning the signal off? 

• The RTS infrastructure operator strongly advised that the infrastructure was going to struggle to remain in place for much longer, and if it failed, it would not be possible to fix.  

• Industry agreed that the worst outcome for customers would be allowing the transmitters to fail with many customers still reliant on the RTS signal. That is why suppliers have pulled out all the stops to replace as many meters as possible, before safely turning the national signal off.

• It is vital customers book an appointment before their meter is phased out.  

Why can’t suppliers just carry on replacing meters gradually without phasing out the signal?  

• It is not possible for the RTS signal to continue indefinitely/forever. The infrastructure is 40 years old and at the end of its operational life. 

• Many of the components required are no longer manufactured and the equipment is so old there is an increasing risk of failure; if the transmitters stop working on their own, they can’t be repaired. 

• So the signal will need to be phased out and therefore there is a need to replace all the meters as soon as possible to minimise customer impact. 

• Suppliers have been pulling out all the stops to accelerate meter replacements, including contacting customers multiple times, coordinating resources, mobilising enough installers and ensuring technical solutions are available in every home.   

What will happen to customers who still have RTS meters when the signal is phased out? 

• Customers who have already replaced their RTS meter will not experience any issues. Therefore we encourage people to book their appointment as soon as possible as this is the only way to guarantee heating and hot water will continue to work as normal. 

• For customers still with an RTS meter, the impact of the phase out will vary depending on different factors.  

• There is a chance that heating and hot water will be affected, either immediately or at a later time, which is why industry, government and the regulator are urging anyone with an RTS meter still left to book an appointment as soon as possible. 

• Any customer noticing an impact on their heating or hot water should contact their supplier as soon as they notice, to understand whether this might relate to the phase out of the RTS signal. 

• Teams of engineers will be on hand locally to respond to any customers reporting issues after their meter has had the changes applied to it. Customers are advised to report any issues as soon as possible 

How will vulnerable customers be supported? 

• Vulnerable customers, including those on the Priority Services Register, will be prioritised as well as infrastructure such as schools, care homes, sheltered housing and community centres. 

• Customers with specific needs are encouraged to share these with their supplier when booking appointments so that they can be taken into account. 

• More generally, any customers with additional needs can register for the Priority Services Register – more information and individual supplier contact information is here https://www.energy-uk.org.uk/customers/vulnerable-customers/ 

How will customers know when their meter will be phased out / when will my meter stop receiving a signal? 

• All customers or bill payers will be contacted directly by their supplier 

• There will also be an engagement process which will provide information to stakeholder partners, including local authorities, MPs and housing associations.  

• This will include letting them know that phase out activity is due to take place in their area, and the potential scale of impact. 

How can the signal be gradually turned off? 

• Every RTS meter is grouped by a code which receives instructions from a central system.  

• These instructions are carried over the radio signal. 

• That allows for a carefully managed phase out of small groups of meters at a time from the central system, before the transmitters are eventually completely powered down (which would impact all remaining meters at once).