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Important update: RTS signal switch-off

The Radio Teleswitch (RTS) signal, which controls some customers’ meters, is being permanently switched off.

The switch-off began in June 2025. Ofgem has confirmed that all postcodes will be affected by mid-2026, extending the original October 2025 deadline. We receive only limited notice of the exact switch-off dates for each area, and there will be a pause in the programme during the winter months.

What this means for customers
Once the RTS signal is withdrawn in a customer’s postcode, their heating or hot water may stop working if the meter has not been replaced.

Since March, we have been contacting customers weekly by email, letter, or SMS to encourage them to arrange a replacement. After Ofgem’s announcement in June, we refreshed our messaging and paused communications, but reminders will now resume.

Going forward, customers will receive:

Regular reminders – several communications each month urging them to replace their RTS meter.
Switch-off notices – targeted updates once we receive postcode switch-off dates from Ofgem, giving customers specific advance warning.

To avoid disruption and ensure billing remains accurate, customers must arrange for their RTS meter to be replaced by contacting the metering partner listed in our communications. Please ensure the engineer has clear access to the meter on the day of the appointment.

How you can support
If your customers lose heating or hot water, please advise them to arrange a replacement as quickly as possible by contacting the metering partner named in our correspondence.

If you manage energy accounts on behalf of customers and receive our communications directly, please make them aware of the RTS switch-off and help them book their meter exchange.

How to identify an RTS meter
Look for a separate switch box near the electricity meter, often labelled “Radio Teleswitch” or “Radio Telemeter.”

If there’s any uncertainty, customers can email a photo of their meter to mail@utilityhelpline.co.uk and we will confirm. We may also reach out to you for photos of specific customers’ meters where required.

Why the change is happening
The RTS service is being withdrawn across the UK by all energy suppliers, as the underlying infrastructure has reached the end of its operational life.