Npower Limited, with a more than 20 year history and 3.6 million residential and business customers, has held a rightful spot as one of the ‘Big Six’ energy suppliers. Their focus on the generation and supply of energy makes for a secure choice for home and business alike.
Read on to find out what it is Npower can offer and what the common queries are, asked by their customers. As always, we’ve got you covered!
Please note that Npower has now been completely taken over by Eon. To find out more about your new provider, visit this page.
Npower at a glance
- Name Npower
- Customers 3.6 million
- % Renewable 30.7% renewable
- CEO Mike Lewis
- Founded 2016
- Headquarters Swindon, England
- Existing customers
- If you’re considering switching
Are you an existing customer?
If you are having your energy provided by Npower, this page is for yours to navigate. Find answers to queries around account login, getting in touch with Npower customer services and alternative contact methods, such as email and live chat.
Npower account login
It really is convenient and in your best interests to have an online account. Once set up, using an email address and password, everything necessary for your energy management is at your fingertips.
This means keeping an eye on usage, easy submission of meter readings and paying bills. Not to mention their handy Energy Tracker which makes things even more accessible.
All you need to activate your online account is your account number (which can be found on any recent letter or bill), email address and a memorable password.
Npower customers who have not yet created their online account, need only click the link below to start.
If you are an Npower customer and want to get right into your existing account. Here’s a link, just for you.
Npower login not working? We’re here to help.
In the majority of cases, failed login attempts on Npower accounts are down to incorrect details being entered. That may be the email address but is more often the wrong password being used. Fortunately this can be helped by resetting said info to get access back.
The reset is handled online by Npower. If you’re reading this and have that problem, give the link below a click to reset your Npower login details.
Q – What is the Npower Energy Tracker?
The Energy Tracker is a function that allows for a closer eye on how your energy is being used. You can:
- See how much energy is being used in kWh
- See how much you’ve used, converted to £’s
- Identify the effects of household changes, lifestyle and circumstances on energy consumption
- Compare across years to see if you’re using more or less energy
- Use forecasting tool
Topping up your prepayment meter
If you have a prepayment meter, it’s likely that you’re going to have some meter-specific questions. Here, you can find the answers to some of these questions.
Q – Where do I buy Credit?
When sent your electricity key or gas card, Npower provides a list of your nearest outlets that provide prepayment top-up service. You can also check these online:
To top up your credit, take your key or card to an outlet.
- The credit you buy will be added to your key or card
- You can put up to £49 on your card at a time, in whole pounds
- You can have up to £249 credit on your gas meter, and £255 credit on your electricity meter
Always make sure you use an Npower electricity key or gas card for Npower accounts only. Using another supplier’s prepayment items may not apply to your account or you could be charged the wrong rates. Also, make sure you only top up from authorised outlets and never from anyone visiting your home.
Transferring credit to your gas meter
To top up your gas meter, simply insert your prepayment card into the slot in the meter. Press the Red Button A to transfer your bought credit to your meter.
If your meter display says ‘OFF’, it means the safety valve has closed when your meter last ran out of credit. You only need to open the valve to get your gas back up and running.
To open the safety valve:
- Make sure you’ve switched all of your gas appliances off.
- Insert your card into the meter
- Press and hold the Red Button A
- Wait for the beep. To confirm the safety valve opening your meter display will change to ‘ON’. At this point your gas supply is restored and the credit will apply from your card.
Transferring credit to your electricity meter
- First, insert your payment key into your meter. The screen will display the amount of credit present on your key.
- After a short delay, this value will transfer onto your meter covering any debt and showing a standing balance.
- It is recommended that you insert the key for no less than 5 seconds to ensure the meter is credited.
Q – What if I can’t top up?
In cases where the meter could not be credited for whatever the reason, there is an emergency credit provision on all prepay meters.
It effectively allows you to ‘borrow’ money from the meter if your credit is running low. Npower’s standard emergency credit amount is £7.00 (£12.00 on Economy 7 meters) and can be activated once your balance falls below £1.
Because it is a facility to be used in emergency situations, you will have to pay back the difference to bring your balance back before applying more credit to your meter. This includes any standing charges that may have built up while using the emergency supply.
Activating Emergency Gas credit
Activating emergency credit for your gas supply is as easy as inserting your card into the meter and pressing the Red Button A. Your meter at this point should say “Emergency credit in use”.
Activating Emergency Electricity credit
To use emergency credit insert your key into your meter once the balance shown is below £1.00. The meter will respond by displaying an ‘E’ to show it has entered emergency credit
What your meter will display:
|What it displays||What it means|
|A or 1||How much you have left before your emergency credit runs out, eg. £4.50E – The ‘E’ stands for Emergency|
|B or 2||How much you need to credit your key before you get it back to normal, eg. £7.00|
I want a Smart Meter
Smart meters are the fresh and user friendly way to handle energy management at home, with meter readings being sent to your energy company so you don’t have to. One less thing to think about in regards to your home energy.
On top of that having a smart meter means you have your energy usage and how much you are spending on energy, on display, at a glance – courtesy of the handheld Smart Energy Display unit you’ll receive. This could open the scope for effectively budgeting your energy use for additional control over your household and how much you’re spending.
Some benefits of Smart Meters include:
- You’ll only pay for energy you’ve used, meaning no more estimated bills.*
- There is no additional cost for installation of your smart meter.
- Clarity in seeing where you could save money.
Automatic meter readings!
Did you know that with a smart meter you’ll never have to submit a meter reading again! 100% accurate bills, all the time. Give us a call to find out more about automatic meter readings.
In order to have a smart meter installed, customers must bear a few things in mind:
- You (or another adult) need to be home the whole time, even if your meter is outside.
- It can take up to two hours to complete your installation.
- For safety reasons, they may need to switch off your supply for about 30 minutes each. So please choose a date and time when you can be without power for this long.
Below, Npower customers can follow the link to Npower’s smart meter order platform. Just log in and upgrade.
Why is my Npower smart meter beeping?
If your smart meter is beeping, you might be worried about your energy supply. But relax, there’s almost certainly nothing to worry about – it’s a common occurrence.
The most likely reason your Npower smart meter is beeping is that you’ve reached or gone over the budget you set. While setting budgets is a great way to keep track of your energy usage and spending, it can be a pain when it beeps at you every day. Luckily, you can change the budget whenever you like through your in-home display, increasing or decreasing it to suit your needs (or just stop the beeping).
Alternatively, it could be that your in-home display is running low on battery. This is the easiest fix as all you have to do is plug it back into the wall and charge it up. Make sure it’s not too far from your meter while it’s charging or it could lose connection and start beeping again.
Are you considering switching to Npower?
Unfortunately, you can no longer switch to Npower since their merge with EON. However, here’s a bit of information about what new EON customers can expect.
With over 20 years’ experience in the market, Eon have, of course, had plenty of time to perfect their customer service and reputation, which they’ve done well. With high scores across the board, they seem to have secured a great place in the public’s mind.
Positive reviews tend to be about the ease of switching energy companies and booking an engineer. A lot of these are also praising engineers and their friendliness and helpfulness. With so many people using review boards to simply complain about services, having 50% of Eon Trustpilot reviews at 5* really reflects their customer service values.
Recently, multiple negative Eon Trustpilot reviews are coming from the installation and use of smart meters. Some about having to have them reinstalled or having trouble using them, some with concerns about appliances not turning back on properly afterwards. However, Eon has replied to over 75% of their negative Trustpilot reviews (2* or less), offering help and advice.
|Trustpilot||3.6 out of 5 | 28,069 reviews|
|Which?||61% overall score|
|Review Centre||1.5 out of 5 | 321 reviews|
If you’d like to see our full, extensive review of Eon, then you can click below to read through all of the highs and lows of their customer experience:
Everyone uses their electricity and gas differently, so some people will suit different tariffs more than others.
For help switching energy providers, give us a call on 020 3992 7717.
All electricity providers in the United Kingdom are now required to disclose their Fuel Mix Disclosure (FMD), which is the source of generation for their electricity supply. This is a particularly pressing topic at the moment due to climate change targets and high fines at country and industry level for not meeting certain levels of renewable energy generation.
Eon has recently started offering 100% renewable energy as standard on all their tariffs, leaving their Fuel Mix looking like this:
Warm Home Discount
Like Npower, EON offers the Warm Home Discount on all energy tariffs that they provide. The Warm Home Discount is a payment of up to £140 for customers in England, Scotland and Wales off their electricity bills to combat fuel poverty in the winter months.
Not all customers are eligible for the Warm Home Discount, you must meet certain Government-controlled eligibility criteria. This is categorised into two groups:
- Core group – You (or your partner) are the account holder/bill payer and receive the Guarantee Credit element of Pension Credit. Core group customers should qualify automatically and receive annual communications from Eon detailing this.
- Broader group – You (and your household) are on low income or receive certain means-tested benefits, such as Jobseekers’ Allowance, Universal Credit or Income Support. Broader group customers will generally have to apply for the Warm Home Discount through Eon each year.
EON has agreed to pay the £140 discount to all customers who successfully applied for Npower’s Warm Home Discount as well as its own customers.
If you would like to learn more about the Warm Home Discount or apply to see if you’re eligible to receive up to £140, then please click the below link to find our Eon Warm Home Discount page.