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Disclaimer: The information on this page was last updated on 20/12/2022, 14:49:41

Now that Npower has merged with EON, you might not know how to get in touch or get things done. Luckily for you, we've got everything you need to take control of your energy again. As always, we've got you covered!

Give a meter reading

The main way to submit a meter reading is through their online resources. Logging onto your online account should bring you to a simple process in order to log your meter reading.

If you’d rather speak to a human to submit your meter reading, this is also an option – via calling customer service directly and handling it over the phone.

Below you can see the available methods of contacting Npower to give your meter readings, both online and over the phone:

Method	Number/link
Customer Service	0345 052 0000
Online	Click here to be redirected
Live chat	Click here to be redirected

My Npower smart meter isn’t working

If your smart meter has stopped working, it’s usually fairly easy to get it fixed, depending on the issue.

If there’s a problem with your in-home display (IHD), the first thing to check is the battery. In-home displays don’t have a very long battery life, so you should try and keep it plugged in and charging whenever you can. You can also try turning the IHD off and on again to see if that solves the problem.

If your smart meter isn’t sending readings or lost its other smart features when you switched provider, it may be that you have an older generation smart meter that isn’t compatible with your new provider’s technology. A fix for this is in the works, however, you might be able to persuade them to upgrade your meter to a newer one.

The best way to make sure your smart meter gets back up and running is to get in touch either through the live chat feature or by calling 0345 052 0000.

Get a new top up key/card

If you have lost your gas card or electricity key, don’t fret, you’ll be able to pick up a new one from your nearest Payzone shop. Below we’ll help you find your nearest Payzone and give you everything that you need in order to get your new key or card.

Get a new electric key

In order to get a new electricity key, you’ll need to call EON to get a reference number. Follow the below steps and you’ll have your new key in no time:

1. Call the EON customer service team on 0345 301 5955
2. Reference your meter serial number (MSN), which can be found below the barcode on your meter and will begin with either S or F. If you can’t find your MSN, then the team will help you out.
3. They will give you a reference number that is to be given to your local Payzone
4. Wait at least 30 minutes for your electricity key to be prepared
5. Go to your local Payzone and collect your new key

Alternatively, you can fill out this form. However, it will take slightly longer to get your key to you.

Get a new gas card

Getting your new gas card should be free of charge, but depending on your local store they may charge you a small fee. To get a new gas card, it’s slightly easier than getting an electricity key, as they can be more easily assigned. There are some added steps, however, in the case that there’s an error with the meter.

If there is an error with your card or meter, when contacting customer service, make sure that you are nearby your meter so that you can make a note of any fault messages on the screen if there are any.

In order to get your new gas card, follow the below steps:

• Go to your local Payzone and request a new EON gas card.
• Do not top the card up until you have activated your card, which means leaving it inserted into your meter for 1 minute.
• Top up and use your new gas card as normal.

Talk about my bill(s)

If you’d like to contact EON regarding a recent bill or making changes to your account, you’re in the right place. Whether it's about bills from Npower or EON, there are two main methods that you can get in touch about your bill, online and via customer services. Here’s a list of the tasks that you can complete through your online account:

• Check your current tariff
• Change your email address
• Change your name
• Adjust your marketing preferences
• View your energy usage
• View your past bills

If you’d like to access your new EON online account you can click the button below.

Access your account

What can I do over the phone?

• Find out about recent charges
• Manage your direct debit
• Anything else regarding your bills

You can contact EON about billing issues by calling 0345 052 0000

I’m moving into a new house

Moving home is never a straightforward process and with that there are many factors to take into account. In order to lighten the load in regards to dealing with transferring utility accounts and billing we have a little primer for moving home with Npower or EON.

When you move into a new home, you need to make sure that you’ve done the following:

• Take a final meter reading in your old property
Call the provider from your old property to cancel your contract, giving them your final meter reading, too
• Take an opening meter reading in your new property
• Give the opening meter reading to the existing supplier in the property
• Sign up to a new tariff in your new home

If you’re moving in or moving out, you can call 0345 303 3020.

I want to switch provider or tariff

Unfortunately, you can no longer switch to Npower, however, you can easily switch to or from EON.

If you were an Npower customer, you can switch away from EON without having to pay any exit fees if you'd rather not be with EON or would like to switch to a different tariff.

If you want to switch to EON, you can get a quote online or call 0808 501 5200.

Alternatively, you can call Utility Switchboard on 020 3992 7717 to find the best tariff for you.

I need to report a power cut or gas leak

If you’ve had a power cut or had trouble with power lines, call Distribution Network Operators on 105.

If you can smell gas or suspect a leak, call the National Gas Emergency helpline on 0800 111 999.

If you think your leak might be carbon monoxide, call a doctor to get tested for carbon monoxide poisoning, even if you’re feeling fine. If you’re feeling unwell at all after a suspected leak, call 999 and get some fresh air straight away.

I want to apply for the Warm Home Discount

The Warm Home Discount scheme is a government initiative in association with many energy providers.

The initiative runs between September & March to give you up to £140 off your electricity bill. It is in place to help those in danger of fuel poverty during the trying winter months. This including pensioners and those of low income households.

Each year, it is paid in a one-off discount against your energy bill. It is received in the form of account credit or as a voucher for pay as you go customers.

Find out more about the Npower Warm Home Discount

My query wasn’t listed above

If your question hasn't been covered on this page, Npower customers can get in touch with EON by calling 0345 052 0000 or joining a live chat with a customer service advisor.

The subject matter of this webpage is subject to the opinion of, and factual research carried out by, the author. We always strive to provide the most up to date, correct and informative information in all of our webpages, but from time to time, you may spot an error or something you don't agree with. Please report this to us at info@utilityswitchboard.com

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