Problem with NPower Juice and PV installation

delticol

We sent out FIT application form off end of October, recorded delivery and still not had a letter of acknowledgement. Had a few e-mails saying they have recieved it and a letter will be in the post but still nothing. Spent hours trying to get through on the phone.
I just wish they would let us know something....
Cheers
Colin

AdyMu

Just checked again with Npower, and for those who may be frustrated with trying to get through just keep at it, I have noticed that you may get one of two automated responses, both saying they are extremly busy, however one says call back later and hangs up on you, the other does place you in a queue saying they expect it to take 5 to 10 minutes to answer, in my case they answered in under 5 minutes, and confirmed all looked OK with my application, so hopefully I can now site back and wait for the rest of the process, (6 weeks) to complete.

Happy days.......:)

nPower

Hi to all posters on the thread!

It's been a pleasure helping with all your questions so far, but it seems like some of you are still worried about your application.

If there's anything you want to know then all you need to do is send me your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I'll find out for you!

Best wishes,

Sally

a1bert

Sally thank you for the response, however.

I have just walked through the door at home and there was my FIT payment contract. This has took seven weeks from first postage and will receive it from the meter reading that was put on the original form 00000.

On reading the letter the hold up seems to be Ofgem confirming that you have the system installed.

Can any one answer a few questions for me on the payment side.

1. How do they contact you with reference to providing your meter reading, letter or email?

2. How are you/we paid i.e. cheque of bank payment?

3. Do you receive the export tarrif for all Kwph generated or only for 50% of kwph generated?

Many thanks to all and hope everyone gets sorted in the near future without to much stress or hassle.

Have a Merry Christmas and a Prosperous New Year.

lucky77

I wish I had discovered this thread before I emailed my application form to npower 3 days ago as it seems other companies are dealing with applications more efficiently.

"Originally Posted by nPower company representative
We do require the originals to be put in the post, and for the form to be accepted we require all the relevant documents to be attached and to be fully completed. "

The autoreply email I received says the form needs to be returned by either email or post. I have been unable to get through to the FITS registration team despite many attempts (and mounting phone bill each time!) to clarify this. I also have a query as to whether the meter reading is acceptable as copied the one off the MCS Certificate - 00003- but then realised needed final invoice to send as well as certificate. By the time this came through and form signed, dated and emailed it was 3 days later and the auto reply says the meter reading should be taken on day form returned. I don't want the application to be rejected after the deadline when too late to sort out.

I think I had better try contacting Sally the npower rep to see if she can set my mind at rest as I see she has been trying to help other worried applicants.

[Deleted User]

Tried to call nPower for an update of my FIT application this morning... I was shocked to hear the telephone message that you can no longer speak to anyone if you have an application in progress... Email... well no response to an email sent to them three weeks ago!

Wish I chose another compay as the customer service is lacking.

Posters on this and other forums have been very happy with service from other providers so what's gone wrong here???

nPower

Hi a1bert,

I've found out the answers to your questions:

1. You can send a meter reading either by post, email or phone. All you need to do is quote your Feed In Tariff ID.

2. At the moment, all our domestic customers are paid by cheque but this will change shortly so we can make payments directly in to their bank accounts. All business customer are paid by bank transfers.

3. If you have an export meter which has a valid export supply number (MPAN) then you will receive 100% export. If not, then it will be deemed at 50%.

I hope this has helped!

Best wishes,

Sally

lucky77

Further to my post yesterday - I had a phone call from a lovely npower customer services lady (Raj) earlier this evening. She confirmed that the emailed documents were fine and no need to post them as well. She also confirmed the meter reading was OK as within 5 days of npower receiving form.

Apparently they have taken on extra staff to deal with the phone calls and registrations so hopefully they will get to grips with the deluge of applications.

nPower

Hi Lafayette2002,

I've just received your email with your application form and will get this checked for you right away!

Best wishes,

Sally

Lafayette2002

Thank you ever so much Sally.

I'll wait to hear from you.

Kind regards,

Lafayette2002