nPower new online registration

StinkerPinker

I've been trying to sign up with nPower for an online account, to give meter readings, check balances etc.

But the registration process repeatedly fails - it doesn't seem to like my account number as sent in the "we're starting to supply you" email. I haven't had a first paper bill yet though. Perhaps that is a prerequisite?

Any ideas?

Happy New Year!

AndyPK

Their computer system is a mess at the moment.
Some customers account numbers have changed.

nPower

StinkerPinker wrote: »

I've been trying to sign up with nPower for an online account, to give meter readings, check balances etc.

But the registration process repeatedly fails - it doesn't seem to like my account number as sent in the "we're starting to supply you" email. I haven't had a first paper bill yet though. Perhaps that is a prerequisite?

Any ideas?

Happy New Year!

Hi StinkerPinker

Thanks for your post. If you can send an email to the email address showing on our profile page we'll be happy to review the issues raised.

Thanks

David

rachie_2011

Hi StinkerPinker, I’ve recently changed to nPower too. I received my account number via email, so managed to create my online account however when I logged in it told me that the account had been closed! It was nothing to worry about however, and a very helpful nPower Twitter user reassured that it was just because it was still in the process of being setup/transferred from my previous supplier.
With that said, I’m still confused as I keep being sent text messages and I’ve had an email asking for my opening meter readings. I’ve done this, but they do not appear on my online account.

Farway

I had same trouble supplying opening readings on line, in the end I phoned them, not a long wait on phone, very helpful CS, computer in a mess as stated

StinkerPinker

Hi again everyone and thanks for the responses. Thought I'd update. I continued to make repeated efforts to create an online account, failing each time, so a couple of days ago I telephoned npower support line, the new subscribers team (and got through at once!).

The support bod tried to create an account for me and also failed. After some rummaging around in the system, he told me my account number (sent in my "we're ready to start supplying you" email, three weeks after the event) was OK in their front IT system, but in their back IT system, which I think he called ICE or something, the number was failing to associate with my gas supply.

This has to be overcome by him getting the IT team to create my account manually, using my email as username and a standard password. I will then be informed by email - this could take 28 days apparently. Then I must change the password.

Meanwhile, I got an email requesting a meter reading which I rang in and gave manually despite the 20 minute wait, because I won't trust npower automation until my online account is sorted. Also, the first direct debit has been taken correctly, if a month later than I was expecting.

So all is proceeding, if only in fits and starts. I expect things will settle down as they work through the latest pulse of migrating users.

All this hassle is worth it though - I calculate I will save about £1k over the four years of the contract - not to be sneezed at!

stinky..

andysterling

Npower are a complete mess! I've been with them for just over a year and only now are the meter readings being accepted!

My yearly £100 discount was supposed to be added to my account on the 17th December 2013, phoned up a couple of days ago and they said my account has a block on it, so it will take approx 28 days to process!!
A block!!, i pay by direct debit every month so no idea what that is about, plus i take and record readings for my own records every month, so know what i'm using more than what i pay.
My cash back of £34 never went through (topcashback) which i have no doubt is Npowers fault.

My complaints have gone un-answered and i will not be using them again.

A complete shambles of a company.. The money saving is not worth the hassle of using this company..