Can't change NPower Tariff Without Smart Meter - Can't Have Smart Meter Due To Covid-19!

Warhilt

I'm currently with NPower and until now I've been quite happy with the service(s) they have offered.

However when I've logged into my account recently, it's told me that my fixed tariff is coming to an end and I need to take out a new one to save money. I picked the tariff using their online quote and proceeded through the application process. Right at the end it said "Now book your smart meter installation slot". I was initially annoyed at this as I didn't want one fitting, but in the end I thought "Ah well - might as well go for it".

Once I clicked the button for selecting a smart meter slot, I'm then told that I can't have one because of the Covid-19 outbreak and the tariff switch was cancelled.
How am I supposed to get a tariff with them if a required action cannot be carried out because of Covid-19? The plan is only a 12 month fix, but we could still be having problems with the virus in 12 months time!

Anybody got any suggestions? I haven't called NPower yet as their offices are closed, but shouldn't they be allowing me the tariff if they insist on something but can't do it?

Gerry1

Do the Ts & C specifically require you to have a smart meter, or are they just trying to trick you into making you think you are obliged to have one?  E.On are notorious for that, and they are the parent company.  In any case, if they can't fit a smart meter they should still let you have the tariff.

But NPower are unlikely to be the cheapest.  Did you really do a full market comparison (sadly the CEC doesn't offer this) and did you compare separate suppliers?  Shop around - loyalty never pays !

Warhilt

Yes we did shop around and believe it or not NPower still came out the cheapest for our requirements. I used two online comparison sites and uSwitch and took the best of three.

Their offer does state that you either have, or agree to have a smart meter installed. I'm not adverse to this - we've tried to have one before but we live in a house built in 1935 and the engineer who came to fit the meter took one look at our meter board and said "I can't do anything with that - you've got asbestos". Apparently the cutout (where the master fuse is located before it hits the meter), was an ancient cast-iron one which is supposedly filled with blue asbestos powder and then sealed with bitumen.

We had Northern Powergrid replace the cutout a couple of years ago (they tested the old one - it WAS asbestos), but we've never reapplied for a smart meter fitting since then.

Anyway I've tried calling NPower this morning but you get a pre-recorded message saying that they are operating with a seriously reduced level of staff, and therefore can only assisted the elderly or vulnerable. That said I've logged into my account and it IS showing the new tariff despite their website saying it was aborting the application because I didn't select a smart meter installation slot. Possibly just a bad way of wording the fact that we'll let you have it because we can't install a meter for you.

elle_may

I'm sure on martins tv slot this week he said the energy companies have to give you that tariff and will sort out the smartmeter  fittings when they can. 

Gerry1

Warhilt said:

Yes we did shop around and believe it or not NPower still came out the cheapest for our requirements. I used two online comparison sites and uSwitch and took the best of three.

Yes, you may have shopped around but did you override the defaults and get comparisons from the whole of the market?  Did you try separate suppliers, e.g. what's the total cost if you get gas from Gulf and electricity from Neon Reef?

Kitchen_Sink

Warhilt said:

I'm currently with NPower and until now I've been quite happy with the service(s) they have offered.

However when I've logged into my account recently, it's told me that my fixed tariff is coming to an end and I need to take out a new one to save money. I picked the tariff using their online quote and proceeded through the application process. Right at the end it said "Now book your smart meter installation slot". I was initially annoyed at this as I didn't want one fitting, but in the end I thought "Ah well - might as well go for it".

Once I clicked the button for selecting a smart meter slot, I'm then told that I can't have one because of the Covid-19 outbreak and the tariff switch was cancelled.
How am I supposed to get a tariff with them if a required action cannot be carried out because of Covid-19? The plan is only a 12 month fix, but we could still be having problems with the virus in 12 months time!

Anybody got any suggestions? I haven't called NPower yet as their offices are closed, but shouldn't they be allowing me the tariff if they insist on something but can't do it?

If you are unable to complete the transfer online, you will have to contact them another way if you wish to take up the offer.