npower not read meter, now transferred?

Gandalf644

I wonder if you kind people can help me.

I live alone and am disabled. I cannot read my electricity meter as it is so low down. I pay by monthly direct debit, (which npower reduced last year by £2.00, despite the prices going up). There is no gas in my village so am dependent on electricity only.

I am with npower and I am on their Priority Services Register, which meant I should have had a meter read by one of their staff every quarter as I am unable to read the meter (which they did for many years until the pandemic started).  

The last meter reading by npower was February 2020, before the pandemic took hold. I have not had a meter reading since.  I did ask them to send a meter reader on numerous occasions, but they said they couldn’t because of the pandemic (they had apparently furloughed their meter readers).  

I did ask them for a smart meter to be fitted many months ago as well but they said that I could not have a smart meter as my current meter is a ‘complex meter’ and they cannot fit smart meters in exchange for a complex meter (it was also on their 'super' heat legacy tariff which is really expensive).

A lady from the housing association called in early April 2021 and kindly read my meter and I immediately e-mailed the numbers to npower as their website would not accept the three sets of numbers. In the e-mail I requested they send me an upto date bill based on the readings submitted.

Well, I heard nothing back from npower and I now find that as of last week I have been transferred to eon-next or something.

Eon-next are constantly e-mailing me to take a meter reading, which I cannot do. They don’t seem to offer quarterly meter readings to people on their priority list.I e-mailed them to say I am unable to read my meter but have recevied no response.

I can non longer access npowers website, but can download some things from their website. One of which is meter readings. To my horror they have not recorded the meter readings sent by e-mail in early April. This is borne out by checking on the e-on next website. The website readings transferred from npower  to eon are totally worng (really under estimated) and not updated since thier last estimated reading in February which wrong in anycase as they didn't read the meter.

I am now being bounced between npower and eon, with each blaming each other and none wishing to help. Npower just seem to be totally washing their hands of a problem they created.

Is there anything I can do? Any, assistance would be gratefully received.

Robin9

Write a letter headed COMPLAINT to both nPower and Eon -  include the meter reads of April 2021 (you say 3 reads - is this gas and electricity E7 ) -  and a copy to the Housing Association

macman

nPower to Eon-Next is just a branding change, you've not switched supplier. nPower was bought out by Eon.

[Deleted User]

It would be worth checking that it moving NPower customers to the new E.oN Next technology platform that something has not gone amiss with the PSR. That said, the most likely reason for no meter readers is the Pandemic.

Gandalf644

Robin9 said:

Write a letter headed COMPLAINT to both nPower and Eon -  include the meter reads of April 2021 (you say 3 reads - is this gas and electricity E7 ) -  and a copy to the Housing Association

Hello,

No, it is electricity only. There is no gas in my village. I have what they call a 'complex meter' - one physical meter with 2 'mpans' (whatever they are) and three registers - peak, off peak and heat (super tariff). 

I have complained to npower but they just brish me off. I even e-mailed Thewlis their supposed director, but he just passed it down to the lowest of the low to deal with.

Gandalf644

[Deleted User] said:

It would be worth checking that it moving NPower customers to the new E.oN Next technology platform that something has not gone amiss with the PSR. That said, the most likely reason for no meter readers is the Pandemic.

Thanks, but what is a PSR?

[Deleted User]

Gandalf644 said:

Dolor said:

It would be worth checking that it moving NPower customers to the new E.oN Next technology platform that something has not gone amiss with the PSR. That said, the most likely reason for no meter readers is the Pandemic.

Thanks, but what is a PSR?

Priority Services Register:

https://www.eonenergy.com/spark/priority-services-register-support-for-vulnerable-energy-customers.html

Gandalf644

[Deleted User] said:

Gandalf644 said:

[Deleted User] said:

It would be worth checking that it moving NPower customers to the new E.oN Next technology platform that something has not gone amiss with the PSR. That said, the most likely reason for no meter readers is the Pandemic.

Thanks, but what is a PSR?

Priority Services Register:

https://www.eonenergy.com/spark/priority-services-register-support-for-vulnerable-energy-customers.html

Doh! Of course. Thanks.

I have checked eon.next website and am still listed.

I have e-mailed eon.next asking if they can read my meter quarterly as I had with npower, particularly as covid restrictions have now eased.

niktheguru

Is there no one in your village, friend or family in the mean time that could perhaps read the meter for you and submit the readings?

Gerry1

If you have a mobile phone with a camera, might it be possible to attach it to a walking stick grabber or broom handle and take a video of the meter, assuming it doesn't need any buttons to be pressed?

Gandalf644

niktheguru said:

Is there no one in your village, friend or family in the mean time that could perhaps read the meter for you and submit the readings?

Bascially no.

Most are elderly and have problems reading their own meters, let alone mine which is tucked away in possibly the most inaccessible place possible - just off the floor, around a tight corner in a dark cupboard! Any yes, I did ask npower a number of times if the could move it to make it more accessible to me. You can guess what their answer was!