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Npower Smart Meters: Rollout in 2019/20

bulb and smart meter beside npower logo

Npower installed over half a million smart meters at its customers' homes by summer 2018. This number shot up in 2019 and will continue to do so until the end of 2020. Find out here how you can get Npower smart meters installed in your home and what you should do to prepare.

Book your Npower smart meters appointment

 

You've seen the benefits of getting a smart meter for your home and, as a Npower customer, you now want one. Getting Npower smart meters is simple and takes only a few minutes. Log in to your online account and book your smart meter appointment. Don't worry if you don't have your username or password to hand; you can use your account number to log in.

You'll then be asked a few questions about your home to confirm whether Npower can install a smart meter. This includes verifying whether or not your home is capable of connecting to a 3G or 4G mobile GSM network to communicate the data on your smart meter to Npower.

When prompted, pick a time and date that suits you for the installation.

At Selectra we recommend you double-check your contact details are up to date in your online account. Npower will need to get in touch with you before and after the installation date, and they'll use the contact details registered there.


Can I change my appointment or make additional requests?

smart meter

You're a busy person and sometimes impromptu events may clash with your installation date. That's OK. You can change your appointment online so that it fits your schedule. Just remember that you'll need to give Npower at least 48 hours notice so that they can make the change.

Via your online account, you can also make the Npower engineer aware of anything else that you think is important. This may include liaising with a carer or guardian instead of the account holder during installation, or perhaps requesting that the engineer quote a password for added security. Whatever your request, just add it to the "Notes" panel in the relevant section of your online account pertaining to your smart meter installation.


What should I know about my smart meter installation?

Before Npower's engineer is due to arrive, they'll call you to let you know they're on their way. If you've changed your mobile phone number recently, make sure you update it on your Npower online account.

The installation should take around an hour per meter. That’s two hours in total.

Ensure the following things before the installer arrives.

  • There are no items blocking access to your gas and electricity meters. The installer must be able to access them easily, without having to move any large or heavy objects. If you think you may need help clearing access to it, contact Npower and let them know in advance.
  • Your gas and electricity supplies are turned off. They will need to remain off for at least 30 minutes during installation. You will need to switch off and unplug any sensitive electrical equipment like computers, TVs or satellite systems. If you’re worried about switching off medical equipment, let Npower know in advance.

Will I be shown how my Npower smart meters work?

 

Once installed, Npower's engineers will show you how your Npower smart meters work. They'll also give you a user guide packed with hints and tips on how to make your home more energy-efficient. The guide will also explain how you can compare your energy use daily, weekly and monthly.

To read your smart electricity meter on a standard tariff, follow these simple steps below:

STEP 1: Press 9 on the keypad. A series of letters will appear: IMP KWH.

STEP 2: Note the eight digits (e.g. 0012464.3) followed by kWh at the bottom right of the screen. This is your read. The given example, your reading would be 12464.

To read your smart gas meter on a standard tariff, follow these simple steps below:

STEP 1: Press 9 on the keypad. VOLUME will appear on your smart meter screen.

STEP 2: Note the six digits (e.g. 00321.4) followed by an ‘m3’ symbol at the bottom right of the screen. Remember that only the first five digits are needed.

Good to know:You must tell Npower straight away if you’re moving home. They will clear your Smart meter and Smart energy display of your energy information before the next person moves in.


Can I choose how often Npower collects my smart meter readings?

You can decide how much data Npower collects from your smart meter. Your options are as follows:

  1. Half hourly – information recorded every 30 minutes and sent once a day with a meter reading.
  2. Daily - information recorded every 24 hours and at the end of every month. (This is the default option.)
  3. Monthly – information recorded once a month, with daily readings recorded when necessary.

You can change your reading settings whenever you like. Don't worry if you've forgotten which option you originally chose. Npower will write to you every year to remind you about the choice you made and your options if you wish to change. To change your option, call the number below:

blue telephone

Change option for collection of smart meter readings
Generally free from all landlines and mobiles.
0800 980 9907
*Monday to Friday: 8am-8pm; Saturday: 8am-6pm


Is my data safe with Npower?

smart meter hacking

Yes. Npower adheres to international encryption standards to transmit the data from your smart meter in a way that's safe and secure. Only Npower can send instructions to your smart meter, no other person or organisation can do this. Npower also abides by the Ofgem approved Smart Meter Installation Code of Practice. This can be viewed at npower.com/smicop.

Npower may pass your personal information on to organisations that can help manage your account efficiently. This sharing of data is only permitted to the extent necessary for Npower to meets its legal obligations, as well as those bodies Npower refers to in its corresponding terms and conditions.

Npower won't share your data with any other organisation unless you give them express permission to do so.

For independent advice about your rights and choices relating to your personal information, contact the Information Commissioner's Office.

blue telephone

The Information Commissioner's Office Helpline
Please check with your provider if you don't know how much a call will cost.
0303 123 1113
Website: ico.org.uk


How do I get in contact about Npower smart meters?

If you would like more details about Npower's smart meter roll-out, about how they will use your data, who it will be shared with, or for any other question related to smart meters, call their dedicated team on 0800 980 9907. Lines are open Monday to Friday from 8am to 8pm, Saturday from 8pm to 6pm.

For everything you want to know about Npower, ensure you check out our Npower guide. For full contact details, see our Npower Contact guide.