We will no longer offer the SignVideo service after 30 November 2020

If you have hearing or speech difficulties, you can contact us through our Live Chat service.

We're available Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.

If you use British Sign Language and are an npower customer or would like to become an npower customer, you can contact us using BSL with any queries relating to your energy account or the products and services that we can offer.

By clicking on the SignVideo link you will be connected to a professional BSL interpreter who’ll relay your call to npower customer service.

The service is free and available between 8am to 6pm Monday to Friday. Please make sure you have your account details to hand including your account number.

Alternatively, you can contact us via Live Chat, textphone or minicom.

Please follow the steps below or watch the video guide on how to access the SignVideo service.


What you can do

  • Speak to an npower adviser
  • Discuss your energy account, make a payment, set up a payment plan and let us know if you are moving home
  • Get help in managing your energy account and energy saving tips to help reduce your usage

How to contact us using SignVideo

Step 1: Click on the SignVideo button.

Use SignVideo now

Step 2: When you’re connected to the SignVideo interpreter tell them you’re calling npower customer service. You’ll need to provide a brief overview of your query to the SignVideo interpreter to enable them to direct your call to the correct team. There may be a short pause in the call while this is being transferred.

Step 3: You’ll then be connected to one of our customer advisers and can start the conversation in British Sign Language. If we need to get back in touch with you for any reason, we’ll send you an SMS, email or letter with a link to the SignVideo service for npower.

What you need – the technical stuff

To use the SignVideo service you will need to check you meet the minimum system requirements

  • A PC or MAC with a webcam
  • Browsers: Chrome (PC and Mac), Firefox (PC and Mac), Mac Safari 11, iOS 11 Safari and Android 4.0 upwards
  • Bandwidth minimum 512kbps
    Recommended 1 mbps upload for HD Video
    Maximum 1.5 mbps

For troubleshooting and technical guidance on SignVideo’s service, please contact help@signvideo.co.uk or call 0203 388 0771.