FAQ

How do I report a loss of electricity supply?

Power cuts

If you experience a power cut, simply call 105 for free.

105 is the nationwide number that will put you through to your local electricity network operator - the company that manages the cables, wires and substations that bring electricity into local homes and businesses.

Alternatively, you can find out more about electricity distributors and how to contact them directly.

If your Network Distributor identifies that there's not a problem with your supply, there could be a fault internally and you will need to call a qualified electrician.  Before you do this, take a look at our power cut help.

Is it a problem with your meter?

If you’ve lost your supply and believe it’s related to your meter and not the network, call the npower team on 0800 073 3000. We're open 8am to 8pm Monday to Friday, 8am to 6pm on Saturday.

If you’re calling outside of these times, please call our emergency metering team on 0800 048 0540 and we will be here to help you.

Issues could include leaking electricity meters, or your meter not working.

Prepayment customers

Make sure you check to see if your meter has run out of credit.

Have a look at your meter display - if it shows an amount followed by DEBT this means you've run out of credit. You'll need to charge your key with the minimum amount displayed at your local outlet.

If the supply is off and you have credit on your meter, it's likely there's an internal fault in your home. Check your trip switches are set to ON. If this fault reoccurs or the trip switch fails to reset please contact a qualified electrician.

If the screen on your meter has no displays when you press the blue button, there may be a power cut in your area. Take a look at our power cut help for more information.

Phone calls: We may monitor and/or record calls for security, quality or training purposes. Calling us on a 0800 number should be free from all mobiles and generally free from all landlines.

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