Help & Support

Covid-19

What help is available to Power NI customers?

We will try our best to help customers most in need to find a payment solution that suits your circumstances. We promise we will treat you with fairness and consideration at all times.

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I am unable to visit the Post Office or PayPoint to pay my bill. What do you advise?

As a lot of our services are automated, so you can continue to manage your electricity account from the comfort of your home. Customers can pay online, via our app, or at any time by calling 03457 455 455.

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Is NIE Networks reading meters during the Covid-19 pandemic?

NIE Networks has informed us that they have now stopped all meter reading services for both domestic and commercial premises. For accurate billing, our Energy Online customers can submit their own meter readings via their Energy Online account and all Power NI customers can submit their own meter re...

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What is Power NI doing to specifically help older and more vulnerable customers?

We would have the following help and advice for our customers who find themselves in this situation. You can top up your keypad by phone on 03457 455 455 (24/7 automated service), press option 1 and pay with a debit card. If you don’t have one, perhaps a friend or relative could top up for you.

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What precautions are Power NI taking to keep services running for customers?

Our top priority is to look after the wellbeing and health of our staff and maintain as much customer service as possible. The government considers employees in the Energy sector, and indeed, the wider Utilities sector to be key workers. At Power NI we have a role to play in providing essential serv...

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What is the current situation at Power NI’s contact centres?

Due to the current Covid-19 situation and the pressure on our phone lines, we would ask that you only call us if your query is urgent, for example, you cannot buy electricity for your Keypad or you are worried about paying. This will allow us to help our more vulnerable customers and those most in ...

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I want to switch to Power NI but want a change in meter. Can this still happen?

NIE Networks (NIEN) does meter change installations so if NIENs puts field work on hold re changing meters, the switch would happen without a meter change until NIENs resumes field work.

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Will my power supply be affected?

Sometimes, people confuse us with NIE Networks. This is actually a separate company, responsible for the entire electricity network in Northern Ireland. They have reassured us that they will continue to bring electricity to the 880,000 customers connected across Northern Ireland.

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I am repaying money I owe Power NI each time I top up. This is now too much, what can Power NI do to help?

We will try our best to help customers most in need to find a payment solution that suits your circumstances. We promise we will treat you with fairness and consideration at all times. Please email us at [email protected] or call us on 03457 455 455 (currently open 9am-5pm Mon-Fri) if you are str...

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Why can’t you extend Keypad ‘credit’ automatically to all Keypad customers?

The system all suppliers use for Keypad in Northern Ireland is provided by a company called Secure Meters and they have told us that there is currently no way to manually or remotely change credit balances on Keypad meters.

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Can you keep the £5 minimum top up in place after the coronavirus situation has finished?

To help customers who usually top up at a Post Office or PayPoint and due to self isolating or staying at home are swapping to online/app/phone, we’ve reduced the minimum amount on all top up channels to £5. This is a temporary measure to help our customers.

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I have received a letter to say my Monthly Direct Debit is increasing and I can’t afford the new amount.

Monthly direct debit helps you budget for your energy by spreading the cost throughout the year. We will review the monthly direct debit amount at least once a year and write to you if the amount needs to be put up or down. The direct debit amount would only be changed to reflect the amount of elect...

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