Keypad Customer Advice

We understand that as a Keypad customer you might be concerned about leaving your house to top up. Why not give our online or automated phone service a try? During these times we have temporarily reduced the minimum top up amount on all channels, including online and phone, from £15 to £5.

Here’s a reminder of all the ways you can top up:

• Top up via your energy online account using the website or mobile app

• Top up by calling 03457 455 455 and press ‘1’ to pay by debit card. You will need to have your card details and your 19 digit premise number handy which can be found on your Keypad card.

• Top up at any PayPoint or Post Office outlet.

• If you don’t have a bank card and are unable to get to a PayPoint or Post Office, a family or friend can do this for you.

Bill Pay Customer Advice

NIE Networks have resumed all meter reading services and are continuing to take socially distanced meter reads to make sure you’re not paying more than you need to. If your electricity meter is inside your property or behind closed gates, NIE Networks will contact you to ask for access. The meter reader will only need access to the meter for a couple of minutes to take the reading.

It’s important that bills are based on meter readings, so bills are kept accurate. Here’s a reminder of all the ways you can submit a meter reading:

• Submit a meter reading via your energy online account. We will send you an email when it needs to be submitted for your next bill.

• Submit a meter reading via the NIE Network website or by calling 03456 093 030

Energy Saving Advice

We're always looking for ways to help you save on your electricity bills. Here are some useful tips we have put together to help you save money with more people staying and working at home.

You can also carry out a free Home Energy Check to see how much money you could save just by making small improvements to your home. It only takes 10 minutes to complete and you will receive a detailed report on completion.

The Electricity Network: NIE Networks

Sometimes, people confuse us with NIE Networks who own and maintain the electricity wires and meters in Northern Ireland.

In the unlikely event of a loss of electricity supply or to report fallen power lines you can contact NIE Networks directly:

Caring for you

We offer a range of services via our confidential Customer Care Register including Doorstep Service, Password Scheme, Carers Contact Service, Braille, and Large Print Bill format.

We have been made aware of several scams and would urge customers to be extra vigilant during these times. Please note:

• We have suspended all face to face sales activity, and therefore none of our sales reps will be visiting your home during this time.
• We will never ask you for your bank details via email. If you receive an email from ‘Power NI’ asking for your bank details, please delete immediately.
• Keypad top ups can only be purchased via the following channels. Please refrain from purchasing top ups from users on Facebook, Twitter, etc.
• On our website or using our mobile app
• At any PayPoint or Post Office outlet
• Calling 03457 455 455 and press ‘1’ for Keypad top up.

Powering our local communities

Over the past few months, we’ve helped almost 50 additional local organisations take care of our vulnerable customers including Advice NI, who have launched a helpline for people to access information, advice and support. If you need help:

• Freephone 0808 915 4604 (Mon-Fri 9am-5pm)
• Text ACTION to 81025
• Email [email protected]
• Complete the online form here.

We also recently awarded 10 local groups across Northern Ireland a £1,000 Power NI Brighter Communities grant to help them fulfil their full potential. From an innovative Primary School teacher in Armagh who is teaching her P2 students more outdoors, to St. Johns Ambulance who have helped our communities more than ever.