Information for Keypad customers
From 11 November, when you buy a top-up you will receive a 40 to 60 digit price change code. Please enter the full code into your meter. If you're experiencing issues topping up, please email us. Our customer care team are responding to emails 9am to 8pm during the weekday and 9am to 1pm over the weekend.
Whether you’ve been with us for a lifetime or recently joined, every customer enjoys the same great savings and award-winning service which we’re proud to deliver.
You can get advice 24 hours a day, 7 days a week through our online help & support centre and our NI based customer care teams are ready to take your calls and emails from 9am – 5pm Monday to Friday.
Our Customer Care Register is there to help protect our most vulnerable customers, while the NIE Networks Medical Care Register will provide you with extra support during a power cut.
We'll provide you with advice and information to help you manage or reduce your energy usage and costs. Speak to an energy expert or view our energy saving tips online.
View energy saving tipsWe understand that sometimes life can throw challenges your way. We will provide extra support when you need it. If you're struggling to pay we can help with a benefit entitlement check or find a payment plan that best suits your circumstances.
Compare plansOur Customer Care Register exists to help protect our most vulnerable customers. Whether you have a disability or long-term illness, we have additional support services that you can join and benefit from.
Learn more about the customer care servicesWe are always looking for ways to support our customers who may have additional needs.
We are JAM Card Friendly, proud to be working towards Dementia Friendly, and we will communicate with you in Plain English. We use Relay UK for our customers who are hard of hearing and have an accessibility toolbar that you can utilises on the website called Reachdeck. We are also the first energy company in Northern Ireland to achieve BS18477, a British Standard which recognises our approach to inclusion to reassure our customers that we will always look after them.
We know everyone has different circumstances, that’s why we work with a broad range of independent organisations who offer free support and impartial financial advice, from debt management to mental health support.
Please be assured that, while we will always try our best to answer your queries, we know that sometimes it’s in your best interest to defer to the experts in their field.
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