Information for Electric Ireland customers

Frequently asked questions

• Why is Electric Ireland exiting the Northern Ireland residential electricity market?

  Electric Ireland completed a strategic review of their residential business in Northern Ireland and announced in May 2024 of their intention to exit the NI residential electricity market. They’ve said that this strategic decision allows them to focus exclusively on the business market.

• What does this mean for me as a residential Electric Ireland customer?

  Electric Ireland has entered into a commercial agreement with Power NI to transfer approximately 27,000 of their residential customers. This means that your contract with Electric Ireland will end, and Power NI will take over your electricity supply – unless you proactively switch to another supplier before 8 September 2025. 

• When will the automatic transfer happen? 

  Transfers will begin from 8 September 2025. Electric Ireland will start communicating with their customers from 11 August to guide them through the process. You can transfer earlier if you wish by completing the online switch above. Otherwise, you can phone us and quote ‘Electric Ireland move’. 

• How does the automatic transfer process work? Do I need to do anything? 

  Pay-as-you-go Keypad customers – If you do not switch to another supplier or to Power NI by 8 September 2025, Electric Ireland will assume that you consent for your details to be shared with Power NI, to enable them to contact you and complete the transfer process over the telephone. Please arrange to be at home for this call to ensure a smooth process. 
   
  Credit/Bill Pay customers – If you do not switch to another supplier or to Power NI by 8 September 2025, Electric Ireland will assume that you consent for your details to be shared with Power NI to enable them to start the transfer process. From Monday 8 September, you will be automatically transferred to Power NI. Providing an up-to-date meter reading to Electric Ireland before this date will ensure your final bill is as accurate as possible. Please note: if you previously paid by Direct Debit or used online billing with Electric Ireland, these will need to be set up again with Power NI.  

• Do I have to switch to Power NI?

  No. You can choose to switch to Power NI or to any other electricity supplier. If you don’t switch yourself, you will be automatically transferred to Power NI from 8 September 2025 to ensure continuity of your supply. 

• Will my electricity supply be interrupted during the transfer?

  No. Your electricity supply will continue without interruption during the transition. 

• Will my rates or billing change?

  Yes, you will be moving to a cheaper rate with Power NI. Once transferred, your billing going forward and tariff rates will be managed by Power NI. After you transfer, you will receive a welcome pack from Power NI confirming everything for you as well as options for receiving discount e.g. paying by Direct Debit, online billing, Keypad Reward, Power NI Perks etc. You can contact the Power NI Customer Helpline to discuss setting up a Direct Debit and you can register for an online account.

• How will I be notified?

  Electric Ireland will contact you directly via post, and email (if they have a correct email address for you), with full details and instructions during August 2025. 

• ​​​​​​​I am a Keypad customer – will the remaining credit on my meter be transferred across as part of the switch?

  Yes, any credit on your meter will be transferred as part of your switch to another supplier.

• What happens if my Electric Ireland electricity account is currently in debt? 

  You will continue to be responsible for any outstanding balance on your Electric Ireland account. Electric Ireland would encourage anyone having difficulty paying their bills to contact them and visit their online Customer Support Hub for further information.

• Who can I contact if I have questions?

  You can reach Electric Ireland’s customer service team on freephone 0800 313 4926 (lines open Monday to Friday, 8.45am to 5pm, excluding bank holidays), by email at customerservice@electricireland.com or visit the Electric Ireland website for more information and support.

• What happens if my Electric Ireland electricity account is currently in credit?

  Any credit owed to you will be refunded by Electric Ireland shortly after their final bill for you is issued.

• What should I do if I’m a customer requiring additional support/on Electric Ireland’s Customer Care Register?

  Any details of your additional support requirements or vulnerability will be shared with Power NI at the time of automatic transfer in September to ensure continuity of appropriate services. If you decide to switch supplier before that, you will need to let your knew supplier know your requirements.

• What if I’m a business customer with Electric Ireland? 

  Electric Ireland business customers are not affected by this change. Electric Ireland will continue to serve businesses in Northern Ireland. Electric Ireland’s farm customers will be part of the transfer process to Power NI, however they are also free to switch to any other supplier before 8 September.

• Will I receive any confirmation or welcome pack from Power NI after the automatic transfer? 

  Yes, Power NI will issue customers with welcome packs once they have transferred to them. 

• I pay my Electric Ireland electricity account by Direct Debit – should I contact my bank and cancel this? 

  No – do not cancel your Direct Debit. It will be required until your final bill has been paid. After that, Electric Ireland will not request any further Direct Debit payments from your bank account.

• I’m on an Electric Ireland Equaliser Plan – what will happen to that? 

  When your transfer is complete, Electric Ireland will calculate your final bill which will include any credit or debit arising from your plan. 

• If I have a query about my final bill, who do I contact? 

  Electric Ireland will issue you a final bill shortly after the transfer has occurred and contact details for any queries will be on your final bill. Power NI will not be able to answer any queries about your final bill from Electric Ireland. 

• If I automatically transfer to Power NI in September, am I allowed to switch to another supplier after that? 

  As per market rules, you must remain with Power NI for 20 days after you transfer across, however after that you are free to switch to any other supplier.