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 top up or 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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Are NIE Networks reading meters during the Covid-19 pandemic?

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.

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

We 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 we ask if you could manage your account online or by the automated phone line (03457 455 455) to free up our main phone lines for our more vulnerable customers. We would ask that you only call us if your query is urgent, for example, you cannot buy electricity f...

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

NIE Networks (NIEN) completes the install for all meter changes across Northern Ireland. If NIENs puts field work on hold, the switch would take place 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’re in f...

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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 topping up via Energy Online, our app, or by phone, we’ve reduced the minimum amount on all top up channels to £5.

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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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I was expecting a bill or letter from Power NI, but I haven’t received this. What should I do?

Royal Mail has informed us that their deliveries may now be delayed by a few additional days across Northern Ireland. As a result your bills and letters may arrive later than anticipated. If you would like to view your bill or letter now, you can register for Energy Online, our paperless billing ser...

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