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Find the best way to get the answers you need.

Power NI has a dedicated contact centre to answer and serve you as and when needed. We've pulled together answers from your most common queries in our FAQ section below, and hopefully you can the information you are looking for. If not, our team of locally-based advisors will be pleased to help. You can call or email us, whichever is most convenient for you.

Your most commonly asked questions

Every week we receive around 10,000 calls and emails from our customers. Below are our some of the most commonly asked questions.  If you can’t find the answer here why not visit our FAQ’s section to save time and get the answer you need now.


Understanding my electricity bill

If you're not sure of what the different items on your bill relate to, see below for a full breakdown or watch our quick video guide.

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High Electricity Bill

If your bill is higher than you expected there are a number of reasons why this might be.

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How to submit a meter reading

A separate company, Northern Ireland Electricity Networks provides the services for meter reading. If you miss the meter reader you can submit your meter reading online, provided that it's only been a day or two since they called.

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I received a reminder letter but I've already paid.

If you’ve paid your bill in full or entered into a payment plan within the last seven days the reminder letter may have been posted prior to your payment being received or your plan being set up. Please check the date on your letter. If the date on the letter is before the date you paid you don't need to do anything.

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Can I view my bill online?

You can view your bill online and access lots of other benefits (including savings of up to £60 per year) by registering for our paperless billing service Energy Online.

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How to use my Keypad?

Here's our step by step guide to topping up.

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I've lost my Keypad powercode.

If you’ve lost your Powercode and haven’t yet typed it into your Keypad you can find it using our website or app.

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I need a new Keypad card.

If you've lost your Keypad card, don't worry. Simply call us on 03457 455 455 and we'll send you out a new card.

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I've got a message on my Keypad - what does it mean?

If you've got a message on your Keypad, here's what it could mean.

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What information can I find from my Keypad?

Find information using the buttons on your Keypad.

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Moving house

Moving house - what do I need to do?

Moving house is stressful enough without the added headache of an electricity ‘double’ bill. So it’s important to close your account properly otherwise you may end up receiving bills for electricity used by the new occupants.

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I moved out and forgot to tell you

Don’t worry. Simply give us a call on 03457455455 and we’ll be happy to close your account...

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I’m moving house. Will this affect my Direct Debit?

If your new property is supplied by Power NI your Direct Debit can continue as normal. Call us on 03457 455 455 (Mon-Fri 8am-7pm) and we'll transfer the Direct Debit to your new property.

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Can I keep my account at my new address?

When you let us know you’re moving house, we’ll close the account at your old address and open an account at your new address. This will help us to make sure you don’t end up being billed for electricity used by different occupants.

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I’ve postponed or cancelled my move.

If you’ve already let us know that you’re moving house, simply call us on 03457 455 455 (Mon-Fri 8am-7pm) and we’ll cancel any changes on your account. Remember to get in touch if your circumstances change.

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Customer support

Loss of Power Supply

If you experience failure of electricity supply, to arrange a new electricity supply, for alterations to lines and equipment and for any physical supply matter you need to contact Northern Ireland Electricity Networks. Please remember that this is a separate company to Power NI.

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Benefit Entitlement Check

We are pleased to direct customers to a free service which lets you find out what benefits you may be entitled to and also estimates how much you could be getting.

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Customer Care Register Northern Ireland

Northern Ireland Electricity Networks offer a critical care information service to customers who are dependent on life supporting electrical equipment.

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If you're unhappy

If we've let you down or you're unhappy with our service please let us know. We promise to deal fairly and effectively with your complaint and do everything we can to reach a satisfactory outcome.

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Codes of Practice

Direct Debit

What are the Direct Debit options?

There are two options available if you prefer to pay by Direct Debit: Quarterly and Monthly Direct Debit.

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Why has my Direct Debit changed?

We try to average out the amount you're paying each month over a 12 month period. But some things can affect those payments and, if they do, then we'll adjust your Direct Debit accordingly.

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How is my Monthly Direct Debit calculated?

Monthly Direct Debit makes it easier for you to manage your energy bill payments by making equal monthly payments, helping to reduce the stress of paying bills in full as they arrive.

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How do I set up Direct Debit payments?

It only takes a few minutes to set up Direct Debit. Simply call us on 03457 455 455 (Mon-Fri 8am-7pm). Remember to have your bank details and account number handy.

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When will my Direct Debit come out of my account?

If you pay by Quarterly Direct Debit your payment will be automatically taken 14 days after the date shown on your bill. If you pay by Monthly Direct Debit your payment will be deducted from your bank account each month on the date of your choice (between 1st and 28th of the month).

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Get in touch

If you need to speak to someone about your account give us a call and we'll be happy to help.

03457 455 455

We're here Monday to Friday 8am to 7pm.

Calls are recorded for quality assurance purposes.


Are you calling about a loss of power supply?

You'll need to contact Northern Ireland Electricity (this is a different company to Power NI) 

03457 643 643

Calls to 03457 numbers cost no more than local and UK landlines & are often included in free minutes. Calls recorded."


If you are unhappy with the service provided by Power NI please click here for more>>>

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We are the largest energy supplier in Northern Ireland, supplying around 600,000 homes, farms and businesses across the province.