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We've pulled together answers from your most common queries in our FAQ section below, and hopefully you can find 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.

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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.

Billing

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.

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. If you’ve pad your bill by cheque this can take up to 14 days from the day you posted the cheque to be credited to your account.

My bill is higher than usual

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

How can I reduce my bills?

You can reduce your bills by changing plan, taking a look at our energy saving tips or you can use our home energy check which will provide you with a list of personalised recommendations to help you improve the energy efficiency of your home.

How do I 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.

Keypad

How to use my Keypad?

View our guide on how to use your ‘pay as you go’ Power NI Keypad.

How do I top up?

Find out how to top up your Power NI pay as you go Keypad.

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.

Can I top up without my Power NI Keypad card?

You can still make top-ups without your Keypad card, as long as you have your 19 digit premise number.

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.

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.

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 and we’ll be happy to help. Remember to have your bank details (account number and sort code) handy.

How is my Monthly Direct Debit calculated?

If we have your historical energy consumption* we will estimate and forecast your future energy cost for the next 12 months. If we do not have historical data we will calculate your new monthly payment based on some property details.

When will my Direct Debit come out of my account?

If you pay by Monthly Direct Debit your payment will be deducted from your bank account each month on the agreed collection date (between 1st and 28th of the month). If you pay by Quarterly Direct Debit your payment will be collected as per the ‘Payment due’ shown on your bill (this is 14 days after your bill was issued).

How do I change my Direct Debit amount?

Please call us on 03457 455 455 if you need to change your Monthly Direct Debit payment amount. We’ll review your electricity costs and recommend the best payment amount for you.

Price Change

What is the price change?

It is an increase of 5.6%. This 5.6% increase is our first price increase since 2013 and is unfortunately unavoidable due to increases in the costs of producing electricity, such as the cost of fuel used in power stations.

Why are prices increases?

This 5.6% increase is the first since 2013 and is due to increases in the costs of producing electricity, such as the cost of fuel used in power stations.

What does the Power NI price change mean for Keypad customers?

Your Keypad meter will credit the amount bought and all credit on your Keypad will automatically switch to the new rate on 1st October. If you have entered the tariff change code before the 1st of October 2017 any credit existing on your Keypad on 1st October will also be used at the new price. Please note. If a top up is bought and entered after 1st October 2017, the new rates will apply from the date the tariff change code is entered in to the meter.

How will you be informing customers about the price change?

We will be writing to all our customers giving them at least 21 days’ notice of the price change. Keypad customers will receive letter about the price change between 22nd August and 1st September 2017. Direct Debit and Standard bill paying customers will receive letters between 29th August and 17th November 2017.

When will the price change happen?

New prices will take effect from 1st October 2017. Most customers will see the new rates on bills from January 2018 onwards, for units used during the previous three months (this may vary depending on your scheduled meter reading date). All customers will receive the same number of bills at the new unit rate.

Need some help? Send your enquiry straight to our customer care team using the form below

Fields marked with an asterisk (*) are required

First name *

Surname *

Phone *

Email Address *

Account Number

Keypad No.

What is your enquiry in relation to?

If Other please specify:

Enquiry *

Marketing Preferences Please tick to receive special offers and info about Power NI products and services
by email by text

Please tick to receive 3rd party offers (e.g. discounts/points) sent from Power NI by email and text (we will never pass on your personal data to anyone for marketing purposes)

Please view our Terms and Conditions

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

03457 455 455

Lines open from 8am to 7pm Monday to Friday excl. bank holidays

Calls are recorded for quality assurance

If you lose power you'll need to contact Northern Ireland Electricity

(NIE Networks) this is a different company to Power NI

03457 643 643 or Report a power cut online

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>>>

Make the switch

Make the switch to Power NI

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

Energy saving tips

Here's some helpful tips and advice to reduce your bills.

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Lost your Keypad top-up powercode?

Find out how to get your top-up powercode re-issued

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